HostGator Phone Support

***GatorFord*** · #1 10-23-2007, 05:03 PM

Our upstream SIP provider is currently having issues with a faulty switch that our VOIP traffic routes through. As such we are not receiving calls to our support line at this time.

We don't have a specific ETA on the issue but Level 3 is working on the problem at this time. We can, however, still make outbound calls since the routing for outbound calls is different. If you need support immediately the best way is to open a ticket and get into chat.

If you need to speak with a representative directly please provide the number we can contact you at and we'll call you. Sorry for the inconvenience!

***GatorFord*** · #2 10-23-2007, 06:14 PM

Inbound phone calls have returned to normal. Thanks for your patience.

***VOIPoTim*** · #3 10-24-2007, 04:44 AM

We have just been informed that that provider is doing unscheduled maintenance which is supposed to correct the issue that caused their earlier outage. They said that the fix from earlier today was short-term to restore service quickly, and they are putting the long-term fix in place now. As a result, their service is down again and preventing some HostGator inbound support calls from going through.

HostGator and VOIPo support systems were setup to use an alternative provider and NOT VOIPo service specifically so if there was a VOIPo outage, it wouldn't affect our ability to communicate that. Unfortunately today, that hasn't worked out too well.

For those of you who need to contact support now, I’ve setup an account which uses VOIPo service:

713-405-1266

This is available immediately and will get your right through to support. We'll also leave this up as an alternate number for situations like this in the future.

Thanks again for your patience.

gtgeorge · #4 10-24-2007, 06:03 AM

Quote:

Originally Posted by VOIPoTim

We have just been informed that that provider is doing unscheduled maintenance which is supposed to correct the issue that caused their earlier outage. They said that the fix from earlier today was short-term to restore service quickly, and they are putting the long-term fix in place now. As a result, their service is down again and preventing some HostGator inbound support calls from going through.

HostGator and VOIPo support systems were setup to use an alternative provider and NOT VOIPo service specifically so if there was a VOIPo outage, it wouldn't affect our ability to communicate that. Unfortunately today, that hasn't worked out too well.

For those of you who need to contact support now, I’ve setup an account which uses VOIPo service:

713-405-1266

This is available immediately and will get your right through to support. We'll also leave this up as an alternate number for situations like this in the future.

Thanks again for your patience.

Wow, nice failover VOIPo phone systems. Now if you can only figure out a way to make the backup use the same #.

Quote:

"For customers that just gotta have their phone!"

I post this in light of all the hosting customers that HAVE to have their email

***VOIPoTim*** · #5 10-24-2007, 06:09 AM

Quote:

Originally Posted by gtgeorge

Wow, nice failover VOIPo phone systems. Now if you can only figure out a way to make the backup use the same #.

I post this in light of all the hosting customers that HAVE to have their email

Yeah, unfortunately phone numbers can really only be directed to one service provider at a time.

At least in this case, it wasn't our service that was completely down

Regardless, it looks like their maintenance is wrapped up now as well and all is back up and running smoothly.

On a side note, VOIPo development is basically finished functionality wise and we're now just working on making sure it's all nice and secure and cleaning up so it looks nice.

We'll be opening our existing BETA group up to some HostGator users in the next few weeks to get any final feedback before launch so watch for some info on that.

gtgeorge · #6 10-24-2007, 06:18 AM

Glad to hear it is almost ready and hope to be included in the rollout. Would the system be capable of working switching between isps on the fly. For instance, if someone had 2 broadband connections or wanted to change isps or locations?

***VOIPoTim*** · #7 10-24-2007, 06:22 AM

Quote:

Originally Posted by gtgeorge

Glad to hear it is almost ready and hope to be included in the rollout. Would the system be capable of working switching between isps on the fly. For instance, if someone had 2 broadband connections or wanted to change isps or locations?

Yeah the service is independent of the ISP. If you're using our adapter and regular phones, it'll work anywhere you have a broadband internet connection to plug the adapter into.

If you're using a software based phone (called a softphone) to use the service, it'll work as long as your computer is online on a broadband connection.

The only exception would be if you're in a hotel or something that specifically blocks VoIP ports... In that case, it may require some tweaking. Most don't, but it's starting to become more common.

I'm also working with Brent to put together a special package some other services like toll-free numbers and PBX service for HostGator customers at a discounted price similar to the way they offer WHMCS to you guys now.

gtgeorge · #8 10-24-2007, 06:38 AM

Wow that makes it almost a mobile phone. And the Brent/HG extras would be great. Now if it would include free yellow page listing