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New VoIP outage.. AT&T CallVantage this time

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My previous equals dot.voip post has received expected reaction. Many of my pals skirted the issue. Well, I still believe folks we got a problem, and it is getting bigger. AT&T’s CallVantage is having an outage right now, with reports of out-of-whack service from Chicago, Florida and other locales around the United States. Irwin Lazar writes: While VoIP continues to take over the enterprise, it still faces serious issues as as a mass-market consumer technology, some of those we’re seeing first hand with Vonage’s major outage this past weekend.

Tom Evslin on Vonage outage: “’m a subscriber to and a fan of Vonage. I’ve blogged about their wealth of features, web-centric self provisioning, and virtual phone numbers. But I’m not a happy subscriber right now. Outages of at least the web site seem to have become more frequent lately. Customer service is not responding to email and phone wait times are more than an hour. The web site has reported that there are quality problems in some regions which the engineers are also ‘aware of and working to resolve.’” Nevertheless, I think Vonage could do a better job than it has been doing lately. If it can’t, then I’m confident that one of its many VoIP competitors will.

7 Responses to “New VoIP outage.. AT&T CallVantage this time”

  1. Excerpt of letter sent to ATT CallVantage folks

    We have been left without phone service for our fire system and security system by your ATT CallVantage group. The service was supposed to activate on Friday and I spent 6 frustrating hour on the telephone (almost 2 hours of that hold time) only in the end to be told the people working the issue left for the weekend. Some Customer Service! We are telecommunications consultants (members of FCBA) and we used to recommend your services. Five day a week support will not hack it. I plan to pass these comments along to various FCC Section Chiefs Monday. I think that the VoIP industry will need significantly strengthened regulation if this type of Customer Service is what we can expect in the future. I would be available by cell phone at 386 405 6606 to discuss this further. (I also did not mention that the equipment order was equally screwed up)

  2. AT&T- Lack of communicating outage problems to customers- I spent over 1 hour w/first level support trying to resolve a VM problem and only after it was escallated was I told there was a outage witht the voice mail system- Wanted to lodge a complaint and I was disconnected

  3. I have Vonage Canada and experienced no outage. Even if I did, I wouldn’t get upset because I realize that VoIP is still a new technology and like all new technologies it has problems. When people sign up for this service they should keep that in mind.

  4. I don’t think I skirted the issue..I was trying to draw a comparison to things in the past that had similar problems and issues and eventually those problems got resolved. I still think VoIP is in an evolutionary stage and like most technologies their are issues to resolve. But these outages are an issue…that I agree with..

  5. Todd Holsombeck

    Intersting topic…running sales for a hosted communications company (providing hosted PBX functionality then aggregating several VoIP carriers for “IP Dialtone”, we walk a thin line to not set expectations too high in the sales process. Fortunatley, our users have the cell phone mentality…whena call is bad, they just call back.

    On a side note…Om do you at least see a bit of irony in this thread when every one of your links has at leat 3 Vonage adds on it. Too Funny…at least to me