VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
2 edits | ViaTalk Q/A
Rather than pick through all of the individual threads and try to address questions/comments that were not posted to myself directly, I wanted to give people a place where they can ask whatever they like specifically to me such that I can address them for not only the people who ask them, but for others whom may have the same questions as well. Anything goes, but please try to avoid things that are specific to an individual account, and repeat questions. Thanks, and fire away!
EDIT: once your question has been asked, please go back and edit your initial question such that it is empty - that will help keep the thread from getting too hard to follow.
UPDATE: I will get to more questions tomm, feel free to post them here. |
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swoon
join:2007-07-22
Lemon Grove, CA
1 edit | Answered |
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taylor2767
join:2007-07-12
Columbus, OH | What is in store for customers prior to the SR onslaught? thankfully my service has been excellent. TS has been jammed! I'd personally like to see the 2 line feature. @ no additional cost of course? |
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B
Premium,MVM
join:2000-10-28
3 edits | reply to VTBrendan
Edit: answered below; thank you! |
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DSL69
join:2006-05-09
| reply to VTBrendan
Expedite porting for SR customers....
I signed up and requested LNP (received confirmation) on the 18th of July. It seems that some customers are getting ported right away, and others are in my situation without even a date to expect my number to be ported after almost 2 weeks.  I know P8 are getting there customers ported in just a few days. Any thoughts? |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to swoon
Re: ViaTalk Q/A
said by swoon  :Thank you for taking the time to solicit input and answer questions. I am up and running with ViaTalk after the SR meltdown. I am wondering about the porting process with Aug. 5th quickly approaching. I faxed my LOA on the 23rd, should I worry about losing my number? LOA's are being around the clock to get things completed as quickly as possible. All communications that I have received from the companies that have issued numbers to SR have implied that there would not be issues porting out these numbers, regardless of what SR's fate is. |
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vtphilk
join:2005-11-11
Elkridge, MD
1 edit | reply to VTBrendan
ANSWERED BELOW |
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vtphilk
join:2005-11-11
Elkridge, MD
1 edit | ANSWERED |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to taylor2767
said by taylor2767 :What is in store for customers prior to the SR onslaught? thankfully my service has been excellent. TS has been jammed! I'd personally like to see the 2 line feature. @ no additional cost of course? Obviously TS has been an issue for both previous and new customers combined as a result of this huge increase in activity. Aside from the obvious of adding to our current staff to help handle the additional influx of customers, we have been expanding our network to help maintain the quality of service our existing customers have enjoyed. As for the 2 line feature, that will be made available to everyone once things quiet down a bit. |
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Noremac
join:2005-01-15
Alexandria, VA
| reply to VTBrendan
Do you have any plans to address the very bothersome delay in dialing 10 digit phone numbers? I understand from reading posts on here that the 'dial plan' in the ATA can be successfully amended to correct the problem, but why should consumers have to perform phreak surgery on their ATA? It would seem that investing in an enterprise-wide fix would probably save thousands of support calls and emails! |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to B
said by B :Man you are brave. 1. What are current turnaround times on support tickets and calls? Support calls during peak hours today reached upwards of an hour and a half. Tickets, are probably looking at a couple of days.
said by B :2. What has VT done to address support issues during this crunch time? We've more than doubled our staff size to date, however getting these new people to the point where then actually serve a purpose above and beyond being a warm body to talk to takes a bit of time. The results of these new hires should start showing soon.
said by B :3. When can we expect a return to Viatalk's normal levels of customer service? As quickly as possible. I don't want to commit to a firm timeline, however a hold time of under 10 minutes during peak hours and under 5 during off peak hours is always our goal, and always what we will be working towards.
said by B :4. What is the status on acquisition of new adapters (i.e., the supply chain)? We have had people on the phones literally all day working on securing more equipment. We have shipments arriving daily, and many thousands ofunits en route currently. Due to the shortage we've actually had to start periodically ordering equipment a step up from the PAP2's to keep the flow going.
said by B :5. What can you tell us about porting re: Sunrocket numbers? Will some numbers be lost even if requests are submitted before 8/5/07? While I can't commit to this 100%, I have been told by the companies that own the numbers that there should be no issue porting them over to us regardless of SR's fate. |
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TonyVOIP
join:2007-07-31
Rockville, MD
1 edit | reply to VTBrendan
Partially Answered |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to vtphilk
said by vtphilk :I just signed up today. Per your other post I went ahead and put in a LOA and wrote "SunRocket" where the ViaTalk number was. Is this ok or will I have to wait to get my sip cred's and then a ViaTalk temp number to fax in the LOA. I'm just getting worried with the impending deadline on SR disconnect that my number will disappear for good Thanks for all your help. On another note, hows things going over there? I was hoping that if I ordered a few days after the mass rush that I would have better luck. Have you hired plenty of additional staff etc...? Submitting the LOA with simply SunRocket written on it will do the trick. As for processing times for BYOD orders, they are currently under 24 hours, and as of tomorrow they should be under 15 minutes or so. |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to Noremac
said by Noremac :Do you have any plans to address the very bothersome delay in dialing 10 digit phone numbers? I understand from reading posts on here that the 'dial plan' in the ATA can be successfully amended to correct the problem, but why should consumers have to perform phreak surgery on their ATA? It would seem that investing in an enterprise-wide fix would probably save thousands of support calls and emails! We can potentially put an option in our control panel to allow for the optimization of the dial plan for either 7, 10, or 11 digit dialing, however I would not look for that within the upcoming couple of weeks. |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to TonyVOIP
said by TonyVOIP :Brendan, Why are you posting here? Your silence on the viatalk forums and blog is what is scaring me. People are having issues, tickets are being ignored and after 2 hours on hold the tech person won't admit that there are any issues. I would have rather heard that the onslaught of new users was taxing the servers and more capacity was being added daily. The fact that everyone is saying that capacity is fine either means their clueless or lying. Neither is acceptable. We are doing everything we can to handle the customer support volume are are receiving while at the same time expanding our staff to handle it better going forward. As for our network itself, I can assure you that any issues you are seeing are not capacity related. |
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vtphilk
join:2005-11-11
Elkridge, MD
1 edit | reply to VTBrendan
THANKS SO MUCH FOR THE ANSWERS |
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WebbyIL
Premium
join:2002-12-22
Athens, IL | reply to VTBrendan
Brendan,
How do you explain the 2+ week wait on billing tickets that still do not have even an initial response. |
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taylor2767
join:2007-07-12
Columbus, OH | reply to VTBrendan
I've posted on several forums about the usage of UPS's. I do know the now offer that as a option. Why not include that as a special offer? UPS's will cut your TS calls significantly due to born nature of sensitive networking equipment. |
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swoon
join:2007-07-22
Lemon Grove, CA
1 edit | reply to VTBrendan
Answered |
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B
Premium,MVM
join:2000-10-28
| reply to VTBrendan
This thread is already a case study in how to do a Q/A session right. Fast, full, detailed answers (right or wrong), nothing skipped, and plenty of detail.
Quite the contrast with another recent CEO Q/A thread...
Brendan might be lying or spinning through his teeth (I don't think he is) but the mere fact that he's here addressing every question head-on says an awful lot. I've got a bunch of unanswered 4-day-old support tickets but I'm more than willing to wait a bit longer.
-- B
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In a realm outside causality and function |
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