Dissatisfied with ViaTalk Service

[nelson3903]

I am approaching the 1st year anniversary and I am a very dissatisfied customer of ViaTalk. Customer service is practically null with the company... I even wrote to the CEO and customer service manager and I have not received any response. The service is terrible and I got tired of constantly calling them -- the caller ID is on and off, the service is on and off, there is always a delay in dialing not to mention that the phone does not ring most of the time.. setting up the voicemail is another chore.. I switched from AT&T whose service was AWESOME -- the reason for the switch was the attractive price from ViaTalk - but I got what I paid for. I am currently exploring other providers and I frankly don't care if I don't get any money back from ViaTalk; I'll be glad to switch to a different company.

[VTAllan]

Have you tried calling technical support or submitting any tickets on these issues? I personally use the service as well and have none of these issues. As such, I would highly recommend contacting our technical staff because what you've mentioned is not up to par of what our service can provide. This is of course assuming your network and internet connection are also working properly.

[Chulo]

Nelson, would you mind posting your experience here:
http://forums.hostrocket.com/showthread.php?t=21015

VTAllan, if you check that thread (and many others around the net), you'll see that the reliability of VT service drops considerably from time to time. I've noticed that during these times, some calls will get to VT, though nothing will be sent to my ata (I don't mean that they are being blocked- according to logs, nothing is received). This is not user specific or ISP specific (3 members of my family have experienced these issues on different ISPs).

The solutions I've tried are listed in the above thread, and I can assure you that there is nothing wrong with my connection, as a competing VoIP service I have is 100% reliable, even when VT is not. If there are any further trouble shooting steps you can suggest, please let me know. Otherwise, please pass the details of this issue to the technical staff so they might find out what's wrong.

[Brian188]

The solutions I've tried are listed in the above thread, and I can assure you that there is nothing wrong with my connection, as a competing VoIP service I have is 100% reliable, even when VT is not.

Chulo one quick question. What ports are you using on your VT adapter? Having them the same a Lingo could be causing some of your issues. You might want to take a look at that if you haven't already.

I'm betting Lingo uses 5060, so you may want to change VT to 5080. Check RTP ports as well.

[Chulo]

Yep, I changed VT to 5095 a few weeks ago :(

[HRKara]

How is everything going now Chulo?

[rcttexas]

I too have had ALOT of trouble, some very similer to those mentioned above. I have been working with tech support to resolve the issues, and just as I think we have it fixed....nope. My biggest issue now is that about ever 3-4 hours, the service just stops. Then it takes about 30 minutes for the adapter to boot up, unless I unplug it. I have replaced my router and upgraded my IP (9Mb/1Mb). I am suppose to receive a new adapter and we'll see if that fixes it. I tried both Sunrocket and VOIP.Com and their service is solid 24/7. However I dred having to switch to them, as their cust. service SUCKS! When I have service, VT is great!! I just need reliable service!! I hope it's fixed soon, I think the tech support guys are getting tired of hearing from me!:p

[Chulo]

Actually everything has been going great.
I'll give it a few weeks to make sure, but if that problem is licked I'll be transferring another line over from Lingo. Everything else about VT has been great, thanks Kara!

[HRKara]

Glad to hear it! Keep us posted.

[Chulo]

Here we go again. I got a call at around 2:50 that was forwarded to my cell (network down #). I then called from my cell phone twice- the first call got through, the second was forwarded.

Everything was good this last week or so. I would try to find out what changed today (from about 2:50pm-3:15pm). I know it takes time to find problems like these, but I would definitely make this a high priority.

[vtjosh]

Here we go again. I got a call at around 2:50 that was forwarded to my cell (network down #). I then called from my cell phone twice- the first call got through, the second was forwarded.

Everything was good this last week or so. I would try to find out what changed today (from about 2:50pm-3:15pm). I know it takes time to find problems like these, but I would definitely make this a high priority.

It sounds like your ISP might not play well with our dynamic rollover - not all ISPs do. Have you ever tried setting up static routing in your control panel to test if your connection stays up longer?

Try switching to the closest server to you and setting up static routing using the 'Server Config' icon in your CP.

-Josh

[taylor2767]

Here we go again. I got a call at around 2:50 that was forwarded to my cell (network down #). I then called from my cell phone twice- the first call got through, the second was forwarded.

Everything was good this last week or so. I would try to find out what changed today (from about 2:50pm-3:15pm). I know it takes time to find problems like these, but I would definitely make this a high priority.



Try making the following changes to your adapter and turn provisioning off. After you feel your phone is stable enough have tech support make them permanantly. (assuming you are not byod)

If you really want reasonably fast (still a few minutes, but much faster than the adapter default) retry of registration, I suggest you set these adapter values (which I described in more detail in a different forum thread):


Setting on each of your two "Line" tabs:

Register Expires: 450

Settings on the SIP tab:

Reg Min Expires: 50
Reg Max Expires: 1200
Reg Retry Intvl: 66
Reg Retry Long Intvl: 150

[Chulo]

VT Josh- As mentioned in the previous thread, I'm now BYOD, so my server is changed manually. I didn't have my router (used only for logging my SIP port) connected because everything has been fine lately. I will reconnect it tomorrow for diagnosis incase this occurs again.

-Keep in mind that the problems I've previously documented ARE on the VT side- I have proven it with logs of my sip port, connection monitor, and my 100% perfect Lingo service on the same connection. As I also mentioned, this problem is NOT isp specific (I've already tested Time warner cable, Verizon Fios, and Earthlink cable). If you aren't looking into this issue already, please do so.

Taylor- Thanks I have those settings in use already. I've been researching this problem for a while.

[Brian188]

It's back for me too. It has been gone for several weeks, but 3 calls today went the net down number. Yes the internet connection was fine.

[hacksurfin]

I have been droping calls all the time some time in 10 sec others in 25sec always different and I hardly ever get my phone to ring everything goes to VM even when I call from my old SR line. I am a bit skeptical about this service now that I have it. I am Also a BYOD Shitrocket customer with the innomedia unlocked.

What is the problem here Via Talk?