Tag: blueface

Blueface make personal attack, unfounded slurs on former customer

Blueface would appear to be losing it.

Feargal Brady, Blueface CEO has, out of the blue, decided to start leaving deliberately inaccurate, bizarre and unsubstantiated accusations against me in comments on a post on this blog. Some of these allegations are more personal than factual. Challenged to back them up he has repeatedly demurred.

Long story short – Blueface are a VOIP telephony provider in Ireland. I opened an account with them in January 2006. I had repeated problems with the service and in November 2006 I closed my account (after spending in excess of €300 with them).

Excruciating detail:
Because of the allegations made against me by Blueface I will now go through my dealings with them in detail to document the issue online. Skip down to the non-italicised text if you want to see what allegations Blueface are throwing around about me.

I raised my first issue with them on January 13 06, the day I set up my account. My account was configured incorrectly and I was unable to call 076 numbers.

The next problem I had was on February 7th. Again another configuration issue with the way my “calls were localised” which was sorted reasonably quickly.

On March 22nd, because of ongoing call reliability issues I was having with the service I enabled port forwarding (using the port forwarding instructions on Bernard’s site) which seemed to help at the time. I confirmed this with an email to S.O’C in Support sent at 11:28am and confirmed in reply by S.O’C at 11:40am. Up until then when I phoned support, the advice I received was to “Restart the ATA”.

I had more issues in April. I raised a ticket about my inability to make calls on April 3rd which was never satisfactorily explained. This was well over a month after I enabled port forwarding, you will note.

On May 11th when I reported another call issue, I was asked by S. O’C over email to try port forwarding! I reminded him that I had port forwarding in place for a couple of months. This issue appeared to be resolved on 15th of May.

On the 21st of June I again was unable to make calls.This time support advised me to:

switch off the modem and ATA for 30 secs and then switch them back on and leave them for 5 mins

This appeared to work so I took to doing that every time I had a problem instead of contacting support and waiting for them to respond. The problem kept getting worse. It got to the point that by October the service was failing at least once a day (often more). I would only be aware that there was a problem when the phone didn’t ring for a while or when I tried to make outgoing calls. I would try to call my office number from my mobile phone and discover that it wasn’t ringing. As this was my published business number, this was an intolerable situation so I wrote a blog post saying that the Blueface service ‘is crap’.

On October 11th at 17:09 the Blueface CEO, Feargal Brady kindly emailed me. He said:

I ready your blog regarding the service and I’d like to see what problems you are experiencing and how we can address them

At 22:09 I explained that:

the problems I am having are that the service keeps failing. At least once a day (usually more often) I realise I am not receiving any incoming calls. I try to ring from my mobile and get nowhere. Alternatively, I go to make a call and am unable – either no dial tone or the call fails to connect. Calling from my mobile gets through every time.

Sometimes unplugging the ATA resolves the problem for a time, sometimes not.

Feargal came back at 22:32 suggesting:

you may have to set up port forwarding on your broadband modem, so that it sends incoming calls to the modem

I responded at 22:38 by saying:

I set up port forwarding on the router when I installed the ata at the start of the year.

Most of the issues I have had with the service has been in the last two weeks.

To which Feargal replied at 23:08:

in the last 2 weeks we have had 10 minutes of downtime so this would not explain why you could not make a call. It may be that the ATA is faulty or perhaps there is a conflict between it and the router? If you like I can arrange a new one and you can try that?

On the following afternoon at 15:46 I replied to Feargal saying:

please do forward a new ata and I will try it out.

As a side note I am still waiting for that ata!

At 16:03 on Oct 12th Feargal emailed me saying:

You have experienced problems with the phone service because of your setup, your ATA and are [sic] downtime. I looked at your support queries and the last support request was almost a year ago, we had no other contact from you. If we had know you were having problems then we could have tried to resolve them.

By now I was getting irate as the problems were persisting and being told it was my fault was not making me feel all warm and fuzzy so at 16:07 I responded:

excuse my language but that’s a bunch of crap.

I have been on to Blueface support many times – and a lot more recently than a year ago. In fact I only got the service installed in January or February of this year so I couldn’t have been raising support issues a year ago.

I got sick of contacting support because i always got the same old line – “Have you tried re-starting the ATA?”

Pretty soon I got into the habit of re-starting the ATA instead of calling support.

This was the only time I got angry in my communications with Blueface. At 16:32 Feargal’s response was:

its not a bunch of crap, if the ATA needs restarting its because it has lost connectivity with our server. This happens because of the port forwarding issue – this is common to all SIP based VoIP platforms, and so I think that your annoyance is not so much with us but with the inherent reliability of the system in comparison with the PSTN, and how it can be setup correctly to get around this problem.

You signed up in January and have had 4 queries, beginning in April, and the last one in June. There are no others. Clearly we have failed in addressing your incoming call problems and the registration drops and we are happy to try and fix it. As I said, we do this for everyone not just for people with Blogs. Having looked at the blog now, there are people expressing their satisfaction with the service we provide.

All I want to do is fix any problems we have, try and provide a good service, and keep our customers happy – regardless of who they are. You are welcome to come into the office and see for yourself how we manage support, look at our queues etc. Why would we intentionally sell a service which is unusable or provide poor service? It makes no sense.

You are clearly fed up with the technology, with us and with the service you’ve received. All I want to do is alleviate your frustration if possible, and stop this happening again.

As I documented above, I obviously had more than the 4 ‘queries’ Feargal referred to here but I chose not to bother correcting him.

Apart from my outburst on the 12th October 2006, I think you will agree it has all been reasonably polite and friendly. I closed my account with Blueface in November 2006 and thought that was the end of it. Boy was I wrong!

For some reason Blueface CEO Feargal Brady saw fit to revisit my blog post on February 1st and leave this highly inaccurate comment:

just to clarify we did contact Tom a number of times. We advised him that he needed to make some changes on his router on account of his particular setup. He decided that he didn’t require our advice however and never implemented the changes. Despite our looking at his account and seeing his device drop its registration as we predicted, Tom still refused to make the changes. I personally contacted him to offer support and was met with a number of sarcastic and cynical (many would say downright childish) replies. Feargal.

Along with this comment on another post:

your incoming calls did not work for reasons we explained to you about 20 times. Each time we were met with your arrogant refusal to implement the changes – if you implemented them your phone would work perfectly.

On the 5th of February he left the following unbelievable comments:

you were rude and abusive to our support staff. You did not know how to set up port forwarding on your router – when we offered assistance it was declined – disdainfully is being polite. In summary you decided to ignore our help and when your service didn’t work you complained that it was our fault that you wouldn’t take our advice. There was nothing for us to do but leave it at that. Interestingly I had a call from another company who also suffered similar abuse from you in similar circumstances – seems you’re building up quite a reputation.

Then on February 11th this one:

you had not set up port forwarding on your router – as I mentioned, you did not know how to set it up and our offer to assist you was declined. Hence your calls failed as we told you they would, and now you are happy to make out that this is our fault.

Later again on February 11th

you don’t know how to set up port forwarding – I’ve read the mails, read our support tickets, spoken to our support staff. But thank you for showing us all your true character.

In response to another commenter on my blog Feargal said:

Steve – I contacted Tom a number of times and each time my attempts to resolve the situation were met with disdain.

Then Feargal went on to accuse me of commenting on my own blog, in support of myself, using pseudonyms!

I wonder do we have any proof that Al and Steve aren’t Tom’s alter egos or ’supporting act’

You really couldn’t make this stuff up.

To summarise Feargal accused me of:

  • being “sarcastic and cynical (many would say downright childish)”
  • Being arrogant
  • never implementing the changes Blueface support recommended (port forwarding and re-start the ATA)
  • being “rude and abusive to our support staff”
  • being technically incompetent (“not know how to set up port forwarding on your router”)
  • disdainfully declining the help offered by Blueface support
  • commenting on my own blog, in support of myself, using pseudonyms

I asked Blueface CEO Feargal Brady numerous times in the exchanges to back up his incredible charges. Never once has he done so, he has merely gone on to make ever more preposterous claims.

Even if any of these claims were true (and not one of them is), I really don’t see how it profits Blueface to be trashing a former customer in a public forum.

Frankly, if I had a poor opinion of the Blueface service before now, my opinion of their senior management and Blueface as a company could not be any lower now.

Blueface service down yet again this morning

This morning I was unable to receive incoming calls on my Blueface service. I discovered this when Brian Greene tried to call me. Fortunately we were having an IM chat on Skype at the time so we were able to talk on Skype instead but had it not been for that, I would have been blissfully unaware that there was any problem.

GrandCentral – a couple of questions

GrandCentral is an offering from the original creators of DialPad, which gives you one phone number for all your telecommunications.

According to GrandCentral’s site, with a GrandCentral account you get:

  • One Number…for LifeTM – Pick a number that will not change when you move or change jobs.
  • ListenInTM on Voicemail – ListenIn on your messages from any phone before answering.
  • Screen Your Calls – Know who is calling every time, even for blocked numbers.
  • RingShareTM – Upload your MP3s to play for your callers instead of the standard ring.
  • Block Callers – Block telemarketers or annoying callers and never get bothered again.
  • Switch phones mid-call – Switch from cell to office or home your callers won’t know.
  • Customize by Caller – Pick phones to ring, greetings to play and music to hear based on who is calling.
  • Voicemail Everywhere – Get your voicemail online, through the phone or in your email.
  • Voicemail Storage – All of your voicemail messages will be saved online, for LIFE.

This all sounds great and it seems to be getting very good reviews but with the recent telephony problems I have had I have a couple of questions:

  • If anyone reading this post uses GrandCentral – is it good/reliable? and
  • When will it be available in Ireland?

Blueface has me blue in the face.

I have written before about what a crap service I am receiving from voip telephony provider Blueface. Now I know why they are called Blueface.

Yet again today the Blueface service is down and I can’t make outgoing calls from my landline. And anyone who has called me on my mobile knows just how bad mobile reception is here.

It will be difficult to extract myself from Blueface now, as the contact number I have given everyone is the number Blueface have given me.

For anyone considering using their service – don’t. Use any other telephony provider, even Eircom! Really.

UPDATE: – I seem to be having problems with incoming calls as well – if you have been trying to ring me, ring my mobile – +353-86-384 0828

VOIP blues!

I switched my telephony over to VOIP earlier this year. I signed up for an account with Irish VOIP co. Blueface and the service has been, on the whole, fairly reliable.

In fact, I was so happy with the service I recommended it in a Sunday Times article on VOIP this last weekend.

Boy do I feel stupid now – the VOIP service has been down for over 12 hours now leaving me with no phone service for incoming or outgoing calls (apart from my mobile).
Blueface down

For now, if you need to call me, call me to my mobile (+353 86 384 0828).

Update: Phone service has returned to normal after nearly 24 hours and no explanation of the downtime.

Blueface won't let me make outgoing calls

I have an account with Blueface – Blueface is a VOIP provider. For €19.99 per month I am supposed to get 1,000 minutes of calls to over 20 countries. All good, so far. The only issue is that for some bloody reason, at the end of every month my credit is deleted and I can no longer make outgoing calls.

Two problems here, in the first place, I should be able to carry the unused minutes I have paid for over into the next month and second, since I have signed a direct debit form, the money should go out of my account, pay for the next month and there should be no interruption to my service.

Come on guys, get with the program or lose a customer. Fast.

UPDATE:

I received the following email from Blueface support:

can you switch off the modem and ATA for 30 secs and then switch them back on and leave them for 5 mins.
if it still doesn’t work thrn let me know.
everything is connected fine and your ATA is registered on our server.

Of course that tells me nothing. I tried turning both the router and ATA off several times today and that didn’t fix it then – why was this time different?