dslreports logo
site
spacer

spacer

spacer




how-to block ads



voip.ms page on DSLReports
Six Month Rating

Reviews:
bullet 287 reviews (259 good) (6 bad)
bullet Submit a review by email click here
bullet login for new review notification feature

Review by xraminx See Profile

  • Location: Oakville,ON
  • Cost Contract price not specified.
Good "Cheap. Flexible."
Bad "Tech support is pathetic."
Overall "Don't count on their tech support"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)

My Other Reviews

·flowroute
I bought a DID number from them and tried to set up DID based inbound routing on my PBX.

Turns out their servers do no include the DID number in the SIP request making it close to impossible to set up DID based inbound routes on your PBX. (Edit: it does, you need to set the SIP URI properly).

Their tech support is not knowledgeable. The first response I got to my detailed question was like the tech support was brushing me off, hoping I would resolve the issue myself. (And I resolved the issue myself at the end.)

Their support system is ridiculous: I gathered some valuable SIP debug information from the Asterisk log and pasted it in the support ticket but when I hit the "Submit" button, some crucial information was stripped from the log I pasted, rendering it useless.

Use their service if you think you can solve the problems yourself. Don't count on their tech support. You are on your own.

One serious issue is that it takes a long time for an incoming call to get connected. They have to fix this. The person calling your DID number will have to wait a long time before they hear the ring.

member for 6.4 years, 274 visits, last login: 104 days ago
updated 139 days ago

Comments:
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13

So...

...did you remember to set "Device type" to "IP PBX Server, Asterisk or Softswitch"?
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute

Re: So...

Yes I did. sip debug shows the TO: field is missing the DID number:
To: <sip:my_pbx_ip_address>
 

It is supposed to look like:
To: <sip:my_did_number@my_pbx_ip_address>
 
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13

Re: So...

Testing it and will post back shortly.
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13
Reviews:
·AcroVoice
·Callcentric
·Anveo
·Shaw
I set up a sub account with password authentication, configured my Asterisk server with its credentials, registered, routed a DID to it, and it worked. I didn't test IP authentication because I don't have a server on port 5060.

Another way to accomplish what you want is to set up a SIP URI (from the DID Numbers menu). Use the syntax {DID}@my_pbx_ip_address. Note that {DID} is literally {DID} and will be replaced with the DID number that your caller has dialed. Then you route your DID to the SIP URI you created.

Let us know if either of those scenarios works.
xraminx

join:2008-04-26
Oakville, ON

2 edits

Re: So...

Thanks Looks like I found the solution 3 minutes later than you
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13
Reviews:
·AcroVoice
·Callcentric
·Anveo
·Shaw

Re: So...

I'm glad to hear your setup is working now. I can't address your issues with their technical support, however you might want to consider revising your other ratings, particularly "Ease of Installation", since the solution to your problem is clearly documented.

I notice you've rated Call Quality and Reliability at 50%. If you are having audio quality issues and downtime, please let us know if you would like help troubleshooting it.
xraminx

join:2008-04-26
Oakville, ON

Re: So...

I updated the review.
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13

Re: So...

Thank you! And feel free to let us know if you have any other questions we may be able to answer. Have a great day!
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute
Okay I figured out what the problem is and the DID based routing works now.

The SIP URI that you forward your DID to, must look like:
1{DID}@my_pbx_ip_address
 

But I had set it to
my_pbx_ip_address
 

One serious issue is that it takes a long time for an incoming call to get connected. They have to fix this. The person calling your DID number will have to wait a long time before they hear the ring.

Nevertheless, as I mentioned before, you cannot count on their tech support. You are on your own.
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

Re: So...

I do not agree that you can't count on our technical support. There's a lot of documentation in our wiki, and "my_pbx_ip_address" is clearly something you need some technical knowledge. Let me know if there's anything else we can do to help you get you started with your first PBX.
--
Martin - VoIP.ms
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute

1 edit

Re: So...

MartinM, you are entitled to your opinion.

I wrote about what I actually experienced. Tech support was useless.

They have access to all my settings on their servers. I also sent them detailed logs from my Asterisk CLI. They could not find the problem.

Here is the issue number. Go check it out for yourself:
Ticket #37355

BTW, it's not my first PBX.
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

Re: So...

I will take a loot and try my best to help you, from a quick look at the ticket is that you tell the technician that he used a crappy canned response and that our ticketing system trunks parts of your logs. That is normal, I would recommend perhaps attaching the log in a text file, as is the standard in the industry, and perhaps, refrain from using juvenile language.

Regards,
--
Martin - VoIP.ms
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute

Re: So...

Yes. I did say the first answer was a crappy canned response because it was. And I feel insulted to get a useless response to a detailed question I asked.

If you do not consider the first response a crappy canned response then you have no idea what an acceptable customer service is like.

And the problem is resolved by myself so you don't need to look further.

I suggest you improve your tech support instead of defending it.
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

Re: So...

At the end of it, it is working and we had nothing to fix, I understand your frustration in not getting an immediate answer in fixing your error. For that, I deeply apologise and I will make sure the technician who attended your case gets interviewed about your case.

I'm happy that the service is working as intended,

Best Regards,
--
Martin - VoIP.ms
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute

Re: So...

And I appreciate you looking into this. What you need to fix is your customer service.

Looking forward to using your service and buying more DID's from you.

If in the future I use your customer support and I am satisfied, I will certainly change my review.

Regards
Ramin
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

Re: So...

Glad to hear that.

Make sure you include your traces in an attached text filedocument (SIP Traces contain HTML QUOTES). The best format is a .pcap file that can be parsed properly, like wireshark, if you don't know how to do that you can copy the asterisk output but as mentionned, in a text file.

Also, always make sure your account and subaccounts are set as PBX and not ATA Device, as documented in our wiki, if you want to have the DID included in the invite string.

Regards,
--
Martin - VoIP.ms
Expand your moderator at work
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

3 recommendations

Support has improved a lot

I know this is an old review that was perhaps bumped by mistake or upgraded, but to say our support is non-existent and that you're on your own is a bit misplaced. We can't please everyone and we learn from our mistakes and always improve.

This our current staff on the floor at one of our two offices, picture taken ight now at 4:41 PM, and we don't take days off on Canadian or American holidays. Also, this is on second floor, not in picture are programmers and sys admin, accounting etc.

We're working all the time to improve our customer service, and we invest a lot our financial resources in that department.

I hope we can one day regain your trust in regard to our customer service level. If there's anything I can do, please let me know personally.

Regards,



--
Martin - VoiP.ms
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13

Re: Support has improved a lot

I've always wanted to see what you all look like.
MartinM
VoIP.ms
Premium,VIP
join:2008-07-21
kudos:3

Re: Support has improved a lot

said by Mango:

I've always wanted to see what you all look like.

I'm not in the pic! :P
--
Martin - VoiP.ms
Mango
What router are you using?
Premium
join:2008-12-25
www.toao.net
kudos:13

Re: Support has improved a lot

By any chance is Peter the one with the headphones?
PX Eliezer
Premium
join:2013-03-10
Outland
kudos:6
Reviews:
·Optimum Voice
·callwithus
·Callcentric

Good support

I contacted Voip.MS support a couple of times over the years, and always received good service.

To the OP:

I would say that many providers have multiple levels of support, Level 1, Level 2, etc. Yes, the customer does need to determine when to ask to be moved up.

Also, for the BYOD providers, although they will try "best effort" to help people with their equipment, in the end they can't be responsible for everyone's individual setups.
wideglide36

join:2003-11-08
Altoona, PA
Reviews:
·voip.ms
·Future Nine Corp..

Concerning Voip.ms support

With all due respect to the reviewer:

I have been a customer of Voip.ms for over a year and the few times I have needed support, it has been excellent.

Better than excellent.

So, if the reviewer is having problems with support, he/she probably shouldn't make blanket statements such as was stated.

Maybe in the reviewers opinion support is "pathetic", but in reality, it is not.

I think a lot of members on here would agree........
xraminx

join:2008-04-26
Oakville, ON
Reviews:
·voip.ms
·flowroute

The first step toward solving a problem is recognizing it

>
> to say our support is non-existent and that you're on your own is a bit misplaced
>

The first step toward solving a problem is recognizing it. Take a look at the rest of the reviews. A considerable number of the reviews are giving Voip.ms a lower than average rating on "Technical Support".

In all the responses that you gave to my comments in this thread, you are in a defensive mood rather than being open to criticism.

There is no doubt you guys are there and trying to help the best you can. The problem is that your support team needs to become more knowledgeable and learn how to handle different cases. If a technical support team member is not sure how to address an issue, they need to escalate to a more knowledgeable person rather than brush off the customer who opened the ticket by sending a canned response.

Train your technical support team and you will see how the ratings will improve. You will no longer need to post pictures of the support team to prove that they exist.