ZipLipZ
join:2008-02-04
Salt Lake City, UT
| No sound on most outbound calls - Viatalk = no help
Is Viatalk pulling a Sunrocket?
I try to reach customer service and after sitting on hold for awhile I get a "fast busy" signal and the line drops. This has been happening for a few days now. I tried to PM some of the Viatalk reps here, and still nothing.
Here is the issue I have: Most (not all, but say 80% of the time) when I dial an outbound call I hear just dead air. No ringing no nothing. I could sit for 5 minutes and nothing would happen. The phone rings on the other end but they cannot hear me at all. If they call me back, everything works fine.
I tried powercycling my adapter, router and cable modem, nothing. Nothing has changed on my setup.. my adapter is still in the DMZ on my router, everything should be ok.
Any suggestions? I'm getting frustrated with the lack of ability to get help from Viatalk :\
Any input would be appreciated. Thanks! |
|
removed
Crisis Management Squad
Premium,VIP
join:2002-02-08
Houston, TX
clubs: | Calling them isn't the only way to get help. Have you considered submitting a ticket? |
|
Nate425
Premium
join:2005-02-03
Charlottesville, VA
clubs: | reply to ZipLipZ
Viatalk will tell you to put your adapter in the DMZ. Audio problems like that are generally something in your router, so the DMZ thing should help out. Give it a go, and submit a ticket or come back here if that doesn't help. |
|
sfla02si
join:2006-10-15
West Palm Beach, FL
| reply to ZipLipZ
I am having the same problem and my phone adapter is on my DMZ.
Now while trying to call there live support I get an automated voice telling me that phone support is not available at this time but there live support schedule shows they should have support at that time.
I've had there service since October 2006 and it seems that since the Sunrocket fallout, there service has been going downhill. |
|
TexasPlus
join:2004-06-16
Bedford, TX
 ·Millenicom
 ·ViaTalk
| said by sfla02si  :I am having the same problem and my phone adapter is on my DMZ. Now while trying to call there live support I get an automated voice telling me that phone support is not available at this time but there live support schedule shows they should have support at that time. In an old thread the "real support schedule" as figured out by forum users is posted.
I recall the support system was not really turned on until after the coffee was made and the donuts delivered each morning. Perhaps a forum member with a better memory than mine can provide more details. 
--
"The world is a book; those who do not travel read but a single page." -St. Augustine |
|
sfla02si
join:2006-10-15
West Palm Beach, FL | Thanks. I guess I'll keep trying. |
|
N9MD
Premium
join:2005-10-08
Wayne, NJ
·VOIPo
·ViaTalk
·PHONE POWER
·Callcentric
| reply to TexasPlus
said by TexasPlus :In an old thread the "real support schedule" as figured out by forum users is posted. »Re: VT Control Panel Down, AM 12/5/07? |
|
ZipLipZ
join:2008-02-04
Salt Lake City, UT | reply to Nate425
It is in the DMZ. It has always been there. I double checked it just in case, yup still there!
Still havn't heard back from them yet.. |
|
Nate425
Premium
join:2005-02-03
Charlottesville, VA
clubs: | Bummer...hopefully they get back to you soon then. You're not on Comcast by any chance, are you? Or it could very well be weird things going on with the whole migration/firmware update thing, I dunno. |
|
TheKrell
join:2003-12-07
Fairfax, VA
 ·Cox HSI
1 edit | reply to ZipLipZ
As of yesterday I've been getting no sound on outgoing calls. This is in addition to the "no 1st ring" problem I mentioned in another thread. So far, CS is no help. They close the ticket by asking for detailed equipment descriptions, which seems to me a pointless exercise since I haven't changed a thing in months.
Edit: sent the equipment info anyway. Hope they're on the job on Sunday! |
|
tcent3
join:2006-09-23
Syracuse, NY | reply to ZipLipZ
I come home from vacation to this, so I have no idea how long this has been going on. It has worked on my current settings for months, so its their problem.
PS Same issue, nothing happens when I dial a number. |
|
voipdabbler
join:2006-04-27
Kalispell, MT
| reply to ZipLipZ
If you have the admin password to log in to your ATA, go to the "SIP" tab and check the settings in the "NAT Support Parameters" to see what STUN server is being used--it's probably set to ViaTalk's (stun.vtnoc.net). It's been working fine for me, but you could try another public stun server. I use stun01.sipphone.com:3478 for my SIP phone that's connected to pbxes.com. Another thing I would try is taking your ATA out of the DMZ. Personally, I've never used a DMZ and I've got the Viatalk ATA and my SIP phone connected to my router. I don't like opening up ports, but I'm a security nut since I served as the chairperson of the my firm's technology committee for a decade and always had security concerns at the top of the list for any system decisions. |
|
jw08
join:2007-10-26
Tulsa, OK
·ViaTalk
·Future Nine Corpor..
1 edit | reply to TheKrell
said by TheKrell :They close the ticket by asking for detailed equipment descriptions yup - phase one ... phase two after you send them the equipment details - is to tell you to put the router into DMZ and they close ticket again .. phase three after you tell them that the router is already in DMZ is to tell you to call them so that they can troubleshoot ...
conclusion - putting in a ticket for problems like this is useless ... they have no clue what the issue is or how to fix it ....
if you don't call - in or if you reply back letting them know that you are already trying to troubleshoot which is why you opened a ticket .. the next email you get will be three or four days later after everything magically fixes itself .. saying that "we noticed that you appear to be making outgoing calls now - i will assume that this is now fixed" and then they close ticket ...
Been there done that - support is useless if you actually have some kind of intermittent problems.
My theory is that they can actually support (making up the actual numbers) 10,000 actual lines ... yet they have around 11,000 customers .. so every few days - they screw up 1000 lines ... a few days later they move onto the next 1000 lines and first 1000 come back online ... they continue to do this until they have been through all 11,000 - rinse .. repeat ...
My future-nine adapter is finally on its way ... my 12 months "paid" contract ran out a few days ago .. so hopefully i'll be able to kick them to touch here in the next couple of weeks ...
Then we can all finally be happy again.
This really is the worst VOIP provider I have ever had the misfortune to sign-up with over the past 5 years or so. If you want something that just works .. please go month to month until you are sure that it works (the 15 day trial won't cut it) Whatever you do - don't buy into a one or two year contract until you are sure that the service will work for you on your equipment with your provider ... I'm glad that for a lot of people it does - but for me - this is the only provider that I've ever had - where i have had to put in a LOT of hard work in order to keep a dial tone working .. every other provider i have ever had has just worked ...
 |
|
VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
| reply to sfla02si
said by sfla02si :Now while trying to call there live support I get an automated voice telling me that phone support is not available at this time but there live support schedule shows they should have support at that time. Hi,
I apologize for this happening to you. That obviously should not be whats going on, and I can assure you it won't be happening in the future.
-Brendan |
|
Yael
@bezeqint.net | reply to ZipLipZ
I am not able to make any outgoing calls either, unless its to a toll-free number. Incoming calls coming in just fine.
I got burned from SunRocket, and now this incident is starting to bring back bad memories... |
|
TheKrell
join:2003-12-07
Fairfax, VA
·Cox HSI
| reply to jw08
said by jw08 :yup - phase one ... phase two after you send them the equipment details - is to tell you to put the router into DMZ and they close ticket again .. phase three after you tell them that the router is already in DMZ is to tell you to call them so that they can troubleshoot... if you don't call - in or if you reply back letting them know that you are already trying to troubleshoot which is why you opened a ticket .. the next email you get will be three or four days later after everything magically fixes itself.  Too funny. Good humor has a lot of truth to it, unfortunately for us.
I think I short-circuited the process by telling them in phase two that I have a server in my DMZ and the PAP2 isn't going there even briefly. Probably I will now have to wait for days until service is magically restored.  |
|
voipdabbler
join:2006-04-27
Kalispell, MT
| Have you tried taking it out of the DMZ or changing the stun server, yet? If you don't have the administrator password for your ATA, I would suggest you submit another ticket for that info. ViaTalk will give it to you. It's invaluable to be able to go in and change the settings to get things working again. Good luck. |
|
RMKyote
join:2000-12-21
Beverly Hills, CA
 ·Qwest.net
·ViaTalk
| reply to VTBrendan
I get the "phone support is not available", when it should be, all the time and have submitted tickets in regard, have never heard a word, and I pay for what is now called "Business Class Support". AND still closed when they should be open.
P.S.
My ATA would not update the firmware manually and now it seems it was done from the back end. I don't know if this also means that I have been moved to the "new" system, I'm showing Houston-1b, but as of the FW upgrade I have been having a lot of one way sound issues. |
|
VTBrendan
Viatalk
Premium,VIP
join:2005-06-27
Clifton Park, NY
1 edit | Can you give me an example of a time this has happened to you? I'd like to look into it further, as I monitor this myself on a fairly regular basis.
-Brendan |
|
RMKyote
join:2000-12-21
Beverly Hills, CA
·Qwest.net
·ViaTalk
| It has been anywhere from half an hour to two and a half hours left that they should have been there and I got the closed message and having "paid support". Also I have noticed the "lines" being longer lately. I have submitted a couple of tickets asking where people are with no or obtuse replies. Also the way it's listed on the web page is confusing. At the top is says:
ViaTalk provides the most cost effective, complete broadband phone service package available to United States residential and business customers alike. The key to our competitive advantage is our unparalleled customer service, available 24 hours a day, 7 days a week. By providing you with the utmost level in customer service, ViaTalk ensures you a smooth, easy transition from traditional phone service to our next generation VoIP phone service. By providing you with this extra level of service, we ensure you that your home and business communications will go uninterrupted while you are going through the process of saving hundreds of dollars a year on phone service. This would imply that I can or should be able to call (99% of the time from my DSL Land Line since my VT line is in "distress") 24/7, as most serious service providers are available. I use my phone between 3 and 8 am. Stateside it might be night, where I have done press checks at 4 am, but elsewhere in the world it's day or even tomorrow. Also the light gray type may be "designer fashionable", but when conveying information the human mind glosses over faint colored lettering where comprehension and retention are diminished. This I know from my publishing days and I have read lately that it is a method, not saying you are use it this way, that is to present but deceive and or confuse the reader on faux or questionable sites where the whole page is darker and easy to read but the "agreement" or "disclaimer" is in lighter text or presented differently than the rest of the page. Anyway . . . it talks about that someone is available 24/7 without specifying how, until below there is a list of times like I have never seen a list before and without a location time zone for reference. And I would suggest that:
Tuesday: 12:00am - 3:00am & 8:00am - 11:59pm
just read:
Tuesday: 8:00am - 3:00am
because that is what it is . . . isn't it? Unless I'm missing something? You're closed for 5 hours and 1 minute? I don't understand the necessity for the complication.
Being the advertising business, getting my start with a Baby Bell, I read/look through your site, mostly out of necessity, and don't understand the reason for many things that are done on your site, the new CP is not as useful as the old one. But I wander here. The main thing is perception and something does not feel right to start with or at least puts up red flags for me. I also see that in some of the "corporate" replies here. |
|
