Service Issues

[VOIPoTim]

Dear Mr. Dick:
I am a new VOIPo customer and have my VOIPo device connected directly to my cable modem. It is unfortunate that I potentially have already joined the list of customers with chronic issues. I have business class Internet service from Comcast and stream music all day (through a router) without issue. It's the stupid VOIPo device has problems.

I chose VOIPo because I have been a HostGator customer for several years and thought it was worth the effort to switch. Now I miss the stability and 24 hour telephone support. US based support was attractive but what's the point when I experience an outage when all of you have gone home for the day? HostGator has 24/7 support, why can't VOIPo? Furthermore, I don't like being forced to use live chat and email. I don't use Twitter so don't tell me to subscribe to Twitter for system status messages.

I welcome your comments.

Regards,
Tim Burkart

Do you have any ticket numbers I can review?

I'm happy to have a Tier II agent review your history and get in touch with you to troubleshoot and see if there's something we can do to resolve your issues.

We don't offer 24/7 support for issues on the customer end, but if there issues on our end that affect our service, they are resolved 24/7.

Update: One of our Tier II guys was able to find you by name and contact you. He says a replacement is being sent out to see if a new device resolves your issue and that he's going to followup next week to see if it doesn't and continue troubleshooting if not.