synthcomp
@look.ca
| Ongoing VoIP issues still not resolved.
Hello,
First off let me say that I am not trying to get on anybody's bad side but I need to have my issue resolved.
Now on to the problem: my voip service has not been working for at least a week and a half. I've been on support the whole time up to "administrator". Now four days later - no response. It's a good thing that I don't depend on voip!
In the first few months I was quite happy with the service as it was working well and I had no complaints.
However last month some "hacker" jacked my account and made over 45$ worth of fraudulent calls to different numbers in Cuba, South-east asia, etc. My first course of action was to inform billing who dutifully gave me an extra month of service (even though 15$ is a lot less than 45$).
I digress, the second time round I was fed up of this nonsense and asked the support team to change my number (hated all the weird calls I was getting) and voip password. Instead I only had my password changed. Okay fine.
All seemed good for a day then my phone would stop working during the evening (till morning). Few messages back and forth with support and they informed me last week that my account has been suspended and they would get their administrator to have a look.
I should add that by "not working" I mean that any call I would make would go straight to Canaca sales!?!
That's where I am at now. No phone service and not any sort of update.
I fully realise that this is a 'budget' service and there are not throngs of people supporting the service. I am fine with that but I mean come on, this is unreal. Is my account suspended due to the number of international calls (over 50)? If so then just tell me. Do I have to wait 'till next month or something?
In case any one is suggesting that it's my equipment / set up that is at fault understand that it is a Cisco CCME system. I also tried my crap Grandstream GXP2000 also as a test. I work as a Avaya phone system admin as a profession and know Cisco voice quite well - working to get my CCNA/CCVP.
If anyone is interested in looking at my latest ticket# see HCD-65341.
Thank you for any sort of reply. |
|
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | I am checking the ticket.
Thank you for the information. |
|
synthcomp
@look.ca | Awesome, thank you. Anything is mush appreciated. |
|
synthcomp
@look.ca | reply to synthcomp
Awesome, thank you. |
|
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | The situation was unusual, but I agree, you should have the case resolved ASAP.
I escalated a new request and you will see the results soon
Thanks |
|
synthcomp
| Oops double post. Yeah thanks for the update! As I said for the price I am not expecting a 30 min SLA here. Just as long as it gets fixed before the summer ends  |
|
synthcomp
| reply to Acanac PN
Right well it was working fine yesterday, thanks for the 'push' to get it done.
However this morning the problem is back - the system is registered fine, but any call I make goes to sales!?! and nobody can call my number. I don't know what they did yesterday to resolve it but it has surfaced again.
As a test I disconnected the system and tried my Grandstream; registers fine, but does EXACTLY the same thing.
I updated the ticket requesting a new number (account) as there must be something awry here. |
|
synthcomp
@look.ca | Well the request for a new account was processed and has been working (touch wood) for at least two days now. I guess that someone was trying to brute force my password causing it to become locked.
Resolved I would say. |
|
Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Ok, good.
--
We Rock |
|
