New problem with severe lag
Been using Grasshopper with Desktop App for years now, and love it. Sometime in September 2024, I began having severe problems with voice lag. I've contacted Grasshopper support, whose only suggestio...
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I agree. At this point, I'm investigating other vendors. I'm solo, so I don't have big needs, just effective and efficient needs. I definitely need a text auto response to missed calls, and not all of them offer that. I'm looking into Zapier, Dialpad, and OpenPhone. Anyone else have any suggestions? I do not need as much as what Grasshopper offers with the virtual receptionist, however I have been very happy with the service up until this issue that they are ignoring. I suspect there was a software update in late August that has caused this issue but they won't look to figure it out.
@flashscuba I understand the frustration, but we are not ignoring these reports and while we do release regular updates that is not what is happening here. If there was an issue introduced in a recent update we would be able to recreate what you are reporting and observe it. We would also have the majority of our customers reporting this issue.
The team is reviewing the information that has been gathered so far, but more examples would be helpful. So when experience this issue please continue to provide support with the call details so we have more to work with.
It happens to me and my team every single day. The longer the call goes on, the worse the delay becomes. I've provided logs to customer service and they see the delays as well. However, our network connection and upload/download/ping is rock solid.
Want more examples? Just analyze all the calls made and received on my Grasshopper numbers that last more than 10 minutes. They all have the delay problem. It's simple, the longer a call is, the more the delay increases.
Here's one more piece of information. When I use my desktop app, the voice lag is so horribly bad that conversations cannot be completed. This is a huge big deal as I cannot complete business. When I use the mobile app on my Android phone, there is still some lag but it is not as bad. The phone is on the Wi-Fi using the same modem as the wired desktop app. Pingplotter shows no latency issues, and spectrum has investigated three times now replacing all of the lines and connections. New modem. It never happened until sometime in August September time frame. Now it is constant.
Thanks flashscuba for the other companies. I'm looking at Zoom phone. It's sad but since the official version of Grasshopper seems to be telling us that we are isolated cases and to change internet providers, and that all the tests I did with my provider did not show any problem, I see myself forced to solve my telephony problem by going to see other companies. Grasshopper, if you don't take our complaints more seriously you will lose customers. We tell you that there is a problem since the updates last summer. My team and my customers are tired of having to put up with telephony problems.
