Help needed - VOIPO Support

[Tumultus]

First of all I can't blame jsiepka for misunderstanding your whole story, I was thinking the same way as jsiepka did in the beginning.

Well, you can blame this on 2 things: First of all, you don't have access to my support ticket and, secondly, English isn't my birth language.

Ok, here is what the situation with your adapter. Your housemate's account was added to the adapter provided to YOU by voipo. In this case your housemate is a BYOD customer to voipo. Since your account is cancelled and voipo is asking for the adapter back, there are two things can be done here. 1. your housemate should contact voipo and they will send him/her a separate adapter (at no charge I believe). 2. call voipo to transfer the adapter into your housemates name.

I believe it is also possible to retrieve your account, if you want for the remaining period of time of your contract. Call them and they will definitely help you. Their customer service is outstanding. Remember, as with any another company/person, give respect and take respect, if you ask them politely I am sure they will help you out. I have dealt with Tim and Brandon and they are always there to help to make the service better and get it right.

Cody from customer support finally responded to me. I worked with him in the past and he was always helpful. Since it is weekend, I doubt I can expect a resolution before beginning of next week.

My initial point of frustration was that I clearly stated in my ticket that I would like to keep my service until the day it was paid for and that I simply didn't want to renew. I asked if I still would have to do something to prevent auto-renew. I received a 1-liner, telling me "Yes, please go to (link-to-cancellation-page) and fill out the form. Once I followed that link, there was no indication that my account would be terminated immediately. In fact, I believed it would just flag my account for termination at renewal date. It was only after I submitted the form, that the system told me that the service has been terminated, so, I lost not only my service 4 months early but also access to my account history and support tickets.

The adapter is a different story. I didn't elaborate on this earlier because jsiepka's posts were nothing but pointing fingers at me and telling me how stubid I was to do what I did, yet, he never knew the whole story in first place. I only opened this thread, so, that VOIPO support may notice in case Tim doesn't read his PM. After all, I couldn't access my support tickets anymore, so, this was the only way for me.

But let's get back to the adapter:
My housemate indeed received his own adapter but it has never been used. From day 1, he was set up with my adapter on port 2. A month ago, I opened a ticket, asking VOIPO to add his number to both ports of the adapter and removing my number completely (which they did).

Now, after this (not-yet-intended) cancellation, VOIPO wants this exact same adapter returned to them. I wrote them that my housemate is still set up on that adapter which, in return got me another standard-copy-and-paste "Return the adapter with MAC address XXXXXXXXXX otherwise we charge you!" reply.

I have no problem returning their adapter, however, I can't do so without getting my housemate set up on another adapter first or, which would be easier: return his adapter instead.

That is my problem! Just a whole lot of miscommunication. And the fact that I am working currently at night doesn't make it easier.

If I am lucky, Cody will take care of things but as far as I know the system, somebody else will reply and he will not even bother reading the entire ticket down.

[JacobsLive]

But let's get back to the adapter:
My housemate indeed received his own adapter but it has never been used. From day 1, he was set up with my adapter on port 2. A month ago, I opened a ticket, asking VOIPO to add his number to both ports of the adapter and removing my number completely (which they did).

Oh I see whats going on now. Well, anyways Tim made it clear that you can return your housemate's adapter with a note explaining the situation. I would also suggest write down the Support Ticket number you opened with this issue so that they can easily find out whats going on.

If you still bit skeptical about the situation, ask your mate to contact voipo with the mac address and serial# of his/her adapter so that they can provision his/her account with that adapter. Then your adapter will be released form his account and you can return your original adapter avoiding all hassles.

Secondly, he also made it clear as I mentioned earlier, they can re-activate your account for the remaining period of time.

Hope you hare happy with the outcome. Btw, English is my third language

Good night!

[Tumultus]

Yeah, I am pretty sure it will all work out in the end. It's just the ammount of frustration until you get there that's bothering me. But I do understand that support staff has to follow procedure rather than using common sense. I've worked for and with many corporations and their procedures often complicated the matter rather than just save time and resolve it intelligently. Fortunately, VOIPO isn't a corporation (yet) and, if you catch the right guy, your problems go away quickly.

@Tim:
Thanks for your reply. I'll try to work this out with support.