No fax support whatsoever - do not sign up if you intend to fax!!

[VOIPoTim]

If this is your policy to never even troubleshoot a fax problem, then all your sales staff should explain this when prospective customers ask. I was never told this when I specifically asked if faxes can be sent on your service.

While I understand that you don't guarantee fax reliability, it is obvious from the timing of my fax problems that it's from something your company changed to fix your network problems that plagued your system. Since I can't access the ATA device to view settings, and I don't know what changes you made, I have absolutely no way to troubleshoot something your company changed. All I asked is for someone to just take a look to see if any of those changes can affect a fax transmission. I would be completely fine with taking a look but still finding no fix. But I guess spending the few minutes to take a look is too much of a burden on your staff. Or you may be too busy spending time finding and replying to all the similar posts that I made to warn others on other forums to have time left over to actually try to help one of your customers.

What happens is once we start "tweaking" and making custom changes for customers knowing they may or may not work, it usually turns into a bad cycle of the customer expecting us to fix it again if it doesn't work.

Since faxing is so hit or miss, it could easily turn into a situation where we make a tweak to help with it that "may" work, but then it would stop later and the customer would be upset again.

Based on that happening over and over in the past, support is only able to help with services we directly support and can guarnatee consistent results for.

I know you're frustrated, but by keeping everything standardized, the service will be much more stable for all customers than it would be if we start adjusting things on an individual basis.

Some customers having custom "tweaks" and fixes applied outside of the norm caused a ton of problems in the past and prevented us from making a lot of system changes (since it would likely disrupt service for those customers).

There are pros and cons, but at this point, VOIPo is out of the "tweaking" business and we're focusing on delivering consistent, stable, reliable service across the board.