 Review by veloslave 
member for 9.8 years, 2715 visits, last login: 1 days ago
updated 2.5 years ago
 Pleasant Hill,Contra Costa,CA
 $16 per month about 7 days ""When" it works, it is clear and even my fax works most times. But it doesn't always work." "Phone service, phone support... I'm a bit frustrated so far but it is getting better." "I'm not too happy with spotty service and support but going to give them a chance."
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings below consensus)
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11/2/10 Chris called again and we looked into a couple of items. I am now getting what I call "great" customer support. Ratings have been adjusted. With time AND consistent phone performance they will continue to rise.
11/1/10 Chris called and got it going... and I will be the first to admit, although I still think this phone service has been buggy as heck, Chris gave service/support worthy of being called "customer support/service" Even Chris says that they have had a lot of issues with my account and that the setup for mine is very complicated compared to others. That seems strange to me considering I am on Comcast business... a mainstream provider AND I have a static IP AND I have put the ATA on a DMZ. I just want it to work and to get friendly/considerate help when it doesn't... I don't think that is too much to ask. I am going to raise my review from all zeros for the time being... if the service goes back down, so does the rating. I would LIKE to see this rating go up, especially "tech support" and "value for money"... and I am going to give it a little time.
Fair enough?
10/29/10 I have decided that every time my service goes down to review the service... I sure have done a lot of reviews lately. Yes PP is down again... just a week or two after it was down for a whole week. Frankly, this sucks. Been waiting to get a tech for an online chat for around 3 hours so far...
Update 10/16/10
Well... service has been down for a week now... support has been completely useless and at this point they are ignoring me and leaving me with no home phone to use. The last comment I got was "your connection is the problem" except I have tested the connection myself (and FWIW am a network engineer) have had others test it and everything is fine. "your connection" is the fall back of any VOIP company that cannot get their act together. I have a very clean and robust connection with 25/5, no packet loss, a low ping and no other issues. I am fed up with this company and do not recommend anyone to put themselves through this kind of BS. I should have known better than to agree to a 2 year contract... my bad, lesson learned. Avoid them like the plague... when the companies own support personal cannot get the product working and then leave you hanging with no service but keep right on billing you... just look elsewhere. I don't know when my contract is up but I hope it is soon. Time to write a letter to the FCC.
Update: 10/07/10
Same old not so hot service and just OK product. Don't use it a lot so it doesn't irritate me too much but I would elsewhere if it were time for a change. Still seems like VOIP (consumer grade) is immature... at least the ones that are reasonably priced.
End of update
Got some really bad service so far... no one could get it running... they wanted to end the hour and a half "trying to get it working" phone call because it is closing time. Had a guy in Chat hang up on me on purpose (Thanks DAVE you jerk) and it is still not working right not to mention it being almost unusable with FAX.
I have talked with some very nice people... but knowing what you are doing should go along with the title. Took two calls, both over an hour long to get it working/dial tone... which is intermittent/sometimes it stops working, so it is still not working right and then you get hung up on.
This is another not ready for prime time (everyday dependable residential) VOIP service that the industry is littered with. Maybe I need to move up in price range to get a dependable service WITH customer support that shines... but who are they?
Why can't more companies be run like Honda, Sonic.net and Verizon?
Product AND service... is it too much to ask?
Unfortunately in the day and age it seems the answer is "yes"
Comments:
 | | VZ If you're looking at a product and want it to work line your POTS from VZ keep them. You'll never find it with VoIP. | |
| veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA | No need to contact me It is what it is... the problems happened, the support was poor. It is working now and since I am part of the "wireless generation" I depend on my VZ cell phone and just use the VOIP line so the wife has a home phone.
I don't plan to move from PP at this time and if the product does not cause any more problems then maybe I will be around for a while because frankly I don't feel like going through a switch at this time.
Time will tell... the ball is in PP's court... for now.
Landline? POTS?? that would require ATT... Oh heck NO!!! 
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Mom was right.... I NEED fiber! | |
|  | ddwrtSit down and drink with me
join:2010-06-09
Albany, NY
kudos:2 | Re: No need to contact me Since service is working better for you now, would you consider updating your review and adjusting the ratings accordingly to reflect your more positive experience.
I have a friend of mine who has Comcast in VT and her QOS can change greatly depending on the line conditions of the ISP for the day. For example my friend seems to have the most problems in the early afternoon using VoIp with PhonePower. However, at night when the NID is not saturated with users gobbling up bandwidth life is good.
If the problems come back or persist it may be worth putting in a service call to Comcast. When they came over they found an old splitter and after replacement it made a dramatic improvement.
I'm sure the incident with Dave was not intentional. I have called support for myself and for friends who were less tech savy. Yesterday when I called in my call dropped before anyone answered and got a prompt call back from Daniel.
Faxing over VoIp especially with a flakey connection is like trying to shoot a gun out of someones hand like in an Eastwood movie. PP is now T.38 complaint which does help and now I can fax just fine with my HP C7280. Still have friends that can't fax though because it is really hit or miss. Best advice I can give you is scan2email or use something like »faxzero.com/ or K7.net for the occasional fax.
Hope this helps | |
| | | veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA | Re: No need to contact me My review has been updated and does reflect my current assessment/opinion of PP.
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Mom was right.... I NEED fiber! | |
| | | | |
 PhonePowerPremium
join:2007-07-20
Winnetka, CA
kudos:1
1 edit | I have offered to help and been turned down Unfortunately, your attitude seems to be "I don't need it enough to try and fix it" and "I'm upset it doesn't work" simultaneously.
I also see that you had similarly poor results with a previous voip provider.
I'm sure there is something within your network that is blocking nat traversal. This is easily remedied and we have tons of tools in our arsenal. We can't help you if you won't trouble shoot your own network.
Either way, I would be glad to either help get your service running or let you out of your contract. | |
| veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA
1 edit | Nice try to save face but here are the facts 6d22h : 2010-10-11 13:34:38 : From PhonePwrTech delete-this | mark-unread | keep-this
Hello,
I just wanted to check in with you and see how your service has been treating you. If your having any issues that you might of brushed off as normal operation or anything along those lines get in contact with me.
________________________________________________
6d11h : 2010-10-12 01:05:45 : To PhonePwrTech : delete-this | keep-this
my number is 925-***-**** and nothing personal... I am pretty fed up at the moment. Take a look at it if you want. I am working a total of four IT jobs right now and don't have the time to be hassled with this and also don't think it should be so flaky.
I have had too many issues... do what you need to do, new ATA or what but am about ready to pull to the plug real soon.
/vent
Thanks
Velo
____________________________________________________
5d21h : 2010-10-12 14:49:48 : From PhonePwrTech delete-this | mark-unread | keep-this
I was able to remote into the device and I noticed that it had a system up time of only 7 hours. I am going to be running a diagnostic on it. Can you pm me if you experience any peculiar behavior?
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4d23h : 2010-10-13 12:33:19 : To PhonePwrTech : delete-this | keep-this
Let you know if anything is weird with it like it STILL not working?
Not ringing at home, just gets a busy signal when dialing out. My cell number is 925-***-**** and I am here for another hour or two. If this is not fixed by tonight then my review (and presence here in the forum concerning PP) is going to get ugly. It has been out since Friday.
Thank you
Velo
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4d18h : 2010-10-13 17:23:01 : From PhonePwrTech delete-this | mark-unread | keep-this
I am still able to access the device and it is currently registered. I made a test call to your Phone Power # and I received ring back and I was able to leave a message. If your getting a busy signal on outbound dialing I need to run a capture on the line during the failure that way I can isolate the cause.
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-----Original Message-----
From: support@phonepower.com [mailto:support@phonepower.com]
Sent: Wednesday, October 13, 2010 7:57 AM
To: **********
Subject: Download Graphs [#629457-6596#]
Hello,
Here is a screen shot of your download graph. I also attached a sample of what it should look like.
Thank you,
Support
Chris Y.
.
__________________________________________________
-------Original Message-------
To: support@phonepower.com
From: **********y.com
CC:
Date: 10/13/2010 11:59:10 PM
Subject: RE: Download Graphs [#629457-6596#]
And just what am I supposed to do with this email/information? When is my service going to work correctly?
___________________________________________________
-----Original Message-----
From: support@phonepower.com [mailto:support@phonepower.com]
Sent: Thursday, October 14, 2010 4:25 PM
To: *****
Subject: RE: Download Graphs [#629457-6596#]
Hello,
This is a sample of the connection that the audio traffic must traverse in order to get to your ATA. Until the connection is stabilized you will continue to experience problems with audio quality. When you contact your ISP let them know that your having problems streaming media in real time. This is key since streaming media from a service like Netflix is different. Once you can speak with a technician who can identify your problem let them know that you ran a speed test to the server you stream media from. Don't hesitate to send them that screen shot. As I mentioned before it isn't abnormal for your connection to fluctuate but it is abnormal for it to fluctuate that aggressively.
I logged into your device prior to sending this email and it shows that the device is still registered.
Thank you,
Support
Chris Y.
__________________________________________________
-------Original Message-------
To: support@phonepower.com
From: ***********y.com
CC:
Date: 10/14/2010 11:08:10 PM
Subject: RE: Download Graphs [#629457-6596#]
Registered but not working!
___________________________________________________
-------Original Message-------
To: support@phonepower.com
From: **********y.com
CC:
Date: 10/16/2010 5:21:10 PM
Subject: RE: Download Graphs [#629457-6596#]
My connection has been tested and is fine. Either get the service working right away or cancel my account.
Thank you
_________________________________________________
That is where it was left until today (10/18/10) when he got it working... and it turns out to have had nothing to do with my connection. The part of all this that no one sees is that this was one of many outages I have had and the support experience before was even worse.
In my opinion, of PP, OR ANY OTHER company I have dealt with... this is poor product and poor support. At this point the whole thing has gotten very aggravating and good product or service is not supposed to do that.
I am done with this subject for now... just way too irritated for having to deal with what should be a simple product.
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Mom was right.... I NEED fiber! | |
| | | | Re: Nice try to save face but here are the facts said by veloslave:In my opinion, of PP, OR ANY OTHER company I have dealt with... this is poor product and poor support. Any credibility you might have had in your review(s) becomes null and void when you basically say "I don't like anything, and I don't like this either" so what is the point of even reading your reviews or giving them any weight? There is a difference between an honest review and a biased one. All things aside, your tone throughout your review leans toward the latter unfortunately.
said by veloslave:My connection has been tested and is fine. Either get the service working right away or cancel my account. said by veloslave:If this is not fixed by tonight then my review (and presence here in the forum concerning PP) is going to get ugly. For somebody who so openly boasts their faith, I am surprised at this comment, as I already though you were being ugly. Anyway glad you were able to put the pride aside, and allow yourself to be helped. | |
| | | veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA | Re: Nice try to save face but here are the facts What the heck do you have to do with this conversation? My faith? Do you really want to go there?
You think I was being ugly? Fine, your opinion, just as mine thinks the service at PP is ugly.
Put aside my pride? Wow... you are really trying to make this personal...
THEY HAVE CONSTANT ACCESS to the device and yet it took over a week for THEM to get it working. What does that have to do with my pride rather than my being inconvenienced on a product I AM PAYING FOR??? Over a week to get it going and you are calling me the bad guy?
Clearly you have a biased agenda. Go away PP forum troll
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Mom was right.... I NEED fiber! | |
|
PhonePowerPremium
join:2007-07-20
Winnetka, CA
kudos:1 | I reviewed the call I'm glad it's up and running | |
| Reviews:
 ·Charter
| Just curious... Why not just use Google voice for free?
Inherently VOIP will never work as good as a landline phone and expecting it to do as much will just leave you disappointed. And then when you aim for discount VOIP services it's just going to get worse. Remember the old saying - you get what you pay for? You do.
I don't know about your area but a landline phone through AT & T here is 14.99 a month. I use my cell for long distance. You're likely paying at least that for VOIP. Since I have good cell signal at my home I dumped land line service and went with Google Voice. I have a local number, voice mail and even multi line ring - free. I can even add a SIP phone and use a regular telephone handset.
VOIP is what it is so you shouldn't really expect more unless you're willing to part with some cash. | |
| | veloslaveGeek For GodPremium
join:2003-07-11
Pleasant Hill, CA | Re: Just curious... Totally agree with you Rock
The main problem is... I have cut the lines from the company with the very worst customer support there is and that, of course, is PacHell aka ATT and I have promised myself to never go back. ( I would have to be pretty darn desperate!)
Been sitting here waiting for "Live chat" from PP... waited forever when it was supposed to be "less than 1 minute" and it eventually timed out... good grief, and now the second try is no different.
I really would love for PP to step up to the plate... get the service running solid and provide support WITHOUT the attitude I have gotten so often. I would be the happy one to change the review...
It is up to them, I'm not holding my breath but it sure would be nice.
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Mom was right.... I NEED fiber! | |
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| | cloned line with call waiting false advertising I signed up for the 199.95 annual plan, 2nd year free. I have a SPA2102 I used to take advantage of the BYOD. When I have both line 1 and line 2 in use, I do not receive a call waiting if another call comes in. The 3rd call immediately goes to voicemail.
Take a look at what they advertise:
»www.phonepower.com/services/voip···x?pid=71
The tech support is terrible so far. I called everyday for the first week and received a different story. It took a week to actually get a manager on the phone. Apparently they only work during the day shift. The last useful bit of information I received was that phonepower had recently acquired voip.com and they were experiencing many issues with the 3rd and 4th calls coming in. The manager stated that tech support was working diligently on the issue and they would be touch. I called today only to find out no one was really working on it. I could schedule a call back, but they had no idea who or when would call me. I've scheduled several call backs before, which appear to be useless since no one ever calls. I have two weeks left before I can cancel. If they cannot make this feature work, they should remove it from their website. | |
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