 Review by shutrbug 
UPDATED: 333 days ago
member for 7.8 years, 1870 visits, last login: 1 days ago
 San Jose,Santa Clara,CA
 $16 per month (12 month contract)
 about 21 days
 "Price, performance, terms and conditions"
 "Tech support could be better. First line support is useless."
 "I'm a happy camper now!"
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(ratings above consensus)
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I ordered Sunrocket on 3/14 for use with my SBC Yahoo DSL because of the outstanding price/Ts&Cs and the reportedly excellent customer service. Unfortunately, just after I ordered my service, Sunrocket ran out of haardware to send. Despite assurances that they would send my kit via priority delivery service, they shipped it UPS Ground, resulting in even more delays. In net, it took a full 21 days from order to online. Grrrr!
Installation of the Gizmo before the router was uneventful, and outgoing calls worked right away. Incoming calls are not yet functioning, although I was advised as such. While I'm able to do some basic functions like web surfing to most sites, I've lost the ability to do others:
1. No access to Hotmail via Outlook Express
2. Unable to send email in IMAP account via Outlook Express
3. Unable to access Hotmail and Yahoo Mail via web browser
4. Yahoo toolbar won't load with Firefox, although it works fine with IE
5. Unable to post to DSL Reports using both Firefox and IE (Error 400 and 500, respectively, at home... I'm posting this from work).
After a thirty minute wait for tech support via phone, the tech was unable to give any useful advice during my thirty minute call. He did submit a rouble ticket, and I received a call the next day from a second level person advising me to move the router before the Gizmo and give up the QoS features that the Gizmo provides (no happy about this). When asked about the possibility of choppy voice, he replied that they'll work on that issue once I move the router and verify that I have voice problems.
Net: So far Sunrocket's promise of outstanding service has come up empty, from hardware out of stock to missed commitments on priority shipping to inability to troubleshoot my hardware problems. Hopefully they're just experiencing growing pains and will work through these problems. I think they're trying hard to provide good service, but haven't worked out all the kinks yet. I'll update this review as I make progress in fixing my problems.
4/14 edit: SR tech support told me to put the gizmo after the router, which I did. Vocie quality is still pretty good, even though my DLink doesn't have QoS. Still, it's disappointing that the gizmo wouldn't work as designed, but based on the complaints of reduced data rate through the gizmo in the VoIP forum, I guess I'll leave it that way and not complain. Gotta find a good deal on a Linksys now....
4/16 edit: With the help of PJIV here on DSL Reports and DLink tech support, I now have the Gizmo working properly before my DLink router. The problem turned out to be the MTU size. By default, it was set to 1500. After changing it to 1452, everything started working properly. Thanks, PJIV, for the help!
Added comment: Sunrocket tech support gave up too easily in trying to fix my problem, in my opinion.
10/1/07 updated. They're dead. Stick a fork in them. I had canceled my service on the two year anniversary, since I really didn't use the service enough to justify the cost. Thank goodness I did so before they went belly-up.
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