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Review by digger16309 
UPDATED: 242 days ago
member for 2.4 years, 110 visits, last login: 232 days ago
 Raynham,Bristol,MA
 $13 per month (18 month contract)
 about 7 days
 "Low cost, fairly rich feature set."
 "Support can sometimes be frustrating. Too many unbundled fees."
 "Not a bad option overall."
| Web-site:
Ease of Installation:
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(ratings match consensus)
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I ordered ViaTalk service in the Spring of 2007, before Sunrocket collapsed and the company was flooded with refugee customers.
My uptime with ViaTalk was very high but I have a Linksys router and cable modem to match the Linksys PAP2T and they all play with each other nicely. I also have a cable connection with 1 Mbs upload speed.
I dealt with support a handful of times for various minor issues. Most were solved quickly. Sometimes they answer electronic support tickets, sometimes not. It depends on how busy they are, and how much employee turnover is going on.
ViaTalk also has a frustrating habit of insisting the ATA belongs in the router DMZ and that it is secure to do this. I was also not a fan of "blame the customer first" tech support.
For me, ViaTalk worked well, but I think I was lucky in having the right non-wireless router. I had about 5-8 outages over 16 months. These outages were widespread to some degree, usually caused by a server crashing or some upstream provider not playing nice with ViaTalk. Some of these outages were explained by the company, some not.
If you are looking for a cheap VoIP option, with some decent features, but will not mind being frustrated on occasion, or you are interested in the technology and like to tinker with it, ViaTalk may be for you.
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 Review by v35_pilot
UPDATED: 245 days ago
member for 3.9 years, 1241 visits, last login: a few hours ago
Fayetteville,Onondaga,NY
$15 per month (12 month contract)
about 4 days
"Excellent and powerful phone features, cost of service, voice quality"
"None as of this review period."
"Quality and reliability back in the green. Nicely done."
| Web-site:
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(ratings match consensus)
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----- Update, April 2009 --------
Please, oh please do not let my positive experience over these last few months be a curse!  My latest update is to share my happiness with ViaTalk's improvements to stability and overall reliability of the service. I have not had any VT-side complaints in at least three months now. Thank you, VT, for your hard work in improving the customer experience.
Like most customers, I also wish that VT would combine all of the piddly taxes and fees into one monthly invoice but that is just a minor issue.
----- Update, late June 2008 --------
Hey, wait a minute. I indicated in my previous update that I was jumping ship, so what happened? Am I still with VT? Yes, I am still with them. Why? Well, pretty much right after that update back in January a number of VT team members made a very public appearance into the VT forums and it seemed to me that the company recognized the importance of addressing some of their customer perception issues across all fronts. It appeared that there was a rebirth of sorts in customer service so I decided to stick around and see how that played out. For the most part it worked.
Over the last six months there was only one massive failure (service went down for at a day due, supposedly, to problems at an upstream provider) and at least two minor but annoying hiccups (inbound calls would disconnect within 5 seconds of answering). In the second case, the presence of the different VT team members in the forums was instrumental in getting a quick resolution.
Conclusion: I still see VT as a company with great potential. If only the problems could become even less frequent so that my confidence in my phone service could grow, I know I could remain a customer for a long time.
----- Update, late January 2008 --------
Well, it came down to continued poor reliability even after the barrage of similar complaints on DSLR and sharply declining VT ratings. One would think that the company would have instigated some type of PR damage control here in DSLR but to this day there has been no outward attempt to repair the declining reputation. It seems as if some are in a heavy state of denial.
To this day I still had issues calling specific local exchanges - dial tone, dial a number, then nothing. Party at other end admitted later that I was connected but I could never hear a thing and was forced to redial. Got more complaints from others about my voice still breaking up occasionally mid-call.
And frankly, I am concerned about this company's financial longevity. Signs abound regarding cash flow problems, especially in looking at continued affiliate payment issues posted to the VT forum here. Sunrocket's demise has elevated my sensitivity to other small companies' abilities to weather the challenges they face.
I still think VT has the basis for a good product and I will use the forum to watch them from a distance, but somewhere between the raw product and the execution there are faulty methods and procedures that have yet to be corrected.
----- Update, early January 2008 --------
First it was the poor response times and poor quality of customer service after the Sunrocket demise late last summer, but I could deal with that since I had no problems with my phone reliability and no real reason to contact customer support. But then service and call quality began to degrade.
It started with occasional loud distortion while talking. A bigger problem replaced that one when outgoing calls would not connect at all (dial tone, dial, then nothing). That problem segued into multiple problems with voicemail - could not dial VM from my VT phone (fast busy after dialing) and had to retrieve VM through the website - worse still, at least six voicemails were taken by the VT VM system one afternoon and then lost (could not be recovered by VT or retrieved by me).
The latest unresolved problems have to do with calls that drop in the middle and inbound calls that drop the second I answer the phone. It seems that this service is getting worse rather than better, despite the valiant efforts of the VT techs who reply in the VT board here on DSLreports. My ISP is Verizon FIOS and my VT-supplied ATA is in the DMZ so I KNOW the problems are not at my end. Furthermore, all of these problems have been reported by many others in the VT board here over the last few months.
The bottom line for me is that if I don't see improvement over the next month I will be forced by continued poor reliability to shop for another VoIP provider. Too bad, too, since this company has the foundation to provide excellent service.
-------- Original Review, October 2006 --------
As a newbie to VOIP, I signed up on Monday, 9/19/06, at 3:30 pm Eastern US time for a one month plan to compare the reliability and quality of this service side-by-side with my Verizon POTS phone. The favorable reviews here, combined with forum participation by ViaTalk’s CEO and a tech support member, were the reasons for my choice in VOIP providers.
My credit card was billed the following day, Tuesday, about 5:00 pm, or about 26 hours after signing up. Within a half an hour of being charged for the service, I received a second email with my new ViaTalk phone number and temporary password to access my account on the web site. When I accessed the website to see my order status, my equipment was shown as shipped and a tracking number provided.
I then signed into the ViaTalk control panel on their website and spent about an hour acquainting myself with all of the basic and advanced phone features available. ViaTalk has an extensive group of features that offer incredible control over one’s phone service.
The welcome package with the PAP2 adapter took three days from the time I was billed to arrive at my house. Installation of the PAP2 was a breeze and I was up with a dial tone mere seconds after removing the PAP2 device from the box and connecting it to my phone and existing router (Note: save the PAP2 box and all included instructions, just in case you need to return it to ViaTalk). I then placed a couple of calls to friends and family and noted a few issues with call quality. Intermittent audio and echoing plagued my calls, despite using Verizon FiOS and their plentiful 5 Mbps upload bandwidth as my ISP.
I called tech support, waited only a minute in the queue, and received excellent technical support. ViaTalk support made a quick change to the PAP2 so that it would use a different port, and also sent me an email with instructions on how to move the PAP2 into the router’s DMZ. After the port change and the modification to move the PAP2 into my router’s DMZ, call quality improved dramatically.
After using the service for one month, I decided that reliability and call quality were good enough (not perfect, however) to take the plunge by requesting the porting of my existing Verizon POTS phone number. Porting my phone number from Verizon to VT (all handled by VT) took 10 calendar days from the time I faxed my request to ViaTalk until the day I received an email announcing its completion. There was a three hour period during the day my number was ported where inbound callers received a “This number has been disconnected” message, but other than that the porting was painless.
At that point I also took advantage of a one year deal that ViaTalk started during that week, which effectively lowered my monthly bill to about $11.70/month (this included the one month I paid to test the service, the installation and setup fees, and the one year deal). My Verizon POTS service was about $60/month for unlimited calls in the US and Canada, but only included the caller ID and call waiting features.
With a bit over one month of call history now (about 2500 minutes), I have experienced approximately 97% service reliability. Problems occur in the order of one out of every 30 calls or so and range from major issues like no outbound audio or calls that don’t complete, to minor issues like occasional echo on either side of the call.
At this point I am happy with my service. My greatest satisfaction comes from having complete control over my phone calls, thanks to ViaTalk’s extensive list of features and web-based control panel. The "Do Not Disturb" feature combined with a White List (phone numbers I allow through the DND) allows me to turn off my phone (send calls to voicemail) in the evening and back on the next morning, meaning very limited interruptions during dinner and evening prime time.
One other recommendation I discovered is to sign up for VT's priority customer service at $1.95/month for a few months in the beginning. This allows any call to customer service to move up to the top position in the queue, if there is one. The few times I called customer service to date there were 11 to 15 others in line awaiting assistance. Being sent to the top of the queue resulted in much shorter waits on hold.
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Review by nitzan
UPDATED: 246 days ago
member for 1.7 years, 1114 visits, last login: a few hours ago
Wylie,Collin,TX
$27 per month (24 month contract)
about 10 days
"Cheap, acceptable quality."
"Shady practices, after-the-fact price increases, apathy, etc."
"Avoid."
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Disclaimer: I operate a competing VoIP provider. I am very biased. Today however, I am writing as a ViaTalk customer. Read below...
4/8/09: Just updating the review to increase the score. I still think tech support stinks (bunch of arrogant a-holes) - but they (VT) is most definitely not the worst out there.
I first started with VT a couple of years back. They were my first VoIP experience. The first few months were excellent, things just worked. I ended up getting a second line for a friend.
After SunRocket went belly up however, quality degraded, and contacting support was like trying to play catchup with a race car - I recall wait times of 20 minutes on their support line, and email tickets were completely ignored.
To add insult to injury, VT then raised their junk fees twice-fold this year. A service that originally was advertised as "$199 for 2 years" ends up cost $199 + $30 "activation" + $10 shipping + $3.5/month junk fees. I originally thought "cool! 8 bucks a month!" - only to be disillusioned when I realized that the actual bottom line is $13.5/month.
Don't get me wrong- $13.5/month is a great price and I would have bought it anyway at the time had they advertised it as $13.5/month. It is the dishonesty of raising monthly b/s fees on customers who are already locked in and paid for 2 years that gets to me. If you cancel - you're screwed because their TOS ensure you're not going to get your money back - if you don't cancel, you're stuck with a monthly fee that you didn't sign up for. Please keep in mind that there is no such thing as a "regulatory recovery fee" - it is a made up term, and when I inquired about what charges are actually included in the fee aside from E911 - the answer was deafening silence. They arbitrarily decided to raise the price on masses of people already locked into contract, which is quite possibly illegal.
Other horror stories I've had with them include getting disconnected with no warning when my card expired. Instead of sending me a message "hey! your card expired! please update it!" and giving me a couple of days to do so, they just disconnected the line until I had a chance to call them and update the card.
And yet another problem- when I wanted to create a third line for another friend. I got hit with the "send us a utility bill" verification request. I proceeded to open a support case to waive this requirement considering I already had 2 other accounts in good standing- only to be completely ignored. Total apathy. This is what sent me to explore alternative providers, and eventually start my own.
Bottom line: ViaTalk in general is not the worst, and they do have potential. But management (that's you, Brandon!) needs to get their head out of the sand and realize they're dealing with human beings. Apathy is going to lose you customers in masses- you can't survive on price alone - IMHO.
Followup comments:  
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | First line says alot.... "Disclaimer: I operate a competing VoIP provider. I am very biased."
You do realize that it will be hard for someone to think this is an accurate review when you run Future Nine? | |
| | nitzan
Premium,VIP
join:2008-02-27 | Re: First line says alot.... Fully realize  - which is why the disclaimer is there. However this has been my genuine experience with ViaTalk as a customer. As always with reviews- take it with a grain of salt! | |
| | | | | | | | celtic
join:2001-02-08
USA
| said by ptrowski :"Disclaimer: I operate a competing VoIP provider. I am very biased." You do realize that it will be hard for someone to think this is an accurate review when you run Future Nine? Did you notice - (ratings match consensus) | |
| | |
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | Re: First line says alot.... It is not a knock on F9, just reviewing your own company is odd, that's all. | |
| dipswich
Premium
join:2003-06-27
Raleigh, NC | Biased? Maybe, but it's all true! Nitzan admits bias, but if you do the research in the ViaTalk forum here on DSLR you'll see every issue that he's addressed has affected others, too. | |
| jinghui
join:2008-04-28 | Not true Obviously biased.
Future Nine services even worse than ViaTalk, but cheaper. That's a lesson to me.
I was using Viatalk and am using Future Nine. | |
| | pbp776
Premium
join:2007-07-30
Piscataway, NJ | Re: Not true My experience with F9 service always great. Compare to my old provider Sunrocket, AT&T and Lingo, the quality is 100% excellent.
PBP | |
| | | |
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Review by RB122
UPDATED: 248 days ago
member for 3.6 years, 1098 visits, last login: 2 days ago
Cohoes,Albany,NY
$16 per month (12 month contract)
about 17 days
"Cost, ease of installation"
"Billing credit cards without warning"
"Waiting to see"
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It took a longer from order to live because of the infamous sale.
The service has been great. I had a couple of issues of call quality, but customer service took care of that within minutes.
The website is easy to use, though I do wish there were more phone shortcuts like call forwarding and DND, so that I didn't have to log in to use those features.
Customer service has been very responsive and polite.
I have been with Vonage, Sunrocket and BroadVoice. This service has already surpassed all expectations I had about VoIP.
A Great Value!
Oct 16, 2007
We all know we don't get anything for free, so is the case of the free year of ViaTalk. Today they just started billing for bogus fees without warning. Any business that doesn't keep their customers informed of fees or any charges being made against their credit or debit cards, no matter how small, should not be trusted with the information. I can no longer recommend this company due to this act, poor customer service (first blamed on the infamous sale, then Sunrocket), and finally due to the sound quality going downhill.
Oct. 17
Had to re-score tech support and website since today a rep told me a notice was posted on our account management page informing us of the new charges. I just seem to be blind or the web page is broken.
Oct 17 PM
OK, ViaTalk enabled line two for existing customers. Even with the last couple of days the way they have been, I have to give them a better score for value and Brendan himself has started to put out the fires. Here's hoping that ViaTalk gets back on it's feet.
March 05, 2008
Over the past several months the service has become very stable. Outages have not been noticed and warnings have been posted to the website as well as emailed about any service problems.
Quality is back to where it was when I first came on board.
Though the add on fees are still a pain, they are allowing prepayment of upfront, so no monthly bill.
Great value for the cost.
April 06, 2009
Well now that fees cannot be paid up front, I have left ViaTalk for VOIPo. I tried to get an RMA for the adapter before my annual contract was up, but ViaTalk doesn't change when it comes to charging you when ever they feel like it. They tried to charge my card after trying to get me to stay with them. It is like they never really read your ticket at all. They are really not customer wise at all. I knew from reading the posts here at BBR that I just could not trust them to charge my card every month for fees. Very upset at the moment with the way I am being treated. I wanted to leave on a good note in case things didn't work out with the new provider, but good bye ViaTalk!
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Review by fsgpr
Posted: 249 days ago
member for 1.1 years, 40 visits, last login: 8 days ago
Saint Matthews,Calhoun,SC
$15 per month (24 month contract)
"Inexpensive Phone Service through our DSL, reliable and works with our relatively slow DSL"
"Had a couple of issues that support resolved, long hold times for support (but they help from the forums!)"
"Great value for the Dollar"
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Have had the service for almost 2 years now. 2 outages in that time, both were resolved by support (once over the forums, were upgrade related on Viatalk's side). We are using with 256K up/1.5 Mbps down DSL.
Do not remember exact install details anymore...
Definitely plan to renew again for another 1-2 years (we got they year free deal).
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Review by squirrel21
UPDATED: 256 days ago
member for 2.7 years, 481 visits, last login: 2 days ago
New Port Richey,Pasco,FL
$19 per month (12 month contract)
about 7 days
"feature set good"
"Occasional feedback; and DTMF tones not recognized. DMZ switching."
"Broke their agreement to give free 2nd year free if pay $199 up front for 1 year!"
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Was not surprised, but they went ahead a billed my credit card for second year when it was suppose to be free if you paid the full $199 up front for the first year.
Updated 03/28/2009 at 22:30 Eastern
Cust service rep did reply the evening of my post that they were sorry and the charge would be reversed. I will update again when I get a response from their billing or when my money is refunded!
For details see »ViaTalk Rescinds On Second Year Free After $199 Up Front
Followup comments:
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | I assume..... You haven't called them yet? | |
| 
unknvoip
WWJID?
join:2006-07-25
Rochester, NY |  What did they say.
What did they say? Billing error? Will they make the adjustment, assuming you actually signed up during a period while that promotion was active? | |
| 
bigjohn
join:2005-05-26
Woodstock, GA |  idiot.
| |
| | squirrel21
join:2007-03-12
New Port Richey, FL | Re: idiot. Gee, what proof would you want? Should I post all correspondence my credit card bill?
Get real! | |
| | | 
44402812
Hack The Planet
Premium
join:2006-08-28
Plattsburgh, NY
1 edit | Re: idiot. Ignore the FanBoys, Brenden and ViaTalk can do no wrong! He might be able to when he gets a reliable dial tone from them? | |
| | | |
unknvoip
WWJID?
join:2006-07-25
Rochester, NY | Re: idiot. Did you read his review or his post? Had nothing to do with dial tone. | |
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44402812
Hack The Planet
Premium
join:2006-08-28
Plattsburgh, NY
| Re: idiot. said by unknvoip :Did you read his review or his post? Had nothing to do with dial tone. The joke went way over your head huh dude? | |
| | | | | |
unknvoip
WWJID?
join:2006-07-25
Rochester, NY | Re: idiot. No Champ, it did not. | |
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Review by ODYSSEY
UPDATED: 258 days ago
member for 8 years, 2689 visits, last login: a few hours ago
Raleigh,Wake,NC
$21 per month (12 month contract)
about 15 days
"Lots of features. Good call quality."
"Taxes and extra fees"
"Easy setup, good features."
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July 16 2007 - Day 1:
Signed up with ViaTalk. Waiting for order to be processed and shipped.
July 19 2007 - Day 4:
Started porting process with ViaTalk. Credit card has been charged. Still waiting for account to be setup.
July 22 2007 - Day 7:
Number has been acquired according to ViaTalk's status page. After using the lost password feature I was able to get into account management. Seems the account is not fully setup. I can not change any settings, the number is not in service nor does it have a password listed for a soft-phone. I also sent a ticket for contract buyout with a PDF of my SR invoice. Still waiting on the account to be fully setup and shipping.
July 24 2007 - Day 9:
Called ViaTalk about my account. After waiting 80 mins on hold, support fully setup my account so that I can temporary use my SR gizmo. Support did not know when my adapter would be shipped nor have an update on my port.
July 26 2007 - Day 11:
Number ported from Sunrocket to ViaTalk. 6 days, easiest port ever!
July 28 2007 - Day 13:
Adapter shipped.
July 30 2007- Day 15:
Adapter arrived. Easy install. Simply connected power, Ethernet, and phone. Was up and running (with ViaTalk adapter) within seconds.
After using the service for a few days the only feature I find lacking is voicemail. Messages are not time stamped nor stamped with number. SMS notification is totally lacking, just a simple message telling you have a new voicemail, but not detail of from whom, when, or length of message.
Update - March 05 2009:
While I have not experienced any technical problems with Viatalk; I decided to switch to a pay-per-usage provider because of my low usage. Another deciding factor in switching providers is the ever increasing taxes / fees and Viatalk's billing practices.
Update - March 24 2009:
ATA was shipped back to Viatalk (at my expense) along with a letter informing Viatalk I do not wish to renew my contract.
Followup comments: 
voip user
@verizon.net
| voip service I have had viatalk since March of 2005, I canceled the service today as the same reason of yours. (double tax charge). I am just wondering what phone service you are using now! I signed up skype and have been using it for only 3 months. So far so good with skype! But still would like to know what alternative good service is out there! | |
| | ODYSSEY
join:2001-12-06
Raleigh, NC | Re: voip service I switched to Callcentric. | |
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Review by JEDuncan
UPDATED: 268 days ago
member for 4.5 years, 20 visits, last login: 47 days ago
Wylie,Collin,TX
$8 per month (24 month contract)
about 4 days
"Quick set up, reliable service, tons of options, fast response"
"Nothing"
"They are FANTASTIC and have been since the initial order"
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March 2009 - I still love this service. I rarely have problems and I do mean rarely. In most cases, I just unplug the router after a power outage. That is IT! That is the only problem I have had. The two times I have had to contact billing with a question or the one time with tech support, I had an answer within hours of posting the ticket. Today was no exception. My contract was on auto renewal for the 199.00 a year and it posted to my account. I sent in a ticket an asked for the 6 month extra that is being offered if you renew. In minutes I had my answer, the billing dept added 6 months to my account.
The phone calls are clear. I do not have any break up or static. Most of all I love the features with call blocking - a lot of choices of the kind of block, an emails with wave file attachments for voice mail.
Can't say enough good things about VIATALK!
Elane
2007
I have had their service since March and I JUST LOVE IT!! I was worried about porting the number from VERIZON (the anti christ of phone/tv/internet service), but that went smooth. I took the unlimited 199.00 annual and got the second year free. Can't beat that along with fantastic service!
From the day I ordered until now this experience has been the smoothest sailing when dealing with phones and customer service. The folks at VIATALK have their act together and I am sooooooooooooooooo HAPPY with them.
Some of you will laugh at this, but I love getting a wav file attachment for my voice mails. That is so easy, hassle free and I don't have to listen or wade through voice mails to hear the ones I want!
Plus an added surprise to all of this...I get to save the voice mails from my granddaughter and they are PRICELESS!
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Review by mikealb
UPDATED: 268 days ago
member for 7.7 years, 33 visits, last login: 268 days ago
Albuquerque,Bernalillo,NM
$10 per month (24 month contract)
about 20 days
"Cheap"
"ALWAYS some issue with connections, customer service"
"Terrible connections, poor customer service"
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After Sunrocket folded, I needed a new provider, so a year and a half ago I signed up with Viatalk. What a mistake! I had no problems with Sunrocket, save for an occasional echo. ViaTalk has been TERRIBLE. I have had every issue under the sun: incoming calls going straight to voicemail, one way audio, a weird metallic sound to voices... you name it! I signed up for buy one year, get one free, and I ended up giving up 7 months of free service so that I could get a phone that I could actually use. I just plugged in my adaptor from Phone Power and made a test call... perfect sound quality. What a difference! I would steer clear from this company.
Followup comments: thefoxbox
go fox box go
Premium
join:2004-10-14
Irving, TX | You pay You pay $250 a month? | |
| | | |
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Review by dad123
UPDATED: 273 days ago
member for 8.8 years, 3246 visits, last login: 1 days ago
Bremerton,Kitsap,WA
$11 per month (24 month contract)
about 4 days
"low price, good quality"
"when they are reconfiguring/expanding things are not always fully tested prior to release"
"Happy Customer"
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Had this service for about a year now. Easy to install the adapter and get up and running. Tech support is generally fast and very helpful. Quality is as good as landline. Overall great value.
Followup comments: | Forums » comments on review of ViaTalk |
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