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TSILiz
Premium
join:2012-08-20
kudos:6

[Issue] TekTalk - Outbound Calls

We are currently can only make outbound calls to a few numbers - NOC is investigating and we should have it resolved shortly.

Thanks for your patience!
Liz

darrylr

join:2003-02-10
Nepean, ON
Is it normal for Tektalk to not work for a period of time every few days? I was planning to sign up soon but some of these issues lately seem to make me leary.


TSI Pierre
Baby, Wanna see what 300Gigs looks like?
Premium
join:2011-09-23
Chatham, ON
said by darrylr:

Is it normal for Tektalk to not work for a period of time every few days? I was planning to sign up soon but some of these issues lately seem to make me leary.

No it's not normal. This was equipment failure unfortunately. It's all working fine now.
--
TSI Pierre - TekSavvy Solutions Inc.
Chief Operating Officer


TSILiz
Premium
join:2012-08-20
kudos:6
reply to TSILiz
Issue is now resolved, issue was with ISP Telecom, and they have fixed the issue.

This was not a normal occurrence. TekTalk is a great service for a very competitive price. If you do have any questions regarding signing up please feel free to either DM us in the direct forum or PM me!


Shikomu

join:2007-11-16
Ontario
Reviews:
·Start Communicat..
reply to TSILiz
I'm not slamming anything here but if you sign up be aware of the following.

I was told if I decide to signup I can use the Tektalk number instead of my POTS getting ported right away. After 1 week I decided the Service was good and stable and requested my POTS Number to be Transferred over.

Well after 1 hour on the phone I was told Teksavvy MUST enter a NEW Tektalk order even though I am already on tektalk and I must prepay the first month yet I just payed 1 week ago ? WTF ??? I said NO. So after lots of on hold they said OK. Still new order MUST go through so now in April I have my Pots scheduled to Port and then I have to call Cancel my current Tektalk get new Login in details for new Tektalk and change my ATA and hope to Hell it all works and make sure I'm not double Billed.

Too me this is a joke. I am a current Tektalk customer and Porting should be seemless to me, however its handled at Teksavvy should be behind the scenes and to even ask me to pay another month up front is a complete insult. I know others want to test the service if they ar ehappy they port later as too not cancel POTS if Tektalk does not satisfy their needs.

Transfer of POTS should be handled by Teksavvy, sure we can do that give me a date and thats it. Now if I dont cancel at the right time I will have 2 Tektalk accounts come on.

This needs to be looked at as a seemless procedure to the customer.

So far the service has been good except for "Unavailable Calls" which is currently being looked at by the Admins and should be working shortly.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
I am going to have a look into this here as this doesn't seem right.

Ill post back after doing some digging.

Sorry for the inconvenience.


Shikomu

join:2007-11-16
Ontario
Thanks Martin.


TSI Marty
Premium
join:2012-11-22
Chatham, ON
kudos:5
No problem, I will report back shortly.


Shikomu

join:2007-11-16
Ontario
Reviews:
·Start Communicat..
Just to reference a note in Teksavvy Direct I was told:

I did notice that you had placed another TekTalk order to port your POTS number with us. I'll place notes on there so that this new order doesn't interfere with your existing order. You may have been already advised that you would need to call in to cancel your existing TekTalk order, so just a reminder that still needs to happen and won't be done automatically. (Reference OID-xxxx when you call. This is the one to be canceled so there is no confusion).


TSI Andre
Got TekSavvy?
Premium,VIP
join:2008-06-03
Chatham, ON
kudos:24
reply to Shikomu
Hi Shikomu,

So here is the situation, I think we misinformed you on how this really should have happened to avoid this entire situation.

Since you were looking to test waters before porting your number over, what we should have offered you from the get go is to place an order to port your number but dated far enough out, allowing you to make a decision. When we place a port order, a Temporary DID is associated to your account which you can use while your number is being ported. This way, you could have tested it and cancelled the port if you didn't like it.

For some reason, and I believe it was due to our miss communication to you, we went down the route of providing you an order for a new number. The problem with this is that when it comes time to port your number, we need to create a new order (OID) to trigger the port mechanism. When this is done, it generates new charges.

I will make sure the associate is coached out to provide clear expectations on how this should of happened.

To keep things simple now that the wrong process was followed, once we cancel the "new number" you have with us that you are currently testing with, I will simply just credit the amount paid to your ported number account.

Let me know if that makes sense. Perhaps just PM me when your ported number is functional on TekTalk and I will make sure the above gets done.

Also, FYI, Rizwaan is working to ensure that the feature you requested on the "new number" is enabled shortly.

Cheers,

Andre
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog

johnboy105

join:2008-11-27
Kitchener, ON
kudos:1
Reviews:
·TekSavvy Cable
Thanks for explaining this Andre - I'm actually considering doing the same thing as Shikomu and was a little weary of what the process would be in a "testing it out first" situation.

One question though, with this idea that you've stated here (to put the date of the port itself "far enough out"), what would be the limit on this? Would we have the ability to set what ever we want, or is it going to be only a week or so? My thought is that anything up to 3 months should be accepted, in order to provide a really through test (I've had other VoIP services in the past and have been burned on it even after two months of working great).

Thanks.


TSI Andre
Got TekSavvy?
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join:2008-06-03
Chatham, ON
kudos:24
I believe its 1 month.

The reason for this is that the provider being ported from must receive proper notification and anything more than 1 month out can start affecting billing cycles.

Cheers,

Andre
--
TSI Andre
Director of Service Delivery

TekSavvy Website | TekSavvy Blog


TSI Andre
Got TekSavvy?
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reply to johnboy105
Also, ultimately, if you want to test longer you could do it like it happened to Shikomu however just align the port with the "new number" billing cycle so you wont end up paying for two services simultaneously.

Andre

johnboy105

join:2008-11-27
Kitchener, ON
kudos:1
Thanks Andre. Understandable with the notification aspect, but could that point potential change, if the old provider (in my case POTS) is yourselves?


TSI Andre
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It ultimately has the possibility of change but for POTS, we use Bell and ultimately they receive the port requests and notify us. I don't believe they accept more than 30 days out and they may just reject it for that reason.

johnboy105

join:2008-11-27
Kitchener, ON
kudos:1
Ah, ok. Good to know and thanks!


TSI Andre
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No problem


Shikomu

join:2007-11-16
Ontario
Reviews:
·Start Communicat..
reply to TSI Andre
Thanks for the explanation. So just to get this straight Ive been on tektalk since xxxx. Paid for 1 month. On April 2nd I get Ported and New Tektalk Service starts. I then pay for that 1 month ahead and Cancel Current Service and any money left over from that Service gets credited to new Service correct ?


TSI Andre
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Chatham, ON
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NP. Essentially, on April 3rd, once you confirm your port is working, I will cancel the first order that you don't need and credit you what you paid there


Shikomu

join:2007-11-16
Ontario
Thanks Andre. Now my other Ticket to setup "Unavailable call forward" this was requested for current Tektalk Number will I need to request again for new Ported Number on April 3rd ?


TSI Andre
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Chatham, ON
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Yes sir.