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Review by (hidden by request) - Location: L4n5r
- Cost: $10 per month (month by month)
Good "Price and access to features"
Bad "Support, phone quality reliability"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well below consensus)
|
We at computer geeks on call have multiple clients using voip.ms, overall
we've had an ok experience.
Our main issues
Is that when they transfer the numbers, they don't properly notify bell of
the transfer so that people hooked up to that service area have problems calling in; this has happened twice so far.
Our phones on all servers randomly stop working;
They stop in-between calls; we randomly stop receiving calls.
There support never blaims themselves and always blaims our carriers however this is 50 serperate isps in 50 separate areas across north America all happens at the sametime; I likely think not.
(review was emailed from domain computergeeksoncall.ca)
lodged 97 days ago
Comments:
 | | Bell Always Cancels Our main issues
Is that when they transfer the numbers, they don't properly notify bell of
the transfer so that people hooked up to that service area have problems calling in; this has happened twice so far.
You can notify Bell all you want that you wish to keep the account and just port out the number, but if your dsl account is not with Bell, it will be canceled. | |
| Reviews:
 ·callwithus
·Callcentric
| Not necessarily their fault You said:
Our main issues is that when they transfer the numbers, they don't properly notify Bell of the transfer so that people hooked up to that service area have problems calling in; this has happened twice so far.
Being in the computer field yourselves, I am sure that you will agree that the proper use of technical terms is important for mutual comprehension.
I believe that you are blaming Voip.MS unfairly in that particular area.
This can happen with ANY VoIP provider, and generally it is NOT the fault of the VoIP provider or their CLEC.
Rather, it is usually the fault of the PREVIOUS provider and/or that company's ILEC/CLEC. In your case that would be Bell Canada that has failed to fully or promptly update their routing tables.
Sometimes it could be other LEC companies (such as Telus or Fibernetics) that haven't updated their routing tables....
But Voip.MS and [their] CLEC can't hold a gun to those other companies. Besides, you have stricter gun control in Canada.
Our main issues is that when they transfer the numbers, they don't properly notify Bell of the transfer so that people hooked up to that service area have problems calling in; this has happened twice so far.
But REALLY----given the pretty good reputation of Voip.MS, and the AWFUL reputation of BellCanada, why do you go off and blame Voip.MS?
-----
I am referring to your specific comments on the number porting. I can't comment on the other concerns that you raise.
Some more info on number portability on the US side, Canada is similar but not identical:
»www.npac.com/number-portability/···np-works | |
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| |
| Review by H_T_R_N  - Location: Valencia,Butler,PA
 Business customer- Cost: $100 per month
Good "cost, cost and cost!"
Bad "Tech support,"
Overall "One of the better ones when it works."
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well below consensus)
|
In the beginning the service was great and the support was top notch when needed. That was few and far between. Lately the call quality is wanting and support has been reduced to asking a serious of questions from a list. It is the same thing that happens to all growing companies, they get to a point where the equipment is no longer able to support the number of users they have grown to and blame the user for everything.
I'll update if things change.
member for 1.8 years, 721 visits, last login: a few hours ago
updated 222 days ago
Comments:
Reviews:
 ·Cablemas
| We´d like to help Hello
I´m sorry that you are experiencing issues on the service, if you could please send me your ticket number via PM I will verify if everything has been handled correctly, or what else could be investigated.
Thank you for your cooperation,
--
Peter Sahui - VoIP.ms | |
| | H_T_R_NPremium
join:2011-12-06
Valencia, PA
kudos:1 Reviews:
·voip.ms
·Armstrong Zoom ..
| Re: We´d like to help said by suppafly:Hello
I´m sorry that you are experiencing issues on the service, if you could please send me your ticket number via PM I will verify if everything has been handled correctly, or what else could be investigated.
Thank you for your cooperation,
Been there done that, on line chat was about as useless as teats on a boar hog. I was told to check the ports on my firewall, and verify that my ISP wasn't blocking ports, even tho my issue was exactly the same from more than one location. There was no way the SCRs were checking anything on your end, they just went down the list of things that could be wrong with my network. Then after the changes\repairs\updates you guys made on the 13th fixed every problem I had. But please continue to point the finger at my network being the problem, both of them. | |
| | | MartinMVoIP.msPremium,VIP
join:2008-07-21
kudos:1
4 edits | Re: We´d like to help removed - Redundant to Peter.
Sorry to hear that. | |
| | | | | This review, with its punishment scores dropping lower and lower, is hilarious. Thanks for the laughs guys.
Admin: Please do not delete any of the comments, or the review itself. | |
|
| | H_T_R_NPremium
join:2011-12-06
Valencia, PA
kudos:1 Reviews:
·voip.ms
·Armstrong Zoom ..
1 edit
1 recommendation | Re: There's nothing wrong... said by ArizonaSteve:The service here is just fine. If you are having problems it's likely due to your internet service slowing down. You can always switch to a different server in a different city to check it but I'd run a speed test to see what's wrong with the internet service before complaining about VOIP.
Yes it is always the end users problem, even when the issue is the same from more than one place and ISP and magically goes away when scheduled maintenance is performed. Please don't assume just because something is working for you it is fine for everyone else. You have no idea what server I'm using, what config I have, what devices I'm using so there is NO way you can know what is happening on my end. This is a same attitude I complained about in my review. I spent 4 days going over my network before calling VOIP.MS and then 2 days being told it was my problem. Then like magic the very next day after planed maintenance the service was back to normal. | |
| | H_T_R_NPremium
join:2011-12-06
Valencia, PA
kudos:1 Reviews:
·voip.ms
·Armstrong Zoom ..
| said by ArizonaSteve:The service here is just fine. If you are having problems it's likely due to your internet service slowing down. You can always switch to a different server in a different city to check it but I'd run a speed test to see what's wrong with the internet service before complaining about VOIP.
I just read you review of VOIP.MS and it is basically saying the same thing mine states. Tech support is seriously lacking. | |
| | | | | Re: There's nothing wrong... Sure tech support is pretty useless but the service is still just fine. | |
| | | | | | Re: There's nothing wrong... said by ArizonaSteve:Sure tech support is pretty useless but the service is still just fine.
That's not right, to deny the issues someone else is experiencing simply because you don't have the same issues.
In most of these situations (with any company), it is not every single customer who is affected. If THAT had been the case, a company couldn't survive.
With VoIP there are many variables.
In VoIP generally, Inbound service depends greatly on which CLEC handles your phone number.
And in the specific case of Voip.MS, Outbound service depends greatly on which city server is being used.... | |
|
MartinMVoIP.msPremium,VIP
join:2008-07-21
kudos:1 | About Support As a company, we always thrive to get better and improve things. As much as I agree that the quality of support can always be improved, I disagree that our support is totally useless. I collected a few random quotes this morning, here's a minuscule sample. I'm sorry that you experienced a support that was not up to par with your expectations.
Of course, most of these people are not posting here. Many users use anonymity and internet to post their frustrations, rather than their satisfaction.
I'm also glad to hear that your problems have been resolved since our latest New York update.
quote:
I have used the chat service a couple of times and EVERY time it has been a quick response with the right answer. I'm very happy to deal with a company that has actual customer service, which is such a rarity these days.
excellent support. Never had support like this from Bell.
The support i received was excellent. Ed's troubleshooting skills were great and he was very patient as this session lasted well over 1.5 hours. He was very competent in what he knows. Gold star to Ed today.
Excellent customer service
Albert seems to know his stuff. Good chatting to
someone in the know.
Albert was a joy to interact with-perfect mix of
professional and knowledgeable.
Albert was fantastic to work with. simply and easily
answered my questions and helped guide me
where to make my minor changes. awesome job 
Albert was great. Fixed my problem right away.
Thanks Albert!
Albert was very helpful. He was responsive, patient
and clear in his communication with me. As a
result I opened an account and will move one of
my phone numbers over to your service.
1
As always. Excellent service and support! Thank
you!!!
Excellent service. Only regret is not moving to
voip and voip.ms sooner.
Thanks and keep up the great work
Extremely helpful, lots of great diagnostic help and
suggestions
I was really impressed with agent Albert's
customer service.
y first call to Voip.ms tech support and Albert
was fantastic. Many thanks. I am so fond of your
service that I am referring one of my friends to your
service also
Prompt, curteous and helpful.
Very helpful and resolved at least one of my issues
(config error on my part), if not all of it.
Thank you for your patience and your help. Today
is the day for me to get the set up done.
Another great support experience with voip.ms.
you guys are the best!
I love the convenience and immediacy of this
support
Love chat functionality. Quick question about
rtial port. What a time saver over a phone call.
happy once more, love the support chat
Fantastic support as usual!
Great service as usual!
ed was amazing. he answered my questions
omptly and accurately. A+ would defend him in a
bar fight.
Excellent support from Patrick!
Patrick had me up and running within minutes.
Couldn't be any better. Only suggestion would be
to post a config video on the Obitalk. Thanks!
THE BEST by a country mile
Very good service. I love you guys.
Was very knowledgeable and was very prompt
with the responses
excellent service as always!
amazing support and knowledge. Rodrigo took his
time to do tests and understand my pb and explain
it clearly to me.
Again; Excellent support !!!
Excellent service.
Excellent! Thanks!
Good and fast Support !
Vincent is great as always
Vincent showed an extra patience as soon I got 1st
hint, I noticed that question I asked, it is one of the
questions oh noo ... thank you Vinc for your
patience!
best customer service ever
very nice and patience
Aweseome service.. It was worth the wait!
Excellent experience...Very fast response
time chat and got all my questions answered.
Good response so far. Keep it up guys!
Great option for a quick question, thanks.
Great service !
I was worried I'd be talking to a representative that
would need to hold and get back to me. William
really knew his stuff.
Thanks so much for William helping me in such a
timely way. It was great.
Very Good
Very good thanks for the help.
Very helpful
Very nice and patient person
William did a good job to resolve my voice mail
problem.
William is a cool guy ...right to the point
William is an excellent rep.
William is fast and helpful
William was a great help.
--
Martin - VoiP.ms | |
| | H_T_R_NPremium
join:2011-12-06
Valencia, PA
kudos:1 Reviews:
·voip.ms
·Armstrong Zoom ..
| Re: About Support So you are using my review to post quotes from people about your CSRs that helped them out with problems THEY were having. My issue is getting you guys to admit there is a problem on YOUR side.
If I have to sit on the phone or chat screen for hours jumping through every hoop asked of me, to find out the next day that replacement firmware at the data center fixed the problem I was having..... You can NOT say that is good CS! I am sure that your guys are more than willing to help out a person with configuring the SIP settings on their device, or making changes to the router. I never said that they were not helpful in that case. What my complaint is, is that if I already spend 4 days verifying all my settings and give proof that service is not affected if I switch to another server with the same settings and network on my end, I am brushed off as it being on my end. Even when the same issue is happening from two locations with different network infrastructure and routes to the server in question.
You can train a monkey to build a PC or change a tire, but that doesn't make either one of them qualified to diagnose real issues.
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| | | delius
join:2006-07-30
Dorchester, ON | Re: About Support Guess I,ve. Been lucky for 5yrs. Used chat 2times minor problem solved. Only complaint. Usd billing. No big deal since 2dids. Are under 5dlrs monthly | |
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| Review by sunday8pm - Location: undisclosed location
- Cost: $5 per month
Good "Tech support answers fast and even deals with your Asterisk configuration problems"
Bad "Call quality went downhill since a few months, some servers are overloaded (newyork), dropped support for international tollfree"
Overall "When my credit finishes, I will take my business elsewhere"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings below consensus)
|
It used to be very good but it degraded very much over the last few months.
I am a light user and I have to contact support at least once a week because I am getting disconnections, unroutable (valid) numbers or poor call quality (value routes sound better than premium routes...)
I am very disappointed with voip.ms and it is no longer my provider of choice.
They force a 25$ minimum top-up amount, they don't route international toll free anymore without warning, calls outside the US/Canada are very expensive when compared to other providers and the premium route really is not worth it.
When I run out of credit, I will not renew and will take my business elsewhere. I am not the only one, many people who were very happy with the service before are doing the same.
member for 3.3 years, 407 visits, last login: 3 days ago
updated 229 days ago
Comments:
MartinMVoIP.msPremium,VIP
join:2008-07-21
kudos:1 | Standard Hello,
$25 has alway been our minimum top off. We never expires your balance. Nothing changed there. Same thing since 2007.
I sense that you're angry because you somehow managed to dial some International Toll-Free numbers. This type of Termination has never been advertised nor did we remove anything. If it worked for you somewhere, it may be just luck or a badly configured provider that allowed those calls by mistake. We terminate Canada and USA Toll-Free only. It has been this way since 2007 there's nothing really to tell customers.
It's just not true that people are leaving us, quite the contrary. If you fee like it, let us know what was the international toll-free number that was working so I can verify what provider allowed them by mistake. (Are they even advertised in our rating table?). Perhaps we could see you the route but I don't think our provider intended for this to work.
It would have been a good idea to include the country destination you experienced so many problems with according to what you wrote.
Regards,
--
Martin - VoiP.ms | |
|
| |
| Review by jkb3 - Location: Oakville,ON
- Cost: $365 per month
Good "Easy to use interface, call quality, web site features"
Bad "Can't buy online DIDs blocked account for no reason"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)
|
Hi Everyone, just wanted to see if anyone else is having this issue with VoIP.ms where they blocked your account so you can't purchase DIDs. I have close to 50 DID's with them and spend on avg $350/mth just on origination and DIDs very little termination. They blocked my account from. When I try to order get the following message:
This account is unable to purchase more DIDs
Please contact support for more information.
Every time I speak with support they don't give me a reason why just say to email them when I want to buy a DID. It's a frustrating and long process trying to go over emails (support ticket) trying to get a DID since you can't pick any more and they assign you crappy DID # so I had to resort to another provider. Maybe someone from VoIP.ms that cares can get this resolved if now I'll be porting out my DID's to a CELC to skip the middle man like VoIP.ms.
member for 11.6 years, 21 visits, last login: 172 days ago
updated 323 days ago
Comments:
Reviews:
·Cablemas
| Hello Your account could have been flagged automatically by the system for one of several reasons. We always try to be reasonable, if you would d kindly send me your ticket via PM I will make sure that everything is explained accurately.
Thank you for your cooperation
--
Peter Sahui - VoIP.ms | |
| | jkb3
join:2002-02-08
Oakville, ON Reviews:
·voip.ms
| Re: Hello Hi Peter,
I did open a ticket, two actually and you responded to it ignoring the question why my account was suspended from buying DIDs? I even called in for support and the telephone support ignored me and said to just submit tickets. You just said to me in the ticket to send you the, rate center desired and quantity of the DIDs I want to buy. With all the carriers I do business they list DIDs so I can pick and choose instant activation, with VoIP.ms now I have to wait to see if the rate center is serviced then assigned a DID chosen by your staff. | |
| | | Reviews:
·Cablemas
| Re: Hello Hello
My memory may be failing me, but I do not remember answering this ticket recently, I deal with dozens of tickets every day and I certainly can not recall something that may have happened months ago. I am not aware of your VoIP.ms account or ticket number at the moment, so unfortunately I can not give an accurate reply. If you could send me your ticket number, I will have the sales department reply to your inquiry.
Thank you for your cooperation, you posted here you wanted someone from VoIP.ms to solve this, and that is what im trying to do.
Regards,
--
Peter Sahui - VoIP.ms | |
| | | | jkb3
join:2002-02-08
Oakville, ON Reviews:
·voip.ms
| Re: Hello Hi Peter it's was early 2012, I have been using you guys for a long time and want to continue to do business. I'm not sure if you can get the sales guys to look at the account as you said in the ticket "I do not have information about the status of your account, other than it is able to purchase numbers in the way mentioned above." aka open ticket, wait... and then I'll have a DID assigned.
If you can kindly look into this matter for me that would be much appreciated.
Here are the two ticket ID# 469646 and 525768
Regards,
J | |
|
1 recommendation | Not a review I don't mean to be an a**, but that's not a review, it's a question. You should have posted this in VoIP Tech Chat... | |
| | jkb3
join:2002-02-08
Oakville, ON Reviews:
·voip.ms
| Re: Not a review Hi Michel,
I would say it's a review as support has been ignoring the questions. So just wanted to write about my experience how it's they deal with problems that are not answered or ignored by support. Like I said in my review call quality is good, price is OK, I have been with them for years so maybe something can be done. Maybe after all there are more clients that were denied access to the full VoIP.ms platform for no reason and support would not fix it. So a public review of the services might get something straighten out.
Regards,
J | |
| | | | | What is the status of your problem? Has voip.ms answered your question about why you are not allowed to buy any more DIDs? Someone like you, who spends $350 a month with them should certainly be taken good care of.
If they do not take good care of you, how will they treat the little people like me who spend only a few dollars a month? | |
|
IscreamPremium
join:2009-02-17
New York, NY
kudos:5 Reviews:
 ·Verizon FiOS
2 recommendations | A review instead of trouble-ticket? - weird at least I find it a bit strange when a customer, who has happened to be more than 10 years in this forum, where discussions of questions like this one are a regular matter, acts by posting a negative review for a pure technical issue - all instead of attempting to resolve the same issue with help-desk people.
Voip.ms, as most other VoIP providers are facing a huge Internet related fraud risk and exposure on a daily basis.
They have developed and use software that helps them to automatically identify and isolate attempts to [possibly] defraud their service. The whole purpose of using such automated systems - it's to be able to provide service at less cost than it would be should they keep multiple staffers on salary.
Are such systems ideal, always providing 100% protection? - of course not; there are some false positives - then a manual "intervention" is required, but the whole process of manual escalation is by itself a part of isolation of possible fraudsters from normal customers.
Just to hint a bit - do any of you ever attempt to attack a security personnel at airport when they ask you to remove your belts, shoes and/or rise your hands? - unfortunately, this is a very nature of the world we now all live in.
So instead of attacking those who try to minimize your cost of service - you better try to think how you may help them, save their time and improve their security procedures.
A note to a reader - I represent a competing company who also, on a daily basis has to fight Internet fraud. And we also have cases exactly like this one. And we also have "reviewers"who use this forum as a place to trash/bash a provider just because "they can". I'm simply trying to warn people reading reviews like this one - multiple reviews should carefully be read to create an in-dept understanding of how the service works/worked throughout the time and what other people expressed about this same service - please don't rely solely on "experts" whose only goal is to express their childish anger because they couldn't get a toy right at the moment they wanted it (I'm not talking yet about those "experts" who were possibly paid [directly or otherwise] to make their dirty work). | |
| | jkb3
join:2002-02-08
Oakville, ON Reviews:
·voip.ms
| Re: A review instead of trouble-ticket? - weird at least Hi Iscream,
Thank you for you reply but if you read the post I did contact help desk person, had multiple chats with them and even phone calls they have denied me the rights and the reason to why I can't buy DIDs. Now I found out it's because a SINGLE DID was ported out of the system after purchase (not ported out by us but my friend with out my knowledge) So If you read the other posts I have been trying to get this resolved since early 2012. After always getting a answer to buy DIDs manually I found it weird when I singed up a brand new account, passed the security check for a new account and I was able to buy a DID. Oddd....
So there was a reason why they didn't want to sell me DIDs but after getting my voice heard publicly some action was done and finally the same support staff that denied me the reason why I wasn't able to buy a DID escalated the issue to his team lead and got it resolved. Odd but true. If you don't believe me I can show you the tickets transcripts and dates so trust me I tried to contact them prior to this and finally something was done so I'm happy that its been finally resolved. If there are more people out there with the same issues I hope they were not blocked with out any notices. | |
| | | Reviews:
·Cablemas
2 edits | Re: A review instead of trouble-ticket? - weird at least Hello jkb3.
I am very glad the issue is now resolved. We look forward to keep providing you with a good service for your end customers, we appreciate your continued business.
We also see that you have been porting more numbers to our network on the last days, we thank you for your continued trust in our company and in the value of our service, we will do our best to meet your expectations.
It is also my knowledge you now have a direct contact for one of our supervisors at technical support, we understand business customers may have different needs/requirements than a home customer.
Thank you for your patronage,
--
Peter Sahui - VoIP.ms | |
| | |  XCOMdigitalnUllPremium
join:2002-06-10
Spring, TX | hu? I am not one to be jumping on reviews and commenting BUT... This review makes no sense at all... Is sad to know the reviewer is been here for 10yrs and has no clue what he just did. This is not a review.
--
[nUll@dcypher ~]$ | |
| | | | aleyn
join:2002-12-31
Waterloo, ON | Re: hu? I think it's a review and have found this thread very helpful to evaluate voip.ms. An observation of a customer service problem through it's cycle is probably more useful than even a technical review as I'd like to assert that primary reason many of us are not using traditional telcos is, in fact, the attrocious customer service that they provide. If voip.ms provide notably better customer service (they unquestionably do!), then they deserve more business, but we won't know any of this without direct and blunt discussion and observation of the handling of customer service problems. | |
|
| |
| Review by mikeima - Location: South Hadley,Hampshire,MA
- Cost: $2 per month (3 month contract)
- Install: about 999 days
Good "Cheap; great customization"
Bad "AWFUL SERVICE"
Overall "bad call routing; skip this one"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well below consensus)
|
I really wanted to give voip.ms a try. Their pricing and customization is great, and the subaccounts allowing multiple devices is a great feature. However.. their service is awful. The time to connect a call is painfully slow, but the inbound routing is what made me drop them. I worked with them for 3 months to correct the problem; but ultimately they said I was lying. The problem was when someone called the call would not connect and just drop. All of their tests worked (loopback etc) but after 10+ people have told me that they could not connect (including 2 of my own cell phones on different networks) The fact that voicemail didn't even connect meant it was their problem but working with their chat service proved to be an exercise in futility. At one point they called me to test the line and told me they could not talk to me that I had to use chat to communicate with them. That's just poor service.
I switched to callcentric and have had ZERO problems with call connects. (I have had 5+ years of experience with voip providers in a business setting)
member for 1.5 years, 0 visits, last login: 1.5 years ago
updated 1.5 years ago
Comments:
| Review by andrew00david - Location: Beaverton,Washington,OR
- Cost: $20 per month (month by month)
Bad "bad customer service in dealing with delayed order of phone-line"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well below consensus)
|
July 7th I bought credit and ordered a new york, argentine, and german phone line. the new york and argentine numbers came quickly, the german line took a few days before i got an e-mail requesting evidence of german residency (which apparently is standard procedure, so why it took several days to get to the point of requesting it i don't know - slow customer service already). i send it to them within 5 minutes of their request e-mail, and get no reply. a day or two later i ask for a status update, i don't get it. a day or two later i ask again, i get no reply. i try phoning but don't reach them. i use live-chat, i get someone who makes it sound like it's not a big deal, they're working on it. i say, it is a big deal, noone has even replied to my request for a status update. he says people are working on it, that the right department has it. i say, i have been waiting now days and days for a status update, for a number i ordered last week, and noone has even bothered to reply. that a web site launch and ordering of business cards/flyers are delayed, and i need at least a reply with an update as to the status. he says fine, 24hours (this is in the morning). I say no, have someone reply today. He says ok. I wait - no reply. Then i wait an entire additional work-day - still no replies. I mail again during their supposed customer support hours - no reply. I try live-chat but give up after waiting awhile on hold. I still have no reply, so I just mailed them asking for a full 100% refund on all money i have sent them, and a cancellation of all phone lines (I don't want just the german line, i want a solution for all 3 countries - i maintain residence and business operations and regular travel in all 3 .. not that it really matters! my main problem here is not some bureaucratic delay, it is that i receive not even the basic courtesy and politeness of replies, both promised and requested, to my problems. i am being ignored.) i mentioned in one of my mails or chats from 1-2 days ago that i would, if they did not bother to send me some type of reply or status update that day (and i gave them an extra day), take my complaint to the public voip forums, but that i really hoped it wouldn't come to that. well, it has.
p.s. since i assume that voip.ms will reply to this forum, which is public, even though they did not ever bother to reply to my queries and requests on their internal mail-ticketing system - i have no interest in fixing my problems by public forum. i gave your people several chances to fix the problem in the appropriate manner - in private and within your system - and now i am just relaying my experience with your service, and expecting a complete refund of all money sent and cancellation of all lines and services. i will not reply again to this message on the forum except if there is some problem in receiving a refund from them, in which case i will post it. i sincerely hope not.
p.p.s. the 3 or 4 test calls i made on the service did work great. i'm sure their actual service is quite functional, it's just their customer service and lack of respect to me as a customer that was not good.
member for 2.2 years, 1 visits, last login: 2.2 years ago
lodged 2.2 years ago
Comments:
| Reviews:
·Cablemas
1 edit | Reply We sincerely apologize for the delay on the order.
The orders from Germany need to be validated with the carrier per german laws. We sincerely apologize for the delay this may cause, and for the delay when updating your ticket. It may not be of public knowledge but from the countries that request verification of the customer's ID, Germany is most strict one.
We will gladly offer 3 months of usage of the DID as soon as it is received. We are still waiting for the confirmation that the address has been validated.
Thank you four your understanding, and we hope to improve your opinion of our service and will update the ordering page to reflect the delivery times and how the validation process works.
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Peter Sahui - VoIP.ms | |
| | | | Re: Reply As I have stated, my problem was not with german law or the verification. Though their not telling me which papers I needed to send them for several days after my order was a complete waste of my time. But having verification, if you actually read my review, was not my complaint - it is a government problem. My problem was with repeated ignorance of all my attempts to ask for help or a status update or any kind of response whatsoever until (not surprisingly) hours after I posted to this public forum. Once i am forced to take an issue to a public forum, the problem has gone too far. If there had been a delay of a week in the provisioning of the number but i had received prompt, polite customer service, I would have had no problems at all using and recommending the service. I did not, and was repeatedly ignored until I took my complaint public. Anyhow, I will not be trying to further resolve this in public. I made this statement in public for only one reason: to inform other people shopping for a voip service of my experience.
Thankfully, it today's competitive world, there are always companies that value their customers enough to bother replying to their questions and requests in a timely manner, and when promising a reply in a specific time-frame, keep to it.
follow-up: After refusing an offer of the DID free for 3 months, I did receive my refund today from voip.ms to my paypal account promptly. And, since (and only since) several hours after my inital post to this public voip forum, i have received very timely and prompt replies to my messages. I just wish they would have done so in the first place. | |
| | | | | Re: Reply I just want to chime in here as a new VOIP.ms customer.
I had an issue right after I joined that required me to ask for help several times from their customer service. I was always helped promptly and professionally. My problem was very insignificant, and yet they still granted me a refund when I asked for it without fighting me over it. I accepted the refund, got another DID with them, and am quite happy with their service.
I understand where the OP is coming from, but I think he might be a bit harsh in his assessment. | |
| | | MartinMVoIP.msPremium,VIP
join:2008-07-21
kudos:1
2 edits | You have never been ignored and we do respect our customers. You gave us less than 3-4 business days, immediately called it quit and asked for a refund. We did experience a delay with your order from germany due to LEGAL REGULATIONS from that country, but you didn't allow us any time to rectify the issue.
You then immediately signed up to this forum to write a drive-by review and asked for a refund.
You state in your review that you experienced good quality, and that your other DID Numbers that didn't require legal requirements from local authorities were delivered promptly, yet rated reliability to zero. This review is not really objective I believe, but I think it's fair for the public to read your feelings about your very short experience with us. Best of luck in your future endeavors.
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Martin - VoIP.ms | |
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1 edit | Re: Reply My company is a long term and rather large customer of VoIP.MS, and I can't say enough good things about this company. However, I can verify that, in my experience, VoIP.MS customer support is indeed lax at updating trouble tickets or otherwise getting back to customers with updates or reassurance about ongoing issues. I'm not sure they realize how important it is to continually reassure their customers that their problems are being worked on - especially important with an online service where it is difficult to develop a personal relationship. This is something Peter and other VoIP.MS team members may want to take a look at.
I have also found it incredibly frustrating when I have found a bug in their otherwise excellent software (and I have found a glitch or two), and they've run me through the mill making me prove the problem before they'd look at, all the while trying to pin the problem on something I must be doing wrong. I can understand this, as so many VoIP users have little to no idea what they're doing. But I've been doing this a long time and I know a bug when I see one. I do wish they'd respect that just a little more than they do.
All that being said, I have found that, even though they may not provide timely or reassuring updates or believe me when I first point out a bug, once they see the problem they usually get their development people to work on it right away - and then they do notify me and ask me to test when it is eventually resolved.
I've also developed working relationships now with several of their "live chat" customer service reps. These folks are always exceedingly helpful - and always willing to double check ongoing issues with their development team (or whichever department is responsible) whenever I start getting impatient with a lack of response or an update. These folks are your best resource when dealing with VoIP.MS. Always check with them first - especially before running here to write a negative report. (I'm also impressed with their English skills - English is not the first language for most VoIP.MS customer service reps).
Overall I have tremendous respect for the folks at VoIP.MS. They are young and energetic - they've built a great service - technically superb and with generally excellent customer service. I enjoy working with them personally and can easily overlook these occasional customer service snafus.
One day, when I get one of those "round tuits", I'll write a full review.
Larry W | |
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