I have been having a rather severe issue with my VOIP service for quite some time (months). My VOIP provider is not willing to go the distance to help me resolve it. I have had cases open with my VOIP provider, the equipment vendor of the VOIP hardware that I use, and the technical support for the router that I use at home (the router is not intended for residential service. It is something that would be used by a small to mid-sized business and is quite configurable].
Everyone is pointing the finger elsewhere. No one is owning the problem.
I did get the router support to agree to a phone meet with my VOIP provider. But the VOIP provider is refusing to participate. This was a very effective means of resolving these issues [that I used when I worked with other vendors] when I worked on MCI WATS and data lines. We always resolved the issue this way. It certainly was better than each player denying the problem was theirs and pointing to another player.
Nothing is more frustrating to a customer than the the finger pointing scenario.
The audio quality is fine [once we can finally hear each other].
The issue is that [when I answer an incoming call on one of my VOIP extensions] it takes fifteen to twenty seconds after I answer before I can hear the calling party. When this happens, the other extensions keep ringing [even though I have answered the incoming call] until I can hear the caller.
The same is true when I make an outgoing call, it is fifteen to twenty seconds after the called party answers before they can hear me.
Often, the caller or the called party hangs up before the conversation can begin.
Does anyone have another suggestion as to how I might be able to resolve this issue?
Regards,
Fred