Problems with the mobile callback service

#1
I first started using the mobile callback service some months ago, and everything worked fine.

However, over the last few weeks, I have found it has become very unreliable. Sometimes:
~~~~~~~~~~~~~~~~~~~~~~~~~~~
1. After calling Voipfone, they don't call me back.

2. After calling Voipfone, they call me back, but there is no dialtone.

3. After calling Voipfone, they call me back, give me a dialtone, but after dialing a few digits I get a number unobtainable tone.

4. After calling Voipfone, they call me back, give me a dialtone, but (having changed my mind about making the call), I clear the call. But two hours later Voipfone calls me back again, with a dialtone.

5. It works perfectly.
~~~~~~~~~~~~~~~~~~~~~~~~~~~

In cases 2, 3 and 4 (and 5, of course) they bill me for the call to the mobile.

I'm not quibbling about the few pennies they bill me for the incomplete service. I just want a reliable service again.

I have emailed Support on several occasions about this, but they seem to be at a loss. Am I alone in this, or has anyone else here experienced these problems?

Ian

Re: Problems with the mobile callback service

#2
IanWade wrote:I first started using the mobile callback service some months ago, and everything worked fine.

However, over the last few weeks, I have found it has become very unreliable. Sometimes:
~~~~~~~~~~~~~~~~~~~~~~~~~~~
1. After calling Voipfone, they don't call me back.

2. After calling Voipfone, they call me back, but there is no dialtone.

3. After calling Voipfone, they call me back, give me a dialtone, but after dialing a few digits I get a number unobtainable tone.

4. After calling Voipfone, they call me back, give me a dialtone, but (having changed my mind about making the call), I clear the call. But two hours later Voipfone calls me back again, with a dialtone.

5. It works perfectly.
~~~~~~~~~~~~~~~~~~~~~~~~~~~

In cases 2, 3 and 4 (and 5, of course) they bill me for the call to the mobile.

I'm not quibbling about the few pennies they bill me for the incomplete service. I just want a reliable service again.

I have emailed Support on several occasions about this, but they seem to be at a loss. Am I alone in this, or has anyone else here experienced these problems?

Ian
It's failed again (around 12:30pm yesterday lunchtime)!

This time it was case 3 -- i.e. I got the dial tone, but after dialing a few digits I got number unobtainable. Am I the only one who has difficulty with this service (which used to work faultlessly until a few weeks ago)?

Ian

#3
sometimes the quality of the service can be effected by poor reception or poor audio quality on the phone.

Can you tell us what mobile network you are on as we are aware that o2 have been having quality/reception issues if your not with o2 then we can investigate further for you
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

#4
Voipfone Support wrote:sometimes the quality of the service can be effected by poor reception or poor audio quality on the phone.

Can you tell us what mobile network you are on as we are aware that o2 have been having quality/reception issues if your not with o2 then we can investigate further for you
I am on Orange, and I was in a good signal strength area at the time of making the call.

Ian

#5
signal strength is not an indication of good quality audio as o2 have proved over the past couple of weeks as far as we are aware there are no issues with orange at this time so we will look in to this for you it might be best if you email support direct so that we can set some logging on your specific account
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

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