cbrain
join:2000-05-21
Silver Spring, MD
 ·VoicePulse for Bus..
 ·Verizon FIOS
 ·Comcast
·Future Nine Corpor..
·VoiceStick
| reply to schnauze
Re: [Packet8] New Features coming...WHEN???
said by schnauze  : ... and the most responsive on-shore customer service team in the industry. ... I recently had the opportunity to speak with one of Packet8’s enthusiastic new reps with “the most responsive on-shore customer service team in the industry.” I was calling to follow up on an ongoing problem with LNP. She was unable to help but inquired as to why I left P8 and if I might return. I said I would consider it under certain circumstances. She asked if the LNP problem was the reason I left. I explained LNP was not a problem until I left. My biggest gripe was the P8 conversation lag. She said “I can fix that! Are you on DSL or cable?” I told her fiber. She asked if that used a cable modem. I said, "no, Verizon FiOS is fiber to an ONT and Ethernet into the house." She told me fiber was the problem. “It is a known issue with Packet8.” I told her the internet backbone is fiber. She said “too bad because I could have fixed it on cable or DSL”. I thanked her for her help and said I would go to a McDonalds clerk for further assistance.
Packet8 must now offer a retention bonus to their reps. Good move. It has been over 3 months and they have not fixed my LNP problem. I remain hopeful. |
|
rizzo2dial
Premium
join:2004-08-05
| cbrain,
Is the LNP issue you're having w/ P8 the one where P8 callers calling your former P8 assigned (but LNP'd out) number don't reach you?
I thought you got that fixed a few months ago. 
Rizzo |
|
cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
| said by rizzo2dial :cbrain, Is the LNP issue you're having w/ P8 the one where P8 callers calling your former P8 assigned (but LNP'd out) number don't reach you? I thought you got that fixed a few months ago. Rizzo Yes it is and no it was not!
»LNP - Packet8 to SunRocket sucess
»[Packet8] Ported to SR and re-assigned the same number
It turns out Packet8 support and customer service do not use their own service. Most reps only have standard pots. Perhaps Packet8 knows something we don’t. Shortly after I reported the problem, I did a follow up call. I spoke with a less than with it rep who couldn’t understand my problem even after reading P8’s log. I then asked him to make a call from Packet8 to my problem number and it worked. I assumed the problem was resolved. I should have known better. About a week later I discovered it was not fixed and that only upper level techs have access to both pots and P8 lines. P8 declared the problem fixed 2 times but turned out to be in error. I take comfort in that this is now a known problem and I am not the only customer to enjoy Packet8 limbo.
I understand all providers have issues and outages. I had several early in my P8 experiment and many with SunRocket. It seems my SunRocket problems were caused by a marginal gizmo and my service is now excellent. I give SunRocket a B for effort and C for ability to resolve my issue. I now have 2 years experience with Packet8. I did get their service working well. I give Packet8 customer service and tech support an F for complete and total failure to resolve a single issue, for follow through and for customer communications. I do however give them an A for consistency. I also have a few new amusing support stories. |
|
rizzo2dial
Premium
join:2004-08-05
| I guess I'll find out in a few months , when my 1 yr contract is up, if numbers LNP'd into P8 suffer the same LNP LIMBO issue when LNP'ing out. I'm not content w/ P8's limited featureset and don't like that P8 doesn't officially offer G711U even though I (and many others here) have had it for months using "unofficial" 13.15unl firmware. P8's attitude is not customer-centric, so I see no reason to reward them by remaining a customer any longer than I have to.
If their attitude and featureset changes before my 1yr is up, maybe I'll stay.
Rizzo |
|
