VOIP Tech Chat → [Other] (SUNROCKET) 3 Problems...

I have had Sunrocket for about a month. After having OptimumVoice for just about a year. I have few questions... hope you kind folks can help.

1) When a person tries to call me at times, the phones rings twice on their end (and also twice on mine, I believe) and then the person who is calling hears nothing but dead air. What could be the reason for this?

2) Lately, when I am on the phone, I am not able to access the internet. The VOIP works, but the net connection does not seem to work.

3) Lastly, I have been having to reset (unplug, wait, and replug the "gizmo") the gizmo from time to time. Usually because of no dialtone.

I never had any of these problems with Optimum Voice, but they were over double the price, so I'm willing to work with Sunrocket to get things right.

I can tell you that their customer service does need A LOT of work. My guess is that they are simply too busy.

And advice would be a huge help.

Pete

P.S. OptimumOnline is my ISP... I ran the test that Sunrocket told me to run, it told me I could run TWELVE(!) VOIP lines from my connection!!!

ok so you have Cable. BUT.....

Router? Firewalls? Gizmo before or after router? QOS set in gizmo or not?

As for question #1, do you have distinctive ring set to something other than ring 1? What you are describing happens to me when someone calls my signature number if I have distinctive ring set. Not a big deal, so I haven't pursued it with SR.

What exactly is the test that SunRocket told you to run?
I'd like to try it myself!

This is what they sent me...don't know if will work for you....

Hey Thanks
A bunch of good info if I have problems!

I have had problem #2. If you are using a 2.4GHZ cordless phone and a wireless network, probably the cordless phone is interfering with the signal from your router to your wireless computer? I had this problem a couple of times.
Now I use a wired phone next to my wireless computer.

Ok... Some answers to your questions.

PJIV: Yes, the router is a NON-wireless SMC Barricade (8 port) firewall off...
The order I have is the cable modem (Moto Surfboard) goes into Gizmo, and then from Gizo, into router. Not sure what you mean by "QOS set in gizmo or not" -- I have the mins set to 32 if that is what you mean... but I'm interested to know what you're talking about.

dssman: There is no distinctive ring set for any number. It is all "#1".

kruser: Looks like burris already helped you with that one.

skypeuser: My routher is not wireless, and this problem is with any phone, wired or wireless that I use.

I still never heard from SR. I am curious to see if this problem is fixed soon or not.

Thanks, Pete.

Have you tried to do the dynamic rate limiting. If you are running other programs such as peer to peer or doing heavy downloading you will loose the phone call. You may have been told that you can have 12 VOIP connections on that line but that is only when you are not using the net and your bandwidth. You may also be on the end of the line for your cable box. Here it is a cable company issue. Plus I don't you if you saw on the report that you should try to run the test at different times. Maybe even try doing the test for one week and finding an average. For number two it is definatly an issue with your cable company. The gizmo works on the internet and if it works but your internet doesn't then you have some serious bandwidth issues. If this isn't the case you might want to go get a router wired or wireless and see if it is improved. The reason you may not have dial tone but see a voice light is the gizmo holds the voice light for about 60 seconds even though you don't have an internet connection. You can try this by just unplugging the WAN cable and you will see that the gizmo will keep the voice light on but then it will fade out. It maybe that your cable is fading in and out but with a 60 sec rate that you never see the voice light go out. From searching online it seems that optimum voice is also run by Optimum Online and they could have optimized there ISP network to work best with
their equipment. Just like other companies un officially make it so that companies that depend on there lines or internet service are not compatable or they don't put the effort into certian protocols if it isn't needed for there service. Your ringing issues maybe linked to bandwidth. I have tried to think of most stuff but I could be wrong.

ok, looks like a favorable setup! That's good news. Now, go and do some speed tests, here on BBR or elsewhere and record the upload speeds results. Take a MEAN average. Throw out the lowest and the highest, then average them. Now go to into the Gizmos interface, »192.168.251.1/ password is welcome , now click on LAN Under the Rate Control click Dynamic Rate Limits button, and enter your average into that box. Click Save LAN Settings. Click Reset along the left hand side, and click the reset button. The Gizmo will reboot, and you should have your issues fixed. If not PM me.

PHIV: I followed your steps. The UL # I'm getting by calc. is 895. I've fiddled with all this time and time again. To no avail.

NOW A NEW PROBLEM.

I get a dial tone, but I when I dial a number nothing happens. I can't receive calls either.

Never heard a peep from SR and I've reached for them 30 times.
Is it time to walk away from SR?

UPDATE:

There is a 30-35 second delay from when I place a call to when the phone starts to ring. This works in reverse too. (a person that calls me must wait for 30-35 sec. of dead air prior to being connected.)

Is this normal for SR? (hehe, I know it isn't but I can't help ease my frustrations right now!)

this could be the same problem i am experiencing, i get a dial tone, but there is delay until sound kicks in, so the other party actually rings you just can't hear it unless you wait long enough

jeffnyc: I'm on the phone with them now. They say there is an "outage" HEHE, RIGHT! All I know is I had Optimum Voice and *never* had these problems. I'm starting to really get PO'ed with them. I know I'm saving A LOT of money with SR, but this just plain stinks. OH! And here's another newsflash. When you call Tech Support, you'll find out that it really isn't tech support. The girl who just answered replied, "close enough" when I asked if this was tech support.

With each post I'm getting closer to trying somebody else.

Pete

Almost all VOIPs wlll have some sort of issue with something. So far SR issues haven't gotten on my nerves yet. I switched from Broadvoice and I have no intention of jumping off the SR ship anytime soon.

jeffnyc: I realize I was paying $34.99 for OV, but I never had a single problem. Ever. Yes, this is $16.58, but it doesn't even work half the time. Duh.

Now it is working... sort of.

Ugh.

Pete

There is definitely an outage currently...

So far I am on hold 11 minutes and still waiting. Maybe I'll call back since they are in outage mode.

11 Minutes is nothing. I took a long shower, shaved and brushed my teeth. 1/2 way into getting dressed she came on the line and in the end all I got was another "ticket opened" -- there is no ETA to whent the ticket will be worked on or when a person will call me on it. It it has been 5 days since my last ticket, and nothing has been done.

I would say this. For $199, we are pretty much beta-testers. In the end, they will kill the $199 and go with $24.99 like everyone else. That's the best I can figure. I am very certain that the $199 will not stick around.

Oh well.

Pete

I've had sunrocket for about three months now and i've had the WORST problems with them. I'd never recommend them to anyone... EVER.

The service worked fine for about a month. Then it went out. No changes to the network, no anything. It just stopped working. It was on a Sunday and I just figured they were having a "network outage" or something and waited.

Monday afternoon the service was still out. I called around 3pm, and was in a calling queue for about 45 minutes, then a guy picked up and said "please hold" and left me there for another 20 minutes. I don't know who answers the phones, but they're definately NOT technical support. He had me release/renew my ip about 200 times and power cycle, switch cables, etc(at LEAST another half hour of it). That's all he knew how to do. After wasting almost 3 hours (queue, hold, re/re), he said "sounds like your gizmo's broke" and said he'd have tech support call me. BROKE????? That's an astute answer.

Two days later, still without a house phone, I hadn't heard from tech support. I decided to call back in and... invariably I was in queue for 56 minutes. A guy picked up and started through the whole release/renew thing again, even after I told him it didn't work the first time and I didn't want to do it again. 30 minutes later he said he'd open another trouble ticket and have technical support call me.

They finally called, Saturday night at about 7:45pm. I was in a movie and missed the call. When I tried back Sunday morning (i've been without a phone for a week now) I was told tech support didn't work on Sundays and to call back Monday afternoon.

Monday afternoon I called, same thing: an hour on hold, told tech support would call me. Tuesday afternoon they did... and what a JOKE.

First they told me that it could take 24 hours for the gizmo to reset itself (which is bullshit), to which I responded I wasn't letting them off the phone until either it was working or a new one was shipped out. The guy covered the receiver on his phone and I could hear the entire conversation. His boss yelled at him for interrupting something... then I went through 45 minutes of the guy covering up the phone, asking his boss a question, and then coming back and repeating what his boss had told him. Sunrocket HAS to be the MOST ridiculous company I've ever dealt with.

Who the hell answers the phones when I call tech support if its not tech support?
Why the hell does it take hours to get through to anyone?
Why the hell does it take DAYS for tech support to return phone calls?
Why is someone calling me from tech support that has to ask someone else how to fix something?
Why can't they just REPLACE the damn phone adapter?

The phones worked for about two weeks and now they're down again... same problem. No Managment light, no VOIP light -- and when I route my internet through it (before my router) -- no internet connectivity.

Sunrocket sucks ass.

Email this to builditbetter@sunrocket.com
Surprisingly somebody actually reads that email and responds back. What you told so far is completely unacceptable in any consumer oriented company which Sunrocket claims to be.
Let us know what the reply will be.

ha! i've emailed the ceo, cmo, builditbetter, and public relations (the pr@sunrocket.com email address listed on the site doesn't even work, it bounces). no responses from any of them, going on three weeks.

from sunrocket FAQ:
"Why can't I receive inbound calls immediately after installation?
In some areas, inbound calling is not available until 10 to 15 days after you have received your equipment. This delay is due to the time it takes to activate your phone numbers. SunRocket is investigating a faster solution and regrets this inconvenience"

Anybody experience this type of delay?
I am in the metro NYC area, and looking to get sunrocket, but my gf is trying to rip me a new one because i refuse to have two VOIP services at the same time, and this delay might happen. (we both have cell phones also)

I full completely functional as soon as I plugged in my adapter.The voice light came on immediately and in and out worked.
This was in Miami Fl.

thanks for hte reply burris.
Yea that is what i thought. It should work, unless you are in a rural place where noone has ever heard of VOIP.

danes75:
I am having the same exact experience with them. To be honest, I am just waiting for work to slow down so I can shop the next VOIP deal. Sunrock is a total waste of my time. At this point, I can't get any inbound calls. It rings twice on the other person's end and then goes dead.

To anyone who reads this. DO NOT waste your time calling SR. They have no idea what to do except to tell you to reboot the gizmo a thousand times. There are TONS of players in this business, and SR is not the one for you. On the other hand, if you want free phones, sign up with them, and then cancel. They'll let you keep the phones. The phones are made by Uniden, and are really good phones. Luckily, Uniden has NOTHING to do with SR, so you'll be ok.

Oh and for the record, I have THREE open tickets, have been promised FOUR call backs. To date (over 3 weeks) I have not had one problem solved, or a call, or a reply to my mail.

Pete