CIA / Cybersurf VoIP Service Review and Discussion

[wshanks]

I had originally purchased my cable modem through Shaw for $60 as I was a Shaw High-Speed Internet customer. It is one of the newer Motorola modems (SB5100). I decided to purchase the voice terminal as, for me, it would net out to $0 after using the phone usage credit.

From what I understand, anyone who currently rents their cable modem from Shaw would need to return it as you cannot use a Shaw rental modem with CIA.com. (It's Shaw's property and since you would be cancelling at least the billing you would need to return their device.)

I haven't tried renting equipment through CIA.com.

[wshanks]

My experience with CIA.com has been listed in this forum under "Calgary - Voip WITH free cable internet $40". I'm now happy with the service.

[jenom]

I would like to know if anyone was able to buy an ATA (analog phone adapter) to use it with CIA/3web VOIP, which did not come from them?
They are using a Motorola VT 1005 or VT1000 ?

There are many other models listed on the internet like: Mediatrix 2102, Grandstream Handytone, Sipura 2000, Linksys pap-2, etc...

Any canadian store selling these ? or similar ? for what price ?

Do they let you use other than their own ?

How difficult is the setup if you buy it from somewhere else ?

Thanks !

[Pro Gamer]

They told me that in Quebec area there is a 10g download and 800mb upload limit (and maybe in Ontario too but i am not sure). Will it be enough for the phone use?

[wshanks]

For the best answer it may be best to call them (1-877-7GET-CIA). However, I believe that Vonage used to use a Motorola voice terminal. Perhaps it was the VT1000? I have a Motorola VT1005S. I wouldn't assume that they would use any other manufacturer's equipment or allow any other type of Motorola voice terminal.

When I signed up I didn't see any Canadian retailers that were selling the Motorola VT1005. You may be able to find it for less than $100 but it does not include the UPS.

The amount of data that would be sent from the voice terminal across the network when not in use would be relatively small. Even when in use it would not be a large amount of data. The bandwidth limits should easily accommodate phone usage but I guess that would vary by person as each person has different Internet usage requirements.

[jenom]

Thanks Wshanks !
Are you with 3web/Shaw service ?
If YES, I guess the "S" in VT1005S means it was programmed for Shaw (?)
What is the Wattage of the UPS ?
Is it just good enough for a cable modem and ATA for a xxx (?) hours ?
I would like to hear from also someone who is with CIA/3web through Rogers to find it out what ATA they use ?
Does CIA/3web provides phone service already through Rogers ?
Perhaps in Ottawa ?
Thanks!

[djino]

They will only support Voice Terminal's Motorola VT1000 & VT1005. You can either purchase from them for $99+tax or you can rent it for $4.95.

Same with the Modem. Either have your own or purchase for $99+tax or you can rent it for $4.95.

So if you dont own either device nor wish to purchase then your bill will be $39.99 + $4.95 + $4.95 (plus any other call features you wish to add ie.. Voicemail/Call Waiting.. as only Call Display/Call Return is included). Long distance calls are charged at 3cents/minute, but they apply a $100 credit towards your long distance calls when made.

I was able to purchase a Motorola Cable Modem (SB5100) from ebay for $35.00 US. What I'd like to know is where I could purchase one of the voice terminals (VT1000 or VT1005) as I cannot find it on ebay. Futureshop/Best buy/The Source by CC dont sell them either. Vonage used to use them but last year they switched over to the linksys model. I even called Motorola themselves and they say they no longer sell the model and its not available in any retail stores in Canada. So I assume the only way to get one is either purchase directly from CIA or find an Ex/Current Vonage person that isn't using their old motorola voice terminal and ask that they sell it for cheap.

Let me know if any of you all know of anyother way to obtain one of the motorola voice terminals.

djino
"wants to buy a VT1000 or VT1005"

[wshanks]

The UPS that was supplied with my voice terminal is the Powerware 3110 (550 VA/330 Watt 120V). Here is the manufacturer's web site:

http://www.powerware.com/UPS/3110_UPS.asp

The voice terminal requires 12V DC as does the cable modem. The voice terminal requies 1A (Amp) and the cable modem 0.75A. I think the suggestion is that as long as you don't plug anything else into the UPS other than the cable modem and voice terminal you could expect up to 8 hours of power. This will vary by the charge in the UPS (i.e. if it's not fully charged or the batteries start to fail). They also recommend changing the UPS battery / batteries once a year.

[wshanks]

I thought it would be helpful to mention that the Motorol VT1000 is a voice terminal and router but it is not a firewall.

Here is the manufacturer's link:

http://broadband.motorola.com/consum...00/default.asp

As you probably already know the suggested configuration when using a firewall and you want to prioritize phone traffic is:

1. Cable modem.
2. Voice Terminal.
3. Firewall/Router.

The Ethernet cable from the cable modem is plugged into the Voice Terminal (WAN port). Another ethernet cable is plugged into the PC port (output) on the Voice Terminal the other end is plugged into your firewall/router (Wan or other input port).

[wshanks]

I have asked when my second Vonage line will be ported to CIA.com/Cybersurf. Thus far I have been unable to find out from any of the agents I have spoken to. When I changed telephone providers years ago they could tell me the day but not the time. I'm surprised that they can't at least give me the day.

All they will tell me is that they will contact me when it has been ported. In the meantime I try calling the number once each day to see if it has been ported given my original porting issue.

[wshanks]

Hi.

Well, I have noticed that I hear "pops and clicks" when on the phone during what I suspect are busy times. Also, the credit I requested via email has not been processed. Today I found out that my temporary fax line is not working and I still don't know my porting date. Their website is down and the help desk line is busy. Also, when I did call the Help desk earlier my call was dropped by them (all agents are busy). If Shaw's Digital Phone wasn't so expensive I would be tempted to switch but it's hard to beat $40 for Internet and phone (excluding long distance).

[wshanks]

When I called about my line2 not working I was advised that I was unable to receive calls on line1 for some reason. They had me reboot my cable modem and voice terminal but they didn't fix the fax line problem (line2). I then tried to call back but was cut off at 10:00pm Mountain Time (closing time).

The temporary second line I have (as a fax line) is apparently now a distinctive ring on line1 as opposed to line2. Here we go again....

Still no porting date on the fax line (Vonage)

The word incompetent comes to mind.

I've had enough. I'm calling Cybersurf.

[wshanks]

I have sent this email to Mr. Mercia at Cybersurf regarding my experiences as a new CIA.com customer. I will post a reply if I receive one.

----------------

Mr. Mercia,

I wish to thank you and your organization for offering a low-cost high-speed Internet and VOIP service in Calgary under the CIA.com brand. As a new customer I must say that the service level I have received from your organization has been mixed but has mostly been poor. I am respectfully requesting a $10 credit for my lack of service. (Account XXXXXXXXXX).

I have a few suggestions that may help improve customer satisfaction:

1. Provide the Internet provisioning date to your customers. I was unaware that my existing Shaw high-speed Internet service would be disrupted for 2 days before it would be provisioned for Cybersurf/CIA.com. This resulted in loss of phone service (Vonage) for two days.

2. Your help desk is open until 10:00pm Mountain Time / Midnight Eastern time. Phone and Internet in my mind have become essential services. I hate having my call disconnected at 10:00pm. This is not a good service habit. Calls are also disconnected when I hear the message "all agents are busy - tous les agent sont occupe". This can happen after I have been holding for a while.

3. Please provide the porting date for a phone number. My first Vonage line was ported but not connected / assigned to my account for nearly 7 days. Callers received a "not in service" message when they called the number. I found out when my credit card company attempted to reach me while I was away on vacation. (I contacted them when I couldn't access my account.)

4. Please update your website to allow the porting of two phone numbers. My original request was processed but the request I had made twice over the phone in the days subsequent to my web sign-up was not processed. I have resubmitted my request (Mar. 11) to port a second Vonage line. I still have no porting date on that line. I, therefore, am still paying Vonage for both lines until this last line is ported. I am also trying to find out if they can put the temporary number I'm paying for back onto line 2 as someone has made it a smart ring on line 1 that based on my inside wiring I am unable to use.

5. Your help desk, in most cases, are unable to provide first call resolution. This results in more calls to your help desk and thus increased wait times. Most of my requests go to the VOIP Administrators. I have rarely received a call back regarding my inquiries or request for support. The request goes to the VOIP Administrators then I hear nothing. This cost me a lot of personal time (30 mins+ on hold usually) and effort and wastes your help desk's time and toll-free minutes.

Here is a problem I see with the call back / email process:

1. When calls are placed to the Help desk the agent that receives the call is the one who responds back to me when there has been a resolution to the ticket. If the agent is busy responding to calls or is not at work then the response does not get back to me in a timely manner.

2. Sending email to your help desk appears to me to be ineffective. I had never received an email response back to my inquiries for support. This was especially frustrating while I was on holidays in the U.S. The toll-free for CIA.com did not work from the U.S. I eventually found a toll-free for 3Web that worked.


Thank you for reading about my experiences. I look forward to a response from your organization.

Thank you.

[Kevin270]

I find it odd that they are charging $1.95 for Call Display Block. I guess that is *67. The CRTC passed legislation in the late 1980s that stated the phone companies cannot charge a customer for blocking their number. For privacy reasons, customers all must have the ability to block their numbers, and it must be a free service to them. Bell wanted to charge $60 per *67 and one time, and the CRTC said, 'NO WAY!'. It's strange that this company is charging for it.

[wshanks]

There is a difference between per-use call display blocking (*67) which is free and automated call display blocking. Per-use call blocking requires the user to enter the star code (*67) before dialing to block the information being sent via call display (name and number). Automated call display blocking is activated on every outbound call without requiring a star code. They charge $1.95 for this feature.

See their website for features: http://www.cia.com/callingFeatures.do

Call Display Blocking – Private Number
($1.95)

This feature will permanently stop your Caller ID info (your name and phone number) from being sent to people you call. When someone receives a call from you it will appear as 'PRIVATE' or 'UNKNOWN CALLER'.

Getting Started
As soon as your subscription has been processed, Caller ID will be blocked on all outgoing calls.