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Review by lakeratbbq 
Posted: 1.8 years ago
member for 3.8 years, 32 visits, last login: 302 days ago
 Lees Summit,Jackson,MO
 $23 per month (12 month contract)
 about 5 days
 "Simple Equipment Install"
 "LNP and tech support issues"
 "Service works...as long as you don't have to deal with the company"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)
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I decided at the end of July 2006 to switch to Packet 8 from another VOIP carrier that I had been with for just under 2 years. My decision to change providers was based entirely on the fact that the other carrier still was not offering E911 service in my area. Packet 8 was my second choice the first time around, after reviewing the current list of providers here on broadband reports decided to go ahead and switch to Packet 8.
Ordering, shipping, delivery, and installation all basically went without problem. I may have been slightly overcharged, I need to study this and will post an update soon.
Basic Configuration:
Comcast --> Modem --> Router --> ATA --> Phone
Configuration Details:
Comcast: Fast Connection averages 10M/760K (pay more for speed option)
Modem: Motorola Surfboard SB5120 leased from Comcast
Router: Linksys WRT54GS - only firmware adjustment for VOIP is to give ATA
priority via QOS parameters using MAC address method.
ATA: BPG510 provided by Packet 8
Phone: 1 Cordless base operating 6 handsets.
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PROBLEMS AND ISSUES:
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1 -- Packet 8 provides a trouble ticket system via their web portal. I have submitted a total of 4 tickets and not had any action taken on any of them until a follow-up phone call was made anywhere from 1 week to 2 months after submission. While this should be the most efficient method of support it is apparently the least efficient.
2 -- Caller-ID time stamping: Tried to resolve this issue via the trouble ticket system, no response. Two different calls to tech support and I was told to change the time zone in a specific place on the website (same advice both calls--despite the fact I stated the second time I had been there, done that). Only finally resolved the issue after a google search for another reason uncovered that this Time Zone was actually a function in the firmware settings of the BGP-510 ATA.
3 -- LNP -- *UNRESOLVED ISSUE as of 10/17/06*-- I started the local number porting process via the link on packet 8's web portal on 8/9/06. Packet 8's documentation does state up front that the process takes 4-6 weeks. (This seemed excessive to begin with, as I recently ported 2 cell numbers -- one port took 20 minutes, the other about 4 hours.) I faxed the forms required on the same day I started the porting process on packet 8's website. Although I was not directed to do so via the we site I also uploaded PDF's of the documents I faxed and attached them to the LNP support case, as back-up copies.
Nothing regarding LNP happened between 8/9/06 and 9/1/06. On 9/1/06 the following message appeared on the website:
"Summary
Bulk LNP Updation 2006-09-01-14.05.49.000000
Details We've submitted your port application to our carrier, and apologize for the delay. We'll do our best to rush the porting of your number. If issues arise that may prevent your number from porting, we will notify you immediately."
On 9/21/06 after the initial 4-6 weeks had expired I opened a new support ticket in the LNP department simply asking what the delay was. As of 10/17/06 this case is still open with the status of NEW CASE. I have received no call or email.
On 10/13/06 ( a Friday ) I finally called to inquire regarding LNP status. I was told by the rep she would call be back "tomorrow" after she could get an update from the LNP dept. The call never came. I intended to call Monday, but failed due to other issues. Tuesday (today) I received an email stating:
"We have both of the forms needed to submit to our carrier. This has been done, we are now processing your LNP status update which can take 4-6 weeks more not including errors in porting. We will do our best to rush the porting of your number.
Best Regards,
LNP Team"
I called and complained. Within 20 minutes they had the same rep that handled my call last Friday return my call. She said there was nothing she could do other than relay the information provided by the LNP dept. I asked how to reach a supervisor in the LNP dept and was told there is no way for me to reach anyone in the LNP dept directly. She told me she would file and 'escalated complaint' and call me as soon as she had additional information. I obtained the reps direct email address and noted that customer service is apparently out-sourced as the address belongs to a company that provides call centers.
I will update this review as the story continues. At this point I would not select or recommend Packet 8.
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