2talk customer service non existent

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Esterpester

21 posts

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#68936 30-Sep-2010 07:17

Hey all,

There is much hype about 2talk on here and other places, but sadly my experience has been less than positive.

I have several voip accounts for different parts of the world and 2talk is my NZ provider. I pretty much know what I am doing setting up ATA's etc. I started using 2talk 9 months ago and thought the service and user interface was excellent.

About a month ago I stopped receiving calls. I sent a help request via the online ticketing system and was told I had set my ATA up incorrectly. I hadn't, ti worked fine up until that point. Never the less, I reset it to default and set it up carefully. It worked for 1 day. Same ticket, told them what had happened, they again blamed it on me.

I checked the settings and had a friend who is a voip guru check, he said all is fine, i is at their (2talk) end.

26 days later, the support ticket is still open, they ignore my requests completely,wont return phone calls, wont reply to emails and flatly refuse to help whilst still taking money from me.

I have told them I will report this on every forum I can find ( after 37 attempts to g get help) and they still ignore me.

Needless to say, I am taking my business elsewhere and will report this sorry state where ever I can. This is probably the worst service I have ever had and it makes telecom look positively state of the art.

Just thought I'd share this with you.

rscole86

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#386163 30-Sep-2010 08:15

Just to make sure, have you taken your ATA to another location and tested if from there? Tried it with another ISP also?
Does the softphone work from your location?
Have you tried another ATA?
Tried one of your other VOIP accounts on the same ATA?

I am not saying I dont trust your 'guru' or that 2talk are not to blame, but before you start blaming people, its best to make sure you have checked all possibilities.

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old3eyes

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#386167 30-Sep-2010 08:29

I've noticed over the past 6 months that 2talk's domestic support is non existent..

Regards,

Old3eyes

philelvey

104 posts

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#386299 30-Sep-2010 12:55

Hi Esterpester,

Sorry to hear you're having so much trouble. I have quite a bit of experience in dealing with 2talk, and would be happy to try and help. I can't promise a solution, but I can try. I will be quite busy after 2pm today, so tomorrow would be better. Anytime should be ok (during working hours) - 0800 89 51 61

Cheers
Phil

Esterpester

21 posts

Geek

#386563 1-Oct-2010 03:08

rscole86: Just to make sure, have you taken your ATA to another location and tested if from there? Tried it with another ISP also?
Does the softphone work from your location?
Have you tried another ATA?
Tried one of your other VOIP accounts on the same ATA?

I am not saying I dont trust your 'guru' or that 2talk are not to blame, but before you start blaming people, its best to make sure you have checked all possibilities.

Hi, I have tried all of the above and, like I said, had a friend who is a voip expert double chec.

The issue here is not the problem, it is the treatment I am getting from 2talk.

The problem is technical, it cna be sorted out. Attitude is harder.

webwat

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#387000 2-Oct-2010 02:01

2talk are taking money off you for a prepaid service? I'm sure your credit will still be there waiting for you to get the service going again, but I guess it disappears when you port the phone number to another provider.

The other ATA you tested sounds like also didn't work with the correct setup, so maybe you can setup for another phone number and prove that its only your original number thats blocked.

Time to find a new industry!

Esterpester

21 posts

Geek

#387021 2-Oct-2010 08:21

Thanks for the advice guys. I think at the end of the day, if 2talk don't want to help then they lose me as a customer.

This post was about their support, not so much the tech problem. There are good people on here who can help with that, but if 2talk are unwilling and carry on simply ignoring me, then they lost $35 a month forever.

Perhaps they don't want or need it.

Can anyone recommend a solid, reliable and helpful service ?

I only need one number, minimal dialing out, voicemail etc. Most important is quality customer care is something goes wrong. I really get pee'd off at being ignored.

All the best

hairy1

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#387058 2-Oct-2010 10:06

Hi Esterpester,

I think you will find that the recurring theme throughout the forums around 2talk are great platform, crap support. If customers are able to self provision and sort issues out themselves then 2talk is a great option.

I have been with 2talk for a while now and have had no problems with the platform at all. Having said that I haven't had to contact them and have sorted any hardware problems out myself.

I know this has been said above but as you seem to be the only one with 2talk issues I reiterate that you carefully check your ATA, router, internet connection and settings.

I would also eliminate all of the above by trying a different ATA, different router, different internet connection and use the softphone. If a bunch of people had stopped losing inbound calls a month ago then the platform would be in question.

I would be hesitant recommending another provider (VFX is the obvious one) without eliminating the problems that you are currently having. Eg: if your router is dodgy then a change of provider is not going to achieve anything.

What hardware are you using? Can you list your router and ATA?

Cheers!

Matt.

My views (except when I am looking out their windows) are not those of my employer.

Esterpester

21 posts

Geek

#388409 5-Oct-2010 19:10

Hi MAtt,

Thanks for the advice. I am using a Linksys PAPT2 with Sipura software.

It was all working fine with 2 lines provisioned across the 2 ports, both by 2talk on one plan. 32 days ago, which is when I opened the current support ticket, the numbers started switching from one port to the other.

I only discovered it by chance because I could dial out on both lines, but only use 1 for incoming. From that day onward I have to switch the telephone jack daily to match the provisioning. However, the settingss in my ATA remains constant.

I tried it at a friends house, same thing. I have tried 2 other ATA's, same thing.

A friend of mine who works for the Police in their comms dept looked at it and said the problem is at 2talks end with the way they have set it up. He chekced and double checked my ATA and confirmed it was correct.

2talk as still saying simple things like, "try a different telephone" I have tried 5 phones. Same ting.

Anyway, I have had enough of it now, I am moving to another provider.

I do very much appreciate everyones help on this and sorry to waste your time now I have decided to move.

Shame 2talk cant give quality service, it really is.

Hugs to all
Ester

sbiddle

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#388424 5-Oct-2010 19:53

Esterpester: Hi MAtt,

Thanks for the advice. I am using a Linksys PAPT2 with Sipura software.

It was all working fine with 2 lines provisioned across the 2 ports, both by 2talk on one plan. 32 days ago, which is when I opened the current support ticket, the numbers started switching from one port to the other.

I only discovered it by chance because I could dial out on both lines, but only use 1 for incoming. From that day onward I have to switch the telephone jack daily to match the provisioning. However, the settingss in my ATA remains constant.

I tried it at a friends house, same thing. I have tried 2 other ATA's, same thing.

A friend of mine who works for the Police in their comms dept looked at it and said the problem is at 2talks end with the way they have set it up. He chekced and double checked my ATA and confirmed it was correct.

2talk as still saying simple things like, "try a different telephone" I have tried 5 phones. Same ting.

Anyway, I have had enough of it now, I am moving to another provider.

I do very much appreciate everyones help on this and sorry to waste your time now I have decided to move.

Shame 2talk cant give quality service, it really is.

Hugs to all
Ester

2talk don't do any provisioning as such - you are solely responsible for configuring your own device, they don't store autoprovisoning settings allowing your device to be automatically configured.

I'd take a stab and say your problem is probably in your configuration and that you have incorrectly used port 5060 for both lines where you need to be using different SIP ports for both lines such as 5060 and 5061. Because unitiated inbound SIP traffic is allowed by default on a SPA2102 configuration your calls will come in on whatever port has the active SIP registration.

At the end of the day 2talk's lack of autoprovisoning is a key factor that stops me recommending them to non tech savvy people. 99% of people have no idea how to configure an ATA correctly.

hads

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#388444 5-Oct-2010 20:14

Sounds like you've polished your crystal ball up pretty well there sbiddle.

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Esterpester

21 posts

Geek

#388594 6-Oct-2010 07:53

sbiddle:
Esterpester: Hi MAtt,

Thanks for the advice. I am using a Linksys PAPT2 with Sipura software.

It was all working fine with 2 lines provisioned across the 2 ports, both by 2talk on one plan. 32 days ago, which is when I opened the current support ticket, the numbers started switching from one port to the other.

I only discovered it by chance because I could dial out on both lines, but only use 1 for incoming. From that day onward I have to switch the telephone jack daily to match the provisioning. However, the settingss in my ATA remains constant.

I tried it at a friends house, same thing. I have tried 2 other ATA's, same thing.

A friend of mine who works for the Police in their comms dept looked at it and said the problem is at 2talks end with the way they have set it up. He chekced and double checked my ATA and confirmed it was correct.

2talk as still saying simple things like, "try a different telephone" I have tried 5 phones. Same ting.

Anyway, I have had enough of it now, I am moving to another provider.

I do very much appreciate everyones help on this and sorry to waste your time now I have decided to move.

Shame 2talk cant give quality service, it really is.

Hugs to all
Ester

2talk don't do any provisioning as such - you are solely responsible for configuring your own device, they don't store autoprovisoning settings allowing your device to be automatically configured.

I'd take a stab and say your problem is probably in your configuration and that you have incorrectly used port 5060 for both lines where you need to be using different SIP ports for both lines such as 5060 and 5061. Because unitiated inbound SIP traffic is allowed by default on a SPA2102 configuration your calls will come in on whatever port has the active SIP registration.

At the end of the day 2talk's lack of autoprovisoning is a key factor that stops me recommending them to non tech savvy people. 99% of people have no idea how to configure an ATA correctly.

Hi,

Again, thanks for the input. I may have explained this incorrectly as I am not an expert. However, I have had an expert look, but with this new info I will check again.

Once again, the help from you people is great, but the point is, don't you think 2talk should be doing this and not you ? They wont even return calls, or emails. Here, I am being inundated with credible help.

I will keep you posted on this.

Thanks

Ester

Noig

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#388602 6-Oct-2010 08:19

At the end of the day 2talk's lack of autoprovisoning is a key factor that stops me recommending them to non tech savvy people. 99% of people have no idea how to configure an ATA correctly.

Well not all 99% are techo's and 2talk gives a basic info for configuring. Over and above that, me and others rely on places like this forum to get the optimal configurations.
And even experts have different opinions what works best?
My thumbs up for all help and support available here.

hairy1

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#388605 6-Oct-2010 08:24

Probably part of the reason 2talk keep their prices down is the lack of support.

I really get the impression it is a guy working out of his garage (sorry 2talk if that is not the case!).

I have always found the platform stable and perhaps the fact that it is not too big contributes to that.

Cheers, Matt

My views (except when I am looking out their windows) are not those of my employer.

sbiddle

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#388688 6-Oct-2010 11:12

hairy1: Probably part of the reason 2talk keep their prices down is the lack of support.

I really get the impression it is a guy working out of his garage (sorry 2talk if that is not the case!).

I have always found the platform stable and perhaps the fact that it is not too big contributes to that.

Cheers, Matt

2talk is actually a very big platform - there are quite a number of 3rd party providers providing their own branded VoIP products using the 2talk backend.