Stay away from ViaTalk!!
WARNING! STAY AWAY FROM VIATALK!
Before you read this, I want to express that this is MY experience with ViaTalk. If you are going to
get "bothered" by someone expressing their opinion, then do not bother reading this. I am not interested in
your "wonderful" experience that you want to claim you had with ViaTalk - just warning others based
on the horrible experience I had.
** I have heard from a couple of people who have claimed they get good service from ViaTalk. A couple were very polite and well spoken,
and one who was irate and obviously lacking a college education (I think it may have been a ViaTalk employee).
For those who stated their thoughts politely, this "footnote" is for you and thank you for your feedback. I do believe
in being fair.
This is just MY experience with them at the time of service for anyone doing their homework
before making the decision to go with them.
This is a warning to anyone out there considering switching from their reliable, but expensive
phone service.
My wife and I recently acquired broadband service for the computer.
With this type of service, one can switch to an alternative phone company for about 1/3
of the fee of their regular phone service.
Sounds tempting? Well, listen to this….
Once we switched over, we had nothing but problems. First out phone service started
out as unreliable. For some odd reason, when we called from our house, the caller ID
number that was showing up was on the receiver’s phone was the fax number to the Health
Department! (can you imagine??) We had to make a couple of calls to get that straightened out.
Things they did not disclose until a contract was signed include the following:
- we were advised that if power is lost, so is phone service.
- When calling 911, they cannot tell where you are calling from, as your phone is routed from another phone.
This could be serious. (I have been told that this has been fixed. Please check into it before signing up wiht service)
- Only one phone jack can be used in the whole house. (we had to spend over $200 on phones that
only require one jack)
The straw to break the camel's back was when I was working on a project that was due the next day (via the internet),
and the service stopped working. I was not able to finish my project. We called and told
them that we decided to cancel our service. Immediately, any type of support ended.
We had only been customers for two weeks and had another two before the month was up.
They refused to hook our phone back. Instead, they kept sending us codes we needed to
type into the phone and the computer, which none worked.
Needless to say, it was a costly lesson to learn. I wish I had seen a warning letter like
this prior to switching over. It would have saved me a lot of time and money, not to
mention the two weeks of stress caused between not having any phone service and trying to
deal with these small-timers who have a long time to go before they will be able to
successfully run a business. Don’t let them make a lab rat out of you, too!
If you have any questions, please feel free to e-mail me so I can talk you out of making a
horrible mistake.
Once they knew we were going to disconnect, they did not return any calls, which led to my placing this page on my site. If you would like, I will add your experience to it as well. Sorry to hear about it. I hear your pain!
Bobby
Click here to contact ViaTalk and cancel your contract before it is too late!
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(others' complaints)
I've had ViaTalk for about three months now. It has been a disaster. Nothing but noise,
delayed conversation, (like talking on a walkie talkie) and now I have no phone service at all.
Now I get a dial tone but can't dial out or receive phone calls. Also the ViaTalk web page is no
longer there. I'm out about 308.00 for two years of service and all I have to show for it is a
Linksys router which also cost me a one time fee of 45.00. Please tell me how to get in touch with them.
William
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(from Thomas)
Hi Bobby,
I'm sad to hear that you experience was so terrible. Mine was quite
the opposite (see my review at http://www.betterphone.org). We had
tried skype, but had nothing but troubles, disconnected calls, can't
hear, echo, delay ... so my wife said DITCH IT. Next thing I know
I'm browsing customer reviews at broadbandreports.com and ViaTalk
stands out. I ask a few questions upfront, but then take the plunge
and order the service with the intent to test it thoroughly for the
first 14 days (then you can still get the money back) and then make a
go/no go decision.
I have to say I had to put a lot of effort into it since their
Austria rate is exorbitant and I had to work around that, also we
did have some call problems, not very pronounced. Long story short,
my router was the problem and I got a new one and since then
everything is crystal clear. Even my wife is happy, and if she ain't
happy, ain't nobody happy.
Maybe it helped that I have a technical background and could
communicate with the reps on a different level, or just that I got
the sense from them that *this will work* and they're not gonna rest
until it works, and neither would I.
Aside from the router it could have also be a problem with your ISP,
and I was hoping it wasn't that because that's harder to fix than
just buying a box.
It took me 13 days and 17 trouble tickets to get to where we are now,
but I'm 100% sure that with the right router I would have been
operational on day 3 and smooth sailing.
That's part of the reason for my site, to give people a sense of what
they can expect, and maybe some lessons learned. I guess our sites
are similar in a way, even though the recommendations are
different. I hope you have more success with whatever technology you
choose next, let me know how you make out.
Thanks,
Thomas
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We switched to Viatalk when Sunrocket went out of business. They were backed up because so many people
were switching. We paid a premium of $15 or $20 for a rush on the device. We paid another $15 or $20
extra for faster shipping. The device never arrived. Viatalk does not respond to my many E-mails and
will not answer their customer service phone number. They just put you on hold indefinitely. We still
do not have the device. It has been at least a month, possibly longer (when did Sunrocket shut down?).
However, ViaTalk sends us bills and E-mail threatening to shut down our non-existent service if we do not
pay them a monthly fee of $2.50. I do not know what the monthly fee is supposedly for. We paid annually.
We paid them around $250.00 up front and we got nothing but a bill and some threats.
DO NOT CHOOSE VIATALK. It is a mistake.
By the way. Thank you for having this page. People need to be warned. I
wish we had been. All the reviews that we could find at the time were good.
I should have used the search that I used this evening "Viatalk sucks" I
was surprised how many results I got.
Barry Jensen
Michigan
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2007
I back you up. Extremely bad customer service. I don't care if they sound bad but they must be willing
to help which most were not. I was hung up on several times and when you mention moving service because
of the quality, service takes a huge turn for the worst. The service does require a little technical
know how and with the right amount of bandwidth the service will work right. Just don't download or
more like upload extensively during a call or the service won't work. The issue with the phones, well
that's a limitation with the technology, it's not just Viatalk it's common with all VOIP's of the same
class. Well there are many complaints and I finally got rid of them because of the poor quality phone
service and customer service. I would not recommend this as your main phone line at home unless you
have reliable cell coverage. Look into phone service through an Internet provider like DSL or Cable.
It'll be more consistent but will still not work if the power goes out.
Please post on the web site
Daniel
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2007
I was a Sunrocket customer, never had any problems with service. After Sunrocket quit, I made the
mistake of signing up with Viatalk. I paid for the annual service, rush delivery ($9.95), it was supposed
to be sent same day if I signed up before 2pm. I did. 13 days later (!) the router finally arrived.
After that there was a problem after another. We couldn't dial out, we couldn't receive any calls
("this number is not in service"), voice mail was not accessible, quality was horrible etc. Calling Viatalk
customer service is a joke. Last time I was "caller #13", then 14, 13, 12, 13, and so on. Since I didn't
subscribe for some kind of a premium customer support, my call was bumped for over 90 minutes.
After 30 minutes of waiting and still on hold, I called another VOIP, Packet8, and got through immediately.
They gave me information about their service. After I had been on hold for 70 minutes with Viatalk,
I called Packet8 again, got through immediately and I signed up with them. When Viatalk finally answered,
they didn't offer any help for the whenever working phone line. I sent a service ticket to Viatalk cancelling service (after my number had been ported to Packet8) and cancelled my service.
They will only refund 50% of the remaining contract (14 day trial period), so I am out of $100.
I did get my $9.95 rush delivery charge back. If you are looking for a good VOIP system with excellent
customer service, do not go anywhere near of Viatalk. With their customer service or lack of it,
they should sink faster than Sunrocket.
If Viatalk had at the end paid me back all the remaining months since they obviously couldn't
provide the service they promised, I would not have posted this. I will also make any formal
complaint I can to authorities.
LP, Georgia
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2007
Hey man, I just signed up for viatalk. I read the reviews on your
page and also on some other website before signing up... I decided to
try it even though there are lots of bad reviews because I'm an
optimist, I guess.
Anyway, I wanted to comment on one of the things I read on your site,
which was that someone paid up front and then was being charged $2.50
monthly and didn't know what it was about ... I agree it's not
prominent on their site but they do say that they charge fees beyond
the actual subscription price, same as Vonage does... it's $1.25 for
"regulatory recovery fee", another $1 for E911, and the remainder for
the universal service fund (USF). Actually Vonage charges only $1
for the regulatory recovery fee but otherwise it's the same. So I
already know going into it that I'm paying $199 up front for the
first two years plus the fees which are charged monthly.
It's possible that this information wasn't on their site before but
it is now. I just ordered yesterday so I haven't received the
equipment yet. If they crash and burn with me too I might send you
another bad review to post.
Jonathan B.
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2007
I am a computer junkie, so i understand how VOIP works. Other than horrible customer service from "Eric"
at ViaTalk, I haven't had any problems until 3 days ago. I tried to call my ViaTalk line from my cell phone.
I heard a message "this number has been disconnected" I went home and noticed I still had a dial tone and
could make out going calls. I called via talk. They told me that my previous VOIP provider has "slammed"
my ported number. Which is an illegal practice. I was with Sunrocket before I was forced to change services
after Sunrocket went under. Right now i am not able to receive calls and trying to resolve this issue.
When switching to any VOIP be ready for phone outages and obstacles to over come.
David G.
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March 4, 2008
If you're interested in posting yet another warning about ViaTalk
here's my 2 cents:
My experience with ViaTalk has been terrible. I'm a pretty easy to
please guy but the voice quality of my ViaTalk account has degraded
from bad to useless. There technical support has not offered any
useful advice and the amount of time I've spent on hold with them is
worse than the DMV. I'm now switching my service but ViaTalk is
sitting on my phone number refusing to transfer it to my new
provider. I'm told that by law they have 50 days to transfer the
number. It's now been 43 and I have no doubt that they will wait out
to the last second and squeeze me for the last possible penny they can
get from me. ViaTalk has been the worst consumer experience I have
ever had.
Darrell
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May 12, 2008
Here's my experience,
Ordered Viatalk to get away from AT&T. Equipment arrived a few days later. Opened the box and found
that I had been shipped used equipment. Besides being used - the equipment smelled burnt, like it shorted
out with the previous user. Called Viatalk - was rudely told that they do not guarantee that you will
get new equipment and if I did not like it I could cancel. I asked how to cancel and was told to go to
their websit. Did as I was told and now will see if my credit card is refunded.
Kevin
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June 15, 2008
Hey Bobby,
Thanks for your website, I was thinking about switching over but now will reconsider it.
I did call tech support because I had a question about BYOD service with a sunrocket adapter.
While they didn’t have any instructions for configuring it, they were honest in saying that I would be
responsible for setting it up and that there should be info on the web to set it up, as people are using
them with their service. They had instructions for some adapters, just not mine, and I have since
learned how to configure it. The wait time for tech support was about 5-10 min. and was told there
was 1 customer in front of me when I called. I was somewhat surprised by their willingness to talk to me
(without being a customer) about the adapter from what they knew and probable things that would have to be
changed. My question is – do you think they may have improved their service. I noticed the last post
was from 5/12 so figured I give you my experience, although I may now wait before I jumps ship from Packet8.
Thanks again for your site.
Craig
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June 16, 2008
Just a little thing for your page:
If ViaTalk thinks you're going to cancel they will block your email address so that you can't
send them tickets or email. I put in a cancellation request on March 19th of this year, and
as of today (June 16) they still have not processed it, and they even continue to bill me.
I found out today that they blocked my email account without warning. ViaTalk is absolutely
a criminal organization.
Jesse
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August 9, 2008
I ABSELUTLY AGREE with you,, viatalk is absolutely the worsted voip company to have service with, I personally
willing to give you all the power necessary to let the public know this company is a fraud, their customer
service is almost none existent, you have to wait as much as an hour on the line for a goof ball to answer
you and tell you to go buy a new phone.
I had so many problems with this company I can’t even list them all.
Examples,, while I’m talking on the phone people telling me that I keep pushing
buttons on my phone thinking that I’m recording them, that even happened with viatalk costumer service
themselves,, there own customer service told me while I was talking to her “ IF YOU DON’T STOP PUSHING THE
BOTTONS ON THE PHONE I WILL TERMINATE THE CALL”,, which she did,, she simply hang up on me after I waited
approximately an hour to speak to a rep,
I had VoIP service with another VoIP provider up until 4 months ago, and never had a single problem,
The problems with viatalk service are endless,Via talk also dose there OWN ranking to fool the public that
they are the top VoIP provider, which is a fraudulent act on its own,
Continue to warn people about this BS company.. you have done a great deal and honest Reviews about
what viatalk is all about,By the way I only described 1 issue with viatalk,, there are many more to list.
And too many to list,VIATALK SUCKS, it’s a scam, it’s a fraud, continue to warn people about this company
If you need my help to expose what viatalk is all about, I will be glad to help,The news about this viatalk
need to be on top of Google search. I’m in all out favor of bringing this company to shutting down,And I
personally thank you for exposing them. My only request don’t publish my email address.
TX
Keep up the good work
"Ilan"
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*** This one was a lot of info, so I placed the link. It is worth it to click on it and read the information.
September 4, 2008
Here the CEO posted my telephone on the internet!!!
http://www.dslreports.com/forum/r21055372-WARNING-VIATALK-SCAM-POOR-SERVICE
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January 22, 2009
Hi,
Please do not publish my email or name. My Viatalk experience was fine when I first signed up
two years ago. But the last year there were many problems with not being able to hear the other person
or them not hearing us. Or even no dialtone or any service at all. Then I would call Viatalk - on another
phone because they can't hear us on the VT phone. They would fix things or have us check our
router settings etc blah blah blah. Always our equipment has to be fiddled with not theirs.
However if you go to dslreports.com many people will post the SAME problem on the same day. Example
someone will say 'one way audio' and many others will report the same problem. Then VTBrendan will post-
he is the CEO- and will ask for your number so he can check the problem. I think if he spent as much time
fixing problems as he does posting on dslreports acting like he is fixing things, then things might get fixed.
I suppose their problem may be a situation of where you live. I live near Boston so maybe there is
a bad Viatalk router somewhere? I am using Ooma.com now so we will see how that goes. You can buy
them at Bestbuy or Amazon.com which has excellent ratings on Ooma by customers. I will post my
report after a month or so.
Thanks and don't go with Viatalk.
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February 21, 2010
thank you thank you!!!
I have been arguing with viatalk for weeks. I have been a loyal customer for years. I was having issues
with callers not hearing me or me not hearing them. they have repeatedly ignored me, kept closing my
ticket and my phone was not working so I could not call them. I finally said close my account because
its not working and then they slammed my checking account Saturday night with fifty dollars. In this
economy, doing that to a mother with three small children is outrageous!! Instead of helping me, they
charged me saying it is on their website. They did not give me an option on sending the equipment back
before cancelling me and draining my little money out of my bank. They have written me nasty letters and
have STILL not addressed that it did not work in the first place. I am looking for a way to vent and I
appreciate your website. If I could clone it I would. Feel free to use my example on yours.
I will continue to post my thoughts on as many forums as I can find.
THANK YOU
LISA
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March 29, 2010
We have had viatalk for a few weeks now. Yes, the line goes dead etc. The other problem is
the power will go out in one room and is on in another. It seems since we got viatalk. Do you
think there is a correlation? We have to see if it is some ground wire, but it seems since
we got that phone we had power problems.
Betsy T.
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Email me if you have any questions