VOIPO Update 12/1:
I want to first and foremost sincerely apologize for all the issues some of you have been experiencing with your VOIPO service over the last few weeks since our migration.
We understand how important reliable phone service is for you and our service levels have not been up to par over the last few weeks for many of you.
Once things are fully settled, I will provide some more details about all of the things that have contributed to this, but right now our focus is on fixing any remaining issues and making sure service is fully stable for all users.
We had several situations happen at once which were each pretty close to "worse case scenarios" and they all compounded to create the "perfect" storm and cause a lot of issues. In our 13 years, we've never had anything that compares to even one of these situations...let alone all at once.
We are still working to resolve outstanding issues and we're making significant progress. I feel like we are very close to having things fully resolved, but we are still working through some isolated issues.
I truly understand the impact and am personally very sorry that there have been so many issues lately. I founded VOIPO over 13 years ago and have poured my life into it. I own 100% of the company so it's truly my life's work and not just a corporation looking for profit. I am fully committed to getting all outstanding service resolved and back to normal so we can regain your trust and respect.
I appreciate your patience as we work through these issues. I feel that we're getting closer to resolution and we've made very significiant progress today. Our internal team and outside consultants are all working on resolving any oustanding issues.
We will get service back to normal. We are working on it around the clock. Again, I'm very sorry for the issues and the impact it's had. Your business is very important to us and we appreciate each and every one of you.
Thank you again for your patience. We will have things back to normal soon.
Best Regards,
Founder/CEO
VOIPO.com
Previous VOIPO Update:
I wanted to give you an update on where we stand with the datacenter migration and the recent service issues you may have been experiencing.
First, I want to apologize again for any inconvenience that the service issues have caused you.
Second, I want to let you know that the migration is now complete physically and we are resolving any remaining issues that came up from it. The physical migration was much more difficult than planned and obviously did not go as planned at all.
The good news is that now that all equipment is physically where it needs to be, we can fully focus on any lingering issues. An example of what we're working through now is identifying anything we missed during the physical migration like some features still poin$
We are working around the clock to resolve all issues. We know you rely on your VOIPO service and we are very close to having things back to normal. I expect major issues remaining will be resolved quickly and any minor lingering issues will be resolved this week$
It has been a very rough few weeks for VOIPO and we haven't lived up to the level of service I want us to provide for sure, but we are working to correct this.
Many have asked about service credits. Once things are back to normal, this is something we are going to look at doing.
Our priority is on fully restoring stability right now. Once that's done, I'll give everyone more details about how everything unfolded, why the migration went bad and most importantly what we learned from it that we can change or implement so something like this $
Again, I am truly very sorry that we've not lived up to our usual level of service lately. I appreciate your business and patience. We will get things back to normal soon.
Best Regards,
Timothy Dick
Founder/CEO
VOIPO.com
Previous VOIPO Update:
I wanted to give you an update on where we stand with the datacenter migration and the recent service issues you may have been experiencing.
First, I want to apologize again for any inconvenience that the service issues have caused you.
Second, I want to let you know that the migration is now complete physically and we are resolving any remaining issues that came up from it. The physical migration was much more difficult than planned and obviously did not go as planned at all.
The good news is that now that all equipment is physically where it needs to be, we can fully focus on any lingering issues. An example of what we're working through now is identifying anything we missed during the physical migration like some features still pointing to an old IP address in the old facility.
We are working around the clock to resolve all issues. We know you rely on your VOIPO service and we are very close to having things back to normal. I expect major issues remaining will be resolved quickly and any minor lingering issues will be resolved this week.
It has been a very rough few weeks for VOIPO and we haven't lived up to the level of service I want us to provide for sure, but we are working to correct this.
Many have asked about service credits. Once things are back to normal, this is something we are going to look at doing.
Our priority is on fully restoring stability right now. Once that's done, I'll give everyone more details about how everything unfolded, why the migration went bad and most importantly what we learned from it that we can change or implement so something like this will never happen again.
Again, I am truly very sorry that we've not lived up to our usual level of service lately. I appreciate your business and patience. We will get things back to normal soon.
Best Regards,
Timothy Dick
Founder/CEO
VOIPO.com
Ticket ID #TOT-116-30907
Author: Jenny Koenig
Time: 2019-12-03 08:02
Message:
what is your "failover call forwarding feature"? please explain clearly how this works. if we have to activate a feature that "alarms you that your adapter is offline or internet is our (out) when you receive calls automatically to your cell phone", then please explain clearly how we do that. if you're suggesting that we forward all of our voipo phone calls to our smart phone, then what's the point of having a voipo phone?
Author: Gerardo R
Time: 2019-12-03 12:12
Message: Hello, Thanks for the email The only time that we would know that you cannot receive calls it is when the time you check on your end and reported the issue to us. But automatically inform you by our system unfortunately it is not yet being develop. Maybe in the future we can have that program so it would be easier to detect and notify our customer if in case there's a trouble. However our failover call forwarding feature also alarms you that your adapter is offline or internet is our when you receive the calls automatically to your cell phone. This feature activates when the network, or device is offline. Should you need further assistance. Please let us know. Regards, Gerardo R.
Author: Jenny Koenig
Time: 2019-12-02 09:07
Message: computers perform thousands of operations in a second. it seems odd that an internet telephone service company doesn't have the ability to perform hourly the same operation as us (call the internet phone from our cell phone) to check whether or not all of its customers can receive calls.
Author: Gerardo R
Time: 2019-12-01 08:59
Message: Hello, Thanks for the email. Glad to know that it works now. Our server migration is finished already so there should have no interruptions with your service. We can't tell if there would be issues with your service unless you check it on your end as we have no ways to do that since we also rely on your internet connection. However future updates and maintenance our customer will be notify Should you need further assistance. Please let us know/ Regards, Gerardo R.
Author: Jenny Koenig
Time: 2019-11-30 12:46
Message: that seems to have fixed the problem--for now. our questions are: 1) is this a permanent fix? 2) if no, then how often will we have to reboot? 3) daily? 4) or when someone tells us that they tried to call us and couldn't get through? the point is that we don't know when the phone isn't receiving or making calls until we try to make a call or someone tells us that they tried to call us and couldn't get through.
Author: Faith A
Time: 2019-11-29 09:44
Message: Hello, Before we enable port forwarding, I have cleared your adapter's registration. Kindly unplug the adapter for a minute and plug it back in. Wait for 3-5 minutes then test. Let us know if the issue persists. Best regards, Faith A
Author: Jenny Koenig
Time: 2019-11-29 02:56
Message: we tried the "Live Chat" button. "VOIPo Live Chat is currently unavailable due to high volume." rather than us trying to contact you, why don't you call us: 540 212-7622 (voipo) or 571 208-5427 (cell). our first question to you will be: will the steps that you will be making (if we approve) mess up anything else? internet? apps? settings? etc.?
Author: Gerardo R
Time: 2019-11-29 12:02
Message: Hello, Thanks for the email We are very sorry to hear that you're experiencing issues with your service. We have reviewed your account and it looks like possible it is NAT affecting your service. If you are familiar with port forwarding, we strongly recommend forwarding UDP ports 5004-65000 to the internal IP address of the VOIPo ATA device. Disabling any unusual firewall restrictions such as SIP ALG or SPI filtering is also highly recommended. If you are unable or unfamiliar to take the steps mentioned above; a VOIPo Support Specialist is available to remotely make these adjustments for you at your convenience. Simply give us a call or open a live chat, and we'll be happy to assist you further. Please contact us by phone at: 949-829-4200 or 877-99-VOIPo (86476) You can also reach us through Live Chat: http://voipo.com/ (the live chat button is in the top right corner) We are open Monday - Friday from 6:00am - 8:00pm PST. Except Holidays Thank you for your time. Regards, Gerardo R.
Author: Jenny Koenig
Time: 2019-11-28 01:49
Message: no. whatever you did seems to have fixed the problem--again. is this a permanent fix?
Author: VOIPO Support
Time: 2019-11-28 08:03
Message: Hello, Are you still experiencing issues now?
Author: Jenny Koenig
Time: 2019-11-27 07:21
Message: can't make or receive calls--again. same as the original message for this ticket--6 days ago.
Author: Jamil Z
Time: 2019-11-23 03:20
Message: Hello, We're happy to hear that phones have been restored for you. We are still working on finalizing the fixes. If any issues do arise please let us know. Thank you! -- Jamil Z VOIPo.com
Author: Jenny Koenig
Time: 2019-11-22 10:43
Message: 1. both call forwarding and simul ring were disabled.
2. I rebooted the voipo adapter.
3. I waited a few minutes.
4. we have a dial tone.
5. I called our cellphone. the call went through. I could hear Jenny and
she could hear me.
6. Jenny called the house (voipo) phone. I could hear Jenny and Jenny could
hear me.
7. EUREKA!
On Fri, Nov 22, 2019 at 5:17 PM PE retired wrote:
> what's "power cycle"?
>
> On Fri, Nov 22, 2019 at 4:56 PM Jenny Koenig
> wrote:
>
>>
>> fyi
>> ---------- Forwarded message ---------
>> From: VOIPo
>> Date: Fri, Nov 22, 2019 at 4:43 PM
>> Subject: [#TOT-116-30907]: can't hear caller. caller can't hear us
>> To:
>>
>>
>> Hello,
>>
>> Our dev team have rectified some parts of incoming and outgoin calls
>> residual issues impacting our users. Call Forwading and Simul Ring is still
>> a work in progress. Please disable both features for now. Please power
>> cycle your VoIP adapter, wait a few minutes for the adapter to register
>> online again, then test once more and let us know if you're still
>> experiencing issues with service.
>>
>> Best regards,
>> Wilmer J
>>
>>
>>
>>
>> Ticket Details
>> ------------------------------
>> Ticket ID: TOT-116-30907
>> Department: Customer Care
>> Type: Issue
>> Status: Pending Customer Response
>> Priority: Requests Handled in Order Received
>>
>> Helpdesk: https://helpdesk.voipo.com
>>
>>
>
Author: PE retired
Time: 2019-11-22 10:17
Message: what's "power cycle"? On Fri, Nov 22, 2019 at 4:56 PM Jenny Koenig wrote: > > fyi > ---------- Forwarded message --------- > From: VOIPo > Date: Fri, Nov 22, 2019 at 4:43 PM > Subject: [#TOT-116-30907]: can't hear caller. caller can't hear us > To: > > > Hello, > > Our dev team have rectified some parts of incoming and outgoin calls > residual issues impacting our users. Call Forwading and Simul Ring is still > a work in progress. Please disable both features for now. Please power > cycle your VoIP adapter, wait a few minutes for the adapter to register > online again, then test once more and let us know if you're still > experiencing issues with service. > > Best regards, > Wilmer J > > > > > Ticket Details > ------------------------------ > Ticket ID: TOT-116-30907 > Department: Customer Care > Type: Issue > Status: Pending Customer Response > Priority: Requests Handled in Order Received > > Helpdesk: https://helpdesk.voipo.com > >
Author: Wilmer J
Time: 2019-11-22 09:43
Message: Hello, Our dev team have rectified some parts of incoming and outgoin calls residual issues impacting our users. Call Forwading and Simul Ring is still a work in progress. Please disable both features for now. Please power cycle your VoIP adapter, wait a few minutes for the adapter to register online again, then test once more and let us know if you're still experiencing issues with service. Best regards, Wilmer J
Author: Jenny Koenig
Time: 2019-11-22 03:57
Message: yes. same as original message for this ticket. can't receive calls. can't make calls. when we call our cell phone, we get a busy signal. SNAFU. FUBAR.
Author: VOIPO Support
Time: 2019-11-22 08:31
Message: Hello, Are you still experiencing issues at this time?
Author: Jenny Koenig
Time: 2019-11-22 08:30
Message: Background: my wife and I are in our 70s. On 11/20 when she called me at home from her cell phone at 10:39 AM and 10:42 AM, she was driving alone to babysit our granddaughter 50 miles away. Our SOP is that she will call me at home if she has an emergency on the road. Needless to say, it was upsetting for me when her calls came in and I couldn’t hear her. Why wouldn’t I think that something bad had happened? How many other important calls aren’t getting through? We have given our home (voipo) telephone number to family, doctors, those who we do business with, etc. how long will it be before this problem gets fixed? Days? Weeks? More? In retrospect, we wish that we hadn’t given our voipo phone number out to so many people as our primary phone number. https://account.voipo.com/support shows “pending customer response” as the status for this ticket. Even though I’m retired, I don’t have the time or inclination to “follow developments and updates” on your twitter page. IMHO, the status for this ticket is “awaiting voipo response”. Let us know when the problem is fixed. In the meantime, status reports every few days will be appreciated. Some things about the “good old days” were better. We didn’t have these sorts of problems with land lines.
Author: Jamil Z
Time: 2019-11-21 01:56
Message: Hello, Voipo is currently experiencing some calling issues related to the final phase of the server migration that took place over the weekend. Our development team is aware of the issue and is working diligently to restore services. You can follow developments and updates at our Twitter page: https://twitter.com/voipo (You do not need an account to view the twitter page) Best Regards, -- Jamil Z VOIPo.com
Author: Jenny Koenig
Time: 2019-11-21 01:09
Message: This morning (11/20/2019) my wife called our voipo phone (540 212-7622) twice from her cell phone at 10:39 AM and 10:42 AM. She did not hear me and I did not hear her. After the second call I verified that the phone had a dial tone. Later today at 2:05 PM, our daughter called--same thing. For all intents and purposes, 540 212-7622 is useless. We can’t hear the caller and the caller can’t hear us.
Author: PE retired
Time: 2019-11-22 10:17
Message: what's "power cycle"? On Fri, Nov 22, 2019 at 4:56 PM Jenny Koenig wrote: > > fyi > ---------- Forwarded message --------- > From: VOIPo > Date: Fri, Nov 22, 2019 at 4:43 PM > Subject: [#TOT-116-30907]: can't hear caller. caller can't hear us > To: > > > Hello, > > Our dev team have rectified some parts of incoming and outgoin calls > residual issues impacting our users. Call Forwading and Simul Ring is still > a work in progress. Please disable both features for now. Please power > cycle your VoIP adapter, wait a few minutes for the adapter to register > online again, then test once more and let us know if you're still > experiencing issues with service. > > Best regards, > Wilmer J > > > > > Ticket Details > ------------------------------ > Ticket ID: TOT-116-30907 > Department: Customer Care > Type: Issue > Status: Pending Customer Response > Priority: Requests Handled in Order Received > > Helpdesk: https://helpdesk.voipo.com > >
Author: Wilmer J
Time: 2019-11-22 09:43
Message: Hello, Our dev team have rectified some parts of incoming and outgoin calls residual issues impacting our users. Call Forwading and Simul Ring is still a work in progress. Please disable both features for now. Please power cycle your VoIP adapter, wait a few minutes for the adapter to register online again, then test once more and let us know if you're still experiencing issues with service. Best regards, Wilmer J
Author: Jenny Koenig
Time: 2019-11-22 03:57
Message: yes. same as original message for this ticket. can't receive calls. can't make calls. when we call our cell phone, we get a busy signal. SNAFU. FUBAR.
Author: VOIPO Support
Time: 2019-11-22 08:31
Message: Hello, Are you still experiencing issues at this time?
Author: Jenny Koenig
Time: 2019-11-22 08:30
Message: Background: my wife and I are in our 70s. On 11/20 when she called me at home from her cell phone at 10:39 AM and 10:42 AM, she was driving alone to babysit our granddaughter 50 miles away. Our SOP is that she will call me at home if she has an emergency on the road. Needless to say, it was upsetting for me when her calls came in and I couldn’t hear her. Why wouldn’t I think that something bad had happened? How many other important calls aren’t getting through? We have given our home (voipo) telephone number to family, doctors, those who we do business with, etc. how long will it be before this problem gets fixed? Days? Weeks? More? In retrospect, we wish that we hadn’t given our voipo phone number out to so many people as our primary phone number. https://account.voipo.com/support shows “pending customer response” as the status for this ticket. Even though I’m retired, I don’t have the time or inclination to “follow developments and updates” on your twitter page. IMHO, the status for this ticket is “awaiting voipo response”. Let us know when the problem is fixed. In the meantime, status reports every few days will be appreciated. Some things about the “good old days” were better. We didn’t have these sorts of problems with land lines.
Author: Jamil Z
Time: 2019-11-21 01:56
Message: Hello, Voipo is currently experiencing some calling issues related to the final phase of the server migration that took place over the weekend. Our development team is aware of the issue and is working diligently to restore services. You can follow developments and updates at our Twitter page: https://twitter.com/voipo (You do not need an account to view the twitter page) Best Regards, -- Jamil Z VOIPo.com
Author: Jenny Koenig
Time: 2019-11-21 01:09
Message: This morning (11/20/2019) my wife called our voipo phone (540 212-7622) twice from her cell phone at 10:39 AM and 10:42 AM. She did not hear me and I did not hear her. After the second call I verified that the phone had a dial tone. Later today at 2:05 PM, our daughter called--same thing. For all intents and purposes, 540 212-7622 is useless. We can’t hear the caller and the caller can’t hear us.
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