PROBLEM WITH CONNECTINT GO GOTOMEETING SUPPORT

To the GoTo Meeting Executive Support Team,

I am writing to express my absolute outrage and profound disappointment regarding a critical, persistent technical issue and the utterly tragic state of your customer support process.

For over a year and a half, I have been trying to resolve a serious dial-in failure affecting elderly participants of our meetings in Greece. Despite numerous attempts to seek assistance, the problem remains unresolved, and I feel I have been completely ignored and dismissed by your support channels.

The requirement to only communicate via telephone for a critical technical issue is unacceptable, especially at the end of 2025.

Communication Barrier: I am based in Greece and the only accessible support option provided is a phone number that would cost me a fortune to call for a lengthy, complex technical resolution.
Process Critique: Is it truly impossible in the current technological climate to offer a basic chat or email support channel for paying customers? This support process is absolutely tragic and demonstrates a complete disregard for international clients and fundamental customer service standards.

We have followed all troubleshooting steps, including changing Meeting IDs and adjusting dialing methods, to no avail. The problem is definitively a DTMF/Audio Bridge failure on your network serving Greece.

I demand an immediate escalation of this technical problem to a senior technician, and I expect to be provided with an accessible means of communication (email or direct chat) to finally resolve this issue without incurring exorbitant phone costs.

This situation is damaging our organization's operations, and your current support structure is a complete failure. Address this issue immediately.

Tasos

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Comments

tasos_m

Thank you for escalating the case to Tier 2. This issue is affecting our ability to join meetings, so I would appreciate any updates as soon as possible.

KateG

@tasos_m I see that the case was escalated to Tier 2 this morning for further review. Thanks for your patience.

tasos_m

Τhank you for your response. No one has contacted us so far and the problem persists.

KateG

HI @tasos_m Welcome to the Community and I'm sorry for the trouble you are experiencing.

I see that you have an open case today, someone from our team will be reaching out soon.

Based on your case from April, a support agent needed to work with you on the phone in order to conduct a live session and retrieve logs for further investigation. I understand that this is not convenient, but it is needed in order to review further. Our team will contact you directly if you provide a date and time to review.

If you have any other questions, please let me know. Thanks.

tasos_m

Subject: URGENT & FINAL NOTICE: CRITICAL DTMF Failure on Greece Audio Bridge - FIX OR WE LEAVE

To the GoTo Meeting Technical Support Team:

This is a final notice regarding the CRITICAL DTMF recognition failure that prevents our participants in Greece from joining via dial-in. This problem has persisted for over 1.5 years.

**The Failure is Exclusively on GoTo Meeting's Side:**
1. **System Error:** All dial-in users receive the message **"You entered no digits."**
2. **Carrier Checks Completed:** We have conducted necessary tests with multiple mobile carriers and confirmed that **there is NO issue from the carriers' side**. Furthermore, their landlines work perfectly for standard calls and also function perfectly when dialing into competing platforms like **Zoom**. The failure is isolated entirely to the GoTo Meeting audio bridge.
3. **Troubleshooting Exhausted:** We have tested two different Meeting IDs, instructed users to press digits slowly, and verified that the equipment worked flawlessly for 3 years prior to this issue appearing.

**Immediate Demand Regarding Support:**
I am located in Greece and your support policy is unacceptable. I am blocked from using Chat or Email and am forced to contact you ONLY by telephone, which will cost me a fortune for a complex technical resolution. This must change.

**FINAL WARNING:**
The current situation is severely impacting our ability to operate. I demand immediate and urgent escalation to your senior technical team (Tier 2/3) to fix the codec/DTMF configuration on the European/Greek Audio Bridge.

**If this technical failure is not resolved immediately, we will be forced to terminate our contract and transition all our operations to a competitor platform (like Zoom) where the dial-in functionality is proven to work.**

Action is required NOW.

Anastasios Tasos Markoulidakis
Contact Phone: +306980215550

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