Review by blacknoi  UPDATED: 1.1 years ago member for 3.9 years, 954 visits, last login: a few hours ago
Stanhope,Sussex,NJ
$16 per month (12 month contract)
about 14 days
"Easy install"
"Tech support hold times, 3+ hours"
"Service works as advertised, but you get what you pay for in terms of support for the costs you pay"
| Web-site: Ease of Installation: Call Quality: Reliability: Tech Support: Value for money: (ratings match consensus)
|
I'm a Sunrocket Refugee that saw on 7/16/07 that Viatalk had the most similar deal.
1) 12 months of service for 199. This came with: - 3 months free (totalling 15 months) - Up to 12 months "buyout" of your old contract (I had 15 months left with Sunrocket, so this should bump my order to 25 months for 199) 2) I ordered 7/16 and got no sort of automated response for several days. 3) Calling Customer service resulted in me waiting on hold twice for 3 hours each time, only to be automatically disconnected at the 3 hour mark. Calling back in, put me at the end of the line. 4) Viatalk apparently offers "priority support" for 2 dollars a month. This lets these customers CUT IN LINE for Customer service. As a result, those not paying EXTRA get bumped BACK IN LINE... since it happens so often, you'll get hung up on , by the system at 3 hours... losing your place in line. 5) They actually say "you are # XX in line" There were times, I was # 12, then bumped back to 15, then 14, then 13, then back to 15 again.... Twice, I was #2, when I got hung up on, at the 3 hour mark. 6) The service: It took 2 weeks from the date of order to get my voip sip adapter. Installation was easy and it worked right away 7) My credit card got charged at day 5 after my order. Keep in mind I didn't get my device until day 14. 8) My billing date started the day I ordered... I had to call, wait 2 and a half hours on hold and then the guy could only pro rate me until the day my device was shipped. So I lost out on 3 days that it took to ship me my device. 9) LNP: Luckily, I read on a forum thread on this board, dslreports.com that I could fax my info in early prior to getting my account information, so my number port should be done within a few days according to support.
I cannot say how their service is day to day (when they arent picking up 100's or 1000's of refugees) but under this heavy load, I was treated like garbage as customer, and spoke to a more than rude customer service rep named "Eric."
Later I got a rep named Tom who was very nice.
===================================================
Update: On 8/8, my phone number was ported over from Sunrocket as they promised... finally the first thing that was promised and delivered on time.
Followup comments: | Forums » comments on review of ViaTalk |
|