We are sorry for the Terrible experience Ray had. It seems the ticket he sent to support was closed by accident. After seeing this post we dug up the ticket, issued a full refund and contacted Ray. No spin. Just our deepest apologies.

I have used various voip/sip BYOD services and have a collection of ATAs I use for testing and tweaking. When Sunrocket went under I started researching providers and Teliax looked like a plan that would work for me so I signed up for an incoming line and some minutes. I made two deposits to my Teliax account (which are used up as you use the service) . Upon sign up there is a warranty that states if a customer is unhappy for any reason the account may be canceled within 30 days with a full refund of unused credit.

After some difficulty getting a stable, usable connection I called customer support to verify settings and determine if there were service issues. Within one minute the tech support person was pushing the $75.00 per hour tech support and offered virtually no help in addressing my issues.

After many attempts to work through the issues I gave up and requested that Teliax cancel the account and refund under their customer satisfaction policy, as I was certainly not satisfied. I received an email canned response that my message had been received, but after many weeks I have not received a credit or further response. I later read in the Teliax forum that Teliax claimed their incoming number provider had screwed up, but still no acknowledgment, credit or message acknowledging cancellation of the account. It appears that my only recourse is to file a complaint with my credit card company.

No matter what Teliax spins, make sure you protect yourself if you choose to try their service. Make darn sure you save a copy of their sign up information. Customer support is a joke and apparently they don't seem to follow their own customer satisfaction policy

Update: Mr. Ogali was contacted on Monday morning (the first business day after he sent in his inquiry) and all issues were resolved, ostensibly to his satisfaction. He remains a Teliax subscriber...

Mr. Ogali, we're deeply sorry you have had a poor experience. This, however, is *not* the experience of all Teliax users. Generally, Teliax enjoys a very positive, flexible and reliable reputation. If you would like to speak to a Teliax representative directly regarding your issues you may do so 8am-5pm MT M-F, and we will do everything we can to repair the situation. Most of your issues seem to have been experienced over this past weekend (as evidenced by your post to this page on Sunday evening). If you get a support technician who is unable to handle your call to your complete satisfaction you are more than welcome to escalate your issue to a more senior manager. You need only ask. Thank you for your patience and understanding.

I've been using Teliax for a grand total of 39 days, and it's really starting to annoy me.

• I signed up on 6/20, but not without any problems. An error in their MySQL database caused me to receive an e-mail saying that a "recharge attempt failed", despite the credit card authorization going through. My account was disabled until I added more funds, and on the second try, it magically worked.

• Later on 6/20, the toll free number assigned to my account stopped completing, and started terminating to another customer. I called customer service and was told "oh, that number seems to have been ported out without our knowledge. We'll remove it from the pool." I was given a new toll free number.

• On the morning of 6/21, about 2:30am EST, calls to my numbers were not completing. I e-mailed support, which replied back to me 9 hours later, at 11am, to say "we don't see any problems, it works".

• On 7/27, I got notice from my clients that calls to my numbers have been failing. I e-mailed support at 7/28 3:45am, and got a reply back almost 10 hours later asking for my username and account number. I replied, and never got a response afterwards.

• Today, 7/29, I look at the online portal, and amazingly, calls have been not completing since 7/23. I take a look at Asterisk and it reports the Teliax peer as unreachable. Next, the online portal shows me terminating to a different gateway than the one I specified. I reconfigure my Asterisk to terminate to the gateway I was magically switched to, and unsurprisingly, my numbers still do not work. And for the cherry on top, my new toll free number is no longer terminating to my account, and instead, going to another customer.

The audio quality is horrible, I have to hang up and call people from a different number. No, I haven't tried switching codecs on their site, as G.711 should work no matter what.

The customer support department has limited hours, and doesn't really answer requests after hours or weekends. I'm not asking for a complicated setup, just for my calls to be delivered to me as expected. This is the 2nd VoIP provider I've had a bad experience with. At this point, I'm probably better off with a Digium card and a PRI. You get what you pay for...

So, what you're saying is that the service is good, the support is good - "meaningful" even - and that you've stuck with Teliax for 2 years (pretty good). Occasionally they work on the website or, possibly, your internet connection flakes for a sec. It evades me but I'm sure you had a message you were hoping to would come through in that post.

I'm using Teliax for about 2 years.
Most of the time the service is good and I can get some meaningful answer from support guys.
But what's making me not so happy - their web site.
When it goes down - just shows some http error.
I'm having some hard time to explain to my management why our vendor's site went nowhere.
All this looks like the company went out-of-business. Scary...

Submitted several complaints - looks that nobody at Teliax is willing to respond. Pity. From my point of view - good company...

We've been using TelIAX for the past 12 months - I use it for two companies, have four pay as you go accounts and about 15 DID numbers. We use the service for both voice traffic (g726) and fax traffic (g711u) and have had very few problems. We are based in New York City and their POP is in Denver and even with 80ms of transmission time it is still excellent service - our sales force uses it to cold-call the globe daily and has reduced our international long distance by 75%. We also run our own conferencing system to routinely host large conferences of international callers (sometimes 30+ participants in a single call) and have never had any issues.
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Like all small companies who provide a great product, they face growth challanges. As many other people have commented, it has been difficult to contact support at times. Since my business depends on their service, I have discussed this in detail with them and not only have they added additional support help, I understand have a few more starting in May. Additionally, unlike many other companies, their management has responded to my varied request from desiring an SLA to Land-Line fallback and interface changes.
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I think many people probably expect a lot of hand-holding when getting into the VoIP market and usually lean on their carrier for this assistance; assuming that when something goes wrong it is the carrier's fault. TelIAX is an extremly powerful service that takes some time to confiure correctly - we have usually found that errors are our fault, not theirs. They have helped when they can, however, they aren't equiped to educate the world on how Asterisk, SIP and IAX work. If you're a new at this, I suggest having some patience while you figure it out. If you're more experienced, I find it hard to believe that you'll find better service with more advanced features.
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I'm also happy to chat directly with anyone who is thinking of using their service.
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Posted by a very happy customer, cullin@emailanlayst.com.

We've been using TelIAX for the past 12 months - I use it for two companies, have four pay as you go accounts and about 15 DID numbers. We use the service for both voice traffic (g726) and fax traffic (g711u) and have had very few problems. We are based in New York City and their POP is in Denver and even with 80ms of transmission time it is still excellent service - our sales force uses it to cold-call the globe daily and has reduced our international long distance by 75%. We also run our own conferencing system to routinely host large conferences of international callers (sometimes 30+ participants in a single call) and have never had any issues.
<P>
Like all small companies who provide a great product, they face growth challanges. As many other people have commented, it has been difficult to contact support at times. Since my business depends on their service, I have discussed this in detail with them and not only have they added additional support help, I understand have a few more starting in May. Additionally, unlike many other companies, their management has responded to my varied request from desiring an SLA to Land-Line fallback and interface changes.
<P>
I think many people probably expect a lot of hand-holding when getting into the VoIP market and usually lean on their carrier for this assistance; assuming that when something goes wrong it is the carrier's fault. TelIAX is an extremly powerful service that takes some time to confiure correctly - we have usually found that errors are our fault, not theirs. They have helped when they can, however, they aren't equiped to educate the world on how Asterisk, SIP and IAX work. If you're a new at this, I suggest having some patience while you figure it out. If you're more experienced, I find it hard to believe that you'll find better service with more advanced features.
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I'm also happy to chat directly with anyone who is thinking of using their service.
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Posted by a very happy customer, cullin@emailanlayst.com.

Similar to wolfson, below: My service was shut off due to a credit card payment problem. That's fine. I submitted a new credit card, it was billed on 4/12. Service was not automatically restarted.

I attempted to submit a support ticket on 4/15 after trying to reach somebody on their support telephone number for two days. No response. It wasn't until I made a significant effort on 4/17 to reach somebody on the phone that I was able to get my accounts turned back on. It was during that phone call that I was informed by the aforementioned David (hmm.. mmmmaybe TelIAX is.. just David?) that when an account is turned off, somebody has to manually turn it back on again.

I don't have a problem with "no-support" VoIP accounts. I do have a problem with "no-support" VoIP services that don't even provide you with automated tools to fix your own problems. It's okay to have an automated process to turn off accounts, but it's not okay to have no automated way to turn them back on again, and then not respond to customer complaints.

TelIAX: consider this a wakeup call. I'm a VoIP consultant, and have been wary of recommending your services after I've heard about complaints like this from others. This incident just tells me that I cannot depend on your service, so I cannot recommend it to clients. Having to dial 'till my fingers fall off just to get a $5/month account turned back on is unacceptable.