Outage - 1AM Central

[stason99]

As for other providers using Grandstream from reading past posts VOIPo used another Grandsteam device and it worked fine. Just because other providers use Grandstream devices does not mean they use a 502. It also does not mean they are configured the same by Grandstream.

PhonePower currently ships Grandstream HT502. http://support.phonepower.com/Home/t...e/Default.aspx . I’m not advertising or anything. Just for information purpose. They are shipping it for quite long time as I read on forums. And they don’t have frequent disconnection issues. Too much depends on how the whole structure of a VOIP company is organized, and not just a user’s hardware. The fact that another company is using HT502s with no problems is a very important argument here.

My understanding from Tim's replies is that the 502 was selected for 2 main reasons. First it has a built in router (which I have tested and must say I do not recommend anyone use it as a router). Second it makes more business since because Grandstream configures all the ATA's for them.

There was a post somewhere on http://www.dslreports.com/forum/voip which says that VOIPo chose HT502 because they got many on them (thousands) left from another company that Timothy was running, and it was a good deal since they got them either for free or very cheap. As I recall, that post was made by Timothy. Sorry for not providing a link. I know it sounds like if I was spreading rumors or something… If anyone had encountered that post, please, give us a link.

I agree with you. However as I have already pointed out the problem is a Grandstream firmware or hardware issue. If it were a VOIPo issue all of the BYOD folks and the others who have the Linksys would have a issue. I have another 502 that was sent to me and that thing was dead out of the box.

Some PAP2T users lost registration anyway. http://forums.voipo.com/showthread.php?t=1226&page=2 (post from wagnerb ).

VOIPo offered me to switch to PAP2T but I refused because in this case I would need to spend extra $40 for a router, which I normally don’t need. And I would spend some time to configure all that. They refused to pay for a router that I would buy. You just sign up knowing that you will get a free adapter, but soon realize that you must spend extra money for a router if you want to make your phone line finally work. This is somewhat ridiculous. All I’m saying is that this is not the way business should run. I’m still giving then a chance to fix the problem with 502s.

I did not say they gave a cash credit. What they did do and Tim can confirm this for you is extend your paid period for the time without service.

It took me 2 days of communication and 8 ticket replies total to get the 14 days credit. I was repeatedly told that this is against company’s policy. Even after rebate was issued, Tim wrote:
“We do not provide any SLA or uptime guarantee for residential service and the service is provided on an as-is basis. Please refer to the TOS if you have additional questions about this policy.”

I’m saying that some promises on forum is one thing but real life examples is different.

Oh, and never has the service ever been down for more than a few hours. How long it takes to resolve it usually depends on how long it takes you to check your email and unplug the ATA.

Yes. But if registration is lost when my wife is home and I’m at work, I simply can’t call through. She doesn’t have a cell (she doesn’t really need one). She doesn’t go online too often, and there’s no way for me to reset that damn adapter or call her any other way. When she doesn’t receive calls because she thinks no one calls, that’s all. So, in my case the outage is for a whole day! Now, I guess, she has to sit next to the adapter and reset it every 5 minutes.

Because I predict another outage within next 1-2 weeks. We’ll see.

While there’s some criticism in my post here, I still hope VOIPo will not delete it. After all, I wish them do best and I’m still the customer.

[NY Tel Guy]

Yes. But if registration is lost when my wife is home and I’m at work, I simply can’t call through. She doesn’t have a cell (she doesn’t really need one). She doesn’t go online too often, and there’s no way for me to reset that damn adapter or call her any other way. When she doesn’t receive calls because she thinks no one calls, that’s all. So, in my case the outage is for a whole day! Now, I guess, she has to sit next to the adapter and reset it every 5 minutes.

I think you need to get your wife a 9.99 family share phone in case of an emergency.

[stason99]

I think you need to get your wife a 9.99 family share phone in case of an emergency.

Haven’t seen a family share phone for 9.99

[NY Tel Guy]

Haven’t seen a family share phone for 9.99

All companies offer family share / add a line for 9.99 and there are free phones that they offer (obviously you have to look at each carrier).

[fisamo]

Rather than taking the thread in a negative direction...

1. VOIPo isn't perfect, but Tim is working on it.
2. Tim did mention possibly getting a 'deal' on some HT502's from a different company that was going under and had excess inventory. However, I do not believe that was the reason for switching to the 502, it was a means of getting extra inventory at a low cost.
3. Family share plans--offered by both Verizon and AT&T--if you have a "family share plan" the primary line's cost is in line with an individual plan (maybe a variation in cost or # mins included), and add-on lines are $9.99/mo each. The included minutes are shared between both the primary and add-on lines... Obviously, this is not much of an option if the primary line is provided by an employer or if the primary line is a prepaid cell. The point here, though, is that it's probably worth getting a prepaid cell or an add-on line (if your primary line can be converted to a 'family plan') at this time.

Let's please all keep in mind that this forum is intended for community-based customer support. It's great to be enthusiastic about the product being offered here and the service that's provided. But we do have to acknowledge the bumps in the road and understand that not everyone will have the same level of service.

As for equipment, outages, fault, etc. Yes it's true the Phonepower uses the HT502. Unless a PP user or rep posts the info, you don't know what firmware version they're running, each ISP adds variables to the situation, etc. My point is that there may well be issues on voipo's end, your ISP's end, Grandstream's end, etc. At some level, you have to accept the situation for what it is and decide on the best path forward. A few suggestions were made by others in posts above--let me recap and add one or two of my own:
1. Get your wife a cell phone (prepaid, add-on to family share plan if possible, or primary line). I realize your wife doesn't need one per your post above, but it is something to consider.
2. Exchange out your HT502 for a PAP2T. Yes, if you do so you'll have to purchase a router which is, understandably, not your preferred route.
3. Consider obtaining a different ATA on your own, and configure it yourself. For example, you could get a SPA-2102 from ebay (buyer beware). Granted, if you're going to spend that money, you'd probably be better off getting a router and a PAP2T from voipo.
4. Get a bare-bones POTS line so you can call in to your wife if there is a service interruption.

I realize that all of these options require time and/or money on your part and that they wouldn't be necessary if voipo had everything working on the HT502 as it should. Here's to hoping that situation is resolved, or will be soon, or that voipo is able to send you a different router/ATA combo unit that will meet your needs. Obviously, in the event that all of the above does NOT work out, you're probably best off going with a different phone service provider at this time. Does that mean that voipo is a bad company? Of course not--it just means that they may not be the best choice for you at this time. There's certainly nothing wrong with that. Best of luck with a speedy, satisfactory resolution. If you have any other troubles that you think can be answered on the forum, please feel free to post.

[Sorry for the "mod-like" lecture--I'm not a mod and don't want to be (nor am I affiliated with VOIPo in any way other than being a customer, former Beta tester, and HG customer). I thought twice about posting it, given that I'm not a mod, but as you can see, I decided to put it out there anyway. ]

[usa2k]

R
2. Tim did mention possibly getting a 'deal' on some HT502's from a different company that was going under and had excess inventory. However, I do not believe that was the reason for switching to the 502, it was a means of getting extra inventory at a low cost.

Yes, I recall now ... Chinese New Year and inventory was going to run out over that week because demand was way high. I don't know if they sourced any GT502 in the long run, because they switched to PAPT2 to keep customers supplied.

Thanks for the memory jog!
http://forums.voipo.com/showpost.php?p=8857&postcount=1

[stason99]

As I predicted earlier, there was an outage again this morning. Was it only me, or anyone else had this?
Here’s what I wrote here on 03-06-2009:

Because I predict another outage within next 1-2 weeks. We’ll see.

PAP2T users: did you have an outage?

Rather than taking the thread in a negative direction...
1. Get your wife a cell phone (prepaid, add-on to family share plan if possible, or primary line). I realize your wife doesn't need one per your post above, but it is something to consider........
.........
.........
4. Get a bare-bones POTS line so you can call in to your wife if there is a service interruption.

I realize that all of these options require time and/or money on your part and that they wouldn't be necessary if voipo had everything working on the HT502 as it should.

I really appreciate your calm response and explanations. I agree with the most.
However, we have to keep in mind that the main purpose of switching from POTS to a VOIP is saving money (while getting even more features). I was paying $46 a month for Verizon POTS and I didn’t even have a caller ID. So, if the new VOIP service requires extra expenses as backups services etc.(a cell phone when you don’t normally need one), that brings benefits of a VOIP line to zero. If a service is so unreliable so that you have to back it up then there’s no need for such service (if it’s not finally fixed of course).

[usa2k]

There was a post somewhere on http://www.dslreports.com/forum/voip which says that VOIPo chose HT502 because they got many on them (thousands) left from another company that Timothy was running, and it was a good deal since they got them either for free or very cheap.

Odd, I do not recall such a thing being stated. Could these be confused with the Zoom ATAs we initially beta tested here?

VOIPo didn't even ask for the Zoom ATA back.
Its collecting dust here.

[Xponder1]

Odd, I do not recall such a thing being stated. Could these be confused with the Zoom ATAs we initially beta tested here?

VOIPo didn't even ask for the Zoom ATA back.
Its collecting dust here.

Nothing will make this guy happy and his logic is pretty flawed. I am not going to waste my time on him anymore.

[stason99]

Nothing will make this guy happy and his logic is pretty flawed. I am not going to waste my time on him anymore.

Yeah, same applies to you. Seems like you need a voip phone for fun and are ready to restart it every day… Nice toy. It was nice talking to you anyway.