Our Vonage experience

For almost a year, we have experienced a large number of calls in which one side or the other simply went away for a period of time. Overall call quality was good, but the dropouts became so severe that we were to the point where we needed a new solution.

Finally we reached a 2nd level support tech at Vonage who asked a question we had not heard before: "What is the DOCSIS level of your cable modem?"

This made us think - and do a bit of research. What we found was that the modem we were using was very old, a DOCSIS 1.0, and now the world is operating quite well on level 2.0. So, we exchanged the modem for a combination modem/router/gateway/switch: the Linksys Wireless-G Cable Gateway WCG200 (ver.2).

The results were amazing! We have not had a single call with the dropout symptoms for over 2 months. And the overall call quality is excellent.

During the setup process, a tech at Comcast looked at the logs and verified that the old modem was experiencing some problems, as well, so this most likely had contributed to the overall senario, but the new box solved everything. I have now ordered one for our Florida location and am exploring DSL modems for the UK (although the problem was never as pronounced over there).

Changes in the VoIP Landscape

Time moves on, and the catalysts around markets change. Today's post is about two such subtle changes that will have an ongoing effect on the marketplace.

RBOC's get more agressive: As you may recall, we have always recommened keeping a regular line as a backup, and our policy was to use the most basic line for this purpose. Yesterday we were contacted our local Telco, BellSouth, telling us of a new service offering that could "save us money". BellSouth is now offering a much more limited version of their feature-rich but expensive"Complete Choice" package with the most ordered options, including Caller ID, packaged in. The total cost for us was less than the cost we are currently paying for the most basic service, so it is a no-brainer. Of course, they would also like to add their new $0.05/minute long distance service, which begins to make them a more compelling competitor!

New taxes levied: In June, the FCC decided to require all interconnected VoIP services that connect to the public-switched telephone network to contribute to the Federal Universal Service Fund (USF). This $7.3 billion fund, does have a worthy purpose of subsidizing telephone service in rural and low-income areas, as well as providing discounted Internet and phone service to schools and libraries. But the VoIP companies are signalling that they will begin collecting for this additional tax soon. Part of the expense is mitigated by the recent demise of the Federal Excise Tax (FET), which was eliminated in May.

More information from the on the FCC Universal Service Fund ruling can be downloaded from the FCC website here.

AccessLine enters North Carolina VoIP Market

AccessLine Opens North Carolina Markets for New Retail SmartVoice VoIP Service

AccessLine Communications has announnced their entry into the North Carolina markets for for VoIP services using their new retail SmartVoice VoIP Service. Their market expansion is occouring concurrent with bringing on board a new channel partner in the area, COMLINK, Inc. Here is the entire press release:

BELLEVUE, WA — August 22, 2006 — AccessLine Communications, a leading provider of hosted VoIP (Voice over Internet Protocol) services, today announced the North Carolina launch for the new retail version of SmartVoice Service – the company’s hosted VoIP service that delivers the benefits of advanced business telephone service at a fraction of the cost.

Specifically designed and built for Small and Medium Businesses (SMBs), SmartVoice Service offers as much as 50 percent savings over traditional business phone service rates. Combining local, long distance, and toll free phone service with no need for the purchase of any phone equipment, AccessLine’s SmartVoice Service delivers savings while making it easy for customers to transition from their current legacy phone service.

“SmartVoice is exactly that – a smart way for businesses to avoid capital expenses when migrating to VoIP,” said Doug Johnson, CEO at AccessLine. “Most of the new Internet Protocol (IP) telephone services available today require businesses to throw out their current key system or PBX and invest in new equipment. The hosted approach of SmartVoice Service avoids these unnecessary costs and will immediately start saving businesses 30, 40, up to as much as 50 percent off their current legacy phone bills while allowing them to continue using their current equipment. Along with AccessLine’s award winning customer service and a dedicated connection that assures voice quality, SmartVoice is clearly a smart move for business communications.”

Concurrently, AccessLine is pleased to announce a partnership with COMLINK Inc., as an AccessLine authorized SmartVoice Dealer, serving markets across the State of North Carolina. An expert in leading edge technologies, COMLINK specializes in consulting, implementing and maintaining telecom solutions customized to a business’s specific needs.

“At COMLINK, we pride ourselves on our ability to not only improve a company’s communications capabilities, but to and dramatically decrease its current telecommunications costs, and have over 10 years of experience doing so,” noted Rod Randolph, President of COMLINK. “Because of this, AccessLine’s SmartVoice Service is a natural fit for our portfolio and we are excited to bring this much-needed and unique product to the North Carolina market.”

Customers in North Carolina interested in purchasing SmartVoice Service or obtaining more information may call 336-274-9450, or visit the COMLINK web site at www.comlinktelecom.com.

About COMLINK, Inc.
COMLINK is a consulting and brokerage company specializing in expense reduction throughout the US. With over 65 vendors and 10 years experience, COMLINK consults on all aspects of telecom management and provides optimum, guaranteed results. COMLINK is affiliated with National Telecom Group, Inc. of NC, a master agent for better Telecom Solutions. Clients typically save 20% to 50%. For more information, visit www.comlinktelecom.com

About AccessLine
AccessLine Communications provides hosted VoIP services for the business market nationwide. The company’s turnkey VoIP service is easy to implement, cost effective, and delivers a complete range of powerful features. With a customer base of more than 100,000 business users, AccessLine provides unprecedented application quality, functionality and customer support. AccessLine recently won the “Product of the Year” award from Internet Telephony Magazine, the “Pulver100” Award for top VoIP growth companies and the “Red Herring 100” award for the best 100 private companies in America. AccessLine partners with both agents and resellers to rapidly enter the voice market. For more information, please visit www.accessline.com.

Rachel V. Berry
VOXUS, Inc.
253-853-5151, ext. 223
rberry@voxuspr.com

Industry weighs in on VoIP intervention

There are many concerns today about upcoming potential threats to this new technology. Amid reports that some cable companies may be intentionally downgrading service, there are further concerns that Congress and the FCC will intervene in such a way that technology is stifled. Here is a synopsis from 8x8 of a recent talk by their CEO, Bryan Martin:

Recently, I gave a keynote presentation at the California Communications Association (CalCom) Annual Conference in Monterey, California. After providing an overview of the California VoIP industry and 8x8’s Packet8 service offerings in particular, I closed by arguing that it is vital for California to take the lead in opposing the application of archaic telecommunications regulations to Internet Phone Service.

Policymakers must understand that VoIP is an Internet application that delivers unique and enhanced capabilities. They need to be aware that Internet phone service is beginning to drive consumer demand for broadband (high-speed) Internet connections.

A traditionally regulated structure for VoIP and other broadband applications will stifle innovation, development and deployment to consumers. This was demonstrated last year when many VoIP companies put new service offerings on the back burner while they focused resources on implementing Federal-mandated Enhanced 911 (emergency response) capabilities.

Use of the same regulations that govern traditional phone service would stifle deployment while missing opportunities to reform the structure and implementation of important social service programs and their funding (such as Universal Service). These programs need to be updated to bring them in line with 21st century technologies.

Policymakers need to practice restraint and employ regulation only to support important public safety and other social goals, and only to the extent that such regulation is specifically tailored to the realities of the Internet world.

I encourage everyone who enjoys all the benefits of Internet phone service to make sure that their local, state and federal lawmakers know that they should oppose unnecessary and archaic regulations so as not to limit or kill this revolution in telecommunications.

It's less frustrating if they don't let you try to sign up!

Following up on the previous post, AT&T CallVantage was not taking new orders until last night. Or at least, it appeared to be taking them last night. But now an new problem arises.

Upon going through the signup process, selecting my number and entering an address and phone number for 911 purposes (?), I came upon a message saying:

We're sorry, AT&T CallVantage Service cannot confirm 911 Service for your phone line(s) at this Service Address. AT&T CallVantage Service can only be used at a confirmed registered Service Address, because this address is used for dispatching 911 Service.
Please check and re-enter your address. If you haven't already done so, you can also try selecting a telephone number that is local to this address. If you are confident that the address you entered is correct, and you cannot find a suitable phone number, we cannot offer AT&T CallVantage Service to you at this time. Thank you for your interest in AT&T CallVantage Service.

Now, let's think about this. I enter my perfectly good Delray telephone number, straight off my BellSouth bill, and I get this message saying it is no good at all. But what if I had no other number anywhere - just a mobile phone or another VoIP number, perhaps? Many prospective customers could be very well in this situation. Clearly the lawyers are running this dinosaur even under the new "improved" version.

But, here's the clincher..."No worries," I say, "I will just call support." Well, it isn't quite that straightforward. First they want to know the number I am calling about. Duh! They never gave me one! On hold awhile, waiting to see what the IVR will do, it finally sends me to a message saying to call back between normal business hours of 9am-5pm, Monday-Friday. OK, Vonage support is really bad, but it seems that if you have a problem with your AT&T service outside "normal business hours" theirs is nonexistent!

How can a company with the resources and abilities of AT&T or SBC or whoever they are, because they have been in business in one form or another for over 100 years, be so absolutely mind-numbingly obtuse? Please - I hope someone from AT&T CallVantage reads this!