Ongoing and increaing Vitelity issues
We have been a customer of Vitelity for years now. We actually signed up when it was EXGN (who was acquired or merged with Vitelity)
For the most part, our Vitelity service has been good and has gotten better over the past few years with outages happening less frequently, but in 2010 it seems that we are having nearly constant issues with DIDs and clients complaining to us that people come in or call a cell and say that they cannot get through.
Vitelity, understandably, wants alot of info to investigate. Unfortunately because the issues are intermittent and the calls never hit their switch, I cant pull CDRs to give them or be very descriptive. Clients dont track every call, nor would I expect them to. Their service should just work and issues should be an exception. I know that before we open a ticket we investigate the heck out of our softswitches, borders, and internet connectivity to ensure its not an issue with us.
The problem is that if one person makes the effort to get hold of my client through alternate means and inform them of an issue, its probably the tip of an iceberg. People calling a business to shop around or get a quote aren't going to keep trying to call my clients back, they are going to go down the list in the phonebook or online and someone else is going to get the business my client could have gotten if their phone service worked properly.
As resellers, our clients dot know who Vitelity is nor should they. Our clients pay us for phone service and when there is an issue, the issue is ours. Not someone elses.
I have had a couple MAJOR issues when porting from XO to Vitelity where XO does not unbuild the number from the PRI/Tandem platform it was on when they move to SONUS for the port to Vitelity. That makes it so that they get incoming calls through us from most callers, but anyone else with XO who tries to call that client gets a disconnect message as XO tries to route that call on-net, but theres nothing at the other end as that equipment has been removed and replaced with our equipment. We usually dont find out about this until a week later, at which point its a MAJOR issue and the client is extremely upset. In every case that this has happened, Vitelity didn't get the results to fix it. I had to personally make phone calls to their NOC and sit on conference calls and even go to an XO regional office to get it fixed. This is difficult as I am not XOs customer. Vitelity is. Understanding that they are big and cant treat every client as their only client as I have the luxury of doing is hard at times. And I have broken my back fixing that kind of issue, nearly getting sued twice over it. Had I let Vitelity handle those to completion, I would likely be out of business, or had a judgment against me.
Anyhow, is anyone else experiencing these issues with intermittent DID issues increasing as of late? I really do like Vitelity, but for the sake of protecting my brand I am considering porting new DIDs to other carriers who use level 3 or 360 networks. If this continues and I continue to get canned answers of "we aren't experiencing any issues" and the like, I may have no choice but to start transitioning to these other carriers where I have not had any issue whatsoever with incoming DIDs.