What to do now?

[thewiz]

I received my adapter and it came formatted for a lady in Chicago with her account and phone number. I am sure she would like to have her account set up correctly and I don't need an out of state area code here in SW Virginia.

Will I have to spend 12-14 hours on hold to get this resolved or can this device be reconfigured remotely?

I am my wits end with this poor communication and service.

Any feedback?

Thanks.

[Atac]

It would seem to me if it is a VT adaptor and they provision it, then you will either have to:
1) send it back and get the right one, or

2) spend $1.95 for Priority Support to only spend several minutes waiting on the phone to get hooked up instead of several hours.....heck, they might even refund or credit your account for the $1.95 on the spot since it was THEIR mistake sending you an adaptor with someone else's info.;)

[thewiz]

Could you furnish me a link to priority support?....Every link they have furnished me from user name to tracking numbers have had an invalid response.

I am wondering if anyone is at home, so to speak. :cool:

[Atac]

I think the only 2 ways to sign up for Priority Support is:

1) Log into your control panel at VT (your account page with all the difference icons). The top line on the far right is an icon that says "Priority Support". Click the icon. It takes you to a page that explains it. There is a button at the bottom. Click that button and you will be signed up for Priority Support.

2) If you cannot log into your account, then you will have to spend a long time on hold waiting to talk to a customer service rep.....then, you could either sign up for Priority Support in case you have to call back a few times to resolve your issue, or just explain the issue and hope it only takes the one call.

PS- I only ever called for phone support one time (3 tickets still unanswered 4 weeks later). I called at 8am EST on a Sunday morning- knowing there would not be many customer service reps at work, but also knowing there would not be many folks up using phone support. I was # 6 in line. I had to wait about 75 minutes as during that time 3 Priority support people bumped me while I was #3, #4, 3, 4, 3, 2, 3, 2, 2 ,2, 3, 2, then finally #1 in line. It only took the one call to resolve my issue. Looking back, $1.95 would have been worth the hour of my life I spent on hold "doing other things" waiting for the rep.

[thewiz]

Well, the really cool part about this Priority Service is that I can get to sign up for it with MY account but it is only activated by them receiving MY phone number in the lineup so...........since I don't have MY phone adapter, any call I make will be coming from the Chicago number and not mine here in SW VA.

LOL

This is the most ignorant company I have ever tried to deal with. You are continually left to fend and answer questions for yourself even when they screwup. I think I am going to box up THEIR PHONE ADAPTER, mail it back and call my credit card company to deny ALL payment to them. For the last 34 days have been nothing but a total complete exercise in futility.......

I don't think, I need a home phone anymore....just stick with the cell....at least it works.

Thanks for your reply and good luck to you.

[bigjohn]

Go here:
http://www.viatalk.com/broadband_phone_support.htm

Click the account management option.
click the lost my password link.
enter the email you signed up with.

Bingo. Your phone number and password arrive in your inbox.

Then, login to that screen again. You can add a prioirty support ticket (24-36 hours...) or, it will tell you you can call..

call up, choose 2, then 4.
then