Device not registered

[stevech]

Once AGAIN my incoming calls are rolling to my backup number. Outgoing calls normal.

I've complained in the past that this is not an acceptable service level. We need an email or SMS or something to tell us that there's a registration problem.

So I power-cycled the ATA (GS) to try to fix, now the LEDs blink as if the registration is refused.

I've about had it with VoIPo.

[VOIPoTim]

Once AGAIN my incoming calls are rolling to my backup number. Outgoing calls normal.

I've complained in the past that this is not an acceptable service level. We need an email or SMS or something to tell us that there's a registration problem.

So I power-cycled the ATA (GS) to try to fix, now the LEDs blink as if the registration is refused.

I've about had it with VoIPo.

We do not monitor customer devices or customer networks. We only monitor our own network.

If you have a Grandstream, it will alert you when you pick up the phone that it's not registered by playing "Not Registered" instead of the dialtone.

If you are experiencing this frequently, try working with support to make sure your router settings are configured correctly with port forwarding. When the devices fail to connect periodically, it's almost always resolved by tweaking some settings in the route like enabling port forwarding.

[stevech]

We do not monitor customer devices or customer networks. We only monitor our own network.

If you have a Grandstream, it will alert you when you pick up the phone that it's not registered by playing "Not Registered" instead of the dialtone.

Not so. When making outgoing calls, all is normal sounding.

If you are experiencing this frequently, try working with support to make sure your router settings are configured correctly with port forwarding. When the devices fail to connect periodically, it's almost always resolved by tweaking some settings in the route like enabling port forwarding.

Have done so. The VoIPo policy/position seems to be "it's your problem, not ours". Unacceptable.

[VOIPoTim]

Not so. When making outgoing calls, all is normal sounding.
Have done so. The VoIPo policy/position seems to be "it's your problem, not ours". Unacceptable.

If you'd like I'm happy to have a Tier II agent contact you to verify all of your router settings if you'd like.

Beyond that, there's not much else we can do since this involves something outside out of our network.

[stevech]

If you'd like I'm happy to have a Tier II agent contact you to verify all of your router settings if you'd like.

Beyond that, there's not much else we can do since this involves something outside out of our network.

This is not true.

There are tickets on file. Exactly the same as last time tickets were filed when the same symptoms occurred. The VoIPo tech on the last occasion had no diagnosis other than: try forwarding virtually all ports, up to 65535 (the max). Then some other suggested individual ports, because some ports are needed by other devices/apps on computers in this LAN, i.e., it is not practical to forward most all ports to the ATA. So with the suggested discrete port numbers forwarded, this problem reoccurs.

There are TWO PROBLEMS HERE
1. VoIPo does not make any attempt to warn customers that there is some sort of server/registration renewal error in VOIPO's SERVERS such that outgoing calls are normal but incoming calls roll to the backup number. VOIPO's SERVERS KNOW there's a problem because THEY elected to initiate the incoming forwarding. But VoIPo elects to not warn the customer. Nor does the ATA detect a flaw and warn the customer. Let's make this clear: VoIPo's servers NOT ME, elected to invoke forwarding of of incoming calls to the backup/fail-over. That should tell support that something's wrong. The ATA is not reporting a registration error. Outgoing calls normal.

2. The root cause is not known to VoIPo support; they guess and power cycle and so on until it starts working. Then after some expiration time (perhaps 2-4 weeks) the VoIPo servers elect to forward incoming calls as in (1). Or maybe the reoccurring problem is related to the other customers' reports in this thread, triggered by some reboot/restart at VoIPo.

Fix it.

[burris]

I hope I'm not intruding, but just what do you expect them to do for you?

If all were as bleak as you indicate, they would be inundated with complaints and tickets and the service wouldn't be working at all. I don't see this being the case.

I can't see how they could provide the personalized service you are requesting for any price, much less at the price we are paying. I've been with them since the beta days and for me it's the first VOIP service that has worked...and worked well.

I had your frustration with all the previous providers I had and no matter what I tried, nothing worked, so I moved on. Maybe that will be the answer for you in your case as well.

[stevech]

What do I expect them to do? Here's the answer:

Inform the customer by email or SMS or some means that THE VOIPO SERVERS HAVE ELECTED TO INVOKE FAIL-OVER FOR MY INCOMING CALLS. MY OUTGOING CALLS ARE NORMAL; NO ATA NOTICE VISUALLY OR AUDIBLY THAT VOIPO IS HAVING TROUBLE ON THEIR END.

Because the ATA does not tell me it is having problems, I cannot know.

[VOIPoTim]

What do I expect them to do? Here's the answer:

Inform the customer by email or SMS or some means that THE VOIPO SERVERS HAVE ELECTED TO INVOKE FAIL-OVER FOR MY INCOMING CALLS. MY OUTGOING CALLS ARE NORMAL; NO ATA NOTICE VISUALLY OR AUDIBLY THAT VOIPO IS HAVING TROUBLE ON THEIR END.

Because the ATA does not tell me it is having problems, I cannot know.

Unfortunately we do not offer monitoring of customer equipment or customer networks. We only monitor our own network.

You've made your request in many many posts here and our response remains unchanged.

I'm not aware of any VoIP provider that offers this. It's just not feasible for residential providers to do so.

This is not true.

There are tickets on file. Exactly the same as last time tickets were filed when the same symptoms occurred. The VoIPo tech on the last occasion had no diagnosis other than: try forwarding virtually all ports, up to 65535 (the max). Then some other suggested individual ports, because some ports are needed by other devices/apps on computers in this LAN, i.e., it is not practical to forward most all ports to the ATA. So with the suggested discrete port numbers forwarded, this problem reoccurs.

There are TWO PROBLEMS HERE
1. VoIPo does not make any attempt to warn customers that there is some sort of server/registration renewal error in VOIPO's SERVERS such that outgoing calls are normal but incoming calls roll to the backup number. VOIPO's SERVERS KNOW there's a problem because THEY elected to initiate the incoming forwarding. But VoIPo elects to not warn the customer. Nor does the ATA detect a flaw and warn the customer. Let's make this clear: VoIPo's servers NOT ME, elected to invoke forwarding of of incoming calls to the backup/fail-over. That should tell support that something's wrong. The ATA is not reporting a registration error. Outgoing calls normal.

2. The root cause is not known to VoIPo support; they guess and power cycle and so on until it starts working. Then after some expiration time (perhaps 2-4 weeks) the VoIPo servers elect to forward incoming calls as in (1). Or maybe the reoccurring problem is related to the other customers' reports in this thread, triggered by some reboot/restart at VoIPo.

Fix it.

At this time, it sounds like the best option for you is to find an alternative service provider.

VoIP is dependent upon a lot of variables and what works well for some customers may not for another based on their router, ISP and home network configuration.

All providers have different networks. It's very possible another provider might better suit your needs because your network configuration, router and ISP combination may work better with their setup. What works well for one customer on one provider may not work well for another.

Less than 1% of our customers have ever contacted support so the service works well for the vast majority. If you're in the 1% that has problems though, you'll likely to continue to have issues and there's no need to be unhappy.

We always hate to lose a customer, but ultimately you seem to be having a lot of problems. If you've already worked with our support team and continue to have chronic issues like you describe, you'll likely to continue to have those issues which is not a good situation for anyone.

We hope that you can find a provider that meets your needs. Once you've made arrangements to transfer your number, e-mail tim @ voipo.com letting me know and I'll make sure that you get a full prorated refund.

[stevech]

Unfortunately we do not offer monitoring of customer equipment or customer networks. We only monitor our own network.

Please consider:
The ATA is YOUR equipment.
Your server/network equipment elects to invoke fail-over for incoming calls due to some problem with your ATA communicating with your servers. My gripe is that I cannot know the fail-over was invoked because VoIPo does not inform the customer by email or SMS or a robo-call that this has happened. But moreover, VoIPo is imprudently declining responsibility.

Of course I am responsible for the router to be configured to accomodate. But tech support's only cure so far has been to temporarily move the ATA to the WAN side then back again. There needs to be a competent diagnosis of what is actually causing this, so the cure can be developed. The ATA, as I understand, is supposed to notify audibly and/or by flashing LEDs that there is a registration/re-registration fault. It does not do so. But something causes VoIPo's servers to invoke the fail-over for incoming whilst the outgoing calls still work normally. I only ask that someone actually troubleshoot this.

[VOIPoTim]

Please consider:
The ATA is YOUR equipment.
Your server/network equipment elects to invoke fail-over for incoming calls due to some problem with your ATA communicating with your servers. My gripe is that I cannot know the fail-over was invoked because VoIPo does not inform the customer by email or SMS or a robo-call that this has happened. But moreover, VoIPo is imprudently declining responsibility.

While we do own the adapter, it's in your possession and connected to your network. We do not monitor customer equipment or intend to monitor customer equipment. Residential VoIP providers do not monitor anything beyond their own networks. Again, this has been debated over and over in multiple threads and we're not going to continue debating it. We do not monitor customer equipment, customer networks or anything in the customer's possession. We only monitor our network.

Failover has nothing to do with whether a device is registered or not. It kicks in when our packets can't get through to the adapter. If it's not registered, obviously that would be the case and it would kick in. If your device is not saying it lost its registration when you pick up the handset then it's likely still registered but your router is not letting the traffic through which is why this is happening. Many routers have this issue periodically and a reboot resets the NAT table and allows things through again.

Bottom line...ou seem to be having an extraordinary amount of problems and have stated that you've already worked with support and they were unable to resolve your issues. If support has worked with you multiple times and you still have issues, you will continue to have those issues.

VoIP is highly dependent upon a customer's network setup, ISP and router and not all combinations work well with all providers..

There is no need to continue to experience problems. We recommend finding an alternative service provider at this time since you appear to be in the 1% of our customer base that has chronic issues.

We also do not offer monitoring of customer devices and based on the fact that you've posted it many many many times, it seems like that is a deal-breaker for you and our service does not offer a feature that sounds like a deal breaker for you.

While we hate to lose a customer, we don't want you to experience chronic service issues and use a service that does not provide the features that are important to you. Another provider may be able to better accommodate you.