Unacceptable Service Levels with 2Talk

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#518052 7-Sep-2011 12:01

DonGould:
jjnz1: How many times have you or others moaned because someone hasn't done something right the first time so you have to spend time fixing it, when you could of been doing something more productive.

What could be more productive in this space than asking questions, challenging responses and attempting to grow understanding?

Sorry mate I think we are on different paths. not to worry though as I am an excellent navigator!

networkn:Interesting that the time of these postings seems off.

+1 Sorry my fault.

networkn

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#518062 7-Sep-2011 12:15

Hi There!

Ok well FINALLY we are getting somewhere. I called and got transferred to Julian (Who I have dealt with before), they have been recently experiencing high call and ticket volumes, and are in the process of hiring and training an additional person to cope. He apologized and said they recognize they aren't offering an acceptable level of service. Information he provided was:

1) They are working on their documentation being clearer and more beginner friendly
2) Auto provisioning is coming VERY soon.
3) The delays and call drops may be because SIP ALG is ON, and has advised to turn it off and change the registration port to 50600 from 5060
4) One number had not been provisioned, which was my fault due to a lack of understanding (My fault and his assumption) that it's done per LINE/Number not per account. Enabled on my home number it's working properly now.
5) He has fixed the problem with requiring an 09 to dial local numbers
6) He has asked for more information regarding the problem where we have an extra 0 in our caller ID Numbers.

I feel a little less stressed at this point, though not a great deal less aggravated. Hopefully in the coming few weeks things should dramatically change.

DonGould

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#518063 7-Sep-2011 12:17

http://marshallfreeman.com/

+64000
00

Almost fell of my chair, you guys in on it? Just got a call from that number, the caller claiming to be from Marshall Freeman debt collectors. She did have a New Zealand accent and did see the humor in the plite of the caller id.

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DonGould

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#518064 7-Sep-2011 12:21

networkn: Julian (Who I have dealt with before)

Nice, he's great.

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sbiddle

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#518075 7-Sep-2011 12:36

networkn: 6) He has asked for more information regarding the problem where we have an extra 0 in our caller ID Numbers.

This is more than likely your phone, since it's a requirement in the Telepermit specs for a phone to insert an extra 0 since 0 isn't part of the CID in the PSTN or ISDN world, it's merely an access code. Many phones have the option to disable or enable this.

DonGould

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#518077 7-Sep-2011 12:37

Ok

Resellers - 2Talk "view this information as commercially sensitive", which seems fair enough to me. You can ask the support desk for a suggestion however. If you're having trouble getting a response then feel free to pm me and I'll follow it up as I seem to be able to get my emails answered in less than an hour.

Credit Refund - "Generally we don't refund unused credit balances - this is clearly outlined in our terms and conditions. " As this is a low cost, prepaid service, that also seems fair to me.

I do not understand why anyone would have their account in credit more than $10 anyway. I don't.

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networkn

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#518080 7-Sep-2011 12:45

sbiddle:
networkn: 6) He has asked for more information regarding the problem where we have an extra 0 in our caller ID Numbers.

This is more than likely your phone, since it's a requirement in the Telepermit specs for a phone to insert an extra 0 since 0 isn't part of the CID in the PSTN or ISDN world, it's merely an access code. Many phones have the option to disable or enable this.

Do you have any knowledge of what the setting is called or how I can switch it off? It's a Uniden Dect Phone.

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cisconz

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#518085 7-Sep-2011 12:53

networkn:
sbiddle:
networkn: 6) He has asked for more information regarding the problem where we have an extra 0 in our caller ID Numbers.

This is more than likely your phone, since it's a requirement in the Telepermit specs for a phone to insert an extra 0 since 0 isn't part of the CID in the PSTN or ISDN world, it's merely an access code. Many phones have the option to disable or enable this.

Do you have any knowledge of what the setting is called or how I can switch it off? It's a Uniden Dect Phone.

"Insert 0" in the global settings menu

Hmmmm

networkn

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#518094 7-Sep-2011 13:19

cisconz:
networkn:
sbiddle:
networkn: 6) He has asked for more information regarding the problem where we have an extra 0 in our caller ID Numbers.

This is more than likely your phone, since it's a requirement in the Telepermit specs for a phone to insert an extra 0 since 0 isn't part of the CID in the PSTN or ISDN world, it's merely an access code. Many phones have the option to disable or enable this.

Do you have any knowledge of what the setting is called or how I can switch it off? It's a Uniden Dect Phone.

"Insert 0" in the global settings menu

Thank you!

techmeister

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#518308 7-Sep-2011 22:12

3) The delays and call drops may be because SIP ALG is ON, and has advised to turn it off and change the registration port to 50600 from 5060
.

Also on the ATA make sure you have the Jitter buffer level on low or off completely, this will help with lag a lot, the setting is in each line 1 and line 2 tabs.

jnimmo

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#519089 9-Sep-2011 17:42

I've got 2 businesses making all calls through 2talk, both on Business Go + Mobile Flex 1000 minutes ($172 total). Incredibly good deal and the only real issues we have experienced were on our end.
Got a few analog lines that we can use if things go wrong though.
I use 2talk at home as well and works great. Good to see the new 2talk+ service which apparently offers better network resilience on their end should they have a meltdown.

DonGould

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#519092 9-Sep-2011 17:59

techmeister: Also on the ATA make sure you have the Jitter buffer level on low or off completely, this will help with lag a lot, the setting is in each line 1 and line 2 tabs.

Interesting. I'm sure the help said to have that high (unless you're trying to use a fax)...

You're saying turn it low always.

Another reseller I know also turns the STUN server settings off and says that works better as well.

I got an email from a cisco follower this afternoon who also said the ATA's should work behind double nat, so I'm going to follow up to see what he's doing differently as well.

D

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DonGould

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#519093 9-Sep-2011 18:01

jnimmo: I use 2talk at home as well and works great.

Totally.... I fought the good fight with it! Getting acceptance at home was my biggest problem at first, but now I've got friends all interested after they've just seen how good it is.

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sbiddle

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#519095 9-Sep-2011 18:08

DonGould:
techmeister: Also on the ATA make sure you have the Jitter buffer level on low or off completely, this will help with lag a lot, the setting is in each line 1 and line 2 tabs.

Interesting. I'm sure the help said to have that high (unless you're trying to use a fax)...

You're saying turn it low always.

Another reseller I know also turns the STUN server settings off and says that works better as well.

I got an email from a cisco follower this afternoon who also said the ATA's should work behind double nat, so I'm going to follow up to see what he's doing differently as well.

D

As I said in your thread on the double NAT, an ATA will work behind double NAT but it's a secario that you should simply never be in. You just need to ensure you're inserting the correct VIA headers to insert the correct external IP in your headers, but should probably spend the time actually fixing the double NAT problem because it's just bad network design.

DonGould

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#519098 9-Sep-2011 18:30

sbiddle: but should probably spend the time actually fixing the double NAT problem because it's just bad network design.

Sure. Can you quote me for some public ip space? At $5 an IP it's very expensive.

The real answer is to move to IPv6, but it seems that Cisco don't currently provide v6 firm ware for this stuff.

D

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