Quote Originally Posted by mdntblu View Post
I am actually very dissatisfied with this service. There hasn't been a day go by where it actually worked correctly.
We just received a call from my sister-in-law and we answered it and there was just silence. And she ended up calling her back on her cell phone.
Why have the service if it doesn't work. How many days until we can cancel? Do we get 30 days? What about my number porting?
I recommend contacting our support department and working with them to check all the settings in your router.

The internet connection and bandwidth used to be the biggest factor for VoIP service quality. Today though, it's the router, that's the most important and available bandwidth is almost irrelevant because most connections have way more than enough bandwidth.

Most newer routers or modems with a built in router have things in them that try to handle all the VoIP traffic and do so incorrectly, so they require tweaking.

Today routers are at least 10x more likely than the internet connection to cause a customer's service to work or not work well. Since all VoIP networks are designed differently, the router settings can be optimized for the way our network is designed.

The issues you are describing are typical of a router blocking our connections. So what happens is the call comes through, but then the router blocks the audio stream when the audio starts. This is almost going to be solved by setting up port forwarding on the router for ports 5004-65000 (UDP) and applying any other tweaks for the router model. Support can help do this.

So your best bet is to work with support to double check all the router settings to make sure things are optimized for our network. If you PM your info, I can have a Tier II tech contact you Monday to go through it.