 Review by tcp1 
UPDATED: 156 days ago
member for 9.6 years, 431 visits, last login: 128 days ago
 Herndon,Fairfax,VA
 $18 per month (12 month contract)
 "LOTS of features, GREAT prices, non-outsourced support"
 "Hold times a little long right now, website is a big clunky"
 "Was good once, but not too thrilled as of late."
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Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)
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6/17/09
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I just want to update that ViaTalk did respond and resolve my problems. I won't be using them for service at my home anymore - as we've moved and have FIOS, but will be continuing to use them at the condo that I use for work when in the NoVA/DC area.
It seems what happens - and what has happened occasionally with ViaTalk - is that "something" will change without notice, thereby degrading the service. You then have to call in and get it fixed (which usually will happen), but it's not always an immediate resolution and you have to work with them.
I will admit the hold times I experienced could be partly my fault - my schedule is crazy, and I tend to call at the worst times.
I still believe the service has gone downhill since I initially ordered it, but their tech support DID make things right and they did respond offering help to my last review. I have therefore increased my ratings accordingly.
I am still unhappy with all the added fees - but I'm experiencing the same thing with XM Radio, FIOS, Comcast, and Globalstar. Seems to be the thing to do these days.
4/20/09
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Two years with ViaTalk, and boy have things changed. I wish I hadn't renewed.
ViaTalk has been constantly bumping up the "unfees" that made VOIP so appealing in the first place. I do not understand why these phone companies keep thinking that they're fooling us with this garbage; you are simply raising rates - please don't pretend that your hands are tied and that it's beyond your control.
ViaTalk used to be pretty reliable - but now, the outages are common, and I get drop-outs with EVERY PHONE CALL.
I have 16/2 comcast service that I'm running ViaTalk under, and the AP has a direct connection from the cable modem - still, constant drop outs.
People complain of echoes all the time now - way more than they ever did (almost never) previously.
Hold times are still long, and features don't always work as described.
I will be switching once this term is up, which will unfortunately be after another 6 months or so with viatalk.
5/16/08
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It's been a year now, and I'm still pretty satisfied with ViaTalk. Yes, you still have to hold a while to get in touch with them - but it's NOTHING compared to the horror that was Vonage. I'm moving, and I'll take them with me.
Service has been pretty solid - I'd say 98% uptime. There have been a couple outages over the past year, and few lasted more than a couple hours. I'd say Vonage had slightly more uptime - but at least ViaTalk acknowledges their outages and lets you know they're working on them.
That, and the amount of services/features you get with VT is way beyond that of Vonage. I've found the new second line feature pretty useful, even though it's still one incoming number (but it's free, so..)
One thing VT offers again, that I have to reiterate, is one thing Vonage could never get right - and that's ACR/Call blocking. It's saved me from tons of annoying calls that I had no choice but to let through with Vonage.
3/27/07
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Just ordered Viatalk's $199/2yr unlimited package (which just went up to $229 on the website as of today). Total came to $238 with fees - still about a third what I'm paying for Vonage!
My order was processed in a day, and I got my softphone working within an hour. There's a bit of a delay right now - but I'm not sure how much of that is due to the softphone and how much is ViaTalk.
I'm not anticipating fun porting out of Vonage and dealing with the cancellation thereof, but that's got nothing to do with ViaTalk.
A big reason I went to ViaTalk is due to their CS reputation. I'll say from my first (albeit very brief) experience, I'm content, but not overwhelmed. I waited on hold 22 minutes today, after trying twice last week waiting 30+ plus and giving up. At least they tell you where you are in line, but strangely had that number go UP a few times on my previous call.
I had called to check that my LOA for porting was received.. The guy was clear and concise, but seemed less than thrilled to be on the phone. He got the job done though; maybe he was just having a bad day.
The website and billing system aren't the most intuitive or well laid-out; they user ModernBill for billing, which is a rather cheap COTS e-commerce package that I've seen at a lot of cheap ISPs (ViaTalk is owned by HostRocket) - although I hear they may be switching this out.
So far, so good. Very good, but not fantastic.. However, I'm still waiting on my ATA and the port. It's still early, and their features are killer and their CS/TS at least seems competent and responsive. Thus, they've already beaten Vonage by a mile.
4/16/07
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(UPDATE - from my posted response)
Transfer finally went through last week - without a hitch.
I've had zero problems at all with the service since it's started.. The softphone is great, and I finally have ANONYMOUS CALL REJECTION! Which means the fax and telemarketing calls (that have obviously been ignoring the do-not-call list) have stopped.
The number transfer was painless on ViaTalk's side. Cancelling Vonage was a pain, however -- they just wouldn't take "No, just cancel" for an answer. Not ViaTalk's problem, however.
As for the service as I can tell so far - No problems, no drop-outs or delays. I was a little displeased that the ATA is just that and not a router.. (so now my ATA is behind my router - which does not have QoS - so I anticipated some glitches, but had none - probably because of my cox 15/2.)
So far, I'm very pleased with ViaTalk.
I'll update in a few months once I've used it a bit longer.
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