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DolanFan

join:2003-12-23

Easter Sunday and NO SERVICE!!

Wow... wife told me this morning that incoming calls were going to voicemail. Then at 6 PM I noticed all outgoing calls resulted in fast busy. So I have dial tone and no service.... I rebooted everything no good. I Opened a ticket. Never lost full service before and on Easter Sunday to boot....



Thornkin

@comcast.net

We're seeing the same thing here as well.



dmolavi
Premium
join:2005-04-11
Sewell, NJ
reply to DolanFan

All is ok here...south jersey on FiOS, VT provisioned ATA.


traber

join:2007-06-27
Portland, OR
reply to DolanFan

All my incoming calls going straight to voicemail. I'm in Portland, OR.

Anyone know which server is working?


traber

join:2007-06-27
Portland, OR
reply to DolanFan

reset pap2 and all good now...must have just been temporary glitch for me.


DolanFan

join:2003-12-23

Service came back after 9am on Monday.... Ticket still open with no explanation. Seems to be a multi-user outage based on feedback here and there was NO support available on Easter Sunday... I'll await the ticket response...



dmolavi
Premium
join:2005-04-11
Sewell, NJ

There was an email sent out about support not being open on Easter Sunday. I don't have it anymore, but I do recall seeing it.

Still doesn't excuse the outage, though.
--
NukedGallery.net
GalleryModules.com



unknvoip
RIP goose
Premium
join:2006-07-25
Rochester, NY
kudos:1
Reviews:
·ViaTalk

Here is the text of the Email, as is usual done on similar holidays:

said by ViaTalk Email :
ViaTalk: Phone Support Availability

Phone based support will be unavailable Sunday, April 8th, in observance of the Easter Holiday. Web-based support, network administration, and monitoring services will continue normally during this time.

- ViaTalk Team
Any problems may have been limited to certain server(s). Several calls at our home worked just fine.


VTTanya

join:2008-09-26
Clifton Park, NY
reply to DolanFan

I have seen some reported issues with call routing, limited to one of our servers, that occurred Sunday afternoon. Our engineers have since identified and resolved this issue. I sincerely apologize to any who were affected.

If you are still experiencing any issues related to your service, please submit a support ticket or contact phone support at this time. Thank you!



dmolavi
Premium
join:2005-04-11
Sewell, NJ

What about the issues here: »Cannot connect to any Viatalk customer , here: »okay viatalk , its been real. , and here: »No audio on Incoming calls (sometimes) ?
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GalleryModules.com


DolanFan

join:2003-12-23

1 recommendation

ViaTalk needs to come clean on this issue. Sorry VTTanya but your response does not cut it. With the number of users that were impacted someone should have be paged to fix the issues based on monitors that should have been in place to trap such an issue. My service came back on Monday with my ticket still hanging with no response. No phone service on Easter Sunday with no way to get it fixed on something impacting multiple users - are you kidding me??

Ok look in all fairness I love Viatalk. It is usually pretty reliable and has good audio quality. I do experience glitches 1 or 2 times a year which I assume are caused by other improvement changes in the infrastructure or in the end to end communication sometimes out of Viatalks control. Those issues are usually fixed in short order via a web ticket. The price point is fantastic - after discounts and adding fees with 2 year service for me it's about 15 bucks a month.

Now having said all of the above Viatalk, I remain a loyal customer BUT please don't insult my intelligence with lame excuses over my loss of service on Easter Sunday. Come clean and tell us what you will do next to to have better coverage for multiple user outages on days with limited staffing....



dmolavi
Premium
join:2005-04-11
Sewell, NJ

I'm with you on this...she did PM me stating to include a specific tag in the ticket subject line the next time something comes up that doesn't get resolved quickly, but it shouldn't have to come to that.

As with you, we have the occasional glitch here and there, but March was *very* bumpy, the worst I'd seen since the Sunrocket exodus. Things seem to have smoothed out in the past week, but I'm keeping a close eye on things.

If things continue to be flaky, and have to go month-to-month when my 2 years are up, it saves me no money to stick with VT vs going with VZ (and I'd get 25/25 on FiOS vs my 15/5 I have now).

The only other real gripe I have with VT (and I've stated it before) is the lack of an Android app. If they can get this going, and the reliability back to what it used to be, I will stick with them.
--
NukedGallery.net
GalleryModules.com


PX Eliezer7
Premium
join:2008-08-09
Hutt River
kudos:13
Reviews:
·callwithus
·voip.ms
reply to DolanFan

said by DolanFan:

The price point is fantastic - after discounts and adding fees with 2 year service for me it's about 15 bucks a month.

It's great that VT works well for you.

Regarding your specific comment on price, [VOIPo] offers 2 years of service for $ 165.00 including taxes, fees, and adapter, which comes to $ 6.88 a month.

I have no connection with them, and in fact I am a big supporter of a different company altogether.

Yet I feel it's important to note that the world has moved on.

[VOIPo] is chock full of features, was founded by a former ViaTalk exec, and after initial growing pains is now very reliable. They have US-based customer support.

ViaTalk was a pioneer and continues to be a good option. But it's always good for customers to be aware of the competitive marketplace, especially with such large price differences.


VTTanya

join:2008-09-26
Clifton Park, NY
reply to DolanFan

Unfortunately the issue that occurred did not trigger our standard monitoring systems. Once the engineers identified where the issue originated, we adjusted our monitoring systems to include additional data to avoid this in the future. We are also in the process of launching a new server that has increased storage and processing power. That is near completion and is slated to go into testing next week.