cbrain
join:2000-05-21
Silver Spring, MD Reviews:
 ·Future Nine Corp..
·Google Voice
 ·Verizon FiOS
 ·DSL EXTREME
| Your call is very important to us ... Today I was notified that SunRocket rejected the request to port my number to a new provider filed on 5-9. After a long call, a pleasant SunRocket rep sent me an email for my new provider explaining there is no reason to reject the transfer, but acknowledged the process would probably start new.
The only reason I was porting the number is because SunRocket seems to dislike Asterisk, which I started using because of SunRocket problems. Their service has performed very well with Asterisk.
I am also having a problem changing or turning off call forwarding. It started early last week. I forwarded my sig number to my e-fax number for a client to cheap to pay LD. Now it's stuck. My primary number is set to sum-ring which includes my cell. My cell service is experiencing an annual problem where I have signal loss in my basement office. When this happens, my cell voicemail grabs the call before I can answer on a land line. I played with it a few days figuring it would clear itself. I called SunRocket last Thursday for a fix. I called again Saturday, Monday and today. No fix yet but it's being looked at by tier 3, which is "very special for a low priority issue like call forwarding." I thanked the rep for his candor. 
SunRocket is frequently a very good service, in fact most of the time. When things go bad, they are completely inept, and show no sense of urgency. I looked back on some previous posts. They are consistent.
Anyone have any ideas how to clear call forwarding in a situation like mine? Looks like I'll be with SunRocket for at least another 30 days.
Interesting aside ... tier 3 knows about my Asterisk use. One asked how my transition went and seems to be making an effort not to interrupt my service. If I knew, I would have stayed ... at least before this forwarding issue. If I wasn't spending so much time saving money on phone service, I could afford a better service.
***** update 3-14-2007 *****
Sunrocket provides great quality service most of the time. When they have problems, communication is non existent and they fix things on their own timetable. Support is by script kiddies, many have no basic knowledge of the basic technology. Some upper level techs are excellent and follow up, but, it can take weeks to get to them. Sunrocket could be a great service but it’s not there yet.
*****posted to SunRocket forum 7-10-2006*******
I recently experienced this first hand. My gizmo probably died from lighting and SR did replace it, overnight shipping, at no cost to me, after only 5 days.
My gizmo died Sunday night. The phone line was dead (checked with meter-no voltage), couldn't connect from LAN port and gizmo not pulling IP from router. I called support Monday morning and gave the specifics. I was also told someone would call back. I offered to pay for a new gizmo while they ran things through their system or buy a new adapter if they would give me the info to make it work. SunRocket refused both. Tuesday evening I called back and got nowhere. Wednesday I got a call from SR on my cell. I explained how the gizmo tested but the tech wanted me to go through diagnostics. I told him I may loose him when I went downstairs but gave him my Verizon number. I did, he didn't. Around noon I called back and got level 1. They read the log and told me the engineer tried to call but ... The rep IM'ed the engineer and promised an immediate call back. He again didn't. Later that afternoon I again called SR. This time the level 1 made me test the gizmo. She had me try a reset from the keypad. I explained we had no voltage and this couldn't possibly work. She agreed, after trying it twice. She had me try to get in from the LAN port. I plugged in a laptop and explained I didn't get an IP. She had me try the webpage anyway. She then asked me to disconnect my router and connect gizmo directly. I told her my connection is PPPOE and gizmo was set to DHCP. Since I had no way to change this, a new, perfect gizmo couldn't work. She said I couldn't get to level 2 unless I did this. I pretended to do as she asked and made up responses. It again didn't work. She then asked me in a round about way to open a cmd prompt. I asked her what she was after. She wanted my IP. I explained we (pretend now) didn't have an IP because she had me connect the gizmo and it couldn't get one. I then pretended to reestablish a connection and gave her my IP. She said "don't you want to try my way?" She didn't believe anyone knew their IP. ... I got to her supervisor and got level 2 to call me while he was on the line. Level 2 agreed to overnight a new gizmo.
Ironic that we couldn't have done any of this without a Verizon line to leave open for their callbacks and an IAXtel line to call them from. It was all pretty amusing. I would have been really angry if my old P8 ATA didn't work so well with my SR credentials.
»[Equipment] Sunrocket takes too long to replace defective equip
PS; The overnighted gizmo arrived in 8 days.
***** update 11-21-2005 *****
My SunRocket service has worked well since 10-30-2005. When it works it is a great service. Why can’t SR keep it working consistently? Before ordering I noted the BBR reviews showed users either loved or hated SunRocket. At the time most loved it. SunRocket still has real fans which don’t seem to believe the people with problems. As good as SunRocket service can be, the company is not able to properly support their customers with problems.
***** update 11-1-2005 *****
... SunRocket's tier 1 support could not fix the problem and promised to have upper level support call. In 60 days I did not receive a single call or email from support. At 50 days I called and told tier 1 I needed to speak directly with an upper level engineer or the cancellation department. She was unable to contact tier 2 so promised to overnight a new gizmo. When it didn't arrive 2 days later I again called and was told it went out that day. Two days later I called and was again told it went out that day but they could not give me a tracking number or connect me with tier 2. No gizmo for the next 4 days. I sent an email describing my situation to a marketing person that had answered an earlier plea for help. He answered that an upper level engineer would call me by the end of the day Friday. No call. Saturday Morning I received notice the new gizmo had shipped with a tracking number. When I got home that evening my service was dead. »[SunRocket] Anyone down 10:30PM Saturday?
...
The time I spend babysitting this service is simply not justifiable. People no longer call me on this line because of the inconsistencies. When it works the quality is great but now is not the time for anyone new to try SunRocket. I hope they get things together soon but I’m looking at alternatives.
***** update 8-16-2005 *****
My service again became completely inconsistent. Ring count was never consistent. This went on for 2 weeks and support was no help. I called and offered a friendly ultimatum. An upper level engineer called on a Friday and spent about an hour calling and observing my line. He acknowledged the problem, had no solution but said he would work on it. On Monday he reset the account and again did a series of tests that produced inconsistent results. He then suggested he use a gizmo at his end and had me unplug mine. Things worked. SunRocket replaced my gizmo and everything including ring count has worked predictably for 2 weeks since. Quality is excellent.
»Review of SUNROCKET by cbrain
»Re: SR stability..... |
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BPremium,MVM
join:2000-10-28 | Maybe the scheduled upgrape will fix it for you? Or wishful thinking... »Alert !!! - Sunrocket upgrade (maintenance) tomorrow morning
(I assume you tried multiple browsers, cleared caches, etc.)
Good luck!
-- B
P.S. Re: Asterisk, I wouldn't count on one sympathetic tech equaling SR Asterisk tolerance -- every other indication is that they do NOT approve or allow it anymore. But if you can get something in writing....
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In a realm outside causality and function |
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meb
join:2002-12-12
Potomac, MD | reply to cbrain
Re: Your call is very important to us ... I'm now in the second month trying to get my number ported from SunRocket. They have no incentive to expedite the transfer. What can a departing customer do? |
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 voiploverPremium
join:2004-05-28
Portsmouth, NH | reply to cbrain
CBrian, you're a more patient man than I am.
I'm just glad for you that you didn't have to deal with the same type of response from SR billing. 
Personally, we tend to make every attempt to avoid Tech support. Even if it requires buying ATA's elsewhere.
Life is just too short.
Fortunately there are now many quality voip providers, but it is still a gamble. |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| said by voiplover:CBrian, you're a more patient man than I am. ... Patient or just stuck?
Imagine a world where one could log into their chosen number server and change where their "owned phone number" points. Much like I can now do with a web site.
I am so tired of overly courteous reps saying I'm sorry and finding ways to use so many words to say nothing. Is keeping a number really this important? Why can't I get to that nasty, customer hating tech which knows how to fix things? |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| reply to cbrain
It's really not so hard to inform people you have a new number. In the past we did it when we moved. Nothing is worse than being in limbo, held hostage to people so comfortable doing their job of not accomplishing simple tasks.
Good luck SunRocket. I hope you get things together and provide real incentive to keep my new providers on their toes.
-------email from SunRocket--------
Discussion Thread
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Response (Anna - xxxx) - 06/06/2007 10:14 AM
I am very sorry for the wait and that we were disconnected. I have canceled your account and am sending the ticket up so you may receive your refund quickly.
Customer (Entered by Anna - xxxxx) - 06/06/2007 10:14 AM
Today you were wishing to cancel because your tech issue has not been fixed.
Customer (Entered by Andrea - xxxxx) - 06/06/2007 08:54 AM
You called in today after your call forwarding issue has not been resolved.
Response (Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue. We were unable to get any more info on when your issue will be resolved.
Customer (Entered by Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue.
Response (Daniel - xxxxx) - 06/05/2007 01:48 PM
Unfortunately, the issue is still being handled by our Tier 3 Technical Support team.
Customer (Entered by Daniel - xxxxx) - 06/05/2007 01:48 PM
You called in today because your forwarding feature is still forwarding calls.
Response (Shannon - xxxxx) - 06/04/2007 01:36 PM
Per your call we will be escalating you to our tier 2 technical agents.
Customer (Entered by Shannon - xxxxx) - 06/04/2007 01:36 PM Today you have called with your issue still unresolved.
Customer (Entered by Mathew - xxxxx) - 06/02/2007 08:11 AM
Your calling today because your call forwarding can't be disabled.
------------------
Discussion Thread
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Response (Ashley - 29852) - 06/05/2007 02:00 PM
After researching your account, I verified there is no pending order on your account so it is OK to resubmit with your other carrier to transfer your number. If you need anything else, please call us back
Customer (Entered by Ashley - 29852) - 06/05/2007 02:00 PM
You called today because your number was rejected when trying to transfer your number to another company. |
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BPremium,MVM
join:2000-10-28 | Wow, so you bailed! You had been saying fairly nice things about them lately too.
-- B
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In a realm outside causality and function |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| said by B:Wow, so you bailed! You had been saying fairly nice things about them lately too. Overall I think SunRocket is moving in the right direction. Their people have have a positive attitude quite a line of BS. I'm primarily a sales/marketing guy and appreciate this. I'm also operations oriented. Set your expectations, then deliver. SunRocket fails here. Price is always a consideration but, for all my public abuse of providers, I don't think you will find individual price complaints from me. I want what I pay for and I want successful, profitable vendors. I understand promo pricing and that it is offered to move a customer to full price service. I want the service to be worth full price. Look at the time I invested in the past 2 years to get what was promised. Verizon would have been a far better value my first year, and my second is starting to slip. |
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BPremium,MVM
join:2000-10-28 | said by cbrain:said by B:Wow, so you bailed! You had been saying fairly nice things about them lately too. Overall I think SunRocket is moving in the right direction. Their people have have a positive attitude quite a line of BS. I'm primarily a sales/marketing guy and appreciate this. Okay. I just don't get that though. Maybe you have to be in your business to "appreciate" what most of us find a mutual waste of time and dignity. I love when people are friendly or have a real positive attitude, but it becomes quickly apparent when someone's a scriptbot drone after they recite their second verbatim canned "I'm sorry you had that problem with our service" over the phone and accomplish nothing to solve your problem.
I can't speak regarding SR support though. I've never had to call them.
-- B
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In a realm outside causality and function |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| I've known techs that when given a problem start grumbling, look away, act aloof and by the time you give up in disgust you missed that they fixed your problem. Some can be so charming you get off the phone feeling so good you don't realize they didn't fix your problem. I prefer the former but try to teach compensating skills to both, and fire the rest.
I had many problems with SunRocket when I started around 5-2005. I felt support was making an effort. Around August this changed. I had to bully my way to good a good tech, but I did get one and kept in touch. Actually I didn't need him again until a gizmo went bad last summer and he was gone. I feel just recently SunRocket is getting a better attitude and performance may follow. I hope so. |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| reply to cbrain
Would you believe SunRocket fixed it. I got a call from level3 around noon, to tell me they were on the case. Great guy. I told him the status, but allowed how he must fix things anyway and I would reconsider if things worked. I took my end down and let him take control. I got an email and he called soon after to let me know the fix. I confirmed that everything is working. I sent an email to billing asking about the status, but it bounced. I cut and pasted to the ticket. Interesting situation. SunRocket may go ahead and cut service at any time. I informed around 100 people by email to delete that number.
Tune in next week for another ... |
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BPremium,MVM
join:2000-10-28 | You realize of course that now you're going to feel obligated to keep another DID for the rest of your life (the deleted-but-still-ported-so-Aunt-Tillie-can-call one and the new one)...
-- B
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In a realm outside causality and function |
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cbrain
join:2000-05-21
Silver Spring, MD Reviews:
·Future Nine Corp..
·Google Voice
·Verizon FiOS
·DSL EXTREME
| reply to cbrain
said by cbrain:... Tune in next week for another ... Below is a copy of the last email I received from SunRocket. I can't get on the portal. Will SunRocket cut my service as they get everything else fixed? Will anyone continue to call me on this line? Will the hero get the girl?
Notice his ... Please restart gizmo (or services that run the registration) and lets see if calls complete to your location. He called soon after to confirm his fix. Tier 3 has always been a competent, cooperative group that follows up. Why does SunRocket make it so hard to get to them?
I offered in an earlier post ... SunRocket combines the mundane task of making a phone call with the thrill of craps.
Discussion Thread
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Response (Chuck T.) - 06/06/2007 02:41 PM
Cliff,
I think we have corrected the problem with the stuck forwarding. Please restart gizmo (or services that run the registration) and lets see if calls complete to your location. I am currently not seeing you registered since we rebuilt this end of things.
Please give me a call if you have any questions 800-216-3916 PIN xxxx
Thanks,
Chuck
Customer (x) - 06/06/2007 01:45 PM
I got a call from Chuck. I told him about the cancellation but offered that if he could fix things, I would continue service. We discussed simply disabling call forwarding at the switch, and my no longer using the web interface until fixed.
Thanks for your help. Please let me know where this puts us.
Cliff
Response (Anna - 29899) - 06/06/2007 10:14 AM
I am very sorry for the wait and that we were disconnected. I have canceled your account and am sending the ticket up so you may receive your refund quickly.
Customer (Entered by Anna - 29899) - 06/06/2007 10:14 AM
Today you were wishing to cancel because your tech issue has not been fixed.
Customer (Entered by Andrea - 29716) - 06/06/2007 08:54 AM
You called in today after your call forwarding issue has not been resolved.
Response (Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue. We were unable to get any more info on when your issue will be resolved.
Customer (Entered by Ashley) - 06/06/2007 08:49 AM
Today you called to check on the status of your issue.
Response (Daniel - 29672) - 06/05/2007 01:48 PM
Unfortunately, the issue is still being handled by our Tier 3 Technical Support team.
Customer (Entered by Daniel - 29672) - 06/05/2007 01:48 PM
You called in today because your forwarding feature is still forwarding calls.
(All above occurred after SR failed a promised fix without a call and I got notice from my new provider SR failed to release my number.) |
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 jduffyPremium
join:2006-08-20
Cincinnati, OH
 ·RoadRunner Cable
| My number was ported to Vonage from SR without any issues. One thing AT&T CallVantage did was ask if there are multiple numbers associated with the account. I said yes, because of the extra number SR gives you (Signature Number) and told them I only wanted to port the household number and not the signature number.
Could it be that those with multiple numbers are not telling the new carrier there are multiple numbers and to only port the household number?
Remember with these number ports you have to be pretty specific or it gives the current carrier a perfect excuse to deny the transfer.
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Atheists swear there is no Heaven, but pray there isn't a Hell. |
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