jimboe
join:2000-08-14
New York
 ·Optimum Online
| reply to morbo
Re: port from AT&T to Vitelity after dryline switch?
Beware of Vitelity ports. They have a very very very inconsistent track record. It took me nearly 3 months to get my number ported over, and the cust svc is 'uninterested' and/or unwilling to keep "on top" of your port with other carriers, or whoever they suposedly "outsource" their ports to. There's no shortage of stories like mine if you look around.
Great service no doubt, unbeatable price-point, wonderful features and web portal, BUT service/"interest in assisting their customers"?
[RANT]
CRAP. Even if it is 99% certain the fault is on their end, they will likely not bother to check out your problem (whatever it is) for more than 2 seconds (if they have the slightest "hunch" it could possibly be on your end).
They just stubbornly "push" the problem back to you, and even when confronted with overwhelming evidence which would make any sane person "re-check" their conclusion, they will just "turn their backs", ultimately closing your ticket with no further replies.
[/rant]
As you can see, I've been (and so have many others, just search around) quite frustrated with the total lack of support, or even information.
Even with that, overall, becasue of all the other good stuff, they're still the best "total package" around at the moment IMHO. |
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morbo
Complete Your Transaction
join:2002-01-22
00000
clubs:
·Charter Pipeline
 ·AT&T Southwest
| said by jimboe  :Beware of Vitelity ports. They have a very very very inconsistent track record. the entire porting process is scary, from an outsiders point of view. i guess i'm willing to lose the landline number since i've only had it for a year or so. not too many people to contact about a new number. but i'd like to take it with me if possible. |
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larrys
join:2000-10-29
Brooklyn, NY
| reply to jimboe
Not to pile on Vitelity, but like jimboe it took several months for my number port to go through. Mind you this was when Sunrocket tanked and there must have been a huge spike in ports then which might have contributed to the problem.
I have been happy with their service considering their price. But recently a couple of things have come up that has me rethinking my decision. Both things have to do with calling toll free numbers. The first was when I dialed a toll free number I would receive a busy signal. I put in a trouble ticket and was told that because the call did not have a valid ANI set, meaning it was not sending my caller id number the call would not go through. Now I could swear that this worked in the past. They told me how to use a sub account to fix the problem and I did.
Then the other night I was on conference call using a toll free number. The call was several hours long and about one hour into it I got disconnected. I called back and was disconnected in 10 minutes. Again I put in a trouble ticket. Here is what they said about it. This is copied directly from the email they sent me.
"Calls placed to tollfree destinations are free of charge and not guarenteed by our underlining carrier. Unfortunately we do not have any available alternatives at this time. We apologize for any inconvenience this may cause"
I guess they have a new "underling carrier" because in the past I had no such problems. Now maybe I should not expect to be on a call for hours based on what I pay, but their answer seems like crap to me.
Just thought you should be aware. |
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jimboe
join:2000-08-14
New York
·Optimum Online
| said by larrys :Not to pile on Vitelity, but like jimboe it took several months for my number port to go through. Mind you this was when Sunrocket tanked and there must have been a huge spike in ports then which might have contributed to the problem. If you search, you'll see many reports of people waiting months to complete ports long before the demise of Sunrocket as well. It's pretty well known that they have an abismal track record when it comes to number ports.. AND customer service problem "resoultion".. their only two flaws as far as I can tell..said by larrys :...calling toll free numbers. The first was when I dialed a toll free number I would receive a busy signal. I put in a trouble ticket and was told that because the call did not have a valid ANI set, meaning it was not sending my caller id number the call would not go through. Now I could swear that this worked in the past. They told me how to use a sub account to fix the problem and I did. ... "Calls placed to tollfree destinations are free of charge and not guarenteed by our underlining carrier. Unfortunately we do not have any available alternatives at this time. We apologize for any inconvenience this may cause" I guess they have a new "underling carrier" because in the past I had no such problems. Now maybe I should not expect to be on a call for hours based on what I pay, but their answer seems like crap to me. No they don't have a new underlying carrier. The 800 number problem you had nearly 2 weeks ago (it was Wed, Jan 2) was SYSTEM WIDE.
They ultimately posted a notice on the portal, but not before denying any culpability/responsibilty on their part (or any of their "partner/support" companies) for the first *40 minutes*.
The "ANI" response was a lie, pure and simple, as it was told to other customers as well, before Vitelity realized the trouble was NOT within the domain of the customers' equipment. I had always had sub-accounts setup an working properly so when another cusotmer (Asterisk user) told me this was the response they got, I knew it was a lie. My ANI, like the other customers' ANI, has ALWAYS worked fine, and no changes had taken place.
They did NOT know, and did NOT want to be bothered to do a deeper investigation of the problem, because the few people that work there were either:
a) incompetent and arrogant (a very, very dangerous combo)
b) or LAZY
(OR there's always the possibilty that they just gave a shit answer like that to buy time while they were trying to figure out what the problem really was-- so as to not look incompetent. Who knows. We'll never know where the trouble really was.)
Either way, it's horrible, and there's absolutely no excuse for customers to receive responses like you included above. I'm sure most of their customers have gotten these "brush-off" responses (I have). I personally don't see things changing with their support.
Let's just hope beyond hope that the infrastructure they have in place, is really as solid and stable as it appears to be, because if any MAJOR cracks open up, I think the service will turn to shit for extended periods of time. |
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jimboe
join:2000-08-14
New York
·Optimum Online
| reply to larrys
said by larrys :... calling toll free numbers. The first was when I dialed a toll free number I would receive a busy signal. ... ...And once again, TF numbers are not being routed properly. |
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