koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs:
 ·Shoreham Telephone
 ·ViaTalk
 ·surpasshosting
| reply to mph300
Re: [SunRocket] SR Down-No outgoing calls
SunRocket sent this email to all users on Friday morning
Dear SunRocket Member,
On behalf of SunRocket and all of our dedicated employees, I would like to apologize for any inconvenience that resulted from a SunRocket network disruption that occurred on Monday, July 11. The disruption was caused by recent surges in subscribers and call volumes. Unfortunately, one of the partitions in our network was unable to handle the demand, and it took several hours for our engineers to fully restore the network. While thousands of subscribers remained in service during the disruption, we failed to meet our reliability standards. Last week, we activated a new partition that doubled our capacity, but we had not begun the process of rebalancing the system load between the partitions prior to Monday's disruption. While that rebalancing is now underway, we will be activating a third partition within the next week to further augment our system capacity and improve the reliability of the SunRocket network.
We also recognize that we need to improve our ability to provide real-time status and notices during network disruptions, though our primary goal is to ensure that our network is fully operational at all times. You expect and deserve reliable phone service, and SunRocket remains committed to providing exceptional service at an exceptional value.
As an expression of our regret for any inconvenience you may have experienced, we will add 10 points into your RocketRewards account. Thousands of SunRocket members have taken advantage of the RocketRewards Referral Program, and we greatly appreciate your contributions in spreading the word about SunRocket to friends, family, neighbors and colleagues. We are also expanding your opportunities for earning RocketRewards points, as well as introducing more redemption choices. You can learn more about RocketRewards at www.sunrocket.com/community/referrals.
We are continuously striving to improve your service and enhance our ability to serve you better. Thank you for being a valued SunRocket member.
Sincerely,
Kevin Bennis
Chief Executive Officer
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Danieli Consulting LLC, Strategy and Branding »kdanieli.com |
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Knutsont
join:2003-12-10
Durham, NC
1 edit | reply to mph300
A sincere thank you to Sunrocket for acknowledging our concerns. It appears they are also not just pandering, but are addressing the real hardware issues that caused this problem as well. Keep up the good work. |
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mph300
Two Thirds The Way There
join:2000-11-09
| reply to mph300
I just wanted to thank noodler and zznate for their input on this SR thread and others also! I would also like to thank Kevin Bennis for making an email statement/apology/rocket account credit for last Monday's outage that affected myself and so many others that are regulars in this forum!
Let's hope in the future that if an outage occurs, it is not as dramatic as the last one!:)
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It's all about the G's |
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Voiponoid
join:2005-07-12
Everett, WA | reply to mph300
One good thing happened to my connection after the outage. My internet speed had been cut in 1/2 after I hooked SR up app 3 weeks ago.I never made it over 2 MBps. After the outage I am up to app. 3.2 MBps (of 4MBps) which I feel I can accept. |
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tc1uscg
join:2005-03-09
Saint Clair Shores, MI
1 edit | reply to phattieg
said by phattieg  :To all those people saying: "I too would like noodler (or somebody at SR) to clarify the cause of yesterday's outage and follow-up with how SR will prevent future occurrances." I retort, what will that accomplish. You feel some explaination of technical difficulties you can't comprehend in the first place, and then some assurance that the technology, which has failed with them and many other providers from time to time, will not fail again. Ok, do this. Go out, and buy a car (technology), or anything else you use daily (reliability), and expect it to never need repair, or unexpectidly break (outages). It's a cheap phone, live with it. I think it would be best for SR to step up to the plate and explain to all us who have had them since the beginning what went wrong (hardware or software, not that cisco's known security flaw had anything to do with it). If someone "hacked" into their system and caused this form of DOS or if some tech in their network center typed a 1 instead of a 0, that too would be nice to know. No once expects them to give it to us in a tech term sorta way, but take responsibility for what amounted to a FCC reportable outage had this been a REAL telco and learn from it. How many times can you install the wrong software or flip the wrong switch? It's getting a little old, at least for me. So it comes down to this. Would you keep your current bank account if your banks computers seem to go down when you needed to do a transaction (in person or online) or everytime you went to use the ATM, it was out of service? It's not unfair to SR for it's customers to have high expectations. It's assumed that a company selling such important services to the masses would have it's stuff in one sock, but they are proving they dont. |
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dssman
join:2003-10-17
| reply to mph300
I feel that SunRocket has gone above and beyond the call of duty in how they have handled the aftermath of this outage that occurred earlier this week. 1) We all got an email from a SR executive explaining and apologizing for the incident. 2) We all got Reward points that can be used to purchase stuff. 3) A couple of SR employees stepped up to the plate and informed us on this forum what was going on. I believe this company is trying hard to be the best VOIP provider out there. They could have ignored the whole incident like other providers do.
It sounds like some of you here want a detailed explanation of exactly what caused the outage. First of all, we did get a general explanation in the email. Secondly, too many details might put SR at a competitive disadvantage for obvious reasons. I understand that many of us are techies and would just gobble this stuff up. However, I'm sure most of you can understand that giving away too much about the information systems and architecture would present a security risk.
Granted, this was a major outage that should have never occurred. But let's hope that this will encourage SR to quickly deploy a backup system that will allow incoming calls to go to voicemail or be forwarded to a cell phone when the network is down. It would also be nice to receive an email whenever service is down for more than a few minutes.
Perhaps I'm naive, but I do think that SR's business plan does honestly include an emphasis on customer service. That is more than can be said for many of the other providers. I think that some of the bumps in the road are magnified due to the burst of growth SR is experiencing. I'm willing to hang in there for awhile, but only if I see progress in dealing with minimizing the impact of service outages. Let's hope they quickly address this. |
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voiplover
Premium
join:2004-05-28
Portsmouth, NH | reply to mph300
Lots of good posts, but I think that it is time for this thread (SR Down-No outgoing calls) to go to sleep. |
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tj008
join:2004-06-24
Cincinnati, OH
| said by voiplover :Lots of good posts, but I think that it is time for this thread (SR Down-No outgoing calls) to go to sleep.
Amen!
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KeysCapt
Premium,Mod
join:2001-07-11
Keys Exile
clubs: | reply to mph300
Any dissent? |
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burris
Premium
join:2000-08-22
Miami, FL
·VOIPo
·AT&T Southeast
·ViaTalk
| said by KeysCapt :Any dissent? Excellent idea...I vote for pulling the plug....
burris |
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tc1uscg
join:2005-03-09
Saint Clair Shores, MI | Till the next time.  |
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