Outage - 1AM Central

[Xponder1]

Do you work for VOIPo? Just curious

Nope. I have only had VOIPo since December. I found out about VOIPo from the Hostgator forums in a thread Tim posted about the service. However, from my experiences with Tim and the others at VOIPo I have found them to be very upfront and honest. Tim personally has replied to my tickets in the middle of the night on a weekend. The man is dedicated! I know they have spent a lot of time trying to resolve this problem.

I have also done a lot of reading of past threads here on the forums to get myself caught up on their history. The current offer is a really
good deal and I am so confident they will fix the problem one way or another that I was comfortable with paying for another year. This offer is too good to pass up.

Well, not all of these problems are related to Grandstream. The last two outages were caused by their hardware malfunction and a “major breakdown in communication”.
So I wish I could point fingers at Grandstream, but other VOIP providers (like PhonePower) use Grandstream with no issues. Therefore, I don’t understand why they are
planning to recall Grandstreams and replace them with Linksys’. It won’t fix hardware failures on their servers and miscommunication. I’m not trying to be rude or anything
and I hope the Moderator won’t delete this.

Your half correct. You see while the original cause of the problem was a hardware malfunction or a major breakdown in communication 90% of the devices reconnected by themselves. They are set to reconnect every minute right now so they should be hammering away trying to reconnect. From my understanding the Linksys devices all reconnected with no issue.

For some reason it seems they really do not like being behind a router. That is not a VOIPo issue. The Linksys products have no problem being located behind a router. The 502 just gives up for some reason. That sounds like a firmware issue.

As for other providers using Grandstream from reading past posts VOIPo used another Grandsteam device and it worked fine. Just because other providers use Grandstream devices does not mean they use a 502. It also does not mean they are configured the same by Grandstream. My understanding from Tim's replies is that the 502 was selected for 2 main reasons. First it has a built in router (which I have tested and must say I do not recommend anyone use it as a router). Second it makes more business since because Grandstream configures all the ATA's for them. You just hook it up and it connects to Grandstream and updates to the settings for VOIPo. Tim has acknowledged the Linksys devices are overall reliable but Linksys does not want to work with them the way Grandstream offered to. So they have to configure them all themselves.

As for the mod's they are not going to delete your post LOL.

Yes, I am giving them a chance to fix all that, and I’m trying to be patient. But unfortunately I can see that there are many causes of unstable service, not just one. And every time something new comes up….

Actually, the problems really started very recently. There have been many "symptoms" of the problem and they have been trying to address the symptoms as the have been reported which actually resulted in more problems. Addressing the symptoms is not fixing the
underlaying cause of the problem. While its frustrating to have a problem a couple times a week that causes you to have to reboot the ATA 90% of the customers are not having a problem. Overall the service is up 98% of the time even if your one of the minority like you and me with the issues.

Continue being patient and I am positive your patience will pay off.

Yes, I can see that they work really hard to fix all that, and I appreciate that. However, I would praise someone for great results but not for great attempts.

I agree with you. However as I have already pointed out the problem is a Grandstream firmware or hardware issue. If it were a VOIPo issue all of the BYOD folks and the others who have the Linksys would have a issue. I have another 502 that was sent to me and that thing was dead out of the box.

After it warms up if you make a call the moment it connects it sounds like the audio jumps 2000% and its so loud the speaker on the phones can not handle it. Personally I am convinced the 502 is just a faulty product (others opinions may vary).

I like that Tim is always there upfront and telling us what happened and to best of his knowledge why and what they are doing to get it resolved.

>>>>> and they have adjusted accounts on their own for time without service (most companies would wait for the customer to ask credit).
Not true. I am asking for that refund and so far they denied it.
You can try to ask for it and see what happens. This is a reason of my frustration here. Service down for a day – no compensation...

I did not say they gave a cash credit. What they did do and Tim can confirm this for you is extend your paid period for the time without service.
I will not be surprised if they do again either. You can search threw the forums here and find Tim's replies on the issue that very clearly
state what is being done for customers. After all this I am too lazy to search for his exact quote. LOL

Oh, and never has the service ever been down for more than a few hours. How long it takes to resolve it usually depends on how long it takes you to check your email and unplug the ATA.

What I really agree with you is that VOIPo has done a great job of communicating the issues to the customers. Customer service is responsive; in general their communication is great.
But like I said, this is just talks so far. I really hope to see real results. And I hope you share this with me.

I don’t think this has anything to do with overheating of HT502s. After service goes down VOIPo announces the reason why this happened. If it would be overheating then it would be
random and not for everyone at the same time.
Xponder1, thanks for response. I hope VOIPo won’t cut this post.

I would like to see results too. Tim's email this morning and most recent post on the forums lay out a timeline and explain pretty clearly what to expect.
As for the overheating issue well that is something I just brought up today. I thought of it because of the issue with the DSL modem I had. Model's with a
certain serial number (which is hundreds of thousands of them) have a chipset that causes them to get so hot they either die, malfunction, or in some cases
flat out melt. http://www.dslreports.com/forum/r217...-modem-is-junk

I only brought it up because it seems everything else has been looked in to but never has the temp of the device been mentioned. I layed mine down on the
desk and the outside bottom of the unit got up to 140 degrees in a 73 degree room. That is a lot of heat! I have one of those nifty infrared things
for checking the temp and in comparison my new Two Wire DSL modem/wireless router is max 95 degrees. The old modem was really hot and about the exact same size as the 502. It may have nothing to do with heat. Maybe some issues like this other 502 I have here are heat related. As far as the heat goes I am simply pointing out a observation. Electronics hate heat!