support tickets

**uhf** · 01-12-2010 08:41 AM

I've tried creating support tickets both from vpanel and the voipo site. In both cases I get no email indicating the ticket was received, and they do not show up in vpanel.

**usa2k** · 01-12-2010 09:23 AM

You did them from email? (I see you said so.)
I mostly send via email.

Replies seem to selectively come back via email.
I did get emails yesterday when tickets were updated.
(Mine were reseller related.)

**JimDog** · 01-12-2010 09:27 AM

Try sending an e-mail to support@voipo.com from the e-mail address associated with your VOIPo account. This will automatically create a support ticket with the text from your e-mail.

**mikeb** · 01-12-2010 10:19 AM

I have always received an email verification when submitting tickets in the vpanel. And the tickets are always listed in the vpanel. Call Voipo support and ask why the tickets you created in the vpanel do not exist in the vpanel, 877-99-VOIPO.

**lost_** · 01-12-2010 03:18 PM

Originally Posted by JimDog

Try sending an e-mail to support@voipo.com from the e-mail address associated with your VOIPo account. This will automatically create a support ticket with the text from your e-mail.

I sent a port request to that address and got the confirmation and status update via email (and can see it on the check status page), but no ticket appeared on VPanel.

**ctaranto** · 01-12-2010 03:43 PM

Originally Posted by lost_

I sent a port request to that address and got the confirmation and status update via email (and can see it on the check status page), but no ticket appeared on VPanel.

I don't know if I trust that page:

Check VOIPo Transfer Status
Welcome Craig (508xxxxxxx):
Step 1: Submit Documents: Received on 12-14-2009
Step 2: Authorized and Submitted: Submitted on 12-14-2009
Step 3: Pending Finalization: Transfer Complete on 12-30-2009

Your port (number transfer) to VOIPo has been completed.

My number isn't ported yet, and VOIPo support has no idea (and is no longer responding to my tickets) about the port. 1 month and counting...

/c

**VOIPoTim** · 01-12-2010 03:52 PM

Originally Posted by ctaranto

My number isn't ported yet, and VOIPo support has no idea (and is no longer responding to my tickets) about the port. 1 month and counting...

/c

We don't have any pending tickets a month old. Do you have ticket numbers?

With port requests, we submit them and have very little control over the process itself. It's more or less up to the losing provider to respond. If they do not respond within specific time windows we can escalate but have to follow procedures. Most ports complete in about a week, but depending on the providers involved it can take 30-45 days.

Our system automatically sends you status updated when they are provided to us by the upstream carriers.

**ctaranto** · 01-12-2010 03:59 PM

Tim,

Thanks for your response.

I didn't say my ticket was a month old. I've been waiting for a port for a month. I was patiently waiting until Dec 30 for the port, and when it didn't happen, I filed the ticket: ZPK-245441

It's been closed a handful of times (you've also responded to it in the past).

My point is the link provided above does not give accurate information. I understand the technical limitations you guys have, but don't create a page that give wrong results, and my port has clearly not happened yet.

I would expect that a port that is now 2 weeks past it's "finalized" date would be escalated with the holding carrier.

/c

**VOIPoTim** · 01-12-2010 04:03 PM

Originally Posted by ctaranto

Tim,

Thanks for your response.

I didn't say my ticket was a month old. I've been waiting for a port for a month. I was patiently waiting until Dec 30 for the port, and when it didn't happen, I filed the ticket: ZPK-245441

It's been closed a handful of times (you've also responded to it in the past).

My point is the link provided above does not give accurate information. I understand the technical limitations you guys have, but don't create a page that give wrong results, and my port has clearly not happened yet.

I would expect that a port that is now 2 weeks past it's "finalized" date would be escalated with the holding carrier.

/c

I do show that it's pending and there has been an escalation ticket opened.

Unfortunately our hands are tied in terms of waiting for the losing carrier and our number porting service to address it. We do not handle porting in-house.

We'll continue to follow the escalation procedures to try to push it along.

Once we have an update from them, the estimated completion date will change on the status site and you'll get an automated e-mail.

**ctaranto** · 01-12-2010 04:05 PM

Originally Posted by VOIPoTim

I do show that it's pending and there has been an escalation ticket opened.

Unfortunately our hands are tied in terms of waiting for the losing carrier and our number porting service to address it. We do not handle porting in-house.

We'll continue to follow the escalation procedures to try to push it along.

Once we have an update from them, the estimated completion date will change on the status site and you'll get an automated e-mail.

Thanks, Tim. I'm already out $26 for a month's service at VoicePulse. I hope I don't get stuck with another $26 as this lingers on. Anything you can do to push it along is appreciated.

Can you extend the free virtual number until the port happens? I'm using it as a permanent forward from VoicePulse.

Thanks,

/c