Issues tonight...

**ptrowski** · 11-28-2011 05:39 PM

Anyone else having issues? Tried calling out on line one, dial tone but the call did not complete. No dial tone on line 2, looked at the ATA and it was dark. Rebooted the network and ATA, line 2 still dark. Anyone else?

**Russell** · 11-28-2011 06:08 PM

I'm having issues too. Wife called home, phone rang but we couldn't hear each other. Can't make outgoing at present.

**Russell** · 11-28-2011 06:10 PM

Well, I can make outgoing now.

**ptrowski** · 11-28-2011 06:15 PM

I only show having one line registered in the control panel as well.

**VOIPoTim** · 11-28-2011 08:06 PM

No issues on our end.

There could always be some kind of intermittent routing somewhere between us and particular ISPs as that is simply something that happens from time with using any VoIP service through the internet, but everything on our side looks perfect and support levels are low.

If you open a helpdesk ticket, our agents will be happy to help you troubleshoot your home network, router configuration and internet connection.

**ptrowski** · 11-28-2011 08:12 PM

Created one. Line 2 is still dark.

**VOIPoTim** · 11-28-2011 08:40 PM

Originally Posted by ptrowski

Created one. Line 2 is still dark.

If you're losing registration, it's got to be something between us network wise or on your end. Our registrations haven't been dropping at all.

I just pulled up one of our graphs and clipped out a segment for you to see. This segment shows the last 24 hours. Each line shows the number of registrations on a given server note (Teal is Central, Pink is East, Blue is West). Each gray marker between them is 5K registrations. You can see it's not been dropping in last 24 hours. When we have issues on our end, it'll be all over the place up and down as large numbers of people drop and come back.

I know this is just a little segment of it, but I think you can see that it's not fluctuating at all really. I know that doesn't change the fact that you might be having issues, but I'm just pointing out that it's not something we can easily fix on our end since everything looks perfect on our end and we're not seeing anything abnormal. We're happy to work with you though (or anyone experiencing issues) to try to isolate individual issues.

**ai2000** · 11-30-2011 07:03 PM

Timothy,

Can you explain why I have to open tickets to get my voipo line to call #'s almost weekly and the tech support answer is to "they will add the # to your routing table"? This is extremely frustrating and we have to use our cell phone to call those #'s until fixed.

Your company technology has some structural problems that have to be fixed.

**VOIPoTim** · 12-01-2011 07:27 PM

Originally Posted by ai2000

Timothy,

Can you explain why I have to open tickets to get my voipo line to call #'s almost weekly and the tech support answer is to "they will add the # to your routing table"? This is extremely frustrating and we have to use our cell phone to call those #'s until fixed.

Your company technology has some structural problems that have to be fixed.

Unfortunately I can't answer that for you because that's an isolated issue.

Statistically less than 1% of our customers have ever even contacted support so I think that shows that for 99% of customers the service works extremely well. If you're in the 1% that has issues though, I understand that it can be frustrating.

If you're having chronic issues that support is unable to resolve then there could be some underlying incompatibilities between your network and VOIPo and VOIPo may not be for you. If you have issues, please work with support and if your issues are chronic or ongoing then you may be best suited with another provider that may be more compatible with your network/setup/calling patterns.

**saruman** · 12-01-2011 08:32 PM

Originally Posted by ai2000

Timothy,

Can you explain why I have to open tickets to get my voipo line to call #'s almost weekly and the tech support answer is to "they will add the # to your routing table"? This is extremely frustrating and we have to use our cell phone to call those #'s until fixed.

Your company technology has some structural problems that have to be fixed.

Hey,
I have the same issue with calls to my wife's place of business ... any numbers we need to call there have had to be specially routed.
We have found that using the BYOD server and a soft phone enables us to get to these numbers while the routing takes place but this is not a viable long-term
solution. It may be relevent that the company my wife works at has their own internal PBX through which they connect but the numbers that you dial from outside
look like standard 10-digit numbers. This is a multinational, multisite company so I suspect (if we are both having the same problem) that there are others in the same
position.

I have to say that once I convinced support that this was not due to anything on our end, they responded very quickly to routing the numbers.
One thing that did surprise me was that they have to route individual numbers .. they cannot (apparently) do something like route 123-456-*

cheers
pete