customer service

[abhanwa]

I hate to say it but the customer service that is provided by Freephoneline.ca is very bad, people who are not trained properly should not work in Customer service area's. For example my freephoneline phone has been working for the past year or so. Since yesterday it states cannot login to to server. I have trouble shot with 3 different seupport staff. The best was the last person

Please SIR can you indivudally type in the port forwarding for each port. when I asked them why the port forwarding using Ranges is not acceptable their answer was this is how I was trained, when you ask to be transerferd to someone who can assist they either FOB you off with well unplug wait 10 minutes and everything will work or they hang up the phone. They say their phone in not capable of transferring the call to someone else or everyone is on the phone

Why are most of the organisations in Canada like this ?

why can organisations get away with sub standard Customer Service.

also this SPA box was bought from freephoneline....................but yet they are denying they sold the box to me

another example of POOR customer service...............

[FONGO_steve]

We have never sold the Linksys SPA line of ATAs. Before our current Grandstreams we sold the PAP2T series from Linksys only.

When it comes to VOIP it's our responsibility as a service provider to ensure that the service is operational on our end and between us and you. When it comes to third party devices such as ATAs or Routers which are not sold by our company we are not obligated to provide any support for them. Since we provide the basic service for free I'm sure you can understand how it wouldn't be cost effective to start providing phone and email support for hardware/software that doesn't come from us. By the sounds of your message the agent did try to provide some assistance with port forwarding which was certainly kind of them - they did go out of their way to do that as we usually wouldn't start supporting third party hardware directly like that.

I will still be sure to pass your complaint along to management as I feel it should have been better communicated from our agent in regards to what we do/don't provide support for.

[dibsmft]

In an earlier post you mention that you did not get the 3102 from FPL.
What is the problem with your 3102? If it did work an now does not it means that something must have changed - your network, provider, ATA configuration etc. What ports have you forwarded and how. Does the ATA hace a static IP? What IP address does the ATA show as the external address? (I have a 3102 but not configured to Fongo).