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Thread: support tickets

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uhf support tickets 01-12-2010, 08:41 AM
usa2k Re: support tickets 01-12-2010, 09:23 AM
JimDog Re: support tickets 01-12-2010, 09:27 AM
mikeb Re: support tickets 01-12-2010, 10:19 AM
lost_ Re: support tickets 01-12-2010, 03:18 PM
ctaranto Re: support tickets 01-12-2010, 03:43 PM
VOIPoTim Re: support tickets 01-12-2010, 03:52 PM
ctaranto Re: support tickets 01-12-2010, 03:59 PM
VOIPoTim Re: support tickets 01-12-2010, 04:03 PM
VOIPoTim Re: support tickets 01-13-2010, 01:32 PM
MisterEd Re: support tickets 01-14-2010, 11:45 AM
tritch Re: support tickets 01-14-2010, 05:48 PM
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  1. #1
    Join Date
    Jan 2009
    Location
    Westerville, OH
    Posts
    37

    Default Re: support tickets

    Try sending an e-mail to support@voipo.com from the e-mail address associated with your VOIPo account. This will automatically create a support ticket with the text from your e-mail.

  2. #2
    Join Date
    Oct 2009
    Location
    Cascade Mountains of Oregon
    Posts
    42

    Default Re: support tickets

    I have always received an email verification when submitting tickets in the vpanel. And the tickets are always listed in the vpanel. Call Voipo support and ask why the tickets you created in the vpanel do not exist in the vpanel, 877-99-VOIPO.

  3. #3

    Default Re: support tickets

    Quote Originally Posted by JimDog View Post
    Try sending an e-mail to support@voipo.com from the e-mail address associated with your VOIPo account. This will automatically create a support ticket with the text from your e-mail.
    I sent a port request to that address and got the confirmation and status update via email (and can see it on the check status page), but no ticket appeared on VPanel.

  4. #4
    Join Date
    Dec 2009
    Location
    MA
    Posts
    166

    Default Re: support tickets

    Quote Originally Posted by lost_ View Post
    I sent a port request to that address and got the confirmation and status update via email (and can see it on the check status page), but no ticket appeared on VPanel.
    I don't know if I trust that page:

    Check VOIPo Transfer Status
    Welcome Craig (508xxxxxxx):
    Step 1: Submit Documents: Received on 12-14-2009
    Step 2: Authorized and Submitted: Submitted on 12-14-2009
    Step 3: Pending Finalization: Transfer Complete on 12-30-2009

    Your port (number transfer) to VOIPo has been completed.


    My number isn't ported yet, and VOIPo support has no idea (and is no longer responding to my tickets) about the port. 1 month and counting...

    /c

  5. #5
    Join Date
    Feb 2007
    Location
    Irvine CA
    Posts
    1,542,128,044

    Default Re: support tickets

    Quote Originally Posted by ctaranto View Post

    My number isn't ported yet, and VOIPo support has no idea (and is no longer responding to my tickets) about the port. 1 month and counting...

    /c
    We don't have any pending tickets a month old. Do you have ticket numbers?

    With port requests, we submit them and have very little control over the process itself. It's more or less up to the losing provider to respond. If they do not respond within specific time windows we can escalate but have to follow procedures. Most ports complete in about a week, but depending on the providers involved it can take 30-45 days.

    Our system automatically sends you status updated when they are provided to us by the upstream carriers.
    Timothy Dick
    Founder/CEO
    VOIPo.com

    Interact with VOIPo: Twitter, Facebook

  6. #6
    Join Date
    Dec 2009
    Location
    MA
    Posts
    166

    Default Re: support tickets

    Tim,

    Thanks for your response.

    I didn't say my ticket was a month old. I've been waiting for a port for a month. I was patiently waiting until Dec 30 for the port, and when it didn't happen, I filed the ticket: ZPK-245441

    It's been closed a handful of times (you've also responded to it in the past).

    My point is the link provided above does not give accurate information. I understand the technical limitations you guys have, but don't create a page that give wrong results, and my port has clearly not happened yet.

    I would expect that a port that is now 2 weeks past it's "finalized" date would be escalated with the holding carrier.

    /c

  7. #7
    Join Date
    Feb 2007
    Location
    Irvine CA
    Posts
    1,542,128,044

    Default Re: support tickets

    Quote Originally Posted by ctaranto View Post
    Tim,

    Thanks for your response.

    I didn't say my ticket was a month old. I've been waiting for a port for a month. I was patiently waiting until Dec 30 for the port, and when it didn't happen, I filed the ticket: ZPK-245441

    It's been closed a handful of times (you've also responded to it in the past).

    My point is the link provided above does not give accurate information. I understand the technical limitations you guys have, but don't create a page that give wrong results, and my port has clearly not happened yet.

    I would expect that a port that is now 2 weeks past it's "finalized" date would be escalated with the holding carrier.

    /c
    I do show that it's pending and there has been an escalation ticket opened.

    Unfortunately our hands are tied in terms of waiting for the losing carrier and our number porting service to address it. We do not handle porting in-house.

    We'll continue to follow the escalation procedures to try to push it along.

    Once we have an update from them, the estimated completion date will change on the status site and you'll get an automated e-mail.
    Timothy Dick
    Founder/CEO
    VOIPo.com

    Interact with VOIPo: Twitter, Facebook

  8. #8
    Join Date
    Dec 2009
    Location
    MA
    Posts
    166

    Default Re: support tickets

    Quote Originally Posted by VOIPoTim View Post
    I do show that it's pending and there has been an escalation ticket opened.

    Unfortunately our hands are tied in terms of waiting for the losing carrier and our number porting service to address it. We do not handle porting in-house.

    We'll continue to follow the escalation procedures to try to push it along.

    Once we have an update from them, the estimated completion date will change on the status site and you'll get an automated e-mail.
    Thanks, Tim. I'm already out $26 for a month's service at VoicePulse. I hope I don't get stuck with another $26 as this lingers on. Anything you can do to push it along is appreciated.

    Can you extend the free virtual number until the port happens? I'm using it as a permanent forward from VoicePulse.

    Thanks,

    /c

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