Thoughts

[VOIPoTim]

Her is a Major issue a well a way to monitor hardware devices. I have a clients ATA who has been down for 2 hours and I have no way to look at logs or the device to help trouble shoot it and support is now close for the weekend.

What kind of information are you looking for? VOIPo really doesn't have a way to monitor hardware either. We can tell if it's connected or not but not a lot else. We simply walk customers through connecting on the phone and worst case we just use remote desktop to connect to their computer and login to the adapter remotely and make sure their network is all setup correctly.

99% of the time when a customer is down, it's an issue with their router or modem. Usually it's something like the IP changed and is easily resolved by simply rebooting all devices (the modem, router, and adapter all). Have you tried having her reboot everything (not just the adapter)?

We monitor our network very thoroughly 24/7 and if there are issues on it, they're corrected around the clock.

I think over time you will see that 99.9999% of issues your customers run into will be related to their home network, ISP or routers and are going to be resolved by just working through their home network issues and making sure they reboot, etc.

Unless our system is down or there is a problem with it (which we monitor for 24/7), the only variable is the customer side. There's really no magic to VoIP support. If our system is up and running and working for tens of thousands and a customer is having issues, logic says the issue is on their end.

You'll need to work with your customer to troubleshoot their network. There is very little that we can do for issues not on our end.