Who does one complain to?

[Alastairo]

I have a voip telephone system that has since inception, every so often gives a bad call - it breaks up.
The company that installed it, just comes out every time, does a few checks, says it's ok and when I next use it, I get the lousy connection again.
In the light of what has happened, I would not recommend voip to anyone. But, I know that voip can run very well in other circumstances.

Is there someone, like an ombudsman that I can complain to, so as to resolve my dilemma.

What are your experiences with VOIP

 

[comad]

I assume you are using VoIP over ADSL. Assuming you are using a good VoIP provider, the lousy connection you experience is most likely due to your ADSL connection. ADSL download and upload speed are never consistent, as it is determined by your location, distance from DSLAM, other ADSL user in the area etc... thus if your connection is unpredictable, so too will be your VoIP experience.

 

[Alastairo]

What makes a decent connection

I am no more than 2kms from dslam and running on 512kbps. I am aware that if our line is used for downloading it will affect the sound. But I am not downloading when it goes funny.
Would the line be shared with other subscribers ?

 

[callhome]

Are you using it for local or international calls ?

In voip there are many reasons why calls can be BAD

1. Bad internet connection
2. Voip hardware is NOt good
3. Bad Routes - you get many kinds of routes - CLI, White - Direct - Grey
what happens is that many times providers need to compete so they look for the cheapest routes on the market and grey routes are the cheapest but has the worst quality.

* What you need to do is find out what routes your provider is offering you ?
* Also you need to see if the BAD quality issue happens to all destiantions or only a select few ?

* I dont know what system you are on, but the best solution to go in VOIP is -
purchase a linksys device or voip phone (unlocked, so you can use it with any provider)
then you can purchase a normal VOIP acct that normally comes with a username/password/IP or proxy address
all you need to do is setup your phone or device with the accts settings and you can make calls from anywhere in the world to anywhere.
** So anytime you are having a problem with a provider just get another 1 with no hassle.

 

[Alastairo]

I use it mainly for local calls.
I don't believe that the equipment is faulty - It's Mitel and works correctly a lot of the time. The trouble is that when you need to be heard clearly, it let's you down. I use my cellphone when I speak to clients. Fortunately still have pots coming in.
Thanks for the info about the different routes. I will check with service provider.

 

[gmza]

It seems like you don't want to name and shame the SP, but unless you do, you won't hear from others if they've had good or bad experiences with that SP.

 

[Alastairo]

Service provider

I will name and shame. It is Bsmart and their voip section called Nextgen.
Today was worse than usual, as most calls (locally) were lousy. I have been back to them quite a few times, and did so yesterday again - so they will log a complaint, send someone out and say it's OK.
One thing I can say in their favour, is that they don't ignore me - always respond - but there is no satifaction at the end of the day.

 

[gmza]

Perhaps you should consider contracting with a VoIP provide who is a member of a recognised industry organisation like ISPA that has a code of conduct.

Currently that includes various VoIP providers such as ECN, TelFree, Switch Telecom and Vox Telecom (and probably a few others). Note that these are also appropriately licensed...

 

[Alastairo]

The saga continues .....

The service provider paid me a visit today, and a very informed gent discussed the situation with me. There are a couple of other sites close to me and they had no problems.
The long and short is that we are going to upgrade to 1mbps from 512kbps at an extra cost of R35 a month. (I didn't know that 1mbps was still available as all the products advertised say 4mbps was the next step up.) The advantage with this is that the copper only goes to the local and then it's on fibre to the exchange. This will then bypass any bad copper connections which could be the source of the problem.
Anyway, I will hold thumbs that this will sort out the issue. If not, then I will cancel the contract and look for something better.

 

[gmza]

Sadly it sounds like you've been given false info. All DSL is copper to the DSLAM and fibre backhaul from the DSLAMs onwards, using mostly Telkom's ATM network atop SDH, but in some areas using Metro Ethernet backhaul (mostly parts of JHB and PTA). The DSLAM for a particular area will usually be at the nearest Telkom exchange. In some instances, Telkom does roll out DSLAMs in street boxes, but this is rare. In either case, the same DSLAMs serve each area, whether you opt for 384kb/s, 512kb/s or 4mb/s service.

There isn't really a 1mbps or 4mbps product. They are both referred to by Telkom as "ADSL Fastest" and described as "up to 4mb/s." This means that they will sync the line at the highest RELIABLE rate up to 4Mb/s. It can be configured as 1Mb/s or 2Mb/s if the line keeps dropping at 4Mb/s, but it's the same service at the same price and you'll get the best that the copper is capable of up to the stated maximum.

From a Telkom perspective, the cost difference between 512kb/s ("DSL Faster") and up to 4Mb/s ("DSL Fastest") is R87 per month (ref: http://www.telkom.co.za/products_services/dsl/cost_dsl_cost.html ).

That being said, if they're quoting a bundled price for the ADSL line and bandwidth, they may be selling the bandwidth to you cheaper to make up the R52 difference. (Assuming they're not just misguided or misleading you.)

But either way, I am extremely skeptical of what they've told you...

I'm not sure of your call volumes. 512kb/s ADSL has a 256kb/s upload. Assuming SIP/G.729, that's good for at most 4 to 5 simultaneous calls. If your Mitel is using G.711, you'll get only 2 simultaneous calls. If you exceed those limits, your calls will suddenly break up (and/or possibly drop). So perhaps also check the codecs in use. Keep in mind that if you have multiple codecs enabled, it may not be your first choice that is in use, as the codec will be negotiated with the VoIP provider's equipment.

If I were you, I'd try and approach this more scientifically. Once you've checked codecs, etc, if you suspect the ADSL, log into the modem and see how long it has been sync'ed for. Minutes? Hours? Days? Try and check the usage. Perhaps Google for a tool that will monitor the modem's line utilitsation using SNMP so you can see if it is running busy when you experience issues.

And then there is the simplest of all options: try get a trial voip service from an alternate VoIP provider. I am pretty sure that Switch Telecom (www.switchtel.co.za) will assist you... as they are unofficially doing right now... ;-)