Re: Service failure but Adapter's lights normal. Grrr.
Quote:
Originally Posted by
TFlap
That's crazy!
Just one of many examples. We deal with people doing similar things every day.
While in that example the complaints had no merit, we still have to respond and defend ourselves because unfortunately in today's "big bad business" society everyone is anti-business and pro-consumer even in situations where the consumer is wrong.
From complaints like that to showing up at our door slamming an ATA down to making threats like "I was on vacation and didn't use my phone while gone so give me a free month or I'll do a chargeback" we deal with it every day. I'm not sure if it's the stress of the economy in general or what but we've been seeing more and more people just going ballistic over minor things the last year or so.
The point is that doing something like outlined in this post that would generate false positives would create more situations like this where people would literally go ballistic and snap over simple things above and beyond the technical limitations of doing it. If they were opted out, we'd be the bad guy for taking them out and they'd want a refund for not fully delivering on something we advertised. If they were left in, they'd have false positives and complain about it.
It's more reasonable for us to monitor our own network because we understand the realities of monitoring and won't get upset over getting too many alerts, etc.
In anything we do, we have to find the right balance of providing functionality that people want while walking on eggshells around a % of our customer base with it. It's a balancing act and unfortunately there are some things like this that are harder to deal with than others.
That's why VOIPo moved to California....being 2 miles from the ocean has a calming effect that's needed. :)
Re: Service failure but Adapter's lights normal. Grrr.
> I'm not sure if it's the stress of the economy in general or what but we've been seeing
> more and more people just going ballistic over minor things the last year or so.
Ditto.
Re: Service failure but Adapter's lights normal. Grrr.
I started the thread; I'll make the final post and hope the moderator locks this.
VoIPo avoided a direct answer to a simple question on why they can't monitor overdue re-registrations on their servers, not the customers' equipment. The answer must be "it costs".
And let me also add: I've had VoIPo for enough time to say, other than the AWOL ATA, the service is quite reliable.
END OF THREAD
Re: Service failure but Adapter's lights normal. Grrr.
Quote:
Originally Posted by
stevech
I started the thread; I'll make the final post and hope the moderator locks this.
VoIPo avoided a direct answer to a simple question on why they can't monitor overdue re-registrations on their servers, not the customers' equipment. The answer must be "it costs".
And let me also add: I've had VoIPo for enough time to say, other than the AWOL ATA, the service is quite reliable.
END OF THREAD
Sorry you feel that we didn't answer your question. I feel that I've provided very detailed answers outlining our stance on this and explaining that it's not practical to do because of the registration action happens outside of our network and there would be too many false positives, etc as customers unplug equipment, move it around, etc. It would also require an astronomically complex system to handle it...there are lots of technicalities that would have to be accounted for to accurately monitor.
We're extremely open to feedback and have implemented a ton of stuff that people have suggested, but this is just one of those things that we don't feel we can in a practical way.
Everything is not as simple as it seems. I do understand that without knowing the specifics of everything required it can seem simple, but this is not something simple for us or any other provider to do by any means which is why no one does it.
I'll close the thread like you've requested at this time.
