topic Re: Nearly THREE WEEKS for voip fix - not good enough in Plusnet Feedback

MORE THAN THREE WEEKS for voip fix - not good enough (Finially Fixed)

HairyMcbiker — Fri, 11 Sep 2009 15:54:07 GMT

I have had a problem with my voip account in that my phone doesn't ring when called.
The ticket was raised on 25th August and apart from some testing this week, nothing appears to be happening to fix the fault.
I have finally decided that it is time to raise a complaint

Re: Nearly THREE WEEKS for voip fix - not good enough

James — Fri, 11 Sep 2009 15:55:54 GMT

No - It's not.
Did you not hear back from us this afternoon? Gradwell apologised and asked for a full list of the settings that you use.
I was about half an hour short of sending Peter an email to voice my own concerns when that came in. Can you put your full settings onto the ticket and we'll get it fired back to Gradwell and I'll chase with Peter if we don't see any action.

Re: Nearly THREE WEEKS for voip fix - not good enough

HairyMcbiker — Mon, 14 Sep 2009 10:58:09 GMT

Quote from: Jameseh
No - It's not.
Did you not hear back from us this afternoon? Gradwell apologised and asked for a full list of the settings that you use.

NO I DID NOT. <b> NO-ONE HAS ASKED FOR MY SETTINGS ON THE TICKET. ANYWAY ALL THE SETTINGS IN USE ARE IN THE THREAD MENTIONED IN THE TICKET, as you well know.
I have NOT had any apology from anyone
If you look at the ticket the last update is 12/09 @22:53

Quote
We still don't have a new update from Gradwell, we will continue to check.

From link:CSA Removed

[Moderator's note by Dick(Strat) Please try not to shout at James who is working to help you.

Re: Nearly THREE WEEKS for voip fix - not good enough

James — Mon, 14 Sep 2009 11:00:44 GMT

That's dissapointing.
I'll drop a mail to Peter.

Re: Nearly THREE WEEKS for voip fix - not good enough

HairyMcbiker — Thu, 17 Sep 2009 18:30:32 GMT

Been getting registration failed on E65 for last 2 days
Nothing heard from pn today.
NOT A HAPPY BUNNY ANYMORE. THREE WEEKS I HAVE BEEN WAITING FOR A FIX!

Re: MORE THAN THREE WEEKS for voip fix - not good enough (changed)

James — Fri, 18 Sep 2009 10:03:59 GMT

Hi - I've heard nothing from Gradwell, which quite frankly isn't good enough.
I escalated your case with a team leader, who then replied after 24 hours and subsequently neglected to get back in touch. when I called for an update the next day, he was on lunch (at 3pm) and would be calling me back straight away. Still nothing.
I'm going to raise directly with Peter when he gets back from holiday on Monday.

Re: MORE THAN THREE WEEKS for voip fix - not good enough (changed)

HairyMcbiker — Fri, 18 Sep 2009 10:41:57 GMT

Puddy came up with a suggestion of changing the proxy & registration servers to sip:natproxy.plus.net. This HAS WORKED. The phone registered straight away (a new thing for past 3 days) and I was able to make and receive calls for the first time ever on this phone.
So many thanks to puddy and no thanks to Gradwell/plusnet for keeping me hanging on for OVER THREE WEEKS to get this fixed.
I still want an official apology from Gradwell & Plusnet over this.

Re: MORE THAN THREE WEEKS for voip fix - not good enough (Finially Fixed)

James — Fri, 18 Sep 2009 10:56:39 GMT

If you don't mind having an official apology from me, I'll be happy to sort something out for you.
I can't find out the underlying causes until Peter is back from holiday.

Re: MORE THAN THREE WEEKS for voip fix - not good enough (Finially Fixed)

Santiago — Fri, 18 Sep 2009 11:02:23 GMT

Good for Puddy, he knows more about this than plusnet these days

Re: MORE THAN THREE WEEKS for voip fix - not good enough (Finially Fixed)

Strat — Fri, 18 Sep 2009 12:43:32 GMT

[Moderator's note by Dick (Strat) Thread locked in favour of http://community.plus.net/forum/index.php/topic,78851.144.html.