Who do we complain to when support ticket has been opened since MID DECEMBER without even a bloody acknowledgement from Voip.ms. The customer service has REALLY gone downhill over the last 6 months. Webchat for the most part is now offshored people who don’t know anything and are unhelpful as well. I’m VERY dissapointed
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I’ve run into the same thing. One time I actually opened a new ticket and told support to read the original ticket they never looked at — and oddly enough, that worked. I’m not sure what they do on their end. Sometimes they respond quickly, and other times the ticket just sits there.
I’ve got one right now that’s been sitting for quite a while with no movement.
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Hello SA-PCPS
Please pm me with the ticket number , ill verify along with the support team.
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I’ll try not to hijack the thread, just to add that I’ve got one support ticket right now for which I’ve waited almost 5 days for a reply. I have another for which the problem was fixed, but no apology or at least explanation as to why the company created it in the first place. As a result, I have no idea how to prevent it from happening again.
All requests to speak with a human in Live Chat have gone ignored for 8 straight days.
I see why they call it 24/7 support, cause it takes at minimum of 24 hours to get a reply when you email for help.
If you aren’t getting results from a trouble ticket, consider joining the VOIP.MS weekly conference chat; it’s touted across the top of the website homepage after login. At least you can get some feedback from a real live human.
George
One of the biggest problems I’ve had with support is the back‑and‑forth timing. You report an issue and wait a long time for a reply. When they finally respond, they usually ask you to run test calls or perform some action. I’ll do the tests right away and reply within an hour, but then it takes several more days before they get back to me again.
And when they do reply, it’s never a clear “we found the problem and fixed it.” It’s always something vague like “we made some adjustments, please run more test calls,” so you rush to do more tests… only to end up waiting all over again.
Another thing that’s frustrating is when you ask a direct question to understand what’s actually happening, and they just ignore the question entirely. They’ll say whatever they want to say, but not address what you asked.
So I definitely understand the frustration here — the delays and lack of clear communication make the whole process harder than it needs to be.
I can’t say anything for sure about the company in question, but having been a support tech for many years, I can tell you that posting a first reply to an end user without any substance is a common stalling tactic. It buys the technician some time so that he/she can try to catch up without doing any work. Very very common stall tactic.
I opened an urgent support ticket 3 days ago regarding what appears to be a serious issue with one of my numbers potentially being duplicated or misrouted. This is not a minor configuration question. side still work.
What is more concerning is that it now seems impossible to reach a human agent via chat. The chat interface appears to function solely as a bot that redirects you to opening a ticket, with no option to escalate or connect to a live representative - even for security-sensitive issues.
If this is an intentional shift toward AI-only frontline support, it is extremely worrying. Telecom providers deal with identity, authentication, and business-critical communications. Issues like number duplication or misrouting cannot sit unanswered for days.
Cost-cutting at the expense of support responsiveness, especially in cases involving potential misuse or security exposure, is not sustainable. Many once-dominant companies learned that lesson the hard way.
I am not posting this to vent, but to:
- Document a serious unresolved issue.
- Ask whether there is any escalation path to a human agent.
- Understand whether others are experiencing similar support access problems
I hope someone from voip.ms staff can clarify the situation and address this urgently.
I brought a CNAM issue to support because people I call are seeing the wrong number show up as the caller ID name. The first response I got was that it must be the terminating carriers. Fair enough — except when I checked my own VoIP.ms control panel, under DID → CNAM, the CNAM shown there was also wrong.
When I pointed that out, support told me the portal display is “a bug,” and that the CNAM is actually correct in their real database. The problem is that if the portal can’t be trusted, the only way for me to verify anything is for support to tell me what the actual CNAM values are in their backend.
I’ve now asked multiple times for the exact CNAM strings they have stored for my DIDs — spelling, capitalization, spacing, everything — and they avoid answering the question every time. Instead, they keep redirecting me into more test calls or more troubleshooting steps, none of which matter if the CNAM in their own database is wrong or blank.
This is exactly why I try not to overload support with too much information. If I mention more than one point, they pick one part to respond to and ignore the rest. In this case, the one thing I need — the CNAM values from their actual database — is the one thing they won’t answer.
Until I know what VoIP.ms has stored on their end, I can’t determine whether the issue is with them, with their upstream, or with the terminating carriers. I’m just trying to get a straight answer so I can move forward.
Ticket # 94YWKV
Ticket # 94YWKV
Ticket # 94YWKV