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neumannu47
Premium
join:2002-08-14
USA
 ·Vonage
2 edits | No Service
I hate to sound like I'm bad mouthing VOIPo because Tim has been great to deal with. However, my service has been down since last night. No one has responded to my ticket in more than 12 hours.
There are several numbers that I dial (when my service is working) that I never hear a ring back or the other side talking. The called party hears the ring and answers the phone.
I have the first ATA (Grandstream?) since I could not get the newer one to work behind the router. Now I see in another post that the company is supplying Linksys ATAs.
Update: I just found a way to log into my account. Everything looks fine until I get to the Service page. My account is listed as Terminated, even though the billing is not due until 10/15/09.
Apparently there is a glitch in their billing system. Hopefully someone is around this weekend to get the problem quickly resolved. | |
VOIPoTim
VOIPo.com
Premium,VIP
join:2006-06-06
Houston, TX
2 edits | Sorry to hear you're having issues.
Our support center is open from 9AM-7PM Mon-Fri, so if your ticket was submitted outside those hours, that would be why there's a delay.
In terms of your issue, it is very likely the ATA.
We recalled all Grandstream ATAs earlier in the year and only officially support Linksys PAP2 devices due to constant issues with the Grandstream devices failing, so if you're still using a Grandstream device we need to get that replaced and that is very likely the issue.
If you're able to use your account at all, it's not terminated so I really don't think that has anything to do with it. The billing system is a seperate system and doesn't suspend/cancel accounts. When that happens, two separate systems are updated (vPanel and Billing), so the odds of this being a billing related thing are almost 0.
If I had to bet, I would assume it is the Grandstream device. We've seen that happen thousands of times and that's why we ended up dropping Grandstream completely.
We also haven't been provisioning/updating Grandstreams for months since we no longer officially support them and had about 99% of them replaced with Linksys devices, so that could be the other issue.
Sorry that you're down. I can't even explain the damage Grandsream did to our business earlier this year with their unstable devices.
If you PM me your ticket number I'll see what I can do to get you situated. | |
neumannu47
Premium
join:2002-08-14
USA
·Vonage
3 edits | The problem was that the SIP server address had not been updated in my ATA. When I rebooted the ATA, it lost its connection and was not able to reestablish it with the wrong address. Your tech and I went through the configuration on chat, and now it is working. He's going to send a new ATA sent out this week, so hopefully that will solve the problem.
The pioneers take the arrows, and that's fine. All is well, and I'm a happy VOIPo customer. As usual, except for the delay, the customer service provided by VOIPo is excellent.
If I overreacted, it's because of my previous experiences with Vonage, Packet8, Teleblend, and, God forbid, SunRocket. | |
VOIPoTim
VOIPo.com
Premium,VIP
join:2006-06-06
Houston, TX
| said by neumannu47  :The problem was that the SIP server address had not been updated in my ATA. When I rebooted the ATA, it lost its connection and was not able to reestablish it with the wrong address. Your tech and I went through the configuration on chat, and now it is working. He's going to send a new ATA sent out this week, so hopefully that will solve the problem. The pioneers take the arrows, and that's fine. All is well, and I'm a happy VOIPo customer. As usual, except for the delay, the customer service provided by VOIPo is excellent. That makes sense then since it was a Grandstream device and we don't provision/update them anymore.
Glad to hear you're back up and running and have a Linksys device going out.
Have a great weekend! | |
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