NT Duo Support & Tickets

gashliquor · Post by **gashliquor** » Thu Nov 25, 2010 11:37 am

netTalk Duo has this LIVE customer sevice ONE MAY THINK. However it's usually a useless person just answering the phone. When a problem happens with NT you usually have to summit a TICKET " A email message and or TXT msg and wait for a answer VIA email". WOW NT can remote to your computer BUT would you want them on it!, So can MJ remote on your computer also and it's customer service is chat based in a different way. Yes its true MJ's support sucks but so does NT in away. PLUS keep on reading about netTalk there is users with tickets FOR MONTHS with the same problem like " Please enter the number you wish to call and press the # key ". This problem has had NT by the balls for a LONG time and i seen some answers netTalk has given some of there customers. SO B4 you jump ship to netTalk remember they are NOT a cure all and have buggy servers that i have no idea what engineering school there engineers went too but shit if you become one by all means ask what school they went to and take your degree some where else!. Again this is ALL IMO....Ooma Telo #1 and only con is NOT FOR THE POOR or the person LQQKING for a 100% free ride!, In life 99.9% of the time you get NOTHING for NOTHING , Oh YES BTW i own almost the top 3 VoIP used in this forum. The MJ & NT was free and thank god for that and IF it was'nt for DAN being a prick he would not be having customers jump ship but if YOU DO jump ship you may NOT be jumping to another ship but to a row boat, Hire americans NT these server problems take you excessive amount of time to address, Nothing like having a company called "MagicJack 2".... Last of all there routing has to be improved and i know just don't ask me how there are more rats and spies on this BS then fleas on your dog

Nobody beats the Whiz! · Thu Nov 25, 2010 11:57 am

There are also many reports of helpful tech support, even where the tech calls the customer as a follow up to a trouble ticket.

There are always going to be dissenters. Have you checked the Ooma forums? They're there too, and Ooma likes to delete negative posts at their forum.

There will always be those who cannot be pleased.

gashliquor · Post by **gashliquor** » Thu Nov 25, 2010 1:00 pm

Nobody beats the Whiz! wrote:There are also many reports of helpful tech support, even where the tech calls the customer as a follow up to a trouble ticket.

There are always going to be dissenters. Have you checked the Ooma forums? They're there too, and Ooma likes to delete negative posts at their forum.

There will always be those who cannot be pleased.

You are correct and that goes for anything in life, Except whatever is said and goes on in Ooma's forums i just read and thats it. The Ooma Telo equipment and quality exceeds MJ and NT by far it's a joke, Not all the time but in these devices case you get what u pay for. And if the Ooma is used with there Telo handsets its even a bigger joke as both units can't even come close. Here is a ticket from a NT engineer with a BS excuse. But again for 30 bux a yr what do you want.

Hello,

How are you dialing the number? ( No im a stupid ass )

Our dialing plan requires that you dial with the area code + 7 digits. ( NO SHIT )

Is this issue in reference to the netTALK DUO or the netTALK Smartphone App? ( I TOLD YOU IN THE TICKET CAN YOU READ ENGLISH )

If it is the DUO, please power cycle the netTALK DUO and after putting the power back to it, just leave it alone without interrupting it. after a few seconds the phone directly connected to the netTALK DUO will ring one time (similar to an incoming call) ( Duhhhhhhhhhhhhhhh )

Check for a dial tone. If you have a dial tone. call out again. ( NO SHIT )

If you still have a problem, The DNS settings on the linksys router should be set to:
Primary: 4.2.2.2
Secondary: 4.2.2.1
These options are prevalent with cable networks that use Motorola modems.

Give this a try and if the issue persists, then don't hesitate in giving us a call.

Thank you and Happy Thanksgiving Day!

Vrsni Sandoval
Net Talk Technical Support Staff Member ( NOT MADE IN THE GOOD OLE USA )
______________________________________
PLEASE NOTE: THIS E-MAIL WAS SENT FROM A NOTIFICATION-ONLY ADDRESS THAT CANNOT ACCEPT E-MAIL. PLEASE DO NOT REPLY TO THIS EMAIL AS THIS IS JUST A NOTIFICATION ALERT. PLEASE LOGIN TO: netTALK Support http://faq.nettalk.com

Ticket Details
===================
Ticket ID: DUMB-ASS
Department: General Fool
Priority: High
Status: Open

Nobody beats the Whiz! · Thu Nov 25, 2010 1:21 pm

I don't think things are as extreme as you describe.

Voice quality on NT and MJ, when working properly are more than adequate for the vast majority of people. In most cases, for most users, it is indiscernible from a standard land line. To say their quality is a "joke" is an example of the type of hyperbole you seem to enjoy using, which is okay. Your posts are usually an interesting read.

I don't know what the exact nature of your trouble ticket was, but I agree that you seem to have received a canned response. It's typical for tech support to run through the basics before getting deeper into possible causes of a problem. Remember, not everyone is as technically capable as you are. He did invite you to respond if the basic suggestions didn't fix the problem.

I like my Ooma Hub. I'm glad to be an owner. I didn't buy a Telo, because at the time of my purchase, there were widespread reports of quality control problems with the Telo unit and handsets. (Plus I got a great deal on the Hub). It's good to see they're getting past that, as I want Ooma to continue on long-term.

I know it's a chicken/egg thing when it comes to their HD audio. It only works Telo to Telo, so most users will never get to enjoy the HD sound more than occasionally, unless more people buy it.

However, like you, I'm glad to own the "Cheap 3" VOIP products. We never know who will survive into the future, or who will have an outage, so it's best to hedge our bets.

One other thing. Just because someone has a foreign sounding name, doesn't mean they are not American.

I've linked an important PSA

http://www.youtube.com/watch?v=P8_4Gw1P ... re=channel

All in good fun. I do enjoy reading your informative posts, with your particular brand of gruff.

Happy Thanksgiving!

gashliquor · Post by **gashliquor** » Thu Nov 25, 2010 1:40 pm

Nobody beats the Whiz! wrote:I don't think things are as extreme as you describe.

Voice quality on NT and MJ, when working properly are more than adequate for the vast majority of people. In most cases, for most users, it is indiscernible from a standard land line. To say their quality is a "joke" is an example of the type of hyperbole you seem to enjoy using, which is okay. Your posts are usually an interesting read.

I don't know what the exact nature of your trouble ticket was, but I agree that you seem to have received a canned response. It's typical for tech support to run through the basics before getting deeper into possible causes of a problem. Remember, not everyone is as technically capable as you are. He did invite you to respond if the basic suggestions didn't fix the problem.

I like my Ooma Hub. I'm glad to be an owner. I didn't buy a Telo, because at the time of my purchase, there were widespread reports of quality control problems with the Telo unit and handsets. (Plus I got a great deal on the Hub). It's good to see they're getting past that, as I want Ooma to continue on long-term.

I know it's a chicken/egg thing when it comes to their HD audio. It only works Telo to Telo, so most users will never get to enjoy the HD sound more than occasionally, unless more people buy it.

However, like you, I'm glad to own the "Cheap 3" VOIP products. We never know who will survive into the future, or who will have an outage, so it's best to hedge our bets.

One other thing. Just because someone has a foreign sounding name, doesn't mean they are not American.

I've linked an important PSA

http://www.youtube.com/watch?v=P8_4Gw1P ... re=channel

All in good fun. I do enjoy reading your informative posts, with your particular brand of gruff.

Happy Thanksgiving!

I am not saying the voice quality stinks in anyway with the NT, However the Ooma in NON HD audio is far beyond the audio quality of NT. Again Ooma Telo only if used with a Ooma handset, With that out of the way the problem i complained about was with: ( Please enter the number you wish to call and press the # key from a pre-recorded message everytime i tried to call NY. The MJ calls it fine and the Ooma calls ANYTHING. This problem i have seen has plauged NT for awhile now. Maybe almost a yr, I have many bitching in NT forums and i seen NT's poor answers i also know there miami server is plauged with bugs and so do they. If a product is'nt ready for release don't use customers as test rats. However i don't care that much as the NT was free i paid $9.95 for the damn thing in total and like i said it is'nt always the case you get what u pay for. The hardware inside the NT vs the Ooma Telo at least is night and day but you are paying for it on the Ooma end. All 3 of them have quirks, But the Ooma Telo beats them all hands down and my Ooma calls get routed to CA and NT thru Miami but NT does'nt want u to know how many servers they have or where they are but you don't have to work for them to get info they don't like the public to know. Thats why there are only a select few that know the HOWS to NT or else in time NT will pull a MJ server security scheme which still could only stop some not all.

Nobody beats the Whiz! · Thu Nov 25, 2010 1:49 pm

I see where you're coming from. However, I have called NY several times with no problem. I just tested it again before this post. It went through perfectly. I have seen one report, in recent memory, of a particular small NY telco with intermittent routing issues. However, sometimes calls worked, other times they did not.

Ooma cannot call Canada, at least not for free.

Let's hope all three companies continue to compete with earnest. That way we all win.

-Jason

Edit: Personally, I don't see why NT should care if people are using their own ATA, instead of the Duo. They still have to pay their annual fee, and are limited to the monthly usage limits (5000 minutes). I say, who cares? Unlike MJ, which really wants to sell ad space, NT doesn't need to force dongle use. Maybe I'm missing something, though.

gashliquor · Post by **gashliquor** » Thu Nov 25, 2010 2:06 pm

Nobody beats the Whiz! wrote:I see where you're coming from. However, I have called NY several times with no problem. I just tested it again before this post. It went through perfectly. I have seen one report, in recent memory, of a particular small NY telco with intermittent routing issues. However, sometimes calls worked, other times they did not.

Ooma cannot call Canada, at least not for free.

Let's hope all three companies continue to compete with earnest. That way we all win.

-Jason

Forget canada, I don't live there nor have anyone there, However i can call NY too. NT has something not right with SOME NY 631 area codes which is in Long Island but way out in suffolk county near the hamptons ( Where the well off live) BTW even if the Ooma hardware usage cost me $20.00 a month to run its worth it for a number of reasons. 12 friends and family have Ooma and i take full advantage of it. But besides that its top notch. Your right when the telo was first introduced the hardware had problems but they fixed that. When i pick up the telo i have no worries. Yeah i'll admit it took me awhile and maybe near 2 weeks testing until i got it this way but its worth it. The NT comes close in a way but the build quality of the hardware is night and day between them both. Yes the audio on the NT is very good but not with every phone. I prefer close to studio audio as you can get. If i rated the Ooma 100% in audio with the right phone i give the NT 90% IMO that is very high. The number in ? i have dialed many times and its not a problem on NY's end. However that person can call my NT but i get that BS woman saying please dial a # after the number BS. It has nothing to do with the Linksys router or a damn Motorola Modem...Lets see on friday what happens when i put a new Motorola Extreme 6120 in line and pull this Motorola SB5100 modem out of service

BTW: IMO the NT Duo generates too much heat. Not in standby. Be on a call a hr or so. It gets way too hot which means short life span. For the retail cost of a NT the design could of been better as there importing them into the U.S. for less then $1.00 each, The cost is most likely for the server usage not there device, What i know is talk time is 3hrs per call unlike MJ's 2hr limit. And Ooma does'nt have a limit but they consider 5000 mins a month which comes out to a lil over 80 hrs there limit. Im close to 4000 mins on Ooma right now and i had it since 11/01

oldtimercurt · Post by **oldtimercurt** » Thu Nov 25, 2010 3:00 pm

Here's one for Ripley's "elieve it or Not" I was getting ready to call Germany on my new Ooma Telo. Realized I needed some minutes. Bought 500 minutes for $4.99. Dialed Germany number. Recording says "call can't be completed at this time." WTFO? Tried couple more times, same result. On line doesn't show any $$ in my account Now here's the unbelieveable part. I called Support and talked to a real person. He told me Ooma is having a problem with the call packaging(?). Gave me a $10 credit on prepaid calling (separate part of the system, I guess) and opened a trouble ticket for Engineering. Also told me to reset my phone. Haven't made the call yet. Wife's on the Bell South line and have to wait so she can be on the Germany call as well.

What's one of the things I'm thankful for this Thanksgiving? Live english speaking tech support who doesn't have to read from a script. Thanks Ooma!

Happy Thanksgiving, to everyone.

UPDATE: Call went through Ooma's workaround worked!

OTC

sabresfan · Post by **sabresfan** » Thu Nov 25, 2010 5:20 pm

Here's a nice article http://www.geekzone.co.nz/sbiddle/7236 describing the g 722 codec (hd audio) and some comparisons to other codecs.

gashliquor · Post by **gashliquor** » Thu Nov 25, 2010 5:43 pm

This is NT Duo related only, Very strange. If i dial any Suffolk County NY number in the 631-731-XXXX area it won't go and the number is good. So i did a test i dialed 25 different 631-731-XXXX numbers where XXXX is made up numbers and you can't call there with NT. Or it just does'nt go thru but i can call any other NY area code and exchange. Yes MJ and Ooma gets thru but NT Duo don't strange however anyone in 631-731-XXXX from NY can call the NT Duo

VaHam · Post by **VaHam** » Fri Nov 26, 2010 12:18 am

gashliquor wrote:This is NT Duo related only, Very strange. If i dial any Suffolk County NY number in the 631-731-XXXX area it won't go and the number is good. So i did a test i dialed 25 different 631-731-XXXX numbers where XXXX is made up numbers and you can't call there with NT. Or it just does'nt go thru but i can call any other NY area code and exchange. Yes MJ and Ooma gets thru but NT Duo don't strange however anyone in 631-731-XXXX from NY can call the NT Duo

Sometimes these problems are related to the receiving company not recognizing the incoming company as legit. Usually a phone call from one of their customers solves the problem. I suspect it is a simple matter of getting the termination billing account setup.

gashliquor · Post by **gashliquor** » Fri Nov 26, 2010 8:55 am

VaHam wrote:
gashliquor wrote:This is NT Duo related only, Very strange. If i dial any Suffolk County NY number in the 631-731-XXXX area it won't go and the number is good. So i did a test i dialed 25 different 631-731-XXXX numbers where XXXX is made up numbers and you can't call there with NT. Or it just does'nt go thru but i can call any other NY area code and exchange. Yes MJ and Ooma gets thru but NT Duo don't strange however anyone in 631-731-XXXX from NY can call the NT Duo
Sometimes these problems are related to the receiving company not recognizing the incoming company as legit. Usually a phone call from one of their customers solves the problem. I suspect it is a simple matter of getting the termination billing account setup.

I know the way it works but below is there BS answer, There Support IS IMO at most 50% better then MJ, Read below!...I use to call there all day long since i had the NT but now they can call me. I don't give a shit but there gonna fix it. Thats why hats off to the Ooma users and thats the Ooma Telo users. BS free service with Tech support thats fantastic, Sure i can use the Ooma 100% trouble free but i own them all and just this problem with the NT. I don't care for netTalks dialing either but thats them, They admit they have problems and i know they do. Don't put the shit for sale on the market im not no ones test rat

gashliquor · Post by **gashliquor** » Fri Nov 26, 2010 9:00 am

Gashliquor

Posted On: 25 Nov 2010 9:51 PM

--------------------------------------------------------------------------------
Here i made it even easier for you, I can NOT call any number with the 631-731-XXXX prefix at all. Those numbers are in suffolk county, NY. However anyone from 631-731-XXXX can call the netTalk Duo. This is crazy as a MJ or a Ooma system have no problems what so ever. I can call 631-734-XXXX no problems in NY but the netTalk Duo and the 631-731-XXX exchange i get that stupid recording every time. I hope this is'nt a issue as i seen people complaning about this also in the forum about a year ago also. So Mr. Engineers whats the problem?

Glashliquor

Posted On: 26 Nov 2010 12:21 AM

--------------------------------------------------------------------------------
Also people from the 631-731-XXXX that calls me get disconnected in 30 mins

netTalk Engineers

Seems like the 631-731-xxxx are working now, Please try again.

Sorry for the inconvenience this may have caused you.

Have a great night!
netTALK.com Inc.

PLEASE NOTE: THIS E-MAIL WAS SENT FROM A NOTIFICATION-ONLY ADDRESS THAT CANNOT ACCEPT E-MAIL. PLEASE DO NOT REPLY TO THIS EMAIL AS THIS IS JUST A NOTIFICATION ALERT. PLEASE LOGIN TO: netTALK Support http://xxxx.xxxx.com to respond to your current Trouble Ticket

Gashliquor

Seems like the 631-731-xxxx are still NOT working NOW, Please TRY again, assholes. God cheap labor only brings CHEAP help and quality of services, TRY AGAIN!

gashliquor · Post by **gashliquor** » Fri Nov 26, 2010 9:32 am

631-731-XXXX

Please enter the number you wish to call and press the # key

This BS is usually used with like the 0-9* command for speed dial etc, Yeah there dull alright, More like stupid

gashliquor · Post by **gashliquor** » Fri Nov 26, 2010 11:41 pm

WOW....netTalk fixs the problem in a little over 24 hrs and 3 engineers, TOLD YA A SERVER BUG!

Sorry for the delay, the engineers just informed me that they have fixed this number, Your right we had a problem on the miami server. Can you please test it out once again?

Hoped you had a great thanksgiving,
netTALK

PLEASE NOTE: THIS E-MAIL WAS SENT FROM A NOTIFICATION-ONLY ADDRESS THAT CANNOT ACCEPT E-MAIL. PLEASE DO NOT REPLY TO THIS EMAIL AS THIS IS JUST A NOTIFICATION ALERT. PLEASE LOGIN TO: netTALK Support http://faq.nettalk.com to respond

All NY area codes run fine and the 631 is now fixed, Next time when i report a problem listen to what i have to say before you answer me as im not your regular computer net surfer. As a communcations Engineer myself and programmer i thank you. I will advise you if the trouble returns. Have a nice day

Nobody beats the Whiz! · Sat Nov 27, 2010 6:09 am

Good stuff. Thanks for the update, gashliquor.

gashliquor · Post by **gashliquor** » Sat Nov 27, 2010 9:37 am

Nobody beats the Whiz! wrote:Good stuff. Thanks for the update, gashliquor.

Another update, Now a 516 area code number in NY is giving me the error below. Fix one and another go's sour, Im sure they will fix it. BTW i changed and tore apart my entire VoIP system. And i tell it like it is. Using
15mbps upstream the netTalk Duo had people fooled if it was the Ooma or not. But again new install , new pics coming and with a 15 mbps upstream the Duo i would have to say is 100%, A little calling bugs but they did listen after the 3rd ticket responce and found the problem. Using this high of internet speed thru a Motorola DOSCICS 3.0 only it made the Duo go from a MagicJack Plus to as close to a Ooma you can get. However with the DOSCICS 3.0 " ONLY " the Hawkin Broadband booster had to be retired or i'd lose 50-60% bandwidth as the best determination i can make is the Hawkin can't handle it. Once the 516-825-xxxx exchage in NY is fixed and i tell it like it is people said HOLY SHIT thats how the NT Sounded even though the upstream is a WAY over kill but i can use the excess upstream for other things. And to make the Ooma perfect i had to put the QoS in upstream low to 90 and that works flawless and i thought i was done two weeks ago. Also the entire configuration had to be changed. Now the Ooma is installed between the router and the modem as b4 my install require it after the modem. So my computer rooms looks like a hurricane hit unitl i ONCE again return it to a perm install as you can see the hurricane below. Want perfect it's rare to do it in 1 hour as many think no matter even what the MFR tells you, Lesson to be learned. The QoS for the Ooma upstream is DONE in the Ooma not the router, The router ( Linksys the QoS is fully disabled )

" Please enter the number you wish to call and enter the # key "

* The netTalk Duo is NOT shown, All cables are CAT 6 except the BLUE CAT 5e which is being feed to the netTalk Duo hidden under the computer stand as you seen in other pictures as its mounted on a HomeBrew Aluminum Heat sink with super velcro from Home Depot

magicJack and magicJack Plus Support, Reviews, FAQs and Tricks

NT Duo Support & Tickets

NT Duo Support & Tickets

netTalk Engineering BLAH

WOW....netTalk fixs the problem !