support tickets

[uhf]

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]

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]

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]

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_]

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]

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]

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]

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]

We disabled sending out auto-reply notifications months ago when we integrated it into vPanel.

When you submit a ticket from your vPanel e-mail address, it will show up within vPanel almost instantly for immediate confirmation that it was opened.

[MisterEd]

We disabled sending out auto-reply notifications months ago when we integrated it into vPanel.

I get them occasionally , and they look very funky with strange formatting codes in them. Hardly readable.

Speaking of which, when I look at a ticket in vPanel why does it substitute a "/" in place of many punctuation marks?