Troubles ongoing and unresolved

[geniusgoods]

Hi,

Hate to be the fly in the punchbowl here, but I have had problems with ViaTalk service from day one. I have been through tech support more than a few times, and the system remains half-broken. A forum posting will either get this fixed, or serve as a warning to others.

I have prepaid two years in advance for a business line and a toll free number, which for me is alot of $$$. It is the most you can pay for what you get here.

I promptly updated all my sites to reflect the new contact numbers, which took up alot of time and energy (I have several hundred sites).

Customers complain about the toll free number not working. Some have said they get an odd beeping tone, others say that is blank nothingness. There is more to this, but we'll get to that later.

When I log in, messages left at the online interface have not forwarded over from the toll-free to the main number as they should. That is, messages are being left at the toll free number when they should appear at the main number interface, regardless of what line was used to leave the message. Each tech rep I have spoken to has told me that online messages left at the toll free number should appear under the main number. I do not know why this is, but they have told me that this should not be.

The call-from-online when you click that particular link does not work. Not a huge deal, but it is still part of what was paid for.

There is a timer on my numbers where calls are routed to an online answering machine after a certain time of day. What a great idea and a lifesaver! I do not know for sure, but I do not think this works in the way it should either. There should be an online answering machine when this kicks in. Right now, computerized generic greetings are on these answering machines. (These are the same lines where customers have complained about beepings or nothings). I had left my own human greetings there at one point ('Hi, you've reached the right company, please leave a message'), but those don't seem to have taken.

I am scared to give out my toll free number to a customer for fear of it making me look bad. I have had to put an answering machine on my phone line at my office as the phone still rings after hours on either number.

I feel like I have paid for a car that just isn't working right. It gets ten MPG less than sticker, and can only go 55. Yes, it gets me to work and back, but my expectations have not even come close to reality.

I can give Kudos for effort, I have received two letters stating that some major setting somewhere in the computer system at ViaTalk has been corrected, and everything should be working normally.....

If any of this is MY fault, that would actually be a relief, and I would be very happy to hear it. PEBKAC is the easiest problem to fix. PLEASE ViaTalk, let me know what settings I need to change to make it all work, and walk me through them, or help on your end.

Having gone through proper channels several times with the same problems re-re-occuring, I am looking to you for help....

John Bottomley
CEO, Genius Goods Inc
704-288-0953

PS - Problem Exists Between Keyboard And Chair

[VTIain]

I'd be more than happy to take a look at your account for you. I'll send you a private message with more information about possible solutions to your issues. Thanks

-Iain

[laura41452]

I also have had ongoing problems from day one with viatalk. I prepaid for two years and for the first year and still going, I show up incorrectly on caller ID with a man's name, apparently the previous owner of this phone number. Several times I have received an email that they would correct this, but to this day it remains the same. I would like to recommend others to this phone service, but how can I when they cannot solve this small problem in a years time.

laura41452

[vtjosh]

I also have had ongoing problems from day one with viatalk. I prepaid for two years and for the first year and still going, I show up incorrectly on caller ID with a man's name, apparently the previous owner of this phone number. Several times I have received an email that they would correct this, but to this day it remains the same. I would like to recommend others to this phone service, but how can I when they cannot solve this small problem in a years time.

laura41452

If you send me a PM with your phone number I will have the Directory Listing dept look into this for you.

-Josh

[davis_mc]

I have a problem that is still yet unresolved and have obliged the requests of ViaTalk. I have a ticket submitted as well.

The problem is that there are times (interrmittent) where I place a call and there is no ring and I do know hear the person I called. It is just dead silence. I wait for a period sometimes exceeding 30 seconds and then hang up. I call the person again it is goes through and the person wonders why I didn't say anything and just hung up. One thing to note, the person can hear me but I can not hear them and I do not even know they answered. Again, this is intermittent and takes place on both my business line and residential line (both are ViaTalk.)

It is at Level 2 Support and does not demonstrate professionalism on my business line. I have a ticket already opened but need to see resolution come to this especially considering my business line and presenting a professional aspect. It you require the ticket number please PM me and I'll gladly provide the information requested.

Thanks!

[KC9FOI]

The dead air issue when you call is not just limited to Viatalk. I have had it too from time to time. I also had it when I was with a competitor. They would make an adjustment to the account and it usually worked better. It hasn't been a big enough issue with VT to open a ticket yet, but if it does, I will join in with you.

[ElongEG]

i have the two year deal as well i had good service in the beginning but now i have drop outs and skipps i have had tickets in and was thinking it was on my end with the min 128 k up but i found out today after downloading a voice mail to my suprise the drop outs and skipping is also on the voice mail how can this be if the voice mail went to via talk server not mine and i downloaded the mail not haveing anything to do with upload speed now i realy must rethink i need help with this viatalk i almost droped the service going back to verizon is not what i want to do and teck said they may give me half my mony back if this is on your end viatalk you will give me all my mony back.......................................................................so just fix it so we have good service we expect:mad:

[red400]

i have also had trouble since day one. i signed up for two years with one year free. i am not receiving all of my calls they, seem to be going to my voice mail instead of ringing on my end. people who have called me has said they have to try two or three times before the call goes thur. also am having the dead air issues, like when i call someone there is dead silence, and i have to keep trying.

i have called viva talk several times and they say they will do some adjustment and all will be well. but after a few calls the problems are still there

am considering going back to bell south if this is not fixed soon. this has been going on for about the time i signed up a few week ago

[voxabox]

i have also had trouble since day one. i signed up for two years with one year free. i am not receiving all of my calls they, seem to be going to my voice mail instead of ringing on my end. people who have called me has said they have to try two or three times before the call goes thur. also am having the dead air issues, like when i call someone there is dead silence, and i have to keep trying.

i have called viva talk several times and they say they will do some adjustment and all will be well. but after a few calls the problems are still there

am considering going back to bell south if this is not fixed soon. this has been going on for about the time i signed up a few week ago

red400,

if you're still experiencing problems and interested in using VT,
let's start with some info which might help with resolving your problem
for starter, info such as your HSI provider, provision rate, router/firmware version, ATA model/firmware version, whether the ATA provided by VT or your own, network configuration,...

Unless there is a stability problem with your HSI connection,
I'm pretty sure that with the talented people here, you'll get your problems squared away in no time

Cheers,
v

[Chulo]

My sister and I use VT with different ISP's (Time Warner cable and Fios) and we both have the same problem with calls skipping to voicemail. I've also had Lingo on the TWC connection since 2005 and it has never missed a single phone call, therefore the problem is not isp related. I've tried every common VoIP tweak I can find (http://forums.hostrocket.com/showthread.php?t=21015) with no improvement. I've found many threads on this topic in alot of other forums, so it is common, but it seems like there's still unaffected customers out there (I've noticed alot of the affected users are on NY-2). Anyway Voxabox, if you know of anything else I can do, please let me know. I just want my phone to ring when somebody calls. :(