ViaTalk - Problems Since Day ONE!

VOIP_USER · Newbie Joined: Aug 17, 2007 Posts: 1

Man am I VERY sad that I choose ViaTalk as my replacement VOIP service provider after hearing that SunRocket had it's plug pulled.

I have had no reliable service on the temporary number since I signed up with ViaTalk. Before I got my adapter it would not work (or at least by the time it was setup). After I got my adapter it's not worked either. The other post here indicating problems ensuing after two months would be a dream to me. Since the day I plugged in my Phone Adapter it has not worked properly. Right now the issue started as:

1) The line goes DEAD the second I pick up after hearing a ring (If I hear a ring at all)
2) The other end goes DEAD after they hear the ring and pickup my call to them.
3) When you dial out OR receive a call - after a few seconds into the conversation you hear a busy signal in the back ground which gets louder and changes pattern a few times. You are unable to hear the other person.

So I finally get pissed off enough to purchase Priority Support.
What a sham it is that we are pushed into paying for this just because we may have to be on the line on hold for 3 hours - Up to 6 plus hours (you are number 32 - 77 that I've been told online waiting for support) and the way the system is setup Priority Support only means you are put in front of the QUE and may still be waiting as I've been number 1, 2, 3 or 4 at times and still have to wait from 8 tp 15 minutes to get someone on the line. Unfortuantely this does not mean you will get your problem(s) resolved. If you are a normal customer you maybe bumped back 1, 2, 3, 4, ... 15 plus times because a priority support customer called in.

Now I called in over a week to twoo week period trying to get support . I got in maybe once or twice if I'm lucky I may have been able to get through 3 times. Finally as I said I gave in and paid for Priority Support. I called in on one day 4-6 times trying to get my problem resolved. But for about 3-5 calls I was handled by a support Level 1 technician who had me do the basic steps of having one phone plug into the Linksys Phone Adapter. All of it did no good. It took till the last guy that I got something done and they figured it was a problem on their end possibly and that they had to bump it up to a Llevel 2 Support Technician. Well I know a few things now - they problems I reported are still a problem. And their call forwarding is still working though it's not activated by me and their tech supposedly reset the configuration to disable it. But still it's forwarding it.

What a mess and it looks like I'm in Limbo at this time will Level 2 Support looks into the issue and figures out what's wrong. I call the next day and was told I had to wait till they figure it out and that I was not to call back. This is a bogus setup and poor customer support when they have no idea when it would be looked into, it will be fixed or at least give a time frame when I am to call back to check or when they would call me back to verify that the situation was resolved. Nothing of these were offered or spoken about. There is no service concept being expressed by their level 1 support or anyone there. The last tech did do some things but still left me in limbo and with no service.

I do hope they get better - because they are blaming their poor support issues regarding call wait time and response to the ensued onslaught of Sunrocket customers.