Review....

[tradergordo]

Well we all know they are being swamped right now due to the SR fiasco, so I would expect them to be very slow to respond to anything including setting up new accounts becuase they didn't have the staff for it and there is only so much you can do to ramp up in just a few days.

I'm also a SR refugee and I signed up with viatalk but so far have had absolutely no comminication from them and no status update on my order in the few days since signing up. At least they haven't charged me yet :)

At any rate, from my experience, the people with call quality complaints usually have crappy internet service and this really has nothing to do with the VOIP provider.

I honestly have no idea what to expect from VT at this point, but I'm going to give them a try. I was very happy with SR until they shutdown their service with no warning whatsoever. My biggest fear is that VT might do the same thing (even though they claim they are profitable, I just can't believe it at this point).

[FarmerBob]

Well we all know they are being swamped right now due to the SR fiasco, so I would expect them to be very slow to respond to anything including setting up new accounts becuase they didn't have the staff for it and there is only so much you can do to ramp up in just a few days.

I'm also a SR refugee and I signed up with viatalk but so far have had absolutely no comminication from them and no status update on my order in the few days since signing up. At least they haven't charged me yet :)

At any rate, from my experience, the people with call quality complaints usually have crappy internet service and this really has nothing to do with the VOIP provider.

I honestly have no idea what to expect from VT at this point, but I'm going to give them a try. I was very happy with SR until they shutdown their service with no warning whatsoever. My biggest fear is that VT might do the same thing (even though they claim they are profitable, I just can't believe it at this point).

I'm sorry, but you are wrong. I have a great Internet connection - 7.1/896 and while I was with Vonage, I had none of the problems that I have with VT. A good 85% of the current problems are on their end, with incoming caller connection and quality problems and VoiceMail notification, delivery and quality problems. None of that has anything to do with my nor anyone's Internet connection. This all before it even gets to us. Also if you read the forums there are a lot of people from all different walks of life that are having the same problems over the same period of time at the same time. That can not be attributed to their ISP's/Connections. You sound just like ViaTalk tech support when they can't figure something out. This will come back to bit them.

And we'll have to see. Everyone in the market is comparing VT's business model to the failed one of SR. Plus with the horrible, getting worse, customer service, and the rest . . . it could be only a matter of time. I just hope when it does happen, Vonage has a refugee deal.

[voiper]

A couple of months have passed since I signed up with VT, and I am slowly but surely being nudged towards dumping them. I find the connection quality suffering, and the Customer Service to be so poor, that it is almost comical.

When I performed my VOIP provider research, and decided on VT, I very much felt it was the correct choice. Now that confidence factor has certainly fallen from grace. That being said, I do prefer to stay with them at this juncture.

This review stems not only for myself, and those looking for future service, but more importantly, for VT to honestly look inward, and proactively consider some much needed changes. After all, it isn't as though these problems have been a secret, or simply popped up out of the blue.

[Heat305]

A couple of months have passed since I signed up with VT, and I am slowly but surely being nudged towards dumping them. I find the connection quality suffering, and the Customer Service to be so poor, that it is almost comical.

When I performed my VOIP provider research, and decided on VT, I very much felt it was the correct choice. Now that confidence factor has certainly fallen from grace. That being said, I do prefer to stay with them at this juncture.

This review stems not only for myself, and those looking for future service, but more importantly, for VT to honestly look inward, and proactively consider some much needed changes. After all, it isn't as though these problems have been a secret, or simply popped up out of the blue.

Let's hope they are listening and reading the forum to see what's going on after someone signs up. Fingers cross.

[hrtanya]

A couple of months have passed since I signed up with VT, and I am slowly but surely being nudged towards dumping them. I find the connection quality suffering, and the Customer Service to be so poor, that it is almost comical.

When I performed my VOIP provider research, and decided on VT, I very much felt it was the correct choice. Now that confidence factor has certainly fallen from grace. That being said, I do prefer to stay with them at this juncture.

This review stems not only for myself, and those looking for future service, but more importantly, for VT to honestly look inward, and proactively consider some much needed changes. After all, it isn't as though these problems have been a secret, or simply popped up out of the blue.

I'm very sorry to hear that you haven't had a satisfactory experience lately. If you are having quality issues, have you submitted a ticket? I would be happy to look into this for you. Please send me the TicketID. Thanks!

[FarmerBob]

A couple of months have passed since I signed up with VT, and I am slowly but surely being nudged towards dumping them. I find the connection quality suffering, and the Customer Service to be so poor, that it is almost comical.

When I performed my VOIP provider research, and decided on VT, I very much felt it was the correct choice. Now that confidence factor has certainly fallen from grace. That being said, I do prefer to stay with them at this juncture.

This review stems not only for myself, and those looking for future service, but more importantly, for VT to honestly look inward, and proactively consider some much needed changes. After all, it isn't as though these problems have been a secret, or simply popped up out of the blue.

Exactly! I agree.

[voiper]

This is alarming. I can without a doubt, now relate to you that I will be DUMPING ViaTalk when my billing cycle nears closing.

They have absolutely no respect for the Customer, and I sure as heck won't sit Idly by, and continue to support this company with upfront monthly charges that come nowhere close to cost for service ratio. They are a service business, which they conveniently seem to forget.

I know hrtanya said she would look into this, however, I firmly believe that a company needs to stand on their own merit, and deal with Customer problems in a professional and timely manner. ViaTalk, in my opinion, is so far removed from professional, it quickly slid from comical to plain pitiful.

I am so glad I only signed up for monthly service, so I won't end up being screwed. I have gone so far off ViaTalk, that I can whole-heartedly say that were they to offer me a free year due to their shoddy performance, that I would not for a second, entertain that thought. Good riddance.

[elysian]

This is alarming. I can without a doubt, now relate to you that I will be DUMPING ViaTalk when my billing cycle nears closing.

They have absolutely no respect for the Customer, and I sure as heck won't sit Idly by, and continue to support this company with upfront monthly charges that come nowhere close to cost for service ratio. They are a service business, which they conveniently seem to forget.

I know hrtanya said she would look into this, however, I firmly believe that a company needs to stand on their own merit, and deal with Customer problems in a professional and timely manner. ViaTalk, in my opinion, is so far removed from professional, it quickly slid from comical to plain pitiful.

I am so glad I only signed up for monthly service, so I won't end up being screwed. I have gone so far off ViaTalk, that I can whole-heartedly say that were they to offer me a free year due to their shoddy performance, that I would not for a second, entertain that thought. Good riddance.


I just signed up for VT. What exactly is wrong w/ VT? Any specific examples? I want to know since I've heard other people say good things about VT.

[GregM]

Did you open a ticket, voiper?

[voiper]

Did you open a ticket, voiper?

Ticket, multiple tickets, say it any way you wish. For me, they no longer carry any meaning whatsoever. In fact, I do not believe they exist any longer.

To Whomever: If you desire, take what I say with a grain of salt. Each individuals situation differs when dealing with companies, however, I have no doubt that you will eventually end up feeling just as I do at this point. I have been around the proverbial block a time or two, and I once again see the negative pattern that has developed with sooooo many other deficient companies, now with ViaTalk. Doubly so with the death of SunRocket upon them. Example: Yesterday I read that a Customer called ViaTalk and was over 40th in line. Man O' man.

When a service is offered, regardless of price, it is on the onus of that company to provide said services, or at least try very hard to repair problems that arise....professionally. No excuses from them, no excuses from others, no moaning, just do it. When this type situation occurs, I refuse to pay them my hard earned money, PERIOD! For me, I have nothing more to say on the subject.

[awwc]

Details? How bout some specifics of your issues?

[jgitomer]

I agree that customer service response times are terrible. I opened a ticket yesterday at 11:30 a.m. that seems to have gone to limbo.

I am not fed up, though. I really like the low cost of VT. I was spending $114 a month for 2000 minutes on my cell phone line, so I can put up with some rough spots in order to save $104/month. When I dumped my cell, I bought a prepaid Tracphone to keep in the car for emergencies, so I can use that if I must. No, it's not ideal -- but $104/month is a lot of lettuce in my pocket over the course of a year.

I usually end up coming to the forums and trying to trouble-shoot on my own. I don't like doing that, because I don't know what I'm doing and it takes hours. When I'm having VT problems, I feel like fixing VT is my new hobby. I have to spend hours trying to figure it out on my own, when I really just want to call my mom and say hi.

However, I knew when I signed up that VT is a young company and VoiP is a relatively new technology, so I expected some glitches. My brother had Vonage and went back to a landline because he couldn't tolerate the blips. Also, I did a lot of research before going with VT, and chose it because it seems to be more reliable than a lot of its competitors, plus the price is unbeatable.

One thing I do like about VT customer service is that when I actually get a hold of an actual person, he spends time trying to solve my problem. I do not feel like I am talking to an script-reading robot.

I sprang for the priority service. For a couple of bucks a month, I don't have to ever have the sinking feeling upon hearing, "You are number 84 in line...." The priority service is good for telephone help, but does not seem to impact response times for tickets submitted online.

I got one of the two-year deals, so I'm sticking with VT for a good while to come. It will be interesting to see how the company has evolved by the time I'm looking to re-up or migrate. So far, I'd say I'm pretty satisfied.

[kieranmullen]

If everyone purchased priority support since the price is so cheap... would it really then be priority? :-)

KM

[DarrenGM]

KM, I have the same question. I purchased service on Monday and its now Thurs evening and my order status page has not changed: a check next to order placed but a RED check next to invoice not billed, number not acquired and order not shipped! I called and submitted a ticket on Tues after I switched from SR to upgrade my support for $9.95 thinking it would be faster but it seems its all for not. I agree with others that the technology or for that matter the success of VT through SR's demise is a businesses dream but if you can't support the customer (just send out the router or recommend we goto best buy and reconfig it or a simple e-mail talking to the customer) then your going to get bad publicity. It's how much we are willing to take before we jump ship....but I guess SR tipped the boat before alerting us....hopefully our orders are being placed and attended to...who knows. I spent 78 minutes on the phone trying to talk to a customer service agent that could only tell me that they were shipping the item asap but I see nothing has been done on my order page. A little disheartening if your going to cort customers from one provider to another (let alone that I'm a hostrocket subscriber using their hosting...I have nothing but great things to say for there hosting solutions!) :)

Just my 2 cents...

[localt]

If everyone purchased priority support since the price is so cheap... would it really then be priority? :-)

KM

What good would it do? Talking to someone who won't help you in less time? I've had multiple tickets and phone calls to the support for issues regarding incoming fall calls, nothing got done...