[SunRocket] Anyone down 10:30PM Saturday?

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« [SunRocket] Sunrocket known gizmo issue. Any one has a soution

cbrain join:2000-05-21 Silver Spring, MD	[SunRocket] Anyone down 10:30PM Saturday? No dial tone or voice light. Anyone else down?
	permalink · 2005-10-29 22:33:39 ·

Brian in MD Premium join:2003-05-10 Maryland, US	Re: [SunRocket] Anyone down 10:30PM Saturday? Fine here in Northern MD...
	permalink · 2005-10-29 22:34:54 ·

cbrain

join:2000-05-21
Silver Spring, MD

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Re: [SunRocket] Anyone down 10:30PM Saturday?

Thanks.

Turns out it is simply SunRocket efficiency. They could probably use Mike Brown.

After 60 days without a single promised call back from tier 2 support SunRocket promised me a new gizmo sent overnight. That was last Saturday. When it did not arrive Tuesday I called and was told it went out that day. Thursday I called and insisted on getting a tracking number. SunRocket told me it went out that day, did not have a tracking number but forwarded me an internal confirmation. When it did not arrive Friday I sent an email to a marketing rep who answered an earlier complaint. He answered that a tech would get to me by the end of the day. NOT! Saturday morning I get an email that the new gizmo had shipped and a UPS tracking number which confirmed delivery for Monday. This evening my gizmo is dead. Turns out SunRocket put the new gozmo's mac address in the system killing my current gizmo.

Sure am glad I'm saving so much money.

permalink · 2005-10-29 23:06:35 · Print ·

Voiponoid join:2005-07-12 Everett, WA	Re: [SunRocket] Anyone down 10:30PM Saturday? I feel for you brother
	permalink · 2005-10-29 23:28:17 ·

mack1951 Universal Soldier join:2000-04-18 Bayonne, NJ	On the phone and no problem in NJ.
	permalink · 2005-10-29 22:53:33 ·

joako
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Call SunRocket's corporate office. Explain your fustration with Calltech (SunRocket's answering service) and ask to speak with a tech.

For example I send calltech (memberservices@sunrocket.com) an email around 8th october and calltech entered a ticket to SunRocket on 20th october... TWELVE DAYS LATER THEY READ MY EMAIL AND OPENED A TICKET! Since I CC all my messages to my contact at SunRocket the issue was already resolved the following day.
--
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permalink · 2005-10-30 04:45:01 · Print ·

cbrain

join:2000-05-21
Silver Spring, MD

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Re: [SunRocket] Anyone down 10:30PM Saturday?

said by joako

:

Call SunRocket's corporate office.

What is the best number to call the corporate office?

It is Sunday 11:00 AM and I'm still without service. I spoke with a tech last night who was unable to fix the problem. She promised to check with someone and call me back within 30 minutes. No call. I’m on my 3rd tech this morning without resolution. She can’t get anyone at tier 3 so wanted to call me back. The first tech put me on extended hold then disconnected me. She had my Verizon number so I left that line open and called from my cell to speak with another rep. After he couldn’t fix things he also promised to call back. No call. I told the third rep I would hold until I get help. She said “you will be getting a new gizmo Monday, why don’t you just wait.” What a company. I’m still on hold until SunRocket again disconnects me. Or they fix it if they really offer that service.

Everyone is very generous with apologies.

permalink · 2005-10-30 11:04:05 · Print ·

Voiponoid

join:2005-07-12
Everett, WA

Re: [SunRocket] Anyone down 10:30PM Saturday?

Have you tried the fix/trix from Voiplover?
It has helped me almost every day the last week as MY Voice light goes down all the time:
1. Take the phone off hook.
2. With the WAN connected power the gizmo down then back up.
3. Don't wait for dial tone. Dial ##3332858, then listen for some sound (DOT) wait about another 30 seconds and then hang up the phone and remove power from the gizmo.
4. Wait about 4 seconds then power up the gizmo. The MGMT light should blink several times.
5. Wait about another 30 seconds and repeat step 4.

permalink · 2005-10-30 11:20:50 · Print ·

cbrain

join:2000-05-21
Silver Spring, MD

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Re: [SunRocket] Anyone down 10:30PM Saturday?

said by Voiponoid

:

Have you tried the fix/trix from Voiplover?...

Will this force a default reset to gizmo?

Calltech (or whoever answers the tech queue) was able to update the mac in SunRocket’s system. I can get the mac from the gizmo label, the welcome password web pages or from my router. In hindsight I don’t know if this was the problem since correcting the mac did not restore service. The last tech did a simple default reset from my gizmo. It came back online and my calls worked. It may also have solved my echo problem. Only took a few minutes.

Think of all the money and time SunRocket saved by handling my calls the way they did for 60 days and keeping this tech from me. Perhaps BBR should add a self abuse category to the rating section.

PS: UPS just interrupted my writing to deliver the overnight package promised last Monday. Maybe this will fix things.

permalink · 2005-10-31 10:00:47 · Print ·

georgepan

join:2005-05-09
Wesley Chapel, FL

cbrain-

That is really a tough one to fix today. The problem is the mac address of your new gizmo. If you had that you could go in and look at your personal config file, get the info you need to type into your gizmo and you could program your gizmo with your new account credentials. It really is just one number change to make the gizmo register with your particular account.

I seriously doubt that Calltech has access to your gizmo's mac address, so a fix is virtually impossible at this point until you have the hardware in your hands, at which point you'll obviously just connect that.

permalink · 2005-10-30 11:54:03 · Print ·

cbrain

join:2000-05-21
Silver Spring, MD

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Thanks for all the help.

I was pretty rough with the techs today which, I believe is why each disconnected me. After a long game the last tech finally said she must disconnect me ... I went over the past 60 days and the past 12 hours, ask her to look at my log and see if she could find a single return call from a SunRocket number. If you can't get me to tier 3 give me the number or get me some help. After another long hold where I had just about figured I was disconnected, she got back and connected me to a bright tech who treated me as a human. The problem was fixed in minutes. He may also have solved the underlying echo problem that has plagued me the past 60 days. I told SunRocket I did not think it a hardware problem but was humoring them to get to the next level.

permalink · 2005-10-30 12:25:53 · Print ·

bostonkarl1 join:2003-07-09 Arlington, VA	Actually, the mac address of the gizmo printed on a sticker on the bottom of the gizmo. At least it was for me when I had to do phoning regarding the mysterious second gizmo that was shipped to me.
	permalink · 2005-10-31 07:47:56 ·

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