VOIP etc > Voice Over IP - VOIP > ViaTalk > Filed a BBB complaint against ViaTalk

Filed a BBB complaint against ViaTalk

your BBB filing is unlikely to get you any satisfaction as you didn't ask for anything. allow me to fill in the blanks: "please BBB make ViaTalk call me back." or "please BBB get me a refund of my $3 they charged me for E911 service while I didn't have a phone number but could still dial 911 from my phone."

Sorry, but these little teeny weeny complaints aren't going to bubble to the top of anyone's list.

You say that you check in here twice a day -- perhaps you've missed the half million posts about VT not answering tickets and long hold times. you shouldn't feel special -- nothing about how you've been treated is unique to you. perhaps your local library has some yellowed copies of newspapers from July detailing how SunRocket closed and the whole industry has been flooded with too many customers in too short a time leading to long hold times, a shortage of adapters, brand new panic-hired CSRs with little training answering the phones, and a conscious decision by VT to answer the phone first prior to working electronic trouble tickets -- perhaps you missed that confession from VTBrendan. You should visit more often.

I really do empathize with your problem, but -- please -- take a number, as every other VT customer without exception having to make contact with them since SR-death day has the same story.
--
"Teleblend has an agreement with the Assignee to solicit and support former SunRocket customers."

RockyBB,

I didn't post the resolve in my post here but I did with the BBB. If I don't get "satisfaction" I know that the sun will still come up tomorrow and since I have a POTS line, I will have a dial tone too.

BTW, I am special.

Cheers

Upon Reflection ...

I have to admit my eyes glaze over when there are posts from VT here in the forums.
As you know talk is cheap and what you may not know that these "confessions" are just tools to change focus.

It all boils down to one single concept, Greed.

Completed Reflection for now.

reply to flyARIA
Well hope Viatalk and all the VOIP competition goes belly up. Then your great POTS pricing will go away. You just came here to whine and say how great Viatalk is and now that their competition has helped lower prices you wish they would go away.

nonymous,

The statement I have made in regard to competition and pricing were made to convey that a company that does not support their customer base will have a difficult time keeping their doors open in this or any other environment.

My reason for porting my number back to my original carrier had nothing to do with pricing. My VT phone lines have been used to play with VoIP and not used as a major communication vehicle. VT has provided an adequate product to me for the money.

In a competitive market there will always be someone out there that will "do it for less". To compete, a company has to do more than just provide the low cost option. Responding to customers is extremely important even if the problem cannot be resolved immediately, provides the "Warm Fuzzy Effect".

I am just using the BBB as a form of communication to VT since I seem not to be able to communicate with them up to this point. As I have stated VT has provided me with an adequate product, no whining here.

reply to flyARIA
This one goes up on the bulletin board. You planned a picnic with 100% rain in the forecast. Why, during a very hectic period, where you know customer service is swamped, port your number out with the knowledge that you had. Plus VT did a real good job in porting in just three days. They could have told Cin Bell, "See you in 21 days" and been within their rights. Good job VT on that one. Then you are asking for a new number for your VT account. That puts you right smack in the middle of the SR mob for customer service. I would imagine you are going to get charged $10 for that activation new number activation, so now you are really steamed. Those darn greedy telco people.
There's also something missing in your original post. It seems that your action was preemptive. You went to POTS because it was now competitive, but no mention of other than normal Voip technical issues. If so, you preemptively just up and stepped on your crank.

gsquare,

Let me clarify.

Cincinnati Bell activated my POTS line with a temporary number in 3 days. It took over 2 weeks for the port to complete. In reality it didn't matter if it took 3 days or 3 weeks to complete the port, the number was forwarded anyway to the Cincinnati Bell temporary number.

You are right in the fact I never stated the reason to port that number back in the first place in my first post, however cost had no bearing on it.

I could have save saved money in using an online service for faxing. Having a dedicated POTS fax line saves me time. Quick easy and very little trouble. Not every received and sent fax has to be stored on a hard drive, however I do that also. There is a lot to be said for dropping a document into that old fax machine and just having to press send.

I also forgot to state that 18 months ago I purchased a VT Fax line when it was offered. Well we all know how well that worked but I was OK with that. I had fun tweaking and had success with 1 or 2 page faxes. Unfortunately this doesn't work so well for me at this point in time.

As far as the SR mob for customer service, let me put it this way. Just because you can put 1000 people on a boat built for 50 doesn't mean you should.

VT's problems are self inflicted and I am not necessarily saying it was intentional. But you know at some point early in this process VT was aware of their inability to provide adequate service for new and existing customers but that didn't keep them from not warning new customers of possible delays. Makes for a very positive cash flow that has been good for ViaTalk.

Just be glad that VT doesn't manufacture and service life support systems, I am.

if VT is overloaded why are they having buy 1 get 1 year special again ? I have seen those being mentioned in deal sites ATLEAST twice after SR demise.. if they are overloaded with SR customer load, why are they asking for more ??

It's all about the money.

Edit:
In all fairness the increased revenue does allow VT to expand to meet needs and pay the bills.

As long as they can feed the furnace with new customer revenue, losing customers with their refund policy has a minimal effect on their day to day operation.

I hope that VT is working hard to meet the needs of their customers. Time will tell.

reply to flyARIA
So are you keeping the second line? I got VT for a second line that is it. With the features as a second line when I got 2-1 it is unbeatable.
Just why do you have to write the BBB to stir up a hornets nest for Viatalk. You knew what you paid for. You got it. Voip is not pots get over it. If it becomes pots you will pay more.
Still I can tell you a tale of a pots line. Elderly couple wife sick. Phone out days at a time needed the 911. Finally a long temp line. But husband had run to neighbors house to use 911. Even medically priority a bell company put it off.

reply to flyARIA
Sorry Fly; but after reading your posts, I don't think you're ready for voip and you'd probably not be happy or satisfied with any current provider.

There are 2 trains of thought. Some believe that voip isn't ready for "Primetime" yet. Other believe that VOIP is ready, it's just not most customers who are ready. The want voip to be a direct and equal pots replacement. It isn't and shouldn't be. If people stop thinking old school as far as pots goes; start thinking mobile and broadband based; and realize that the most efficient means of telephone style communications is a combination of cellular and voip to maintain mobility and portability, then you start to realize that VOIP is very much ready for primetime. Unfortunately too many people try to compare it with POTS. They are different. Stop thinking of voip as an equal replacement for POTS. It's a DIFFERENT replacement. Forget porting numbers. Forget thinking like POTS. Some day you'll realize that your cell phone is your PERMANENT phone and your VOIP is wherever you happen to be. And POTS IS DEAD. Then things like porting and such won't be an issue.

Fortunately, most of the younger generation are cellular users. MOST will NEVER get a pots line. They won't have one in their college dorm room. They won't have one in their apartment when they move into one. The ONLY one they will see will be in offices and businesses (Which could easily be voip or PBX trunks), and in their parents house. This younger generation will use the internet for the majority of their fixed communications needs and cellular for their mobile needs. The cellular phone and number will stay with them for the next 50 years. The voip number will never matter.

Of course, if Cellular was to get off their butt and stop trying to milk extra money out of their customers, and make unlimited plans for UNDER $30 a month nationwide, they would easily steal all of Vonage's and the other voip provider's customers. They could backhaul their cellular systems through the internet, ATM, Joint Venture networks, etc... and easily reduce their costs from the multitudes of T1 and DS3 they are paying Ma'Bell for.

So, when you STOP thinking in terms of POTS = Telephone = Cellular = voip as all being the same thing, you'll realize that VOIP, and the providers like Viatalk are doing just fine and are ready for the future. (At least until cellular get's their butt in gear). Of course, there will still be those who think in the analog POTS world. That is the true problem. Not viatalk, voip, customer service, porting numbers. The sooner the technology becomes more mainstream, the faster all these other issues will fall into place.

Of course, the biggest hurdle is stopping the government from getting involved. Stopping net neutrality. And stopping people from whining to the FCC, BBB, FTC, or PMS. Let the market take care of it's self. Let dissatisfied customers LEAVE 1 provider and go to another. Stop crying to MOMMY because Johnny isn't playing fair. If you don't like a particular provider, then take your ball and go find another game. It's that simple. It's the whining to the FCC, FTC, BBB, etc... that causes more problems than they fix. Contrary to popular belief, the government DOESN'T KNOW ALL THE ANSWERS. Later.,.. Mike...

christcorp,

In reality it's all pretty simple. If you are going to accept money to provide a service, provide the service.

This has nothing to to with POTS, VoIP and the color of Purple.

I have been satisfied with ViaTalk's VoIP Service, let me say it again, I have been satisfied with ViaTalk's VoIP Service.

Like I said in my first post, this is an EASY problem to fix.

BTW, ViaTalk has more worries than my BBB complaint. Sounds to me like they have bigger hornet nests to worry about.

Did I mention that I have been satisfied with ViaTalk's VoIP service?

Later...

Edit:

Just to clarify. I use a number of VoIP providers. In the case of ViaTalk, I needed to retain that specific phone number. I didn't want to have to retrain my customers.

When I mentioned using the ViaTalk line as a "second" line, it was said for an easy read without having to go into detail with information that wasn't necessary. I have a number of "second" lines.

I went to a poor elementary school, we didn't have a third grade.

flyARIA,
Christcorps is has a pathetic view of the "market." Simply letting people get taken until enough decide to let a company sink is a slow, and ineffective way of handling matters. And for the record, it is the VOIP companies billing their services as equal to POTS. HOW DARE WE FORCE THEM TO FULFILL THEIR PROMISES...

I completely agree with your stance in this issue. They are not providing you with the service you are paying for. Plain and simple. Why should you have to waste the time you have paid for waiting on a company that got in over its head? I have been a semi-satisfied customer for about 16 months, but this last bout with their service was enough to advise people not to go with their service. Contacting the BBB was a good decision. They have the opportunity to respond (as they should, by extending your service for the time it was not available) and set things right.

Whether or not your's is a unique situation is not the point. The point is, is that Viatalk is not taking care of their customers the way they should. Hopefully, things are claming down and service will return, but I would encourage others to take the same route you have if they cannot get satisfaction from Viatalk directly.

Thanks boober321, it's comforting to know that there is someone else that has a touch on reality.

REALITY? You're Sh*tin me, right? If you think that every time you have a problem, issue, dissatisfaction, etc... that you are suppose to go running to the BBB, FCC, FTC, your boss, mommy, etc... then you're the one with a reality problem.

But hey, it's your money. I've given up on the "We need more government involvement" crowd during the E911 issues with voip a couple of years ago. I have relegated my voip usage to last as long as feasible. In time, because of all the government involvement push for by customers, voip will become the same price as POTS. There won't be any real advantage or savings. Then people will bitch about that also. But it's their own fault.

I have no problem with you having issues with viatalk and trying to get them resolved. Getting the BBB or government involved is what I have a problem with. But hey, go for it. I will continue to use Packet8 because of their reliability. I will continue to use voicestick because of it's convenience. I will continue to us VoipO.com because I like where they are heading and they seem to have what it takes to last into the future.

But no matter if I have any problems with any of these providers, I will work it out with the provider directly. If they can't or won't work with me to fix the problem, then I will find another provider. I won't ever get the BBB, FCC, FTA, or any other industry or agency involved. I want them all out of this. I wish they'd take all their taxes, fees, 911 regs, etc... with them. Maybe some day you will be able to handle minor issues yourself. Until then, I guess that's what you are paying your tax dollars for. For government assistance. Later... Mike....

Christcorp,
lol man the guy paid for telephone service. He isn't getting it. Are you used to giving money for nothing?
Btw the bbb isn't a government agency and they don't tax anything.

Np the OP like many nowadays is entitled. Service is fine but one glitch to them needs to go to BBB or post. His experience was fine but one glitch now time for the provider to go belly up. (How to keep as a second line if the OP makes them go under is beyond me). Post as much as they want. Must let everyone know. Decent experience until this happened. I can know tell thousands my one little whine not just ten. I am great.

nonymous' post, like most of his others, is incoherent. But the gist, I believe... and correct me if I'm wrong... is that the OP is a whiner for going to the BBB and then posting it. "One little problem..." yeah one little problem- HE HAS NO PHONE NUMBER AND CAN'T USE HIS PHONE!!!!! Jeez the nerve of that flyARIA, feeling all entitled to service he's paying for... how DARE HE!!!

The OP contacted the BBB because after numerous attempts, he was unable to get through to ViaTalk to get his issue settled. He was PAYING for service that he could not use. How long is someone supposed to wait when their service is disrupted? It isn't like Viatalk is offering to replace the days missed for anyone that isn't getting service. You simply loose those days. He posted that he went to the BBB to remind and maybe inspire others that are having similar issues with Viatalk to file complaints as well. And I agree.