 Review by koam 
UPDATED: 116 days ago
member for 7.7 years, 3082 visits, last login: a few hours ago
 Port Chester,Westchester,NY
 $17 per month
 about 14 days
 "None."
 "SR sells your email address to spammers. UNRELIABLE - too many outages and glitches"
 "It's dead, like I said."
| Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings well above consensus)
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Update Nov 18, 2007
Come back, little SunRocket!
Update July 18, 2007
Well we finally killed the bird. It was a bad, bad bird and it died a painful death.
Update July 4, 2007
Sunrocket has ejected 1/4 of its staff and many top execs in an effort to save cash. They are also off in Europe trying to dupe unsuspecting venture capitalists in a last-ditch effort to save the sinking ship. It's a pathetic death dance and we can all watch with pleasure as it is so well-deserved.
SuckRocket may finally be going out of business because it's running out of money. Is this any way to run a phone company....into the ground?
»SunRocket out of money?
Sunrocket also over-billed me by $214 as they charged me for what they promised to be a free 2nd year. All the staffers there agree that it is an overbilling and say that they will reverse the charge but so far I have not received the credit that I'm due. Watch them very closely as they will steal from you.
Update June 12, 2007
Last week SuckRocket announced another upgrape to the web site for the 8th of June. They started mucking around with it, then announced that it would be done on the 9th. During this time parts of the member portal were down and there was no customer support by phone or email. Then they hit another glitch and said that they'd be back up my Monday morning at 7. Guess what? They weren't up. Then they said they'd be up by Tuesday. Guess what? The WHOLE member portal has been down for a full day, meaning that all members can do NOTHING with the service or features. SR has not announced when it will be back up. GOTCHA!
Update March 1, 2007
Now SunRocket has a FREE very loud static noise that reminds you that you didn't really need to make that call anyway.
»Loud noise - no connection
There was another nationwide Sunrocket service outage in February. the first one of the new year.
»Sunrocket Down - systemwide outage
Update January 26, 2007
There is a new issue of people having their phones ringing frequently...with no one on the line when they answer, because with the right IP/Port combo, it's possible to ring your phones from anywhere online if you aren't behind the right kind of firewall. Check the forums about calls from "Bob"
Things remain pretty much the same at SunRocket, although there have been fewer massive outages so far this year. Perhaps they have taught their employees not to unplug the computers that handle the phone calls?
As always, hoping it stays better.
Not so good. I really can't recommend it unless you don't mind outages and some quirky things. Not really for tinkerers, because most issues cannot be tinkered with.
Definitely not for your parents. Your wife will blame you when the phone doesn't work.
Other than that, it's great.
Phone has been mostly working, although some outbound faxes have required several attempts to various recipients. In the past, faxing was fast and easy, but this week it's been slow and frustrating, no matter who I'm sending to (so it seems to be a problem with my phone line, not theirs). Love turns to hate.
Update December 2006
Many members experienced another all-day SunRocket outage on December 6, 2006. Check the forums for more information on this and other SunRocket service and feature outages.
Well now the web site is down again at sunrocket. this is a fairly common occurrence so members expect that by now. even when the "member portal" is up, we don't expect many of the features to work. they are pretty incompetent.
The latest problems have been with voice mail, which the company has acknowledged in the forums. Some members were having new problems with the member portal and others have continuing problems with it. Others have had issues with SR suddenly closing an account that was fully paid and sending it to collections, leaving the customer with no phone. The SR employees recognized that SR was wrong but were unable to turn on service for a day, even though it was SR's fault.
The good news is that they have been running the perennial favorite 2 years for $199 special of late. This is about what this service is worth and everyone should attempt to get them to honor this offer. Some people in the forum have reported success in applying this offer to existing accounts.
The long-awaited failover called "Sureconnect" is.....still long-awaited. They have launched something called Simring which lets you ring your SR and other phones simultaneously. Members post mixed results on this. It's not a substitute for real failover...who would want all their phones, to ring simultaneously all the time?
Several members reported having a 1 day+ outage on the Member Portal (SR's web site for members). Simultaneously, many members experienced a service outage, which the company acknowledged referring to them as a "small handful" of members. Check the forum for details. The troubles at SunRocket are not over.
November 5, 2006: SR has not had outages this past week. Same old features that don't normally work still don't work. They are promising failover, again. I don't trust them until it's proven to work by a lot of members for many weeks. My advice to you, potential user, is to read, read, read the forums and ask questions BEFORE you order.
Update October 30, 2006: They still have lots of issues with features that don't work very well. There was a brief set of visits by a person claiming to be from SunRocket in the forums here. He said over and over again that he was going to help - but what he did most was say over and over again that he was going to help. He was a bad person for the job because he took offense at anyone who disagreed with him and did a terrible job of checking the facts before posting what he thought was going on instead of realizing what is really going on. He blamed others, and attacked any dissenters in the forums, destroying his credibility. This happened over and over again on several issues, establishing a clear pattern of behavior that proved the so-called SunRocket PR/Mr. FixIt guy was a really poor choice for the job, even if he was well-intentioned.
I remain a dissatisfied customer, but SunRocket's worked mostly OK for the past 10 days or so with no major outages for me at least. We only take SR one week at a time.
Update October 25, 2006: SunRocket hasn't had a major outage in the past week. I would consider this a small improvement. The other issues with SR still linger: no system failover, horrible anonymous call blocking (anonymous callers receive a message that my phone is disconnected, when they should receive an appropriate message to unblock their outbound Caller ID), they leaked their customers' email addresses to spammers, horrible customer service, the list goes on and on. There is a fiasco of SunRocket sending out emails to ex-customers that say "we had to cancel you because we couldn't deliver E911" when these are ex-customers who actually canceled SunRocket on their own because they were very frustrated with the lack of service from SR. SR attributes this to yet another computer error. Read up on SunRocket in the forums before signing up. Many people have been burned.
Update: October 17, 2006 Sunday, SunRocket had another systemwide outage. Unfortunately, SR has not gotten better, despite all the happy talk, misinformation, and hopefulness of posts by members who have not been fully disillusioned. SR is the original "love turns to hate" VOIP provider. Now that SR has given out its customer email list to spammers and we know that its tech support is non-existent, we can only wait for the demise of this subpar VOIP pretender whose growth rate has dwindled to a trickle in recent months.
Update: September 11, 2006 - After I removed my SR-dedicated private email address from my SR account, I immediately stopped receiving any spams at all on that account. See the threads below for the full details. Remarkably, SR is supplementing its revenue from members by selling their addresses to spammers.
Update: September 5, 2006: Sadly, more and more SR members are receiving spam in their SR-related email accounts. Sunrocket now appears to be selling or releasing members' email addresses. Shortly after I started this thread, I realized that others are having exactly the same issue. See these threads:
»SunRocket Member Services & Spam
»Sunrocket let my e-mail out
Gotcha!
Update March 26, 2006: Still unreliable as ever!
Update February 20, 2006: There's another nationwide outage today. Service has been down for over 5 hours and counting. Check out the postings at: »[SunRocket] Sunrocket down again?
Update September 15, 2005: More outages over the weekend, even after SR said that the service was restored. SR also asked all customers with outages to power cycle their hardware to restore service, which is simple enough to do - IF you're at home. I was away for a week. I didn't know I had to be home potentially any day to power cycle my hardware so that my telephone service will work. They don't tell you that when you sign up. SR could be doing a lot better.
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Update September 10, 2005: Many more outages in recent weeks, not to mention many features that still do not work or used to work and now don't.
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This could be a good service IF IT WORKED. Currently SunRocket is in a nationwide outage. No one has any phone service.
There have also been several glitches in the past weeks during which Caller ID did not work at all and there are problems with voicemail notification, the web site, and more.
If this is what you want in a phone provider, then try SunRocket.
Here is where you can read about a prolonged nationwide outage: »[SunRocket] SR Down-No outgoing calls
lots of people without phone service.
Here is a verbatim transcript from my SunRocket Customer Service Chat session today with “Jeffrey.”
His lack of professionalism, particularly in light of SR's disastrous outages of yesterday and recent weeks, give me great concern about whether SunRocket is a reliable company.
Please wait for the next available representative. This could take up to one minute.
Thank you for contacting SunRocket.
Your representative today will be Jeffrey.
Jeffrey: How may I help you?
You: I really think that you owe your customers an explanation about what happened with an all-day outage on Monday. I also think that you should carefully explain what you are doing to make sure the outages do not continue. This is very serious and I am contemplating closing this account, as are many others.
You:
I just called your customer service and Adam said “they haven’t even told us what’s going on yet.” This is more than 24 hours after the issue began. You have to have a plan for crisis management that handles both the technical and communication sides of your business.
You are doing a very bad job with your service and you should expect to lose customers as a result.
Jeffrey: I personally dont care if we lose customer, less work for me.
You: Jeffrey - you're fired.
Jeffrey: nope
Jeffrey: thats my personal opinion, it has nothing to do with my job.
Jeffrey: I was off yesterday so I have no idea what the details of this outage was, how long? who affected? etc. etc.
You: Can you get someone who is competent to chat with me please?
Jeffrey: why dont you call in and talk to somebody over the outage
Jeffrey: Ive already told you everthing I know about it, you won't get me on the phone.
Obviously, SR has some serious issues with not only its technology but with its customer service.
SR did call me after I complained about this. I've had phone service since that most-of-day outage, but other features have not worked. SR acknowledges that some features just don't work yet.
That said, I like the low price and the free Uniden phones. I look forward to more consistent service, with all the features working, a revamped web site (member portal) and smoother voicemail software (it has long lags).
Attached images and files
Followup comments:  |  |
koam
Pink Pecker
Premium
join:2000-08-16
Pink Bird FL
clubs:
edit:
September 10th, @11:51AM
| Re: The customer is always right. And, yes, I'm completely satisfied that Jeffrey is out of a job. | |
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badcustomer
@12.153.x.x | Re: The customer is always right. well, you really should not be wishing for someone to be out of a job, God will return the favor somehow if you do that. | |
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cjk1225
@verizon.ne | Re: The customer is always right. You're kidding! I wish that an alcoholic bus driver loses his job. Does God have it in for me, too? | |
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koam
Pink Pecker
Premium
join:2000-08-16
Pink Bird FL
clubs: | bring it | |
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Sun-Titanic
@optonline.net | Re: The customer is always right. Jeffrey should get a job at DMV. It would appear that's more his style. | |
| | | | | | | | | john262
join:2003-09-26
Elko, NV
| Re: The customer is always right. I guess you are satisfied now that you caused someone to lose their job. I work in CS too and IMO Jeffy should have had a reprimand or at worst a suspension, but he should not have been fired unless there had been previous incidents, which there may or may not have been.
And the kicker is that this incident involving Jeffy will have no influence whatsoever in the long run over how much reliability you get from Sunrocket. Even if Jeffy had been as sweet as pie with you your service would be no better or worse today.
To me this is all about taking your frustration out on another human being. Like I said, I hope you're satisfied. | |
| | | | | | MightySeity
join:2005-07-11
Doylestown, PA
moderated:
October 14th, @06:06PM
| Re: The customer is always right. Sounds like Jeffrey will be rolling in dough with a wrongful termination suit? Naaaaaa. Given his position, his actions were certainly grounds for immediate termination as long as this chat session was well documented. However, given SR's already hectic schedule and bustling activity, it would not surprise me at all if SR legal advises HR to "get er done PDQ" and if Jeffrey ends up with a quick settlement and a few beans in his wallet. In any case this was all a very unfortunate set of circumstances for everyone involved. Hopefully the problems at SR were temporary and they will not happen again. It will make for much happier customers and far less stressed out SR CSR's. May God bless all of you and help you find the patience to endure these "minor inconveniences" in our lives. Remember, you could be in New Orleans or Iraq. SunRocket has been very good to me and I think this is likely an unfortunate isolated incident where "outage induced stress" caused a moment of poor judgement. | |
| | | | | | ken4291
Premium
join:2004-01-05
Oakland, CA
| I cannot believe that posters here are blaming a customer for his job loss. A customer cannot fire an employee, MANAGEMENT CAN. Also it is very difficult to terminate employment over one single incident - Any viable firm will have to document incidents over a period of time and give adequate written notice of the problems. He has no business in CS with that type of attitude and am sure it was not him first offense. | |
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koam
Pink Pecker
Premium
join:2000-08-16
Pink Bird FL
clubs: | Like I said, I am. | |
| | gabbysdad
Premium
join:2005-07-28
Sterling Heights, MI | Well, personally I agree that jeffery and the rest of sunrocket should be fired. The service has sucked.
Lots of dropped calls, too many outages, no outgoing or incoming calls.
some other company can have my service now. | |
| | | aperris
join:2005-09-15
Akron, OH
| Re: The customer is always right. My two cents! Jeffy should only be employed where no contact with customers is involved. Having said that I have a few views about SR to share.
I am happy with the value I have received from SR. I have insulated myself from the outage problems by keeping my SBC telephone account with drastically reduced service. I have my line set to make 30 0utgoing calls and then am charged about 7 cents for each additional call. The price is $11 per month including tax. My previous feature laden SBC account was $55/month plus toll calls.
SR charges me 16.58/month and includes free LD in the states plus the 11/month for my SBC line and you can see my phone bill runs $27.58/month for unlimited local and LD with an SBC line for a backup.
I don't see how you could get that much service for under $28.
I do hope the outages stop, but I for one do not plan to give up my service because of a few missteps. VOIP is in its infancy right now. When it is as reliable as the SBC line it will probably be taxed and tariffed just like the baby bells.
I don't work for Sun Rocket, but do feel they have been getting a bum rap. The firing of Jeffy shows that they do care! | |
| 
YOUR_UGLY_VT
Windows Is Crap
join:2001-09-27
Hoover, AL | SunRocket SunRocket has no outages fro over 5 Months. If you hate it then why dont you LEAVE as in GO AWAY. I have changed service provides over 12 Times and I am perfectly happy with SUnRocket.
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BOO VT GO SUNROCKET! | |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | Re: SunRocket For now. | |
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YOUR_UGLY_VT
Windows Is Crap
join:2001-09-27
Hoover, AL | Re: SunRocket They are better than VOnage
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HOLY HELL!!! $50 | |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs: | Re: SunRocket I never mentioned them, I just mentioned that you don't seem to settle on a provider for long.
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Make a Difference-Join Team Helix! | |
| | | | | | | Richard09
join:2004-09-30
Washington, DC | Re: SunRocket I actually didn't even notice an outage until I got on here and saw the posts. If mine went down at any time, I didn't notice it. So, it didn't really affect me. I'm sure a lot of others are the same way. | |
| | Richard09
join:2004-09-30
Washington, DC
| said by YOUR_UGLY_VT :SunRocket has no outages fro over 5 Months. If you hate it then why dont you LEAVE as in GO AWAY. I have changed service provides over 12 Times and I am perfectly happy with SUnRocket. I'm glad you're happy and hope you stay with them. I've been pleased with my experience and think it will be interesting to grow with them. | |
| ITALIAN926
join:2003-08-16
Stratford, CT
 ·AT&T Yahoo
| Boohoo Anyone who switches their reliable POTS service to VoIP is just asking for these types of problems. " You get what you pay for. "
As for Jeffrey, he would have lost his job anyway when SR goes belly up.. LOL better off with a head start to his next job. | |
| |
cospgs_user
@adelphia.net
| Re: Boohoo You don't get what you pay for with POTS, unless you're paying alot. want more = pay more, pay more:get more. Had SR for a couple of months now and very happy with it. As for Jeffrey, he shouldn't be in CS, not with that attitude. SR was right to get rid of him. | |
| | | ITALIAN926
join:2003-08-16
Stratford, CT
·AT&T Yahoo
| Re: Boohoo Ok, that made no sense. You pay more money for a POTS line, mostly because of taxes and fee's the government refuses to get rid of. There are POTS lines that dont lose service for 10 years at a time ! You show me a single VoIP line that hasnt had a single day of down time for even just a few years. Dont forget about the lovely chronic problems VoIP lines have too, like garbled sound during heavy net usage and phones not even ringing with incoming calls haha. Oh yea... losing your phone service when a circut breaker is tripped is a wonderful thing also... isnt it? 
More money = a much better and reliable phone line. No if's and's or butts. | |
| vwkyoto
join:2006-02-28
Seattle, WA
| back Since I can't respond to previous responses. Honestly, reps are generally left out of the loop. No fault of theirs. I'm left out of the loop all the time cause I'm off for 1 day or at lunch. Issues happen but outtages isn't the rep's fault. It's the networks fault. Not even the companies fault. Us as reps or the company has no control over the outtages. Yes the rep should've been a bit more polite, but what I've read, you didn't exactly sound easy to deal with. He explained he wasn't there when it happened and he explained he had no idea what was going on. Should've asked? Yes. But one thing customers need to realize is that reps are left out of the loop most of the time. We have to experiment to find out stuff. A lot of our work is guessing. I agree with suspension, or a warning. But fired is a bit much. And to say "Customer is always right" is bull. Customer doesn't know anything and once people learn that, things will go a lot easier between reps and customers. That saying is old and should no longer apply. Especially if you fail the I-D-10-T test. | |
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rachelsfx
join:2004-09-27
Pensacola, FL | I would have fired Jeffrey His comment has no excuse. | |
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kyramilan
join:2006-11-26
Pensacola, FL | Sounds like "oversold" service? Is that it? | |
| netlover
join:2005-08-05
Omaha, NE | Did you have those problems? Did you really have those problems you just mentioned? Or you just add other people's experience. | |
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koam
Pink Pecker
Premium
join:2000-08-16
Pink Bird FL
clubs: | Re: Did you have those problems? Yes I have the same problem that many others have reported. | |
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