On hold 4 hours and counting

[NML]

I have been on hold for a little more than 4 hours. I was down to 2nd in line then jumpped to 5th then 2nd then 4th and so on.

I got my login info a few days ago and I keep getting a web page that tells me to contact support.

Edit: Just moved to 1st in line, oops, now back to second. This really sucks.
Edit: Just got off the phone with support the call only lasted 2 min. Total time on hold 4 hours 18 min.

All I can say is WOW!

[NML]

Has anyone beat my hold time?

[NML]

After being on hold 4 hours the tech told me he would have the problem fixed.
Today, I am still having the same problem. Not able to log in getting message Contact Support.

I guess I will be on the phone tonight another 4 hours.

Update: I am now able to log in and I checked the update web page and my ATA device is being shipped. Looks like I am very close to having phone service.

Update: I configured my AC-211SR to work with VT. And so far all is working well. Just waiting for my number to be ported over.

[kieranmullen]

I have been on hold for a little more than 4 hours. I was down to 2nd in line then jumpped to 5th then 2nd then 4th and so on.

I got my login info a few days ago and I keep getting a web page that tells me to contact support.

Edit: Just moved to 1st in line, oops, now back to second. This really sucks.
Edit: Just got off the phone with support the call only lasted 2 min. Total time on hold 4 hours 18 min.

All I can say is WOW!


What type of phoen is that?

[NML]

Grandstream BudgeTone GXP2000

[kieranmullen]

OT Post but what are your likes displikes about the phone? I just have a 286 and 386 right now.

[bps7275]

The phone discussion is probably more appropriate for PM you think?

[kieranmullen]

What are you the fourm police? Please

Besides like viatalk is going to reply to the 100+ compaints about hold times and everything else on here

[bps7275]

Nope, but it is kind of annoying that every thread created ends up being about random stuff.

*sigh*

I didn't mean to come off as pushy, just intended to ask politely to finish a private conversation via PM instead of a public thread totally unrelated to the topic. That's all.

Peace.

[kieranmullen]

Why bother worrying about it? Viatalk inst going to answer anything. There are 100s of posts on why arent they answersing , for rockethost.com too. On the hosting side they are not answering either.

[bps7275]

Yeah I saw that too. I'm not worried about it in any real sense. This thread doesn't even make a request to VT so I wouldn't expect them to respond.

I have not yet called (and waited) for CS because of stories like these. The way I look at it I'm completely at their mercy -- if I cancel I have to wait a really long time on hold to lose money, if I don't cancel I have to wait a really long time to get my hardware and account settled. Thankfully I have a cell phone that I can still use to make and receive calls, but I like the idea of a home phone for all those calls I don't want to be disturbed by (telemarketers, charity, relatives....etc).

[grigby]

I have been a viatalk customer for 13 months. I would never advise anyone to pay for service ahead. Usually means the company is in trouble and trying to advance their cash flow. Anyway I have now been without service at my office for 24+ hours. I cannot get through to Viatalk support. I have checked my number and it is portable I will be out of this as soon as I can find another provider. I would advise everyone to get the heck out of dodge because this thing is about to collapse under the weight of the incoming business.



QUOTE=NML;113476]After being on hold 4 hours the tech told me he would have the problem fixed.
Today, I am still having the same problem. Not able to log in getting message Contact Support.

I guess I will be on the phone tonight another 4 hours.

Update: I am now able to log in and I checked the update web page and my ATA device is being shipped. Looks like I am very close to having phone service.

Update: I configured my AC-211SR to work with VT. And so far all is working well. Just waiting for my number to be ported over.[/QUOTE]

[bps7275]

Actually, as an update to my situation - I received the welcome email today and now have full access to my account information. My order status indicates the device has been shipped and my test calls to my old number are being properly routed through SunRocket to ViaTalk to my cell phone and the call logs in VT accurately show my calls.

I'm glad I waited because I'd just be annoyed that I got ripped off *again*. I agree it's taking a risk to pay it all up front, but it is the least expensive that way and it's one less monthly payment I have to make.

Unlike my signing up with SunRocket, this time I did some research on the company providing the VoIP service and ViaTalk/HostRocket is not going away any time soon. They have been around for 8 years and have built a solid reputation as a fine company up until this event.

I suspect that their golden reputation will take a big hit because of this and because they didn't do the smart thing and turn away customers when new accounts became more than they could handle while retaining existing levels of support to their existing customers. However, I don't see how they're going to go away soon because even though a percentage of new customers will cancel and move to other providers, others like myself will remain and the money we've provide them will help keep them afloat until they can regain control of their once-lauded service.

Lastly, it would be unfortunate for me to go through another SunRocket, but I survived that one and I could survive this one as well -- I just don't think that is likely given my research this time.

[Katmandu]

I've tried calling several times. Waited three hours on three calls and never got through. Started as high as caller 58 and got as far as caller 10 before I got a fast busy signal or disconnected. Very frustrating!

[NML]

Yesterday when I got home I had a package from Viatalk along with an email telling me my number has been ported over. Made a few calls, so far all is well. :)

[bps7275]

So what's your grand total of days from order to service?

[NML]

So what's your grand total of days from order to service?

Copied directly from Viatalk's order status web page.

Order Status

Order Placed 2007-07-21 18:49:19

Invoice Billed 2007-08-02 10:51:21

Number Acquired 2007-08-02 10:51:33

Order Shipped 2007-08-07 12:29:08

Yesterday (08-09-2007) PAP2T arrived and number was also ported over from SR.

Note: I faxed my LOA to have my SR number ported around the same time I placed my order. Not sure if it really sped things up since I kept getting emails that my LOA was incomplete. I had to call a few times (2 or 3) to explain that I followed the procedures for SR users to start early porting.

[ccamacho]

These are the reports that make me want to give up. People ordering after me getting service and people ordering before me still waiting. Is my order in a pile of papers in a large tumbler that Brendan spins and every day the techs pull out 10 lucky customers to process? It feels soooo random.

[bps7275]

Here's my time-line from the status page as well:

Order Status

Order Placed 2007-07-19 15:33:36

Invoice Billed 2007-07-31 10:22:14

Number Acquired 2007-07-31 10:22:27

Order Shipped 2007-08-09 10:33:27

Yesterday (08-11-2007) PAP2T arrived and worked out of the box.

Number is not yet ported. I sent in my LOA a few days after placing the order.

Important numbers for consideration:
- total time was 23 days (not counting porting)
- shipping was 2 days (to an in-state address)
- billed 9 days before order was shipped
- my welcome letter and account management console access arrived the day my device was shipped (08/09/2007)

Hope this helps people who are still waiting get some sense of how long it's taken others.

[cdwilli1]

I have been a customer of Viatalk for close to 12 months. It has been a great service overall with the odd rough spots but not so bad that I would move on.

When the sunrocket mess hit the service at viatalk became bad and then worse. I have lost connectivity frequently and now have lost it for days.

Sent emails marked urgent - nada. Sat on hold for 3.5 hours only to get dumped (dropped to dial tone).

I have recommended this service to friends who have bought it. I hope they are not experiencing what I am - it would make me feel terrible.

This morning I signed with another provider. I am afraid viatalk is done for me. Hope I can get some of my $'s back but if not, do not really care as long as I get a reliable phone.

[WithoutService]

We were having the same issues, had paid and waiting forever for service, and no CS available. Finally gave up. The quickest thing that happens at VT apparently is canceling service, might be the only button on their site that works like a charm.
Anyway, we dumped VT and set up someone else in a cinch. The support is SO MUCH BETTER! Had almost forgotten that I didn't have to put up with crud service. Best of luck to you if you choose to stay with VT.

[Cole]

We're just about to revert our purchase. Totally a scam.

[mdrexcel]

This is really upsetting. Why is it that people who signed on after I have are getting their equipment before me. I signed on 7/18 and still haven't received my equipment. UGH!

[mdrexcel]

Without Service:

Who did you sign on with?

[cdwilli1]

I am trying out packet 8 folks. A little more expensive but got thru to their support people on line in 2 mins not 5 hours.

Hope this works!

[WithoutService]

Good for you, the best thing you can do (for yourself) is move on and correct the problem. VT doesn't hear their customers, you can call and email but cannot get through. The only way to impress them that their service is unacceptable is to dump them ad move on.
Hope your experience with you new provider is great!