vtphilk
join:2005-11-11
Elkridge, MD | reply to jsnap
Re: ViaTalk Q/A
I asked this earlier on in this thread. See above. Just fill out the LOA and put SUnRocket in the provider and the viatalk #. |
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jsnap
join:2007-07-17
1 edit | reply to TonyVOIP
Removed |
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jsnap
join:2007-07-17
1 edit | reply to vtphilk
answered |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to TonyVOIP
said by TonyVOIP  :said by VTBrendan : I can assure you that any issues you are seeing are not capacity related. Voicemail hanging up on users or cutting in and out on playback is not a capacity issue? It sure feels like the voicemail machines are being overworked. Also, several times in the past week voicemail has been dead altogether. :-( Do you run the voicemail or is that another company? I'm aware of several upgrades that have been made to the VM system over the course of the past month. I will make certain that they are aware that you are experiencing these issues. |
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VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to jsnap
said by jsnap :1. When should I send the LOA and the accompanying documents? They should be sent as soon as possible.
said by jsnap :2. How does it get linked to my order if I have no order number or account number yet? They will be linked up via the supporting documentation that you provide.
said by jsnap :3. How long will it be before I've got the VT box? We are shipping them as quickly as possible, however I am unable to provide you with a date specific to you at this time.
said by jsnap :4. Also, I wanted to add the Priority Support to my order,but never saw a way to do this at the time I placed my order. Do I need to call Sales for this addition? If you call up sales they can pop you into the rush order queue. |
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iLive4Apple
Hybrid power
Premium
join:2006-07-13
Helena, AL
2 edits | reply to VTBrendan
Answered! Thank you for your help VT Brendan |
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jmdomini
Premium
join:2000-05-04
Sycamore, IL
2 edits | reply to VTBrendan
Answered |
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B
Premium,MVM
join:2000-10-28 | reply to jsnap
jsnap, Tony was talking about the forums at Viatalk's own site. I can't speak to his accuracy though, as I've not been there yet.
-- B
--
In a realm outside causality and function |
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B
Premium,MVM
join:2000-10-28
| reply to VTBrendan
I turned off voice mail through the control panel.
Is it normal to stop inbound calls after 5-6 rings with a message that "the number is not answering"? I'd really rather it just kept ringing for quite a while longer than that...
-- B
--
In a realm outside causality and function |
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TonyVOIP
join:2007-07-31
Rockville, MD
| reply to jsnap
said by jsnap :TonyVOIP, you are so wrong. Brendan has been on other forums here over the past two weeks as I've read much of what he wrote to others. But you may not have checked all the forums relating to the SR bust to have seen him, so, you are forgiven. And give him a break. He's had a lot on his plate trying to expand so quickly. I know he has had a lot on his plate but a few posts to the blog or the viatalk forums would have been nice. A few reassuring words on the blog could have prevented 100s of unnecessary calls.
1 post to the VT forums and 1 blog post in the past 2 weeks.
»forums.hostrocket.com/search.php···d=567907
»vtinside.com/blog.html
I'm glad he's talking now.  But still nothing the VT site. :-\ |
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Russell_
join:2006-04-06
1 edit | reply to VTBrendan
I'm a new VT customer. Here's what I say in my support ticket VQE-77987 (no response yet):
*** start copy of ticket ***
Please try calling my number. You will find that after the appropriate number of seconds there is a VERY LONG PAUSE and then you hear the voicemail message - but the first couple of seconds of the message appear to be cut-off.
It does not matter what kind of phone the call is from - cell, traditional POTS, another voip provider ...
One caller remarked that there appeared to be dead air. I'm concerned that people will think there's something wrong with the "answering machine" and hangup instead of leaving a message.
It looks like there are others with the same issue: »Voicemail greeting cut off.
*** end copy of ticket ***
A coworker of mine also moved from SunRocket to VT and he has the exact same Voicemail issue. I called VT earlier today (to find out about LNP status) and talked with Tom. He claimed not to have any knowledge of the Voicemail issue. From my couple of other calls, Tom appears to be one of your more knowledgeable employees and it's a little scary that he has no knowledge of the issue.
Could you please comment on this voicemail issue? |
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cablesurfer
join:2000-02-05
Thousand Oaks, CA
1 edit | I faxed my LOA and supporting documents in on 7/24 and have since heard nothing. Should I have received a confirmation email or support ticket ? If not, please let me know as well.
Additionally, I also emailed in my supporting documents for the contract buyout. The system created a support ticket for such. When do you anticipate these tickets will be addressed and current contract end dates then modified? |
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rufus279
join:2007-07-22
Tonawanda, NY
| I started to order service during the afternoon of 7/17 for the 2 for 1 deal and completed the order online later in the day. That is when I realized that the offer was gone and I was not getting 2 for 1. I called and waited for over 1.5 hours before I got someone in billing and I asked to cancel my order. The rep Adam took my info placed me on hold and came back and told me it was canceled. Adam also gave me a ref #
The evening of 7/18 I get an email that my order was processed and my card charged. I opened a ticket through your site, other then a generic "send me the first 2 and last 4 of your CC" msg nothing further has taken place on the ticket. Called in the afternoon on the 19th and after waiting for 2.5 hours spoke with a Matt in billing who said he would cancel the order and issue the refund that day. he also mentioned the ref # I got from Adam did not exist and there where no ref # on calls. Sure enough an hour later I got an email saying the order was canceled.
7 days later and still no credit of the original charge to my account. I filed 3 more tickets and no response. Ever time I call morning, noon, or night, the number in queue is never less then 60 and I can't spend hours on the phone only to be lied to again by another person in your billing department.
I understand your overwhelmed but this is starting to become ridicious. |
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galandy
join:2001-12-20
Great Neck, NY
1 edit | reply to VTBrendan
Answered |
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coaster
join:2007-07-13
New Port Richey, FL
3 edits | reply to rufus279
Thanks
Answered...Thank you VTBrendan |
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B
Premium,MVM
join:2000-10-28
| reply to galandy
Re: ViaTalk Q/A
said by galandy :Will the FREE 2nd line be offered to BYOD customers? Real soon. He answered on page 1: "As for the 2 line feature, that will be made available to everyone once things quiet down a bit."
To some of the posters, please try to keep it to general interest questions instead of your own stories and tickets... as Mr. VTB said:
"Anything goes, but please try to avoid things that are specific to an individual account, and repeat questions."
-- B
--
In a realm outside causality and function |
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EricUtah
join:2005-11-08
Henderson, NV
 ·ViaTalk
2 edits | reply to VTBrendan
SR goes belly up in 4 days. If my number isn't ported away before they're gone, I assume it's going to be returned to the original LEC that it was allocated to. As far as I know, there's a very high likelihood I'm going to lose my home phone number of 10 years unless I immediately sign up with the LEC (or someone that can port it in short order). Am I wrong in this assumption?
Keeping customers informed at viatalk.com or vtinside.com really would help with a lot of the confusion and complaints. Just a few words on service activation lead time, porting time, and equipment ship times would probably cut your call volume. Status email, etc? I went 14 days without a word other than a "your card has been billed" email.  |
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jestep
join:2002-12-28
Corona, CA | reply to VTBrendan
I opened a ticket to cancel my order. I do not have the time to wait on the phone to do so when I wait and get cut off because you guys call it a day.
Please honor the tickets that have requested canceling.... |
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scott_lmtd
join:2006-07-20
Denver, CO
1 edit | reply to VTBrendan
- Answered |
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FFX3
join:2001-12-12
Fairfax, CA
1 edit | reply to VTBrendan
I fail to see how one can post about their troubles with VT without getting "personal" about it. Your account is your window on the service in question. At any rate, here's my troubles-apologies to all concerned if they've been covered.
(1) Voice mail consistently fails to delete my last message. I can only clear messages through the VT portal
No reply as of yet from tech support (7 days old).
(2) I cancelled a ticket I initiated 50 days (!) ago
requesting a second line (BYOD) for my account. Forty seven days & 19 messages later- I cancelled the request. I would love to know the reason why this couldn't have been taken care of in a day. As I've stated elsewhere, this request preceded the SunRocket affair by more than a month. There's simply no excuse for it that I can think of. BTW, given the laxative that is the norm at VT these days-the cancelled ticket's still open..
(3)When I call CS the reps politely offer to get on it straightaway. Without asking me for my account information? "Hey, wait a mi....."click"
I have since signed up for a second account through the VT home page-as I did when I first signed with them. It took two weeks to get service then, I'm hoping that BYOD goes somewhat faster, we'll see.
In the mean time, just refer to me as "Lil' Red Headed Stepchild"
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