 Review by mph300 
UPDATED: 1.8 years ago
member for 7.9 years, 2094 visits, last login: 1 days ago
 Saint Louis,Saint Louis,MO
 $16 per month
 about 6 days
 "Price, voice quality, functional E911 and faxing, Caller ID w/ name(when service is online)"
 "Frequent outages, sometimes for days! Poor tech support!"
 "I'm back on a land line that works EVERY time I pick it up!"
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)
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December 15, 2006 Update:
After all the nightmares with SR service and their lack of qualified tech support, I dropped the service about 8 months ago and went back to a landline. I could not be happier now as my phone and fax work every time I pick them up to use them.
SR was fine as an experiment but their service has too many problems to be reliable for an everyday service, in my opinion.
I found that reliability is more important to me than price, which is what drew me to SR and voip in general. Along with the tech factor!
September 11, 2005 Update:
The SR service has had two of the worst weeks that I have experienced. My service has been on-off-on-off-on again for the past two weeks. Tech support has been almost non existant during this period. I had almost 48 hours straight of no service, or shall I say, service that I would use or trust last week. As of posting this review, service "seems" to be back to normal for myself. Even though there might be some people still without service.
Tech support was dropped another three points.Tech support has been an issue in the past, but not to the extent it is now. I lowered the tech support again on this review update to the lowest possible due to lack of knowledge of level 1 techs, lack of response from higher level tech support and the almost total ignoring of emails sent into SR.
Value for the money was also decreased one point. This is due to the fact that if you factor in two weeks of problems in one month, the price for the service becomes less attractive and more expensive for the two weeks that I had somewhat relaible service.
Reliability was dropped two points due to the previously mentioned outages and problems with the SR service.
The bad points tag line was changed from "some outages" to what it reads now.
The bottom line tag was changed. I will not recommend SR to friends and family until I see more reliable service and support. I used to pass out recommendations like crazy!
I am still going to stick it out with SR for a little while longer and see if they can get through what I think is growing pains. If they do not improve on their support and reliability, I will be forced to start searching for another more reliable voip provider.
I hope SR gets their act together soon. They seem like they try, but are failing more that succeeding right now.
July 25, 2005 Update:
I applied to have my Sbc land line ported over to SR on June 23, 2005. SR emailed me on July 22, 2005 to tell me that the port was complete. When in reality, the port was half complete. Outgoing calls worked right away. However, incoming calls did not function until the morning of July 25, 2005. And this was after several calls to SR to get their attention directed at this matter. After getting through the level 1 tech support(and I use this term loosely) mess and speaking with someone who knew more than what was printed on the paper in front of them, I received success. I was, however, impressed that I received a test call from SR to check to see if the incoming number was working--and on the SAME DAY!!
Since the "black monday" outage that SR had a few weeks ago, my service has been very good. I revoked my comments of "NONE" on the bad points line to read what is does now. I also downgraded tech support by one mark due to the fact that level 1 tech support can only help with the simplest of issues and the level 2 techs rarely call back when they are supposed to do so. I upped the mark on the website because it has become more reliable for myself.
All in all, I still consider SR a worthy service. I will stick with them for now and hope that the growing pains end sometime soon and they can start to address the other small issues that their service has and start to add new features that have been requested!
June 6, 2005 Update:
All is well today in SR land!! Caller ID name is now functional on my account! YEAH! All of the features that I use are functional as well. I have forwarded my sbc number to my SR number until the line porting can be completed. I installed my Panasonic 2.4 ghz wireless phone system to the gizmo last night to make all the phones in the house ring instead of just the two Unidens that SR provided to me. The Panasonic phones actually made the voice quality just a little bit better than the Unidens that I was using while testing the SR service. My new fax, a HP 7210xi, is working flawlessly on inbound and outbound faxing. I have yet to have a fax fail after upgrading to this machine and the Gizmo firmware to 4.54.
KEEP UP THE GOOD WORK SR!!
May 19, 2005
I subscribed to Sunrocket service on April 23, 2005. Six days later my welcome package containing my "Gizmo", Uniden phones and setup hardware arrived at my front door. I initially wanted to set up the gizmo behind my router but decided to go with SR's recommended setup which is installing the gizmo between the modem and router. Upon initial setup, I could not establish a link. After calling tech support about this issue and dealing with a complete idiot who did nothing for me or my problem, I was transferred up to level 2 support and got the issue resolved(corrupted downloader file out of the box). After getting sync, inbound and outbound calls worked immediately and mostly clear. No name on caller ID. No faxing inbound or outbound. Otherwise, all the services I have tried have worked GREAT!(call forward, call block, voice mail, distinctive ring)
Fast forward a week....After deciding to purchase a new fax machine to replace my 10 year old HP, I was able to get inbound faxing to work. Still no outbound faxing support. Also, I noticed some echo developing on my end that was my voice echoing into my receiver. I did a lot of reading here on BBR about VoIP and SR specifically, It seemed to me that a firmware upgrade was in order to possibly correct the outbound faxing issue and echo problems. I called tech support once again and was on hold for about ten minutes before a level one(member services as SR calls it) answered the call. I inquired about a firmware upgrade and he knew nothing about it or so he said. I mentioned BBR forums and then he stated that he would have to take a message for a higher up to call me back about the firmware and issues I was having. I hesitantly agreed to wait for a callback.......
Two days later, no call back from SR tech support. I called them again and asked specifically for level two or the NOC department. I was told that I could not be tranferred to either of these areas and would have to leave a message and wait for a callback. Later that night, I wrote an email to joyce@sunrocket.com explaining what was happening and that I was not very happy with the support I was receiving and was questioning my decision to go with SR. I received a personalized reply to that email the next morning stating that a member of the NOC department would be contacting me soon about the issues and firmware upgrade. I no more than closed the email and the phone rang with level two on the line.
After a couple of tries, my gizmo gets the newer firmware 4.54. After this upgrade I am really wanting to try out the faxing. Get this, the firmware upgrade fixed the outbound fax issue and broke the previously working inbound faxing. I played with some of the settings on my fax machine trying to get it to work--not happening!
I decide to call SR back and ask them about the issues with the fax doing a reverse move with the firmware upgrade. This time when I call and get a "member services" support person, they instantly transfered me up to someone else in the engineering department. The only thing I can think of is an account flag or note that said to transfer me immediately up to another department was added to my account. I never had a chance to request a higher up!
All the sudden, I am speaking with someone who KNOWS what is going on with the SR service! He askes me very detailed questions about my issues, one at a time. He then would hang up the phone, change some settings in my gizmo and call me back right away. After about 15-20 minutes of this, my SR service is working better than it ever has. We are about to disconnect from the call and I ask if I can relate an issue about faxing and he said yes. I told him how it did the reverse thing with the firmware upgrade and he adjusted a few more settings on my gizmo and now all the functions, including fax in/out work flawlessly!
I could not be a HAPPIER SR customer!! It was a rocky start, but with persistence on my end and on their end, all the issues were resolved!!
I see one more Sbc customer jumping ship in the next week or two!!
GO Sunrocket GO!!
Mike
Followup comments:  benraskin
join:2006-01-27
Brooklyn, NY
| I gave up I signed up with SunRocket in November ’05 and have had problems with their service ever since. While in middle of a conversation the volume starts to gyrate up and down making conversation unintelligible. Then the line goes dead.
After numerous calls to their tech support they tell me that my problem is that I'm using my house wiring while their gizmo could only support 2 phones and I have 5.
I decided that I’ve had enough and started looking for another VOIP provider. After polling several providers only Vonage claimed their adapter could support 5 phones.
Everyone else could guarantee only 2 phones.
So I’ve signed up for Vonage. Did I make the right choice? Are there any other providers that can handle multiple phones using house wiring? | |
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mph300
Two Thirds The Way There
join:2000-11-09
| Re: Another "LOVE turns to HATE story" at SUNROCKET reviews said by koam :Read this story from beginning to end or end to beginning.... "GO SUNROCKET GO!" You should check your quantitative ratings that qualify this as "MIXED" review on the home page. Sunrocket still gets a (meaningless) SILVER award from BBR, due to ex customers who don't sufficiently take down their quant scores in reviews. Like this one. GO SUNROCKET GO! HA HA HA umm....i did take down the ratings that were appropriate to take down. it is still a good value for the money(for someone who wants it), the website worked most of the time for me and it was easy to install. no need to take these ratings down.
unlike your review where you just knocked everything down because you love to hate SR! just look here:
»Review of SUNROCKET by koam
get a life 
mike
--
CH3NO2 | |
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koam
Democrat 4 McCainPalin -Country First.
Premium
join:2000-08-16
Pink Pecker
clubs: | Re: Another "LOVE turns to HATE story" at SUNROCKET reviews "GO SUNROCKET GO!" | |
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jimi
@rr.com
| I've had SR for a year now. There have been sporadic outages, but what bothers me more is the web site. Amazingly, I van get to the pages explaining the advantages and trying to sell service, I even just watched the commercial. Very quick there! However, when I try member login, NOTHING! If the rest of the site works, why not member login?
I'm keeping it for now, but changed to monthly billing. | |
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