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Review by nitzan 
UPDATED: 233 days ago
member for 1.7 years, 1095 visits, last login: a few hours ago
 Wylie,Collin,TX
 $27 per month (24 month contract)
 about 10 days
 "Cheap, acceptable quality."
 "Shady practices, after-the-fact price increases, apathy, etc."
 "Avoid."
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Disclaimer: I operate a competing VoIP provider. I am very biased. Today however, I am writing as a ViaTalk customer. Read below...
4/8/09: Just updating the review to increase the score. I still think tech support stinks (bunch of arrogant a-holes) - but they (VT) is most definitely not the worst out there.
I first started with VT a couple of years back. They were my first VoIP experience. The first few months were excellent, things just worked. I ended up getting a second line for a friend.
After SunRocket went belly up however, quality degraded, and contacting support was like trying to play catchup with a race car - I recall wait times of 20 minutes on their support line, and email tickets were completely ignored.
To add insult to injury, VT then raised their junk fees twice-fold this year. A service that originally was advertised as "$199 for 2 years" ends up cost $199 + $30 "activation" + $10 shipping + $3.5/month junk fees. I originally thought "cool! 8 bucks a month!" - only to be disillusioned when I realized that the actual bottom line is $13.5/month.
Don't get me wrong- $13.5/month is a great price and I would have bought it anyway at the time had they advertised it as $13.5/month. It is the dishonesty of raising monthly b/s fees on customers who are already locked in and paid for 2 years that gets to me. If you cancel - you're screwed because their TOS ensure you're not going to get your money back - if you don't cancel, you're stuck with a monthly fee that you didn't sign up for. Please keep in mind that there is no such thing as a "regulatory recovery fee" - it is a made up term, and when I inquired about what charges are actually included in the fee aside from E911 - the answer was deafening silence. They arbitrarily decided to raise the price on masses of people already locked into contract, which is quite possibly illegal.
Other horror stories I've had with them include getting disconnected with no warning when my card expired. Instead of sending me a message "hey! your card expired! please update it!" and giving me a couple of days to do so, they just disconnected the line until I had a chance to call them and update the card.
And yet another problem- when I wanted to create a third line for another friend. I got hit with the "send us a utility bill" verification request. I proceeded to open a support case to waive this requirement considering I already had 2 other accounts in good standing- only to be completely ignored. Total apathy. This is what sent me to explore alternative providers, and eventually start my own.
Bottom line: ViaTalk in general is not the worst, and they do have potential. But management (that's you, Brandon!) needs to get their head out of the sand and realize they're dealing with human beings. Apathy is going to lose you customers in masses- you can't survive on price alone - IMHO.
Followup comments:  
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | First line says alot.... "Disclaimer: I operate a competing VoIP provider. I am very biased."
You do realize that it will be hard for someone to think this is an accurate review when you run Future Nine? | |
| | nitzan
Premium,VIP
join:2008-02-27 | Re: First line says alot.... Fully realize  - which is why the disclaimer is there. However this has been my genuine experience with ViaTalk as a customer. As always with reviews- take it with a grain of salt! | |
| | | | | | | | celtic
join:2001-02-08
USA
| said by ptrowski :"Disclaimer: I operate a competing VoIP provider. I am very biased." You do realize that it will be hard for someone to think this is an accurate review when you run Future Nine? Did you notice - (ratings match consensus) | |
| | |
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | Re: First line says alot.... It is not a knock on F9, just reviewing your own company is odd, that's all. | |
| dipswich
Premium
join:2003-06-27
Raleigh, NC | Biased? Maybe, but it's all true! Nitzan admits bias, but if you do the research in the ViaTalk forum here on DSLR you'll see every issue that he's addressed has affected others, too. | |
| jinghui
join:2008-04-28 | Not true Obviously biased.
Future Nine services even worse than ViaTalk, but cheaper. That's a lesson to me.
I was using Viatalk and am using Future Nine. | |
| | pbp776
Premium
join:2007-07-30
Piscataway, NJ | Re: Not true My experience with F9 service always great. Compare to my old provider Sunrocket, AT&T and Lingo, the quality is 100% excellent.
PBP | |
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Review by RB122
UPDATED: 235 days ago
member for 3.5 years, 1091 visits, last login: 4 days ago
Cohoes,Albany,NY
$16 per month (12 month contract)
about 17 days
"Cost, ease of installation"
"Billing credit cards without warning"
"Waiting to see"
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It took a longer from order to live because of the infamous sale.
The service has been great. I had a couple of issues of call quality, but customer service took care of that within minutes.
The website is easy to use, though I do wish there were more phone shortcuts like call forwarding and DND, so that I didn't have to log in to use those features.
Customer service has been very responsive and polite.
I have been with Vonage, Sunrocket and BroadVoice. This service has already surpassed all expectations I had about VoIP.
A Great Value!
Oct 16, 2007
We all know we don't get anything for free, so is the case of the free year of ViaTalk. Today they just started billing for bogus fees without warning. Any business that doesn't keep their customers informed of fees or any charges being made against their credit or debit cards, no matter how small, should not be trusted with the information. I can no longer recommend this company due to this act, poor customer service (first blamed on the infamous sale, then Sunrocket), and finally due to the sound quality going downhill.
Oct. 17
Had to re-score tech support and website since today a rep told me a notice was posted on our account management page informing us of the new charges. I just seem to be blind or the web page is broken.
Oct 17 PM
OK, ViaTalk enabled line two for existing customers. Even with the last couple of days the way they have been, I have to give them a better score for value and Brendan himself has started to put out the fires. Here's hoping that ViaTalk gets back on it's feet.
March 05, 2008
Over the past several months the service has become very stable. Outages have not been noticed and warnings have been posted to the website as well as emailed about any service problems.
Quality is back to where it was when I first came on board.
Though the add on fees are still a pain, they are allowing prepayment of upfront, so no monthly bill.
Great value for the cost.
April 06, 2009
Well now that fees cannot be paid up front, I have left ViaTalk for VOIPo. I tried to get an RMA for the adapter before my annual contract was up, but ViaTalk doesn't change when it comes to charging you when ever they feel like it. They tried to charge my card after trying to get me to stay with them. It is like they never really read your ticket at all. They are really not customer wise at all. I knew from reading the posts here at BBR that I just could not trust them to charge my card every month for fees. Very upset at the moment with the way I am being treated. I wanted to leave on a good note in case things didn't work out with the new provider, but good bye ViaTalk!
Followup comments: | Forums » comments on review of ViaTalk |
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Review by fsgpr
Posted: 236 days ago
member for 1 year, 37 visits, last login: a few hours ago
Saint Matthews,Calhoun,SC
$15 per month (24 month contract)
"Inexpensive Phone Service through our DSL, reliable and works with our relatively slow DSL"
"Had a couple of issues that support resolved, long hold times for support (but they help from the forums!)"
"Great value for the Dollar"
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Have had the service for almost 2 years now. 2 outages in that time, both were resolved by support (once over the forums, were upgrade related on Viatalk's side). We are using with 256K up/1.5 Mbps down DSL.
Do not remember exact install details anymore...
Definitely plan to renew again for another 1-2 years (we got they year free deal).
Followup comments: | Forums » comments on review of ViaTalk |
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Review by squirrel21
UPDATED: 243 days ago
member for 2.7 years, 476 visits, last login: 8 days ago
New Port Richey,Pasco,FL
$19 per month (12 month contract)
about 7 days
"feature set good"
"Occasional feedback; and DTMF tones not recognized. DMZ switching."
"Broke their agreement to give free 2nd year free if pay $199 up front for 1 year!"
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Was not surprised, but they went ahead a billed my credit card for second year when it was suppose to be free if you paid the full $199 up front for the first year.
Updated 03/28/2009 at 22:30 Eastern
Cust service rep did reply the evening of my post that they were sorry and the charge would be reversed. I will update again when I get a response from their billing or when my money is refunded!
For details see »ViaTalk Rescinds On Second Year Free After $199 Up Front
Followup comments:
ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | I assume..... You haven't called them yet? | |
| 
unknvoip
WWJID?
join:2006-07-25
Rochester, NY |  What did they say.
What did they say? Billing error? Will they make the adjustment, assuming you actually signed up during a period while that promotion was active? | |
| 
bigjohn
join:2005-05-26
Woodstock, GA |  idiot.
| |
| | squirrel21
join:2007-03-12
New Port Richey, FL | Re: idiot. Gee, what proof would you want? Should I post all correspondence my credit card bill?
Get real! | |
| | | 
44402812
Hack The Planet
Premium
join:2006-08-28
Plattsburgh, NY
1 edit | Re: idiot. Ignore the FanBoys, Brenden and ViaTalk can do no wrong! He might be able to when he gets a reliable dial tone from them? | |
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unknvoip
WWJID?
join:2006-07-25
Rochester, NY | Re: idiot. Did you read his review or his post? Had nothing to do with dial tone. | |
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44402812
Hack The Planet
Premium
join:2006-08-28
Plattsburgh, NY
| Re: idiot. said by unknvoip :Did you read his review or his post? Had nothing to do with dial tone. The joke went way over your head huh dude? | |
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unknvoip
WWJID?
join:2006-07-25
Rochester, NY | Re: idiot. No Champ, it did not. | |
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Review by ODYSSEY
UPDATED: 245 days ago
member for 7.9 years, 2677 visits, last login: 1 days ago
Raleigh,Wake,NC
$21 per month (12 month contract)
about 15 days
"Lots of features. Good call quality."
"Taxes and extra fees"
"Easy setup, good features."
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July 16 2007 - Day 1:
Signed up with ViaTalk. Waiting for order to be processed and shipped.
July 19 2007 - Day 4:
Started porting process with ViaTalk. Credit card has been charged. Still waiting for account to be setup.
July 22 2007 - Day 7:
Number has been acquired according to ViaTalk's status page. After using the lost password feature I was able to get into account management. Seems the account is not fully setup. I can not change any settings, the number is not in service nor does it have a password listed for a soft-phone. I also sent a ticket for contract buyout with a PDF of my SR invoice. Still waiting on the account to be fully setup and shipping.
July 24 2007 - Day 9:
Called ViaTalk about my account. After waiting 80 mins on hold, support fully setup my account so that I can temporary use my SR gizmo. Support did not know when my adapter would be shipped nor have an update on my port.
July 26 2007 - Day 11:
Number ported from Sunrocket to ViaTalk. 6 days, easiest port ever!
July 28 2007 - Day 13:
Adapter shipped.
July 30 2007- Day 15:
Adapter arrived. Easy install. Simply connected power, Ethernet, and phone. Was up and running (with ViaTalk adapter) within seconds.
After using the service for a few days the only feature I find lacking is voicemail. Messages are not time stamped nor stamped with number. SMS notification is totally lacking, just a simple message telling you have a new voicemail, but not detail of from whom, when, or length of message.
Update - March 05 2009:
While I have not experienced any technical problems with Viatalk; I decided to switch to a pay-per-usage provider because of my low usage. Another deciding factor in switching providers is the ever increasing taxes / fees and Viatalk's billing practices.
Update - March 24 2009:
ATA was shipped back to Viatalk (at my expense) along with a letter informing Viatalk I do not wish to renew my contract.
Followup comments: 
voip user
@verizon.net
| voip service I have had viatalk since March of 2005, I canceled the service today as the same reason of yours. (double tax charge). I am just wondering what phone service you are using now! I signed up skype and have been using it for only 3 months. So far so good with skype! But still would like to know what alternative good service is out there! | |
| | ODYSSEY
join:2001-12-06
Raleigh, NC | Re: voip service I switched to Callcentric. | |
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Review by JEDuncan
UPDATED: 255 days ago
member for 4.5 years, 20 visits, last login: 34 days ago
Wylie,Collin,TX
$8 per month (24 month contract)
about 4 days
"Quick set up, reliable service, tons of options, fast response"
"Nothing"
"They are FANTASTIC and have been since the initial order"
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March 2009 - I still love this service. I rarely have problems and I do mean rarely. In most cases, I just unplug the router after a power outage. That is IT! That is the only problem I have had. The two times I have had to contact billing with a question or the one time with tech support, I had an answer within hours of posting the ticket. Today was no exception. My contract was on auto renewal for the 199.00 a year and it posted to my account. I sent in a ticket an asked for the 6 month extra that is being offered if you renew. In minutes I had my answer, the billing dept added 6 months to my account.
The phone calls are clear. I do not have any break up or static. Most of all I love the features with call blocking - a lot of choices of the kind of block, an emails with wave file attachments for voice mail.
Can't say enough good things about VIATALK!
Elane
2007
I have had their service since March and I JUST LOVE IT!! I was worried about porting the number from VERIZON (the anti christ of phone/tv/internet service), but that went smooth. I took the unlimited 199.00 annual and got the second year free. Can't beat that along with fantastic service!
From the day I ordered until now this experience has been the smoothest sailing when dealing with phones and customer service. The folks at VIATALK have their act together and I am sooooooooooooooooo HAPPY with them.
Some of you will laugh at this, but I love getting a wav file attachment for my voice mails. That is so easy, hassle free and I don't have to listen or wade through voice mails to hear the ones I want!
Plus an added surprise to all of this...I get to save the voice mails from my granddaughter and they are PRICELESS!
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Review by mikealb
UPDATED: 255 days ago
member for 7.7 years, 33 visits, last login: 255 days ago
Albuquerque,Bernalillo,NM
$10 per month (24 month contract)
about 20 days
"Cheap"
"ALWAYS some issue with connections, customer service"
"Terrible connections, poor customer service"
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After Sunrocket folded, I needed a new provider, so a year and a half ago I signed up with Viatalk. What a mistake! I had no problems with Sunrocket, save for an occasional echo. ViaTalk has been TERRIBLE. I have had every issue under the sun: incoming calls going straight to voicemail, one way audio, a weird metallic sound to voices... you name it! I signed up for buy one year, get one free, and I ended up giving up 7 months of free service so that I could get a phone that I could actually use. I just plugged in my adaptor from Phone Power and made a test call... perfect sound quality. What a difference! I would steer clear from this company.
Followup comments: thefoxbox
go fox box go
Premium
join:2004-10-14
Irving, TX | You pay You pay $250 a month? | |
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 Review by Waldothe3rd
Posted: 260 days ago
member for 284 days, 298 visits, last login: a few hours ago
Huntington Beach,Orange,CA
$12 per month (24 month contract)
about 3 days
"Good Value for the money, International calling prices, Qualiry of service"
"none"
"An outstanding service with many benefits"
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I have had two ViaTalk accounts for three years and have had nothing but fantastic service. I love the control panel where one can customize their phone system to their choosing. My wife uses it to call family in South America daily. I can only say, Keep Up The Good Work!
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Review by dad123
UPDATED: 260 days ago
member for 8.7 years, 3240 visits, last login: a few hours ago
Bremerton,Kitsap,WA
$11 per month (24 month contract)
about 4 days
"low price, good quality"
"when they are reconfiguring/expanding things are not always fully tested prior to release"
"Happy Customer"
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Had this service for about a year now. Easy to install the adapter and get up and running. Tech support is generally fast and very helpful. Quality is as good as landline. Overall great value.
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Review by patcat
Posted: 261 days ago
member for 7.6 years, 744 visits, last login: 3 days ago
Georgetown,Essex,MA
$15 per month (18 month contract)
about 5 days
"Read the review"
"none...really."
"Sign up with confidence and get two years for the price of one"
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A happy ViaTalk customer..........
No, I am not a ringer!
I wanted to convey my high degree of satisfaction with VT.
My call quality (riding on the Comcast backbone in area code 978) has been extremely good. In fact, the only problems I encountered with my service were traceable to a crappy "free-after-rebate" router. I upgraded to a draft N, gigabit router with an intelligent quality of service manager. It cost me $70 and solved all issues.
Now, my family frequently has two phone conversations going while I surf the web and download (and upload) off the gnutella network. The router handles all the traffic and the call quality does not degrade. My fax modem in my PC works perfectly with ViaTalk, as well.
So, I recently jumped on the 18-month for 199 service extension special.
Therefore, I must compliment the VT team for a job well done.
EDIT....PS I didn't mention that I take the PAP2T with me to my ski house in northern N.H. I just hook it up to the Cable modem up there and I have flawless phone service away from home.
Followup comments: | Forums » comments on review of ViaTalk |
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