Solved I'm quitting

[Scalg]

I am really disappointed with the support we are receiving with the hosted version of 3cx.

We have a high CPU problem which we cannot diagnose because we have limited access to our instance.
Support doesn't want to help us as we have a few phones configured in STUN. No diagnosis was started on their part.

However, I understand that if the diagnostic reveals that the problem is related to the phone configured in STUN, that they cannot help me anymore. But they don't even want to look at my instance because I have (a few) STUN phones.

It's completely crazy ... I'm currently looking to move my two instance to Azure or to completly change our PBX software.

First time in a year of using the cloud version that I encountered a problem and that I was disappointed with the support offered. First and probably the last ...

 

[NikosT_3CX]

@Scalg did you open a support ticket with our Tech Support Team or our Cloud Team ?
Also I have checked your Instance and as I can see, for the last 14 days, your CPU has not exceeded 25% at its max.For Hosted by 3CX PBX all deskphones must be provisioned with SBC.
If you have a ticker number, can you PM me with it please ?

 

[Scalg]

@Scalg did you open a support ticket with our Tech Support Team or our Cloud Team ?
Also I have checked your Instance and as I can see, for the last 14 days, your CPU has not exceeded 25% at its max.For Hosted by 3CX PBX all deskphones must be provisioned with SBC.
If you have a ticker number, can you PM me with it please ?

I've opened a ticket from my customer portal. I will send you my ticket number in PM. It's the CPU of another instance that i'm managing because I have two company. And it is impossible for me and in this age to have all phones in SBC since there's alot of people working from home. So for call issue, I understand that you require that phones involved need to be being an SBC.

Thank you taking the time to reply, really appreciated.

 

[Saqqara]

Have you setup the stun phones the 3cx supported way

 

[Evolute IT]

Have you setup the stun phones the 3cx supported way

Hosted instances are not supported for STUN at all since even in the best case scenarios, you can still have issues. They have to use an SBC.

I am really disappointed with the support we are receiving with the hosted version of 3cx.

We have a high CPU problem which we cannot diagnose because we have limited access to our instance.
Support doesn't want to help us as we have a few phones configured in STUN. No diagnosis was started on their part.

However, I understand that if the diagnostic reveals that the problem is related to the phone configured in STUN, that they cannot help me anymore. But they don't even want to look at my instance because I have (a few) STUN phones.

It's completely crazy ... I'm currently looking to move my two instance to Azure or to completly change our PBX software.

First time in a year of using the cloud version that I encountered a problem and that I was disappointed with the support offered. First and probably the last ...

Why not use the DesktopApp for those people instead of STUN phones that won't be supported?

 

[Scalg]

Hosted instances are not supported for STUN at all since even in the best case scenarios, you can still have issues. They have to use an SBC.


Why not use the DesktopApp for those people instead of STUN phones that won't be supported?

I understand if I have call quality issue with STUN phones you will not support these phones, but for everything else why not offer support ? For like the hosted instance, phones behind SBC or any other not STUN related issue..

And the people that using STUN are not using the DesktopApp for multiple reason.
- Some are using Mac laptop, and the web version is not really easy to use when you have multiple software and tabs opened. So we are waiting on a Mac based app for these people
- Others are more used to receive and make calls from a real phone.
- We had many issue related to wireless headset with the softphone app. The default Mic would get replaced by the webcam mic if the headset is disconnected and other issue.
- Call parking, take or place a call in a shared parking from the Desktop App or Web app is not easy.. And we are not seeing them in BLF (from what I remember..)

 

[Scalg]

If I replace the wired network phone that are STUN configured of my employees who work remotely with an Android Wifi tablet, with a stand to mimic an office phone. The wifi tablet with the application will be more stable than a wired STUN configured yealink phone? I'm having a hard time believing that.

 

[Evolute IT]

- Call parking, take or place a call in a shared parking from the Desktop App or Web app is not easy.. And we are not seeing them in BLF (from what I remember..)

Yes, you can see them in the DesktopApp when cliking the arrow beside the close button. It opens a side panel like the old Windows client.

- We had many issue related to wireless headset with the softphone app. The default Mic would get replaced by the webcam mic if the headset is disconnected and other issue.

That sounds like a Windows/driver problem. Not 3CX.

- Some are using Mac laptop, and the web version is not really easy to use when you have multiple software and tabs opened. So we are waiting on a Mac based app for these people

Yeah, it's coming. We hope for it too.

- Others are more used to receive and make calls from a real phone.

Can't blame them there lol

I understand if I have call quality issue with STUN phones you will not support these phones, but for everything else why not offer support ? For like the hosted instance, phones behind SBC or any other not STUN related issue..

I cannot speak to that, but I know 3CX should support the instance unless you use ANY KIND of unsupported config. So it could be that.

 

[Evolute IT]

If I replace the wired network phone that are STUN configured of my employees who work remotely with an Android Wifi tablet, with a stand to mimic an office phone. The wifi tablet with the application will be more stable than a wired STUN configured yealink phone? I'm having a hard time believing that.

It is fairly possible. The apps use the tunnel or WebRTC (for the web ones). Phone use SIP directly. Just the fact that SIP and RTP are splitted (where with the apps and SBC it is all sent as one), it CAN make a difference.

STUN never works perfectly to be honest. Issues are bound to arise anytime.

 

[Scalg]

I just want to end this post on a good note, letting you know that I have finally received some support. Thanks to the 3cx team!

 

[NikosT_3CX]

@Scalg I will make this case as closed but we still have the private message open and we ll keep monitoring the case until we are sure 1000% that there will be no issues.