S C.
2/5
I started using this company in April 2023. The setup was difficult and so was getting an additional number, but after that everything was fine. However, in February of 2024, I started seeing NO SERVICE on my display and no calls could be made or received unless I unplugged the power and re-botted. This problem continued and worsened over time, up to 6 times a day.
On May 6, 2024, I created a Support Ticket on their website that said: “Hello, my phone keeps showing NO SERVICE. This has happened many times in the last 3 months and each time I have to unplug the power to my phone and wait for it to reboot. However, today I had to do that 4 times before it worked so the problem is getting worse. There is no warning and I only notice NO SERVICE when I see that on the display. Please understand that I need a reliable phone service to run my business and missing calls during business hours is not an option. Thank you.”
I received no automated reply saying a Support Ticket was opened, no reply on their website, and no phone call.
On May 18, 2024, I created another Support Ticket saying:
“Further to my unanswered Ticket submitted on May 6, 2024. My phone still keeps showing NO SERVICE. Each time I have to unplug the power to my phone and wait for it to reboot. Today I had to do that twice before it worked. The problem has not been solved. There is no warning and I only notice NO SERVICE when I see that on the display. Please understand that I need a reliable phone service to run my business and missing calls during business hours is not an option. Please acknowledge this Support Ticket and advise. Thank you.”
Again, I received no automated reply saying a Support Ticket was opened, no reply on their website, and no phone call.
On May 23, 2024, I emailed two email addresses of YEG TEL ([email protected], [email protected]) copies of the two still open Support Tickets with a RED BOLD URGENT STAMP and YELLOW HIGHLIGHTED TEXT saying: "This problem is still happening. My phone is constantly disconnecting and showing NO SERVICE!"
Again, I received no reply.
On June 3, 2024, I emailed three email addresses of YEG TEL ([email protected], [email protected], [email protected]) and I added: “This is still happening. I just had to disconnect the power from my phone to reset it after seeing NO SERVICE on my display. This is not a problem of me losing my Internet connection. That is not happening. Everything was working fine up until about 4 months ago. I have not installed any new software or equipment related to this. Do I need to make a formal complaint to CCTS?”
Again, I received no reply.
After making a complaint to CCTS in September, I finally received a reply from the Customer Service Team saying, “You have talked to us on numerous occasions about this issue, and each time, we have let you know that we do not support equipment and networks that we did not install, control, or sell.
Unfortunately, we cannot help troubleshoot your internal network or equipment without a service agreement. Since Telephone over the Internet can be complicated, we cannot support systems we did not install.”
After getting that email I switched to another company that routes calls to and from my cell phone. The setup was a breeze, I got another number quickly, the monthly fee is about the same, I am no longer tied down, and I set up the same Yealink VOIP phone and it has stayed connected ever since. They also have a service department that gets and responds to emails and support tickets.
