Why and when does a call switch to regular GSM? People use Viber becaus of its ability to use VoIP to place the call. So, basically its a FREE call. If and when a user wants to call regular they will use the standard carrier's calling app.
Can't Viber automatically see that both parties are using Viber and therefore NEVER allow accidentally using regular GSM call for such (when in the Viber app)? Why would any sane person want to call otherwise? I have been charged over $300 for an hour call which all that time I thought was VoIP FREE call since we both use Viber.
So, instead of a pop-up warning, just DONT allow it because 101% of the time the user doesnt want paid call while using Viber.
Thanks for your feedback.
Since Viber's launch (well over 2 years ago), we have received very positive feedback regarding the feature of switching to a regular (GSM) call. This is very comfortable for users whose internet connection becomes choppy, and they wish to switch to a regular, cellular call.
As you said yourself, we show a very clear warning message that requires the user's confirmation before making/switching to a GSM call.
I have to tell you I am shocked at my current phone bill. I am in Colombia, signed up to VIBER and was so excited to have a way to keep in touch with some important family issues while traveling. My first bill was a whopping $ 181.00, followed by a charge each time I went on to VIBER. I did not get any warning message.
I called ATT&T and they were so nice. I think this has been a big problem for them.
VIBER needs to get this together and really communicate well to its' users. Otherwise they will tank.
I am not going to use the app until I am sure they won't put me from wireless to 3G. I was on wireless when I made the calls, actually made sure of it! Then, to see this happen....wow very dissappointed.
I am worried - as will be many other people who are considering using Viber and hear about this serious issue.
If indeed, as one poster stated, Viber promote the app as a way to avoid "Bill Shock", it sounds as if it could be sued for false advertising.
The Viber reps replying on this Forum appear not to "get it". We understand that Viber does not profit from the call switching issue, BUT the reps seem unable to see it from the user point of view. Let me explain my concern...
I have two children in faraway countries. Viber allows me to keep in touch with them, using WiFi, for free. Brilliant.
My children also want to speak with their grandparents, who don't have smartphones, so they need ViberOut.
I am worried. Where they are WiFi is unreliable.
If WiFi drops out, and they are on a call, they will have their phone against their ear - NOT in front of their eyes.
IF an alert pop ups they will not see it.
Instead they will complete their call on GSM and could use up all their cellphone credit. In a 3rd world country that means a trip to a cellphone shop - a major hassle, requiring arranging to go to town with friends, not going on your own, etc for safety reasons. This issue could put them out of contact with us for days (no cellphone credit) or worse put them in danger.
Uninstall/reinstall the app doesn't solve anything - you don't hear a 'pop up' warning, you see it - but not if you're on a call, with your phone to your ear.
Even if it did solve the problem ... I could do it, but my daughter is not a techie. And downloading & reinstalling an App over dodgy WiFi in Africa is not simple & easy. Communication is literally a lifeline in some such situations.
PLEASE, just add the "disable in-call switching from WiFi" option. It cannot be that hard.
To have added this simple option requires less effort/time than replying to all your customers. And wins you friends. For every customer who has complained about this, 20 more will have told all their friends to avoid Viber.
The only reason NOT to do so would be if Viber is getting kick-backs from AT&T - which I hope is not the case.
PLEASE - if you got a shock bill for $200 what would you *feel* ?
Would you think "I will uninstall and reinstall the app, so this does not happen again" - and it might !
Or would you think "*** this" and tell your 200 Facebook friends to avoid Viber like the plague??
PLEASE hear the heart of what your friends here are saying - we want Viber to succeed and continue being there for us and for you. Just spend a tiny bit of Rakuten's money on fixing this, please.... :-)