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40 posts

Geek


Topic # 102514 16-May-2012 10:30 Send private message

Right im sick of trying to get any support out of 2talk, with the 3 years we have been using them generally the service is good, but the support is nowhere short of appauling.

The issue is we have a 0800 number we use as a Fax Number, after trying many efax providers and many issues with people sending us faxes and carrier issues we traced this back to 2talk and apparently inability to use a 2talk redirection for faxes,   the response I had from them was pretty blunt and unfriendly, along the lines of 'You cant do that, it just doesn't work, sorry'  

So from there I asked them to convert that 0800 number to be there own efax service (we had tried there efax service before and it stopped working, again I sent a support ticket to them and waited 8 days for a response, had no response, but the ticket was 'closed successful'  WTF???)

Anyways  they did actually convert the line to a FAX line, but with the conversion the existing forward came with it.. and guess what.. once a line is a fax line you cannot modify such things as 'call forward' so I have now been waiting since Friday last week with 3 follow ups and still nothing has been done.   Yes fax is old rubbish technology but unfortunately some of our customers still use it and its rather frustrating when we have potential customers trying to send us service agreements and they cannot get thru!!

As a last resort today I tried calling there support number.. no suprises it goes to a voicemail suggesting you 'send an email' or lodge a ticket..  now in the past I have sent them e-mails.. and guess what the reply is  "please lodge a support ticket'  which is again pretty appauling..  Rather than use the info which they could create you a ticket, they chuck it back at you to do it yourself, it just adds to the delay.

Anyways they better sort there sh!t out soon, because otherwise we will have to change providers I just cannot stand there sh!t any longer!

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227 posts

Master Geek


  Reply # 625945 16-May-2012 10:39 Send private message

I have also noticed that their service is good as long you do not have to use it. My fax service has been working fine(email to fax and vice versa). Lucky !

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Ultimate Geek
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  Reply # 625953 16-May-2012 10:53 Send private message

Complaining on here isn't going to help. If you aren't happy, change providers.




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Biddle Corp
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  Reply # 625984 16-May-2012 11:34 Send private message

Without spending half an hour explaining why you're going to run into a number of issues trying to do call forwarding of a fax number if it ingresses and then egresses a VoIP network at any time. In a perfect world it'd work fine, but we don't live in a perfect world.

The best option is to have the number terminating on the network that is doing the fax termination.


227 posts

Master Geek


  Reply # 626017 16-May-2012 12:00 Send private message

hads: Complaining on here isn't going to help. If you aren't happy, change providers.

Sometimes there is not much else you can do?

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  Reply # 626055 16-May-2012 12:41 Send private message

sbiddle:  In a perfect world it'd work fine, but we don't live in a perfect world.


+1

When we do SIP solutions for customers and if they have a fax we leave them with a stand alone POTS line that doesn't go anywhere near the PABX. Yes it is a costly way to do it but if you want reliable faxing it seems to be the best way. Faxing through SIP would be nice but is just to hit and miss to be reliable.

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  Reply # 626072 16-May-2012 13:04 Send private message

chevrolux: When we do SIP solutions for customers and if they have a fax we leave them with a stand alone POTS line that doesn't go anywhere near the PABX. Yes it is a costly way to do it but if you want reliable faxing it seems to be the best way. Faxing through SIP would be nice but is just to hit and miss to be reliable.

I found that Fax-to-email worked fine for incoming faxes, but for outgoing paper (as opposed to electronic) faxes, you couldn't beat a POTS line.  Sometimes outgoing faxes worked OK via SIP, but sometimes not.  There wasn't any rhyme or reason to it, whereas POTS worked pretty much every time.

Having a dedicated fax line which also carried ADSL seemed to work OK, and we did a lot of international faxing, which is even more demanding than faxing within NZ.





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  Reply # 626075 16-May-2012 13:09 Send private message

Whats the point of soap boxing here? If you aren't happy, just move providers. I find telecom good these days, with good support. I have heard Xnet are also good.
Regarding phone support, perhaps they would be better not to have a phone number and just an email ticket syste. I have found many companies (mainly online ones) these days have phone number listed, but it is never answered, instead they either have a call back service, or they will email you back, or require you enter a support ticket.

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  Reply # 626128 16-May-2012 13:39 Send private message

chevrolux:
sbiddle:  In a perfect world it'd work fine, but we don't live in a perfect world.


+1

When we do SIP solutions for customers and if they have a fax we leave them with a stand alone POTS line that doesn't go anywhere near the PABX. Yes it is a costly way to do it but if you want reliable faxing it seems to be the best way. Faxing through SIP would be nice but is just to hit and miss to be reliable.


I disagree entirely. Fax over T.38 works well and I deploy solutions that use this and work fine for 99% of fax machines. The only issues can be international calls, but that's even becoming an issue with the PSTN as well these days to to cheap international transit used by some carriers.

The problem with the OP is that they then decided to use a call forward to another network which opens up a whole new scenario entirely.





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  Reply # 626139 16-May-2012 13:45 Send private message

I've had zero service problems with 2Talk, but I have also found their support to be pretty poor, just asking for a simple elaboration on some of the poor wording on their setup page and I got a fairly snarky reply about it.

However, it works well for what I want and the price is ok.




1 post

Wannabe Geek


  Reply # 637143 7-Jun-2012 09:18 Send private message

2Talks support is getting better. I find that Ray and Jude now sit in the back round and get on with there stuff and JD Matt and Juiles are supporting the helpdesk. 

I have noticed that 2Talk now has a IVR and queue when you call the help desk.

2Talk + is the best service ever!! So much control and yet very simple to use and understand.

68 posts

Master Geek


  Reply # 637163 7-Jun-2012 09:42 Send private message

maoritoy: 2Talks support is getting better. I find that Ray and Jude now sit in the back round and get on with there stuff and JD Matt and Juiles are supporting the helpdesk. 

I have noticed that 2Talk now has a IVR and queue when you call the help desk.

2Talk + is the best service ever!! So much control and yet very simple to use and understand.


+1 I find 2 Talk great .

50 posts

Geek


  Reply # 637233 7-Jun-2012 11:28 Send private message

Call KiwiVoip.. they are a 2Talk reseller. I saw them last week and bought a GigaSet cordless VOIP phone (now have a Linksys SPA 2102 for sale) and they were great, they will help you out.

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Master Geek

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  Reply # 652215 7-Jul-2012 11:27 Send private message

I have been using 2talk for about a year after switching from WorldXChange (change was purely driven by price). 

Had had a few issues at the start (MWI and call quality) and found their support to be really good. Responsive, helpful and knowledgeable. Add their iPhone app (look-and-feel needs polishing but functionality is excellent) and am exceptionally pleased overall with them

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Ultimate Geek
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  Reply # 655979 15-Jul-2012 14:10 Send private message

It just pays to go through a 2talk agent, so if you have issues they can sort it out and should do it at a reasonable cost.
Most of my customers insist they need faxing still and I insist that they don't but the customer is always right lol :) so I leave one PSTN line for just that.




Now on Slingshot Better Network and it's better.

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  Reply # 656041 15-Jul-2012 16:55 Send private message

You get what you pay for, 2talk is a mass market solution that works well, but you pay bugger all so you get bugger all support. If you need the service for business, then use a business voip provider that will charge you a little more but you're likely to get better support.

Do be warned that majority of providers out there selling voip now just re-sell 2talk, so if you do change providers look carefully.




Barry Murphy
ISPMap - New Zealand ISP map
WebSMS: Keeping people intouch with Free TXT messaging to NZ.



Any comments made by myself don't reflect the views of my employer, they are mine and mine alone

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