Unacceptable Service Levels with 2Talk

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networkn

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#89383 1-Sep-2011 10:25

I am thinking I have made a horrible mistake with these guys.

We migrated services to them, and now I can make calls to my home line from my cellular, not from another landline, my voicemail isn't retrievable, and my porting doesn't appear to have been properly completed.

I have called and left 2 messages and have 2 tickets open, one with a high priority and NOTHING back from them. I have a sick pregnant wife at home, and I am not sure what the hell to do now.

I can make calls out just fine.

Is there any other support avenues I can access?

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#514915 1-Sep-2011 10:38

hi networkn
Your bets solution with 2talk is patience.
I just had a problem, which was on their side and it took three days to solve with support tickets, and phone calls and xtra emails. Sadly, persistence seeems to be the only choice I been successful with.

nate

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#514989 1-Sep-2011 12:02

I'm having the same issue, trying to port my inlaws main number to 2Talk. It's been two months and counting.

networkn

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#514992 1-Sep-2011 12:04

I finally got a call back after leaving a very firmly worded and pointed message on the voicemail. Seems there is a "telecom" fault which will be resolved within 3 hours.

I also got a completely pointless email from them as well.

rphenix

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#516734 5-Sep-2011 10:42

nate: I'm having the same issue, trying to port my inlaws main number to 2Talk. It's been two months and counting.

Far out! Is their regular phone number still working in the meantime?

thekiwi

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#516903 5-Sep-2011 15:27

Whilst getting an answer to Support Tickets on 2Talk can take a a few hours, if you ring them you get an answer pretty much straight away.

I seem to always deal with "Julian" ... so maybe it is lightly staffed.

networkn

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#516918 5-Sep-2011 15:39

Hours? Try days or a week.

They are charging money for services, and fairly critical services at that. I think they need to lift their game.

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sbiddle

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#517081 5-Sep-2011 19:14

networkn: Hours? Try days or a week.

They are charging money for services, and fairly critical services at that. I think they need to lift their game.

There are plenty of threads on here discussing their levels of service - if you're not happy there are other options out there. At the end of the day you get what you pay for.

networkn

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#517090 5-Sep-2011 19:22

Considering it took quite a while to get even the basics configured, and also that porting the number was so difficult, it seems like quite a task to change again.

sbiddle

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#517097 5-Sep-2011 19:45

networkn: Considering it took quite a while to get even the basics configured, and also that porting the number was so difficult, it seems like quite a task to change again.

It's actually very simple, and I say that as somebody who has to deal with ports and provisioning of voice customers.

2talk is a fantastic product built by an amazingly talented guy. IMHO however it's target market is exactly the type of people who should be looking at other solutions that offer full auto provisioning and remove many of the issues away from offering a PLV solution. It still astounds me that 2talk provide no auto provisioning, something that IMHO is a pretty basic requirement for any VoIP offering these days aimed at people with no knowledge of VoIP.

I get a large number of emails every week from people who want help trying to get their 2talk connection going because they don't even understand the basics. Unfortunately for them 99% don't get that help because I'm not free 2talk customer service.

networkn

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#517100 5-Sep-2011 19:53

sbiddle, took 10 days, didn't occur properly, then there was some form of fault, still not confident every call is getting through.

As far as I am concerned like a lot of these type of companies, they lack polish and hope that technical prowess will get them through.

Who are the other main contenders?

freitasm

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#517102 5-Sep-2011 20:03

WorldxChange VFX. Oh, and Orcon Genius (read our Orcon subforum though for some tales)...

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#517105 5-Sep-2011 20:14

Porting anything with 2talk is a pure nightmare, I've lost count of the number of ports that go sideways with 2talk. Can be called from Vodafone but not Telecom, Can't be called internationally and this was occurring 48hours+ post porting conformation.

The seem to simply fail in a large number of ports and whilst it's not 2talk porting direct (It's callplus) They just can't seem to sort their stuff out and wont push callplus or anyone higher to get things sorted.

Most problems are the result of previous solutions...

All comment's I make are my own personal opinion and do not in any way, shape or form reflect the views of current or former employers unless specifically stated

networkn

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#517115 5-Sep-2011 20:34

I'd be keen to see a chart if one exists comparing prices for the biggest providers.

Priority is cheap cellphone calling and included minutes for local calling. Also need to be able to make multiple ATA's ring on one number.

freitasm

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#517119 5-Sep-2011 20:42

Cheap calling is good, if it works. Paying a couple of dollars more seems to be the sensible thing to do, right?

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networkn

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#517125 5-Sep-2011 20:52

Well I have no trouble MAKING calls, just RECEIVING calls :)

I have no trouble paying for quality, but to be honest, I believe the product at 2T is excellent, but the service/polish needs work.

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