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VOIP Nightmare

I've been a happy Teksavvy internet customer for several years and even moved my phone service to Teksavvy (through Bell). When they announced their VOIP service I happily purchased a Cisco phone adapter (from Teksavvy) and subscribed to the service.

Then the problems began....I have had all the phone issues mentioned in other posts and a few more; however, the worst thing is I cannot make an outgoing call....it reverts to a fast busy.

I have raised several tickets via EMail waited the requisite 24 hours and had no response. In mid-September the same thing happened and I ended up launching a complaint with the CCTS (total downtime 5 days). Now less than a month later, again, I cannot make outgoing calls....same thing for service...report and wait ...report and wait. Yesterday I launched a BBB complaint. Downtime this round is now at the 4 1/2 day mark and counting.

I once thought Teksavvy had good service but they are burning through 7 years of good will very quickly.

Has anyone else had similar experiences?
 

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dougF: Do you have your TekSavvy adapter connected directly to your modem? If not, give that a try, and be sure its IP Address is a public one rather than one that begins with 192. You will need to insert your PPPoE login details into your ATA. It's been a long time since I've done this so I'm afraid I wouldn't be able to give you better details, but hopefully someone else here will if you can't figure it out. There have been some reports of Speedtouch modems interfering with VoIP when they are acting as a router, so if you aren't already set up this way, it would be a good thing to try.

To anyone who is having a problem in which you make an outgoing call and get a reorder (fast busy) tone: do you have access to the system tab in admin/advanced? If so, let's set up a syslog server and find out why the call is getting rejected.

m.
 

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Several posts removed.

The subject is TekSavvy TekTalk (VoIP) Experiences

This thread is NOT about Teksavvy Internet service, it is about the Teksavvy VOIP service.
We have several threads in the following forum where you can discuss Teksavvy Cable and DSL internet service.
http://www.digitalhome.ca/forum/forumdisplay.php?f=28

Please confine your comments in this thread to discussing the VOIP service.
 

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Re: TekTalk Problems

16 days later, my tektalk worked for 10 minutes. I safely can say that I spent no less than 75 hours waiting on hold, speaking with tech support and trouble shooting. Needles to say, I switch back to LAN line. I hope the transition to LAN goes smoothly, I'll keep you posted. The switch will occur on the 31st of October.

I am now trying to get some money back for the ATA and the time that tektalk did not work. I will keep everyone posted.

Too bad Teksavvy dropped the ball on this one. If they ever get their act together on tektalk I might consider tektalk. The reason is it worked great when it worked and voice quality was excellent.
 

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The issues you're having sound to me like they exist on Teksavvy's end... nothing to do with your ATA.

I have 6 VoIP lines in my home, from 3 different providers. (Callcentric, Link2voip, and Voip.MS) which I setup myself. I've never had any issues like you've described.

I'm using 3 SPA2100 ATA's ... I password protect them and then connect them to a DMZ port on my router... this way they are not fire-walled... no risk of blocked ports.
 

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VOIP Nightmare

An update, I have not been able to make an outgoing call for 17 Days now. Teksavvy said they "escalated" the problem over a week ago.

My service was up for a few weeks then went down so I beleive the problem is on Teksavvy's end.

Imagine not being able to make a call from your home phone and your provider ignoring your "EMail" pleas for help.

This is not the service one expects from any vendor.
 

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dougF, with all due respect, Mango gave you an excellent suggestion on resolving the problem 13 days ago and you never responded.

If you are not going to help yourself then why post?
 

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I signed up with TekSavvy the first week of August, for both internet and voip. No issues at all with the internet, I am using my own SMC gateway.

The first Linksys voip adapter I was shipped was a brick though. I hadn't used voip before, and spent about 10 hours trying to troubleshoot. This forum was a huge help in that. The instructions that come with the unit are sub par. I am not a superuser, but I have been around computers for 30 years, and can follow instructions if they exist.

Many calls to them to have another Linksys box shipped, but it came, and worked well. I also had the delay, but it wasn't too obtrusive.

Until the 26th of October. Now, I, like a poster above, cannot dial out.
I called TekSavvy from work, but was told there are no issues with the account, or on their end. I connected the voip adapter to my computer, but it needs a username/ password to access, which I don't have. So, I can't try Mango's advice to resolve. Nothing was changed on my end at all during the last few days.
 

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If anyone is interested in troubleshooting some more, let us try to factory reset and re-provision your ATA. If your ATA is also your router, and it handles your PPPoE login, be sure to have your TekSavvy login details handy; you will need them in order to connect to the internet when we're done.

1. Reset the router to factory defaults by dialing the following in a phone connected to line 1:
a) Dial ****. You should hear a recorded menu.
b) Dial 73738# and then confirm by pressing 1.

2. Using a PC directly connected to the ATA, visit this website: http://192.168.0.1/

3. Click "Voice", then "Admin Login", then "Advanced", and finally the "Provisioning" tab

4. Enter the following in the "Profile rule" field and save your changes.
[--key $SN] https://p.teksavvy.com/spa/$MA

5. Once the ATA is finished saving the changes, make a test call. If it doesn't work, power down all your equipment, wait 30 seconds, and then power everything up, starting with the modem, then router if you have a separate one, and then VoIP ATA, waiting some time in between to allow each device to fully boot.

6. Make a test call. If it works, wait 10 minutes and verify that incoming calls also work.

Please let me know if this procedure works.

m.
 

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Mango, thanks for taking the time. Folks I recommend you give what Mango suggests a try as he is the expert here and could quite possibly solve the problem before Teksavvy.
 

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My phone started ringing this morning. I hadn't done anything else since my last post, but according t TekSavvy, this wasn't an issue on their end. :rolleyes:

I'm now going to use Mango's how to setup Linksys in earnest.
 

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Thanks for reporting back Kwai Lo. Please keep us posted with any updates.
 

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I'm using the following dialplan:

(911S0|[2-9]xxxxxx|1[2-9]xx[2-9]xxxxxxS0|[2-9]xx[2-9]xxxxxxS0|*xx|*xx.|[3468]11|822|0|00|[2-9]xxxxxx|4XXX|**275.|xxxxxxxxxxxx.)

Is there anything I can add/modify to get rid of the connection delay when dialing out?
 

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blahzay, please see posts #5 - #7 of this thread
 

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Sorry - I should have been more specific. I'm using the dialplan I've posted above, as it seems to have a couple of advantages (911 string being listed first for example).

I'm also trying to learn about dialplans, so I'm wondering which specific part of the plan Mango posted addresses the dial out delay.
 

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Re: TekTalk Problems

As promised here is my update.
Teksavvy dropped the ball on porting the number from Tektalk to LAN line. :eek: They wanted to extend the porting date. When they informed me about the delay, I requested that they cancel the porting and keep my TekTalk going. Lo and behold, they canceled my TelTalk. I couldn't get any messages over the their portal. An hour later with customer service, I got it back, however, the phone did not work, no call in or calls out, at least we were getting messages through the web portal.
While all this was happening, the feeling helplessness was awful. I was frustrated and angry with Teksavvy that I almost canceled all my services with them. After calming down, I realized that forwarding feature still works on TekTalk. I forwarded the home number to my cell. It was annoying getting calls for the kids while at work. A light bulb flashed over my head, if I can forward the number to my cell, I can forward a number to a voip number. I sign up to VOIP.ms. It literary took me 15 minutes to setup. Since I already own the ATA and TekSavvy wants to charge me $25 restocking fee if I return it, it made perfect sense to keep it and use it with VOIP.ms.

I am happy with VOIP.ms service, no interruptions, voice quality is excellent and is cheap with full features. I just requested the phoneasamadi number to be ported to VOIP.ms.


Mango, I have tried your method numerous times with no avail. The registration on the ATA fails. Tech support kept tracing the calls but could not figure out what went wrong. Like I said earlier after spending more than 75 hours with tech support is too much for one person to handle.
Sadly, TekSavvy relies on a third party for their system and I believe that is why many people are having issues with TekTalk.

Good luck to everyone:)
 

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I'm using the following dialplan:

(911S0|[2-9]xxxxxx|1[2-9]xx[2-9]xxxxxxS0|[2-9]xx[2-9]xxxxxxS0|*xx|*xx.|[3468]11|822|0|00|[2-9]xxxxxx|4XXX|**275.|xxxxxxxxxxxx.)

Is there anything I can add/modify to get rid of the connection delay when dialing out?
You really need to post this in a different thread as it is not very TekSavvy specific.

The problem with your dial plan is that the ATA cannot tell whether, when you have dialed something like 2123456 it should apply the [2-9]xxxxxx or the xxxxxxxxxxxx. rule. In the latter case, more digits are expected, so it waits until the long timeout.

An S0 at the end of a rule says "don't wait for any more digits", but rather than using this you would do better if you made the xxxxxxxxxxxx. rule more specific, as this would make the behavior easier to understand. e.g. If you are just using it to capture international calls, change it to 011x.

When only one rule applies and no more digits are allowed, the ATA starts the call. Linksys/Sipura admin guides document this reasonably well.

Incidentally, you have the [2-9]xxxxxx rule repeated, and the **275. rule is almost certainly not what you intended. ("." says the last item can repeat 0 or more times - it's not the same as regular expression syntax).
 

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Months after signing up and yet more calls to tech savvy and I still do not have a voice mail message waiting indicator or call display that works consistently. I still have to press pound when dial or wait 20-30 seconds.

I'm to the point where I'd like to cancel. The only reason I haven't is time because I'm dreading hours of more hassle and I really think they should take back my locked SPA2102 because they were unable to deliver the promised services when I signed up. I'm not sure what to do here. Suggestions?
 
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