Our company has been using GoToWebinar for just a hair short of ten years, and it's to my great disappointment that we've decided to cancel the subscription at the end of this month.
We have the 1,000 seat plan, but most of our classes sit somewhere in the 2-300 range. Right now is our busy season where we will actually start filling the app to capacity.
Starting in September of this year every class we have held has had substantial technical issues. The most noteworthy and problematic is that a subset of our students will lose audio. Not all of them, just a portion of them. If I have 500 students in class about 50 of them will call us to report poor audio or, more frequently: missing audio entirely. I've been able to connect from my own PC and smartphone and observe the issue as well. It seems like once audio goes missing it remains that way for anyone else who joins after that timestamp in the day.
If we contact support during these incidents they tell us it's our internet. Our office has a dedicated fiber line, as well as a backup cable line and switching between them seems to make no difference with the issue. Forget the fact that 450 of my students still have functional audio. This last time, when support tried to claim it was our internet, I drove across town to my personal residence and ran the class from my own house/internet connection. We observed the exact same issue (although this did seem to change which students could hear and which ones could not).
We try our best to get students to download the GoToWebinar app, but now the website directs them with great force to the GoTo app instead. Students unfortunate enough to download the this app report a wide variety of odd behavior.
The most common problem we see is a student will be kicked out for one reason or another, and when they try to rejoin they are told that their email address is already being used in the meeting. Sometimes we can get them back in by changing to a different app or moving to a computer, but oftentimes there's no resolution other than making up a new email and having two (or sometimes three to four) attendance records for them.
Other students using the app report being unable to answer polls. We use polls to help track attendance/participation and by the end of every class we do my email inbox is full of students screenshotting the app telling them their answers can't be submitted. This seems to also be exclusive to the GoTo app. If we can get students into the old GoToWebinar app the issues tend to vanish.
At this point we've accepted that this tool no longer meets the needs and size requirements for our company. We'll be switching to a competitor as soon as our business cycle allows us to. I don't know if this information is of any value to this team, but I thought I would provide the feedback anyway. I can't help but think that we aren't the only people who will find our lives easier without the GoTo app in it.
