Review by nycityny 
Posted: 1.9 years ago
member for 3.1 years, 1414 visits, last login: a few hours ago
 New York,New York,NY
 $8 per month (24 month contract)
 about 4 days
 "Price, price, price; international rates; reliability; features; 2 phone #s"
 "Customer service/tech support; poor ACR; failover; no fax capability"
 "Great for a 2nd line and cheap int'l rates"
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Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings above consensus)
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Update 10/15/06: I just reviewed SunRocket yesterday and gave a 5 for Reliability. Today, however, there is a major outage and so have downgraded them to 4.
I have mixed feelings about SunRocket. I have used them as a second line for six months with VoicePulse as my primary line. Over this period the call quality has improved but the frustration with tech support has been disheartening.
Ordering and delivery of the gizmo (adapter) were easy. I ordered a promotional plan of 24 months for $199. At the time they had no additional fees, though they now charge equipment and USF fees. Installation was easy, though SR sends out gizmos that they “prefer” be used before a router. I prefer otherwise and have found general success behind the router (Belkin F5D7230-4).
SunRocket started using Telco gizmos, moved on to Innomedias and now sends out Linksys adapters. I received an Innomedia. After awhile I started having problems with pops and clicks on the line making it almost unusable. I e-mailed technical support and began a long dialogue of answering basic and unrelated questions, which is how SunRocket begins solving most problems. Ultimately, adjusting QOS settings helped resolve this. And a couple of months ago somebody gave me a Telco adapter which I now use and find the call quality to be much better.
I went with SunRocket partially because I had read on BBR how great they were for faxing. With my Innomedia I was unable to receive faxes at all, though I sometimes was able to send. I contacted SR several times on this issue and was told that faxing is no longer supported. I was also given many suggestions to get faxing to work (DSL filter, phone line with 2 instead of 4 wires, new fax machine) and nothing worked. Yes, I even purchased a brand new fax machine to no avail. With the Telco adapter I sometimes have been able to receive faxes but success is inconsistent and not frequent. I have determined that I cannot use my SR line for faxing and continue to use my VoicePulse line on the fax machine. Unfortunately, the VoicePulse line is also the number I give out for voice calls and so am unable to have a separate fax line using my SunRocket number.
The feature set with SunRocket is good, with the significant exception of Anonymous Call Rejection. Anonymous callers get a busy signal which I find to be useless. Such callers have no idea that they need to unblock their number in order to get through and so will never be able to complete a call. SunRocket should make it so that anonymous callers hear a recording announcing that I do not accept blocked calls so that they know to unblock their number.
The website is good enough, but it is often slow and the call logs do not always work.
I ported over a number from Verizon and the process went smoothly. The SR web portal displayed a scheduled date of completion and that date proved to be correct. I initiated a transfer on 9/9 and it completed on 10/2. I did this port because SR did not have any area code 212 numbers and so had to acquire one from Verizon and then port it over.
One area where SunRocket has done remarkably well is in the consistency of the dial tone. Last year there had been many outages but such outages have not occurred during my time as a customer. This reliability is a significant positive attribute of the service.
Random quirky occurrences: 1) I reported a problem that I later learned was a known issue but nobody at SR seemed to know about it. Two months later they fixed the problem. 2) After 4 months using an SR assigned phone number they assigned me a new number due to “911 compatibility”. The new number is in the exact same zone as the old number so I don’t know why it changed. At least they allowed me to keep the old number as a signature number. 3) I requested a gift card in redeeming SunRocket Rewards. They sent an e-mail with a tracking number saying the card had shipped but it never arrived and the tracking info shows only that billing info has been received. I called to ask about this, was put on hold for 5 minutes and then told they would look into it.
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