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cbrain
join:2000-05-21
Silver Spring, MD
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| 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..... | |
|  B
Premium,MVM
join:2000-10-28
| Re: Your call is very important to us ... 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....
--
In a realm outside causality and function | |
| | | | | | meb
join:2002-12-12
Potomac, MD | 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? | |
| | | | | | B
Premium,MVM
join:2000-10-28 | Re: Your call is very important to us ... Wow, so you bailed! You had been saying fairly nice things about them lately too.
-- B
--
In a realm outside causality and function | |
| | | | | | | B
Premium,MVM
join:2000-10-28
| Re: Your call is very important to us ... 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 | |
| | | | | | | | B
Premium,MVM
join:2000-10-28
| Re: Your call is very important to us ... 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
--
In a realm outside causality and function | |
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