Tech Support Ignoring Our Ticket, Making Problems Worse Not Better

[myron12]

I have been contacting ViaTalk tech support about MAJOR problems with our phone. We frequently cannot receive incoming calls, the calls either go straight to voicemail without ever ringing or the inbound caller cannot hear the voice on our ViaTalk phone. We also have been dropping calls frequently, with them either breaking up or dropping entirely. I contacted ViaTalk support about these problems, and like always they wanted a detailed description of our network. I provided this and they asked me as a test to bypass our router and plug directly into the modem. I did this, responded to them with the results, and have never heard back from them. It has been more than 24 hours (and more than 3 days since this began THIS time), the problem is not resolved at all. I had to go back to the normal setup as our modem has only one ethernet connection, and obviously our computer needs to run as well. That's why we run a router with a DMZ setup, just as instructed by ViaTalk both in past problems and when we signed up. Now, since following tech supports advice, the problems are only worse. Not only are all the original problems still very much there, but we also now cannot place outbound calls frequently. There will be a dial tone but the phone will simply make beeping noises at us when we attempt to place a call. By power cycling the ViaTalk device multiple times I can get it to work for a short while, but then the problems come back. So tech support has not only not fixed or even really attempted to fix our problem, but they have made it worse. They now seem to be ignoring the ticket, leaving us with a phone that is basically inoperable. I am not getting what I paid for and am very upset. Someone needs to take control of this situation, make our phone work, provide us customer service in a timely and helpful fashion, and repair what is beginning to look like a situation where ViaTalk loses a customer and gets negative word of mouth spread. We simply expect the service we were promised and paid for, and the customer service we were promised as well.

[gsquare]

Not sure that it can be wrapped into a tidy fix, but VT has been working what appears to be a major network issue for perhaps two weeks. The customer symptoms are similar to yours, with inbound calls going to VM or going to Network Down Forward. Outbound calls not connecting, or dropping. VT advised about a week ago that they were having "capacity" problems. Also later, that they were adding new servers, and more recently that they were upgrading their new servers software and also their legacy servers. So something pretty major is going on, and with the length of this upgrade, appears they are having some unexpected problems. This may not be associated with certain problems you were previously experiencing, but would think it is, with your most recent sever problems. My service has gone from good to just nagging. Too bad that the Tier 1 or Tier II Tech support people dont give you an "Oh, by the way, we're experiencing some network stability issues".

[vtjosh]

Hi myron12,

Can you PM me your ticket ID? I would be happy to look into this for you.

-Josh

[myron12]

Josh-

I just PM'd you my ticket ID. Thanks for the help, I hope this is the beginning to some resolution of these problems.

myron12

[myron12]

still no response from tech support, they are still ignoring this. i even requested they escalate this to level II tech support and no response.

[sbradshaw]

still no response from tech support, they are still ignoring this. i even requested they escalate this to level II tech support and no response.

Call VT. See recent VT CEO response:

http://www.dslreports.com/forum/remark,18592872

[Heat305]

I have been contacting ViaTalk tech support about MAJOR problems with our phone. We frequently cannot receive incoming calls, the calls either go straight to voicemail without ever ringing or the inbound caller cannot hear the voice on our ViaTalk phone. We also have been dropping calls frequently, with them either breaking up or dropping entirely. I contacted ViaTalk support about these problems, and like always they wanted a detailed description of our network. I provided this and they asked me as a test to bypass our router and plug directly into the modem. I did this, responded to them with the results, and have never heard back from them. It has been more than 24 hours (and more than 3 days since this began THIS time), the problem is not resolved at all. I had to go back to the normal setup as our modem has only one ethernet connection, and obviously our computer needs to run as well. That's why we run a router with a DMZ setup, just as instructed by ViaTalk both in past problems and when we signed up.

I am in the same shoe as yourself with tech support. It seems they have one solution only and it's to put the ATA infront of the router. Below is an email quote of tech support because I had network down feature sending the call to my number in the CP when my internet and power was fine. I won't even bother to answer back. I can't have my ATA infront of the router forever. I need to have my pcs connected as well. ATA is in the DMZ as well. It works fine for a month or so then it happens at least once. I am done with tech support for more in depth technical issues. Folks on the board seem to know more. Will only use tech support for something simple if I do need them. I am sure it won't bother them that I don't ask for help either. :mad:

" Hello,

Are you still experiencing this issue? If so, please try the following when you experience this issue:

1. Plug your adapter directly into your cable modem.
2. Plug a single phone directly to the adapter.
3. Unplug the power on both the adapter and the cable modem, and wait for at least 1 minute.
4. Plug the power in on the cable modem, and wait for it to completely power up.
5. Plug the power in on the adapter, and wait for it to completely power up.
6. Check for the phone light on the adapter and dial tone on your phone.

Once you have done this please let us know the results!

_
ViaTalk Support
Please Rate This Response, Your Feedback Is Appreciated:
http://feedback.viatalk.com/fillsurvey.php?sid=24

[Brian188]

Are you still experiencing this issue? If so, please try the following when you experience this issue:

1. Plug your adapter directly into your cable modem.
2. Plug a single phone directly to the adapter.
3. Unplug the power on both the adapter and the cable modem, and wait for at least 1 minute.
4. Plug the power in on the cable modem, and wait for it to completely power up.
5. Plug the power in on the adapter, and wait for it to completely power up.
6. Check for the phone light on the adapter and dial tone on your phone.

Once you have done this please let us know the results!

_
ViaTalk Support
Please Rate This Response, Your Feedback Is Appreciated:
http://feedback.viatalk.com/fillsurvey.php?sid=24

Great advice! Here's mine. Get out of bed in the morning.

1. Wake up.
2. open eyes.
3. sit up.
4. place one foot on the floor
5. place second foot on the floor.
6. remove butt from bed and stand.

Duh, oh.

I sure hope you rated that that lousy response as they asked you too. I'm sorry but if I were tech support I would be too embarrassed to even send that email.

[abaldish]

It is called read the script on the screen it does wonders! NOT!

[Heat305]

You guys made my day,lol.

:D