Voipfone problems, is it just our issue?

[ServersandSpares]

We moved to voipfone at the end of last year and everything was hunky dory, no problems at all, and indeed we recommended moving to quite a lot of our business contacts.

However, since the end of March, we have suffered numerous problems that are still ongoing, including the following:

1 - on dialing, "unavailable" seems that no dial tone was found.
2 - proxy authentication failure - implying a network issue
3 - Extremely poor call quality

We have been told the problem is due to the load sharing tool on the server - they moved us to another server and the problem disappeared but inbound calls to us quite orften did not get connected (only discovered after a couple of our customers complained we never answered the voicemail messages left, which we didn't get either) - they moved us back to the main sip.voipfone.co.uk server and we're back where we started - proxy errors, line unavailable and very bad call quality.

We make the call to find and sort the problem, although the queue is always quite long now, and this is always answered and a support query raised, so we have no issue there, but the problem is never rectified fully and we are now in the 13th week of problems which by anyones standards isn't really acceptable.

We have tried everything we can think of at our end to improve things, even going to the extent of getting Zen to get BT to move our line, to see if that was the problem, (it wasn't).

I'm posting here for two reasons, 1 - perhaps the powers that be don't know about the problems and can rectify them quickly, and 2 - perhaps someone else may have a quick fix answer.

We don't want to have to go through the hassle of moving elsewhere, but we are now counting the cost of lost calls.

Julie

 

[ServersandSpares]

Well sat here in the office, no incoming calls can be connected and no one answering the phones at Voiphone......

 

[Psl]

I can't help with your technical problem but it does amaze me that companies actually use VOIP for incoming customer calls/enquiries!
Surely an 0800 number using a dedicated telcoms line is best for the incoming calls and VOIP for outgoing?
Personally I don't like receiving calls made using VOIP and ask to be called back using a dedicated line or mobile connection but that's just me.After all if companies can't be bothered to spend a couple of pence to get my business by using a nice crisp telecoms connection then sobeit!

 

[internetspaceships]

What an interesting reply.

Voip works brilliantly for a company with multiple sites in different locations/countries.

Also voip now offers your own phone number as the number showing up on the phone receiving your call.

Also, frankly I've not heard a large difference in call quality unless of course there's an issue with the service provider.

How do you think BT route their "landline" calls?

 

[Matt1959]

Well sat here in the office, no incoming calls can be connected and no one answering the phones at Voiphone......

well at 6.52pm, perhaps they're closed:|

 

[Alan @ Clyde Resources]

We are also with Voipfone.

I agree with your comments, that voipfone were excellent, and then recently a number of problems have developed.

I posted a similar message a few weeks back, and voipfone came back to us very quick. They promised to rectify some of the concerns that we raised, and (hopefully) they are still working on these.

Time will tell........

 

[Psl]

What an interesting reply.

Voip works brilliantly for a company with multiple sites in different locations/countries.

Also voip now offers your own phone number as the number showing up on the phone receiving your call.

Also, frankly I've not heard a large difference in call quality unless of course there's an issue with the service provider.

How do you think BT route their "landline" calls?

VOIP is a good tool for internal communications but not communicating with customers.

There are obviously issues with one provider and as I have said I have had a number of calls using VOIP and the quality has been 'crap' for want of a better word.

I am sure a certain amount of BT calls are routed via VOIP but I believe that VOIP is good for home use and internal company use and not for customers to contact you or you to contact customers.

 

[My Owl 1]

well at 6.52pm, perhaps they're closed:|

They only do support calls from 9-5pm .

Avril
providers of energy,Broadband, phone, Wireless internet phone and VOIP connections for business and homes

 

[Jenni384]

VOIP is a good tool for internal communications but not communicating with customers.

We have VoIP phones with Gradwell and we don't seem to have a problem. Very occasionally a call will drop out but when it's connected the quality seems fine, no 'robotic' sounds or anything like that. It's better than my mobile phone!

I don't see why a business shouldn't use a proper VoIP setup for their phones. Some people may have problems but in the main it works - otherwise people wouldn't use it!

 

[internetspaceships]

VOIP is a good tool for internal communications but not communicating with customers.

There are obviously issues with one provider and as I have said I have had a number of calls using VOIP and the quality has been 'crap' for want of a better word.

I am sure a certain amount of BT calls are routed via VOIP but I believe that VOIP is good for home use and internal company use and not for customers to contact you or you to contact customers.

That's fine, I'm perfectly happy to agree to differ with you good Sir!

 

[KM-Tiger]

... It's better than my mobile phone!

Sorry, you are breaking up, I didn't quite catch that!

More seriously there is absolutely no way of knowing whether a call has originated on or been routed via VOIP. There are call quality problems sometimes on all networks and transport modes.

 

[paultnl]

VOIP is a robust and clear technology but does rely on the quality of the network. BT carries most of its calls over the 21CN network http://www.btplc.com/21CN/Thetechnologyofthenetwork/Thetechnologyofthenetwork.htm
but uses PSTN (traditional telephony) for the last mile.

I am sure CJD will be along shortly to address the OP's issues as he does have a very good and deserved reputation.

For the record, we use an IP based system but recommend PSTN for call termination untill the local network has been verified for VOIP.

 

[The Numbergroup Team]

Hi Guys,

This is what's happening to your service, Basically you think your renting a telephone line from your supplier. But your actually renting bandwidth (2 channels) from your supplier. Your calls are carried over the real internet and this is subject to various errors and bit rate failures all over the place.

There is very little your supplier can do, well they could increase their bandwidth but this is very expensive and a waste of money as they will only be busy between 9am-11am and 2-5pm.

What you need is to find a supplier who carries calls on a direct dedicated ethernet link to BT. As your calls will be carried over the ethernet not the internet. This is what BT has being working on for the last 4 years, called 21 CN.

Voiphone seem very popular on here, so it's a shame your not getting what you need. Contact the ITSPA they should be able to help you.
I hope someone eventually answers the phone and this is resolved quickly for you.

 

[raf300]

we use voip and sell voip services. Voip should be clear and robust, plus it is gat as you can work remotely and never miss a call.

if you need advice or a new provider just let me know

 

[sanjiv]

I can't help with your technical problem but it does amaze me that companies actually use VOIP for incoming customer calls/enquiries!
Surely an 0800 number using a dedicated telcoms line is best for the incoming calls and VOIP for outgoing?
Personally I don't like receiving calls made using VOIP and ask to be called back using a dedicated line or mobile connection but that's just me.After all if companies can't be bothered to spend a couple of pence to get my business by using a nice crisp telecoms connection then sobeit!

I wouldn't agree with you here. There are many advantages over VOIP compared with hard wired phone calls. Examples:

1. Can be much much cheaper (depending on what you need and usage). It's not a few pence.
2. Phone calls can be taken from anywhere in the world.
3. The company can have many phone numbers for different locations to make it cheaper for potential customers to call them at local rate.
4. VOIP can often be much better quality than a standard line because the equipment may be better and the line may not be up to scratch.
5. Allows for extra features for free such as conferencing, call waiting, forwarding and caller ID which may usually be at quite a significant cost.

 

[raf300]

I wouldn't agree with you here. There are many advantages over VOIP compared with hard wired phone calls. Examples:

1. Can be much much cheaper (depending on what you need and usage). It's not a few pence.
2. Phone calls can be taken from anywhere in the world.
3. The company can have many phone numbers for different locations to make it cheaper for potential customers to call them at local rate.
4. VOIP can often be much better quality than a standard line because the equipment may be better and the line may not be up to scratch.
5. Allows for extra features for free such as conferencing, call waiting, forwarding and caller ID which may usually be at quite a significant cost.

I agree with sanjiv, with the right provider it can be much better than a standard line. Also depending on the number of calls a business make, the overall cost of running several phones can be a lot cheaper than the traditional method plus you get many useful extra features.

 

[Psl]

I wouldn't agree with you here. There are many advantages over VOIP compared with hard wired phone calls. Examples:

1. Can be much much cheaper (depending on what you need and usage). It's not a few pence.
2. Phone calls can be taken from anywhere in the world.
3. The company can have many phone numbers for different locations to make it cheaper for potential customers to call them at local rate.
4. VOIP can often be much better quality than a standard line because the equipment may be better and the line may not be up to scratch.
5. Allows for extra features for free such as conferencing, call waiting, forwarding and caller ID which may usually be at quite a significant cost.

1. For incoming customer calls does it matter about the cost?
One lost customer order due to a VOIP system failure could equate
to £££'s lost in an order. Outgoing calls are not a fortune either.
2. Mobiles and PSTN lines also accept calls from anywhere in the world!
3. 0845/0870/0800 and the 0300 numbers also have this facility.
4. Any and all equipment is subject to failure, perhaps the calls I have
received have been over a network of poor quality?
5. All available on a PSTN line, is cost really that much of an issue for a
business? unless of course you are an outgoing call centre!

This is an interesting debate, taken that businesses always look to reduce costs, which should in theory equate to better NP but what is perceived as a saving may infact be the reverse, if sales are lost.

 

[internetspaceships]

Fella

One of the biggest things about being in business and remaining so (14 years with no phoenix companies so far) is an ability to adapt and actually listen to others' opinions and take the positives from what they say.

Voip is not the demon. The demon is lack of customer service and bad attitudes, not the quality of the phone call.

If we don't fall foul of those two things then people really don't care whether the call is routed through an archaic router or a voip router. (Let's face it, both have their issues)

Jon

 

[Psl]

Fella

One of the biggest things about being in business and remaining so (14 years with no phoenix companies so far) is an ability to adapt and actually listen to others' opinions and take the positives from what they say.

Voip is not the demon. The demon is lack of customer service and bad attitudes, not the quality of the phone call.

If we don't fall foul of those two things then people really don't care whether the call is routed through an archaic router or a voip router. (Let's face it, both have their issues)

Jon

I have not said VOIP is the demon, it is a debate and my opinion is I don't like to use VOIP, however other people do like to use VOIP.
I agree with you about customer service and bad attitudes but quite what that has to do with the debate that is focused on VOIP technology, I don't know? The quality of the call however is one of the points being debated.
I respect all the other participants comments in this thread and Iam now aware that what I perceived was a landline call actually goes over the internet at some stage, you live and learn!

Phil.

 

[shaunb]

Ive also been having a few issues lately as well, when i call someone, it will just be silent instead of ringing and then the customer will answer, or when i pick the call up its just a dead line and i have to reset my phone but it is rare for major problems.

Have to admit the quality is brilliant, and i would recommend VOIP and voipfone to anyone.

Shaun

 

[sanjiv]

1. For incoming customer calls does it matter about the cost?
One lost customer order due to a VOIP system failure could equate
to £££'s lost in an order. Outgoing calls are not a fortune either.
2. Mobiles and PSTN lines also accept calls from anywhere in the world!
3. 0845/0870/0800 and the 0300 numbers also have this facility.
4. Any and all equipment is subject to failure, perhaps the calls I have
received have been over a network of poor quality?
5. All available on a PSTN line, is cost really that much of an issue for a
business? unless of course you are an outgoing call centre!

This is an interesting debate, taken that businesses always look to reduce costs, which should in theory equate to better NP but what is perceived as a saving may infact be the reverse, if sales are lost.

1. So when making incoming and outgoing calls, there would be two different phone numbers? Also there would be line rental on top and this may be more than the standard £11 if the business has more than one line on that number.
2. When roaming, charges are incurred on incoming calls and PSTN can be very unreliable.
3. Those numbers may not be free to call from an inclusive telephone package and especially not mobiles. A lot of customers may be put off by these telephone numbers.
4. Perhaps your line is of poor quality. You may need to check your internal wiring and then also contact BT to come out and take a look.
5. Remember when you add up all the costs, it will probably be significant. (multiple line rentals, conference calling charges, call waiting charges, call forwarding charges, roaming charges and also the hassle)

If I were using Skype, I can have Skype on my iPhone when I am on the move. I am not sure about Voipfone though. I can go abroad, hook up to a wifi network and use it.

 

[Psl]

1. So when making incoming and outgoing calls, there would be two different phone numbers? Also there would be line rental on top and this may be more than the standard £11 if the business has more than one line on that number.
2. When roaming, charges are incurred on incoming calls and PSTN can be very unreliable.
3. Those numbers may not be free to call from an inclusive telephone package and especially not mobiles. A lot of customers may be put off by these telephone numbers.
4. Perhaps your line is of poor quality. You may need to check your internal wiring and then also contact BT to come out and take a look.
5. Remember when you add up all the costs, it will probably be significant. (multiple line rentals, conference calling charges, call waiting charges, call forwarding charges, roaming charges and also the hassle)

If I were using Skype, I can have Skype on my iPhone when I am on the move. I am not sure about Voipfone though. I can go abroad, hook up to a wifi network and use it.

Sanjiv, I respect your views and we could back and forth in this debate
I have two views in respect of VOIP, I don't like using it and the telecommuncations costs my company incurs is of an acceptable level to me.

 

[sanjiv]

Sanjiv, I respect your views and we could back and forth in this debate
I have two views in respect of VOIP, I don't like using it and the telecommuncations costs my company incurs is of an acceptable level to me.

I suppose it depends completely on the situation. You are saying it from your scenario and I am saying from mine. We are both right then.

 

[The Numbergroup Team]

Just wondering if the OP managed to get his problem resolved?

 

[cjd]

However, since the end of March, we have suffered numerous problems that are still ongoing, including the following:

1 - on dialing, "unavailable" seems that no dial tone was found.
2 - proxy authentication failure - implying a network issue
3 - Extremely poor call quality

Sorry not to reply to this - I've been on a Greek Island with no broadband - and I'm also sorry you've had these problems.

It seems that our last update of our switch software introduced two intermittent bugs that took us an enormous amount of effort to track down and fix.

Problems 1 & 2 was down to a bug in a thing called the SIP Proxy and the third by a random memory leak which would occur in a voice server from time to time.

The problem didn't affect everybody and for those it did affect it wasn't all the time so it was a bit of a b*gger to solve - in fact it took us far too long (in my opinion) to classify it as a network fault at all.

Anyway, my apologies again.

I'm hoping that you're no longer having these issues.

I'm told that we are not - are you?

 

[DotNetWebs]

Sorry not to reply to this - I've been on a Greek Island with no broadband...

Thanks for the update - I thought you had been uncharacteristically quiet in replying to this.

Regards

Gavin

 

[ServersandSpares]

Sorry not to reply to this - I've been on a Greek Island with no broadband - and I'm also sorry you've had these problems.

It seems that our last update of our switch software introduced two intermittent bugs that took us an enormous amount of effort to track down and fix.

Problems 1 & 2 was down to a bug in a thing called the SIP Proxy and the third by a random memory leak which would occur in a voice server from time to time.

The problem didn't affect everybody and for those it did affect it wasn't all the time so it was a bit of a b*gger to solve - in fact it took us far too long (in my opinion) to classify it as a network fault at all.

Anyway, my apologies again.



I'm told that we are not - are you?

Sorry not been around to reply. All has been well for the last couple of weeks now apart from a few blips at around 3-45pm, (always the same time). Can live with that as it's 99% better than it was.

Thanks for getting there!

Julie

 

[estwig]

Sorry not been around to reply. All has been well for the last couple of weeks now apart from a few blips at around 3-45pm, (always the same time). Can live with that as it's 99% better than it was.

Thanks for getting there!

Julie

That is about the time kids get in from school and log on, the little sh*ts clog the intertubes up with mindless facebum dribble!!!