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August 30, 2004

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Ravi Cheruvu

I have had a terrible experience with AT&T service with respect to callvaltage. I signed up for CallVantage in early August 2004. Lately, I realized that very often when someone tries to call my number, it goes directly to voice mail (even though I have call waiting). I called my number using my cell phone a number of times and confirmed the problem. callvantage claims that if the ISP is sending any upgrades or if some information packet is lost, then it disconnects the phone and there is no way for me to know that the phone is not receiving calls unless I keep checking frequently. Incidentally, I have DSL service from AT&T. CallVantage refuses to speak to their sister DSL dept and sort out the problem. I don't see any reason why the ISP should stop sending upgrades. It should be callvantage's responsibility to make sure that the phone works. They cannot assume that the consumer will know when an upgrade is made or when an information packet is lost. They also do not respond to questions in mail. They insist on having the consumer call them up, and if you do call, you will have to wait for a long time before someone answers your phone. Incidentally, if you encounter a problem over the weekend, do not bother to call them. They don't work on weekends. I had the problem and called them from my cell phone (not serviced by AT&T) and got a message that they are closed over the weekends. I had VOIP earlier with cablevision and never had any problem.

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