schuess
08-29-2007, 11:13 AM
I was actually a happy Sunrocket customer until one morning when I woke up and found I no longer had phone service. So began the hunt for a new provider. I hate BellSouth and which reduced my search to VOIP providers for my area.
I initially went to Viatalk and actually signed up but never heard anything so I canceled within a week. I then signed with VOIP.com. After 3 weeks, I finally got a telephone number even though it only took them 2 to get me an adapter. But, I was never able to dial a local telephone number. Customer Support there was overwhelmed and no help so I canceled.
I signed up with Packet8 which was immediately responsive and had me an adapter within 2 business days. I use my VOIP service to not only make calls but to also run my home alarm system and my DISH Network satellite boxes that have to call in once a day to keep me from having to pay an extra $5 a month fee. I also need to send a fax once or twice a month. Unfortunately, the phone adapter provided by Packet8 would not do any of this. I never had any issues with my Linsys SP2102 from Sunrocket. So...
I came back to Viatalk and actually waited this time for an adapter. Actually, I had one within a week of signing up. I had the normal 1, 2, 3 hour wait to speak to a customer service rep and they were generally less than cordial. When I recieved my adapter, it was a Linksys PAP 2T which must be hooked up downstream of your network router. When I hooked it up to my Netgear WPN 824 router it brought my whole network down. After waiting on hold for 3 hours the CS rep blatantly informed me that it is an issue with my router and that there is nothing he can do about it. I must use a different router. I asked why Viatalk doesn't use the 2102 phone adapter which can be hooked up between the cable modem and router and he said he doesn't make those kind of decisions. So I packed up my Viatalk phone adapter and began the long and arduous task of figuring out how to cancel my account and find the return address to send the adapter back. It took me a couple of hours but I have succeeded.
I called Packet8 and signed up for the additional $9.99 a month Facsimile service which will allow me to use my fax, alarm, and satellite receivers. Not the perfect solution, but it is a solution, of which I was not getting with Viatalk or VOIP.com.
Viatalk, if there is one suggestion I can make, you need to improve on your Customer Service. Ditch the priority service, raise your rates, and get some people in there who will be genuinely helpful and COURTEOUS! I know you were inundated after the demise of Sunrocket but so were all the other services. One thing I will say is that Packet8 CS has been very courteous and have gotten me my equipment service up and running in 2 business days. No one else has matched that.
I initially went to Viatalk and actually signed up but never heard anything so I canceled within a week. I then signed with VOIP.com. After 3 weeks, I finally got a telephone number even though it only took them 2 to get me an adapter. But, I was never able to dial a local telephone number. Customer Support there was overwhelmed and no help so I canceled.
I signed up with Packet8 which was immediately responsive and had me an adapter within 2 business days. I use my VOIP service to not only make calls but to also run my home alarm system and my DISH Network satellite boxes that have to call in once a day to keep me from having to pay an extra $5 a month fee. I also need to send a fax once or twice a month. Unfortunately, the phone adapter provided by Packet8 would not do any of this. I never had any issues with my Linsys SP2102 from Sunrocket. So...
I came back to Viatalk and actually waited this time for an adapter. Actually, I had one within a week of signing up. I had the normal 1, 2, 3 hour wait to speak to a customer service rep and they were generally less than cordial. When I recieved my adapter, it was a Linksys PAP 2T which must be hooked up downstream of your network router. When I hooked it up to my Netgear WPN 824 router it brought my whole network down. After waiting on hold for 3 hours the CS rep blatantly informed me that it is an issue with my router and that there is nothing he can do about it. I must use a different router. I asked why Viatalk doesn't use the 2102 phone adapter which can be hooked up between the cable modem and router and he said he doesn't make those kind of decisions. So I packed up my Viatalk phone adapter and began the long and arduous task of figuring out how to cancel my account and find the return address to send the adapter back. It took me a couple of hours but I have succeeded.
I called Packet8 and signed up for the additional $9.99 a month Facsimile service which will allow me to use my fax, alarm, and satellite receivers. Not the perfect solution, but it is a solution, of which I was not getting with Viatalk or VOIP.com.
Viatalk, if there is one suggestion I can make, you need to improve on your Customer Service. Ditch the priority service, raise your rates, and get some people in there who will be genuinely helpful and COURTEOUS! I know you were inundated after the demise of Sunrocket but so were all the other services. One thing I will say is that Packet8 CS has been very courteous and have gotten me my equipment service up and running in 2 business days. No one else has matched that.