Your customer service agent hang up on me.

[leonl]

Well, I got my dell voice number about one week ago, and just half hour ago, I tried to call china for 3 times. Every time after the phone was connected, I could hear what they said, but they could NOT hear my voice. The first phone call lasted about 30secs, the next 2 phone calls lasted no more then 5secs.

Anyway, then I called your customer service by 611.

First thing I was told that there is $4 cents charge for each connection, I had never seen that on Dellvoice website, but... well... thats fine.

Then I asked why the other party could not hear my voice. then your agent started to give me some atittude. Telling me that phone call is connected then there is nothing she can do.Then after I asked her to check my call log, explain to her that if my phone call was connected correctly, there was no reason for me to dial the same number again and again, and each phone call lasted only 3-5 secs. Then your agent started to blablabla, questioned me whether I dialed the nubmer correctly and things like that. If I didnt dial the number correctly then how could I hear their voice? and why you charged me for that phone call???

Then I asked her whether she can open a ticket for me about this tech. problem and possibility of refund, she still refused to give me a clear answer. and eventually, she hang up on me.

Frankly, I was quite glad when I fist know the dellvoice, and refered it to couples of friends right after that, but now I felt really bad about this.

I mean, seriously, this kinds of serivces really suck.

[Jake]

Hmmm, that's not good. No matter what they should not have hung up on you. I am sorry to hear you had service like that, they are normally very good. Maybe I have just been lucky when I called in but the tech staff have always been very helpful and polite.

Did you get the name of the person you talked to by any chance?

With regards to your problem, can you make local calls and hear the other party? And what are you using to make your call - desktop phone or mobile app?

The 4 cents connection charge is quite clear on their home page. http://www.dellvoice.ca/ Look in the "Low-cost international calling" section.

Low-cost international calling

Call over 60 countries with rates starting as low as 2¢/minute plus a 4¢ connection fee.
Purchase international Dell Voice credits.
Dell Voice to Dell Voice calling is always free*
wherever you are in the world.

[leonl]

Hmmm, that's not good. No matter what they should not have hung up on you. I am sorry to hear you had service like that, they are normally very good. Maybe I have just been lucky when I called in but the tech staff have always been very helpful and polite.

Did you get the name of the person you talked to by any chance?

With regards to your problem, can you make local calls and hear the other party? And what are you using to make your call - desktop phone or mobile app?

The 4 cents connection charge is quite clear on their home page. http://www.dellvoice.ca/ Look in the "Low-cost international calling" section.

No, I didn't got her name.
I am using the phone app, and have no problem with local callings.
You are right about the connection fee.

[FONGO_steve]

Can you please PM me the number you called us from and the date/time of the call? I will have this investigated by management.

We follow standard troubleshooting procedure for any issues reported to us so even though the questions may have seemed irrelevant to you, they will greatly assist our agents in better understanding the situation and what has been tried on your end. We can never afford to make assumptions when doing technical support

[leonl]

Can you please PM me the number you called us from and the date/time of the call? I will have this investigated by management.

We follow standard troubleshooting procedure for any issues reported to us so even though the questions may have seemed irrelevant to you, they will greatly assist our agents in better understanding the situation and what has been tried on your end. We can never afford to make assumptions when doing technical support

I understand there is noth your service agent can do about this tech. problem, thats why I asked her to open a ticket fot it. But after I explained everything, instead of telling me whether she can do it or not, she kept commanding me "Im helping you, Im helping you"...

I just reinstalled my phone add, therefor I lost my call log, so, I cant give you the exact time of that call. And also, I am not interested in getting some1 fired becaused of this. But if its possible, can you get someone else to check this tech. problem for me? thank you.

[dibsmft]

You should be able to see your call logs by logging into your account on DellVoice at
https://www.dellvoice.ca/doGetCallLogs but the link in in the menus. The service agent should know that.

One way sound is usually due to problem with ports so could be a problem occurring with you network at the time of the calls. However, if local calls worked at the about same time then the problem might have been (though unlikely) with the freephoneline servers. Have you forwarded ports from your router to the computer running the SIP client (DellVoice).

[leonl]

You should be able to see your call logs by logging into your account on DellVoice at
https://www.dellvoice.ca/doGetCallLogs but the link in in the menus. The service agent should know that.

One way sound is usually due to problem with ports so could be a problem occurring with you network at the time of the calls. However, if local calls worked at the about same time then the problem might have been (though unlikely) with the freephoneline servers. Have you forwarded ports from your router to the computer running the SIP client (DellVoice).

Thanks for the tip about call log.
I was calling them from my phone with dellvoice phone app.

[dibsmft]

I have several voip/SIP clients on my tablet have to be careful that I only have one running at a time. If I run one and then another I will sometimes get one way audio problems depending on the clients ability to negotiate my router NAT. I have forwarded some ports to my tablet and given it a static IP address and that seems to prevent most problems. The Dell client does not allow much configuration but does seem to work well when is is the only SIP service running. If you have not forwarded some ports to the phone you may find that you get one way sound so consider forwarding some ports and see if it helps.

[leonl]

I have several voip/SIP clients on my tablet have to be careful that I only have one running at a time. If I run one and then another I will sometimes get one way audio problems depending on the clients ability to negotiate my router NAT. I have forwarded some ports to my tablet and given it a static IP address and that seems to prevent most problems. The Dell client does not allow much configuration but does seem to work well when is is the only SIP service running. If you have not forwarded some ports to the phone you may find that you get one way sound so consider forwarding some ports and see if it helps.

Thanks for your kind explanation. I have only one voip app (dellvoice) on my phone, and it works fine when I make local calls. So, I guess this is not a port issue?

[dibsmft]

Probably not but it might still be because freephoneline probably uses a different server when routing international calls. What kind of phone connection does the person that you are calling have?

Sent you a pm (private message).

[leonl]

Probably not but it might still be because freephoneline probably uses a different server when routing international calls. What kind of phone connection does the person that you are calling have?

Sent you a pm (private message).

its traditional analog phone line.

[dibsmft]

In that case I suspect that it is a port problem on your phone so check that your router has all the ports needed forwarded to the DellVoice app.

[leonl]

In that case I suspect that it is a port problem on your phone so check that your router has all the ports needed forwarded to the DellVoice app.

I can call local analog phone (Montreal) with no problem.
And I tried to call China again this morning, I can hear nothing but static noice, and of course, clock was ticking and I got charged again.

[dibsmft]

In that case I suspect that it is a port problem on your phone so check that your router has all the ports needed forwarded to the DellVoice app.

I can call local analog phone (Montreal) with no problem.
And I tried to call China again this morning, I can hear nothing but static noice, and of course, clock was ticking and I got charged again.

My guess would still be that you have a port problem. If you can, check the IP that your Dell app on the phone gets from the router. Then forward all the required ports from the router to that IP address and see if the phone works OK. If it does work OK then you will know where the problem is. ..... ports.
Since I suspect you calls were connected according the the way they are charged I guess you have to pay although I would expect the connection charges to be waived since your call failed.