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Status8
join:2005-10-21
Kent, WA
| reply to DMarcelo
Re: Verizon / VoiceWing Conundrum or Dry Looped again
DMarcelo,
Just on an inside note, The Verizon VoIP along with other providers is a purtly contingent serivce. VoIP by defenition is voice over Internet. Any service quality issues (no dial tone, poor sound, missed/dropped calls) asside from major outages would be a direct cause of either your home network or Connection provided by your ISP.
Most likely your experiancing low or loss of bandwidth aka intermitent packet loss. If you are experiancing these problems inconcitantly then do the following:
Disable all internet applications i.e. P2P, Kazaa, emule, edonkey, bittorrent, streaming media, etc.
Then from a computer on the same home network as your voicewing phone do the following.
Click on Start >> Run >> Type CMD >> press enter.
A black DOS prompt will appear
Type the following:
ping www.yahoo.com -t >> c:\ping.txt
Press Enter
You will see no info display on the screen. Leave this DOS box open until you experiance an instance where a call to your voicewing phone is directed to your backup number. You can then stop the DOS test by pressing Ctrl + C
You will find a file named "ping" on your C:\ drive.
This will show if you are experiancing packet loss with your internet connection. Packet loss (request timed out) = no internet connection. If you need help decoding it you can Attatch that file to an email and send it to me at: Daniel.Woeck@livebridge.com
You may also want to try running an spyware removal tool. I would suggest the MSN Virus Beta program or AdAware
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RockyBB
Premium
join:2005-01-31
Longmont, CO | reply to DMarcelo
Re: Verizon / VoiceWing Conundrum or Dry Looped a
you picked the wrong VOIP carrier, Dmarcelo. My consumer VOIP customers (using carriers Vonage and Nuvio) don't go through this... VOIP, as a generic product category, is not your demon here. | |
DMarcelo
Premium
join:2004-11-27
Bethesda, MD
| reply to DMarcelo
Re: Verizon / VoiceWing Conundrum or Dry Looped again
The saga continues...
Late Afternoon, August 3, 2005
I received a call from Verizon VoiceWing apologizing for the loss of my DSL service. Unfortunately, I wasn’t aware that I had even lost that service. But he did have good news. My DSL service is being restored via a private line. Oh really? I would now have a private data line to support my DSL broadband service in place of the prior voice/data facility. “So, how would you like this billed to your account”. “Excuse me”? I replied. “Actually, I don’t expect any differences in billing from my prior DSL service”, I responded. The reply was since I was no longer a Verizon customer; I’d probably end up with a different billing arrangement for the DSL broadband service.
You can well guess that I’ll be scrutinizing my next bill to ensure that I’m not paying a penny more for my private data line.
Afternoon, August 4, 2005
My patience waning, I again call Verizon VoiceWing, to get a status of my phone service.
Between Verizon and VoiceWing they had accomplished what Mother Nature could not. Throughout all the winter and summer storms that included thunder storms that felled trees, insurmountable rain that flooded my basement, ice storms that dropped electric lines, and unbearable heat that melted asphalt. Throughout all, the one constant, was my good ol’ dependable land-line service (My cell phone wasn’t as dependable).
I am nearing the point of VOIP cancellation and have decided to give them till the end of the day to salvage me as a customer.
Evening , August 4, 2005
We have a dial-tone!! Without going into the gory details of how it was accomplished, I continue to be amazed at the issues I’ve encountered with the training provided to the customer service personnel. Like robots, they always repeated the security mantra (even if it was the same person I spoke to hours before). Yet, they failed to know what to ask when it came to problem solving.
I finally got a tech person who methodically attempted to get an idea of what my network looked like. No one else even asked. They simply relied on sending signals to my adapter and request to re-power the components.
It turns out that my own “creative” network configuration had caused me two days worth of VOIP service down-time. I’ll elaborate later when I post my VoiceWing review, but it turns out the VOIP adapter is extremely unforgiving when it comes to the configuration of routers within your home network. It was perhaps silly of me to presume that if my DSL was working properly, then anything bridged to the same router should likewise be receiving the proper network messaging.
In any case, I was forced to remove any bridging and cable to VOIP adapter directly to the supplied 327W router provided by Verizon.
I’m going to give the service at least a week before posting a review. Hopefully, I won’t be the recipient of any billing surprises. Currently I’m on the fence on rating their customer service. Yes, they were nowhere as knowledgeable as they should be, even for new technology. On the positive side, they were always very courteous and patient with my tirades. I really did feel that they were trying their best to resolve my issues.
While writing this segment, I even got a follow-up call to ensure that all my communication services were working properly.
Try losing your phone service for a couple of days, and you really start appreciating that sweet sound of a dial-tone. Hmm, I wonder if I can change my cell-phone ring to a dial-tone?
Now the only question left is, who’s going to pay for all those extra cell-phone minutes of waiting music that I endured while waiting on VoiceWing’s customer service?
Morning, August 7, 2005
Well, it’s been 3 days of generally spotty service. It appears that when all the bodies in the universe are in alignment, the systems works like a charm. The most often issue is that I cannot receive inbound calls for a while. A few minutes later, after the sunspots settle down, service goes back to normal. No discernable rhyme or reason for the change.
I’ve also just discovered that VoiceWing customer service is not available on Sundays. This is not starting out as a positive user experience. | |
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