The fledgling VoIP technology is not ready for prime time as yet. The proof of this came today when dozens of Sun Rocket, a Vienna, VA-based VoIP service provider reported extended outages, and expressed their dismay. This is not the first time VoIP users have had to deal with these problems. Broadvoice, Vonage and AT&T’s Callvantage at some point or the other have managed to go on the blink. Even Sunrocket had reported some problems earlier.
Ryan Thrash, who seemed to be pretty happy with the concept of SunRocket, writes,
> “The service itself has been decidedly flakey. Requiring rebooting their “Gizmo” router numerous times… at least once every two weeks it seems. There is no way I would ever recommend them at this point for anyone remotely not up their in their “internal geek” level.”
Another user, Ed Siebold, angry at the outages writes in an email:
> “SunRocket may be in the Baltimore but their service is very poor. I have had the service for about three months and average at least one day a week with no service. Additionally, I can never get through to the customer service either by phone (thank goodness for my cell) or via online.”
When I checked with the company, spokesperson Brian Lustig admitted that they were having glitches and were working on fixing the problems. He did not specify what exactly was the problem, and the company was investigating the issues, and promised to keep us posted.
65 thoughts on “SunRocket hit by problems, again”
Yeah and ILECs never have extended outages. 83 days with no phone service in 2002/2003 with Verizon. I’ve had Vonage for 1/2 year and so far have only had an outage when my linksys box failed. They promptly replaced it. This compared to Verizon who claimed it was MY PROBLEM that the phone wasn’t working. Very interesting when it didn’t work at the NID.
ILECs may have outages, but it’s typically not consistently every two weeks. And you also don’t typically have to reboot your phone to get it working again.
imho, THIS outage issue is the reason that NONE of the independent Voip providers are ramping or growing! I have Packet8 and it has had numerous problems but lately has been getting better——-Plenty of ROOM for improvement to get to 99.999% like the PSTN! I call it ”’better than Cell Service”’ is my claim when trying to resell it
I’ve had SunRocket since April. During that time I’ve experienced 2 major outages and one minor one, of which I am aware. I’ve rebooted their modem once during that time. Overall, I’m pretty happy with the service.
It’s showing voice back up and I can get a dial tone now … but I can’t make outbound calls. Worse, inbound calls don’t even go to voicemail… it’s just a busy signal or no ring at all. I went through the first service outage, and numerous ones that a quick reboot of the Gizmo/router fixed.
I’ve had the service since mid-to-late June I think and have had to reset the router 6 times I thing due to lost registrations. The Gizmo sits in front of the network router and has gotten so screwed up that it’s caused general outages for the network even for the non-VOIP traffic on more than one occassion. That’s a huge pain and not what I’d recommend for typical consumers.
They pushed a new firmware recently to try to fix this, then the service went down again. I’ve been able to maintain IP on the network now, though, so there is some improvement.
This is really sad for them and doesn’t bode well.
Today is Monday Sept 12th. It is down again tonight and after 2 solid days last Thursday & Friday, I really don’t think these guys have a clue.
I have had a service ticket in for 3 weeks which they never fixed or even advise what they are doing about it. I have called them everyday and still don’t have anything even close to reliable service.
Undermanned, cheap or broken equipment, no tech people who know anything and obviously no money to get anything fixed.
Bye bye Sunrocket!
Sadly, I also bid adieu to Sunrocket after crazy voice problems that had never been an issue before. Cancelling the service was dead simple and handled absolutely perfectly and promptly.
The most shocking part though is that they didn’t even pass me along to a supervisor to try to save the account. I surmise they’ve just been beaten down over their recent infrastructure meltdowns. I fear their recent $25-million infusion is only going to prolong the inevitable.
Maybe consumer-broadband-based VOIP without some serious QOS through the entire network chain is not a good idea. I’ve heard that sentiment exactly from both senior-level folks in the VOIP PBX market and at the carrier level. The only customers the PBX folks ever have issues with are ones trying to make commodity DSL/cable connections work for VOIP. A “real” T1 with an SLA, and you’ve invariably got 100% happy customers.
I would think there is a legitimate market for premium (i.e. 2x the prevailing current rate) broadband connections that support QOS and a static IP.
I have Verizon’s Voicewing and have been experiencing similar problems with the service going down very frequently and was looking to change… any updates on SunRocket or Vonage?
I recommend you STAY FAR AWAY FROM Verizon’s package. They just say “sorry, problems with the network”… The problems are no outgoing phone service, no voicemail, busy for incoming calls – this has been days at a time and they will not issue a credit! Any other readers with better luck as I do use my home phone VERY frequenlty all across the country! Thank you – mjk
I just signed up for SunRocket yesterday. Everything seemed to go well until today. I called to add to additional “signature” numbers to my account and was told they had a massive database failure and would be down for a week. When I asked (5) times to speak with a manager, there was no one available. Could not even get them to take my call back number. Tried emailing them a couple of times at the address on their web site. Both emails returned as undeliverable. Does not seem any company will survive long with customer service like that. I’m going to wait until my adapter arrives and see what the quality is like. If this service is down as much as I am reading here, I will most likely say bye bye to them too. Stay away from AT&T Call Vantage and had bad luck with Vonage too. Seem they all are plagued with technical problems and inadequate customer service. The good ole POTS line may still be the best bet. Good luck.
I got a Sunrocket account for my parents. Bad move but it was the only voip service in their area. Sunrocket I HATE THEM!!!! First of all their technical service which by the way have absolutely no tech ability are in the Phillipines and no where near their other departments for support so one doesn’t know what the other is doing and they communicate off of tickets but again no status reports or what where or when they picked up your ticket to begin repair. I have no incoming calls for 10 days now but hey I am not worried because the “broken english guy” at sunrocket said he submitted the ticket and they are working on it! Better of using two cans and a string for phone service.
This is one reason I love the internet. I was really, really close to signing up with Sun Rocket a minute ago. Then I figured I’d Google the name and I found this site. Guess it’s back to the drawing-board as I need the phone for my home business (but want to lose the $100 per month Sprint bill).
Am about to make 1st plunge into VIOP. Still watching reports on Sun Rocket. Seems some of the same people saying nearly the same issues over and over. Wondering if it might be same people with another competitor trashing SR and others.
I am looking to change to a VOIN, and am now getting discouraged. I am not very computer savy, just use it for the basics email, and to look something up on google once in a while. Is there ANYTHING out there that is reasonably reliable, inexpensive and easy to set up?
I am wondering if any of these problems with this company have been resolved. Some of these posting are from almost a year ago.
Can anyone with this service now either recommend or not?
I have had SunRocket for two months now and l love it. Easy instructions – you just have to follow step-by-step. I have a wireless router as well … no problems. Experienced 1 time when I had to disconnect power to the Gizmo (the run light was RED – indicating we did not have phone service) powered downs the Gizmo – waited five seconds, powered it up and we were back in service.
They said it would be several weeks for my old phone number to transfer from Sprint. I was pleasantly surprised the change took about a week! Called Sprint to confirm the change to close my account. The service was alreadt disonnected without any issues with Sprint! That ws the best customer service I every received from Sprint. Other experiences were not good with Sprint. Sun Rocket rocks!
I cannot begin to tell you how upset I am with SunRocket and it’s service. For well over a month, we have tried to get our phone service transferred back to Verizon, with no response from SunRocket. Repeated calls and e-mails from either us or Verizon have gotten us nowhere, even though I followed all FCC requirements. SunRocket has implied that they might cut off our service before transferring us back, thereby making us lose the phone number we have had for many years. I have a business, and all my advertising has my number on it. To lose it would be very bad for me, and would require a great deal of damage control.
We never had the service disruptions we’ve had with SunRocket when we had Verizon, except during hurricanes. Having to call three times in two months is not acceptable. Also, on two occasions, the person at Member Services did not speak English well enough to offer assistance to where I felt confident that the person really understood my concerns.
This has been a nightmare I would not like to see anyone else experience.
I had them for 3 months, big mistake. Messed up by www connection as well. I had eth misfortune of recommending SR to a friend who suffers equally and blames me now. God, I despise SR.
I have been using SunRocket for 2 months with very little problems. The system is easy to hook up and works great with the wireless web router. I have had no outages or interruptions. I guess the only complaint i have is it took a few weeks to tranfer my phone number over, and the phone company was not happy with me switching over to VOIP.
My old phone bill was 75$ a month with no long distance service. i just felt i was being ripped off. My new SunRocket system has almost paid for itself. It’s 16$ a month with unlimited long distance if you have to reboot the system once a month is that so hard to do. It’s a no Brainer.
I signed up with Sunrocket April 30th, got my phone in about 7 days. I set it up and everything looked good. I pick up the phone and get a dial tone wooohooo! I call my own cell #…and I wait…and I wait…and wait some more. Well, after 41 seconds, I get a busy signal. After trying to call ANY phone number, the same thing happens. After 41 seconds exactly…I get that same busy signal. When I try calling my Sunrocket phone # from my cell, I get a “Your call cannot be completed as dialed, please try again later.” After 2 e-mails to customer services and 2 phone calls to tech support (Yes I had a foreign guy as well), they told me that the problem is on their end and not mine. I ask how long is it going to take for them to fix the problem “on their end.” The foreign guy says he doesn’t know because that’s a totally different department than him.
Sooooo…almost 1 week after hooking up my Sunrocket, it sits useless. What a great deal for $199.00. If they don’t fix this problem of mine by Wednesday, I am GLADLY sending it back for a refund.
I ordered Sun Rocket on May 17th. They said it would take 5 to 10 days so I waited until May 31st to call back. I was told that another phone would be sent UPS overnight. I stayed at home all day on June 1st, but the phone did nto arrive. Io I called again on June 2nd. They tell me that UPS will deliver it today, but since I am not at home and UPS does not deliver on Saturday and Sunday, I will have to wait till Monday. I have been on hold for 15 minutes awiting to speak to a supervisor.
Sun Rocket phone system needs to clone the IP address of your service provider,
This is a one time thing to do
What happens is you communicate with the GIZMO by internet and dial to the GIZMO and walla CLONED!!
to do this contact customer support and they will guide you to the web site and put the information,
This will eliminate all reboots with the GIZMO
have had sr for one month now. I’m not satisfied w/service at all: droped calls, no dial tone for about an hour a least 4 days a week if not more, no dial tone for 3 days, constant reboots. called support and they suggested it was my internet provider. called internet provider and they said there was no problem. if these problems persist(don’t see why they wouldn’t) im gonna have to drop sun rocket just like they drop my calls.
I became a Sun Rocket customer in Feb. from the day it was installed I had problems. It started knocking off my internet which caused dropped calls. I often was told I sounded like I was underwater. After three months speaking with atleast 10 different people, emailing non stop my problem was not resolved i spoke to a “supervisor” who said that if I cancelled I would get a full refund. On Thursday July 6 2006 I called to cancel and was told full refund as of today I got an email stating they were not goin to honor a full refund because I had their service for more then 30 days. I tried for four months to give them a chance they sent me 4 Gizmos 3 different engineers called me to remedy the issues. I had Time Warner at my house for four days to see if it was them or SunRocket. So my warning DO NOT repeat DO NOT GET SUNROCKET PHONE SERVICE. YOU WILL ONLY GET HIGH BLOOD PRESURE AND A HEADACHE.
I have had SunRockets Service for about 6 months now. At first I had a difficult time with dropped calls. No one at customer service really knew what to do and never called me at all when I sent an email to the email@example.com.
Then I emailed Linksys since I had a new Linksys WRT54GX router with SRX200 techonology. They supported me the same day and help me configure my QoS and I had my phone up and running with no problem or drops.
Yesterday, I tried to make a phone call and got a busy signal no matter what number I called.
I made a phone call to SunRocket and they had my reconfigure my setup. Now I can make calls out with the exceptions of a few dropped calls here and there. But now my router losing connections to my XBOX for my kids and inconsistent connection speeds with my internet.
So it’s configure it the old way, which means, no phone but my kids can play XBOX and we have internet connections. But if I configure it their way, I have a phone but XBOX drops and my internet conneciton is bad.
I called several times and they only want to fix the phone issues.
I told them that their GIZMO box is not meant to be used as a router and can’t handle the bandwidth.
I just emailed Linksys to see if they can help. At this point I am ready to disconnect my SunRocket Phone.
I just don’t understand how it could have worked so well for 6 months then drop dead all of a sudden. I think they pushed a firmware update the hosed everything and are reluctant to admit it.
Only had Sun Rocket for a month, I must have called, ten times, for technical installation or general questions. Always the phone was answered within one minute, try that with Verizon et al. Totally, professional, courteous and every issue was resolved instantly. I think they’re doing a great job. If my service would go down occassionally, I have a cell phone. You can’t beat Sun Rocket, service or price, say I. hARRISBURG, pa
I cannot say how terrible the experience has been with Sun Rocket.
I have been billed twice from April to August.
My number was never transfered and my account was finally cut off.
I have been on the phones for more than 20 hours.
I have emails referring to my refund but no refund was ever made even if agreed on the phone.
I feel the only solution for a refund is an attorney.
THE MOST DECEPTIVE PHONE COMPANY EVER !!!
DO NOT GET SUN ROCKET. THEY ARE A SCAM !!!
Los Angeles, CA
I’ve had the inconvenience of living in Buffalo during our freak Friday the 13th storm. Internet and power went out for a week. I’ve tried to reconnect with Sunrocket but no pnone number is working. Their web pages are also not coming up. Does anyone know if they went out of business?
My Sunrocket service has been fair since January. Some scratchiness during intermittent periods and some missed calls. It wasn’t bad enough to drop them but it has been a little irritating. Now I can’t get ahold of them and I’d like my phone service back.
The $199 for the year was a good deal and I’m hoping that they work through their growing pains. Assuming they haven’t given up.
I’ve had Sunrocket for about 5 weeks now and I’m shocked at the negative comments. Maybe they have just recently gotten their act together but I’ve tried a total of 3 providers now (packet 8 and Vonage in addition to Sunrocket). By far I’m most satisfied with Sunrocket. It has performed flawlessly, they ported my old number exactly as promised, and I only paid $199 for 15 months ($13.27/month) for the service. I AM THRILLED!!!! Voice quality is on par with Vonage and better than Packet 8. And they don’t charge all the “garbage” fees that the others do. Packet 8’s “19.95” price is really about $24.00 per month approaching double that of Sunrocket and I found them inferior (used them for an entire year).
I have been using sunrocket 8mths and no real problems, sounds great and all the features are perfect. the only thing I found strange is the random calls and when i pick up there is no one on the line but air. the same person will call again and again but no one there. so I block the caller and then there will be someone else calling and no one there so Ill block them. i think i have about 15 blocked now. but for the most reasonable priced phone out there its a small burden.
I was able to contact SunRocket on Sunday 10/22 and reconnect. Evidently Time/Warner has an access code I was unaware of that was causing the problem. The scratchiness continues… So voice quality is not on par with a dedicated telephone service. This would be a problem if I had long conversations but I do not. My phone calls are generally <5 minutes.
I have had Sun Rocket for 7 months now and have never lost a connection.
I do get feed back sometimes on my phone but no worse than any of my kids cell phones. I held onto my land line for all that time my grandkids who use the phone so much more than me used the sun rocket phone. They never complained nor had any problems. So I am now stricktly Sun Rocket user. After 7 months I feel secure. I also have Comcast for my internet. Maybe that is why it is steadfast.
Sun Rocket is absolute crap! Don’t bother with it. We have had unreliable service and are about to cancel since our contract will end in 2 weeks. We miss phone calls and about half the time we make calls the poor individuals on the other end can’t understand us as our conversations “break up” constantly. We have run several “tests” or whatever the hell it is that supposed to help but to no avail!! We’re done!!
Well, from what I’m reading, this may be the first Pro-Sunrocket post yet. I’ve been with Sunrocket for 3 years now, in 3 different locations: Seattle, San Diego, and now Hillsboro, OR. The voice quality has gone exactly as the quality of my broadband/router went. In San Diego the service would fail once every 3 months but that was always due to Time Warner internet (terrible). In Seattle it was alright, never failed but at times was patchy. In Seattle I was on DSL and the internet got bogged down in peak hours. Now, in Hillsboro, it has been flawless for over a year but I think it’s because I have Verizon FiOS 15 Mbps internet. Sunrocket has given me $200 in rewards for the 6 families I’ve convinced to sign-up. All are still customers except for my brother who moved to Utah. The internet was so slow there that it didn’t support his VOIP calls. He also had a terrible time setting it up to begin with. Turned out to be a router compatability issue.
My Recommendation: For any Voip service, including Sunrocket,
1)make sure you have a good router that you know is compatible with the GIZMO.
2)Only get VOIP if you have decent broadband (>1.5 Mbps at all times).
3)Never try to run your internet through your GIZMO before other internet connected items (computer, router, Xbox). The GIZMO should be always after the router in your setup.
Overall, I’ve saved hundreds of dollars and am very happy with the quality. I even wrote an email to Sunrocket asking for some reward for referring so many people when at the time there was no reward program. When the program came out 5 months later, they remembered me and credited my account $50 dollars!
I’m not going to lie, though, there have been patchy voice quality issues, but 95% of the time it was internet related. And with my current fiber-optic internet, the voice clarity is crystal clear.
After having little trouble with SR in 8 months I now cannot connect their gizmo without losing my Internet connection. If I rest everything and hook their gizmo dierctly to my modem it works fine. so I replaced and upgraded my D-link 624 to a D-link 625. Same trouble and am waiting for SR to reply.
Our family got SunRocket service around November of last year and have had very few problems. We are in California and have a cable modem with fairly fast speeds so no voice quality issues so far. We were able to get 3 months of free service through their discount website:
Hope this helps!
Andy & Michelle
JUST for today they offer a special of 199 for 2 year, after you sing up with them visit this web page and your info and they will give you a 40 dollar s in rebates »voip-rebates.com/sunrocket.aspx. I had got my rebate in 4 weeks.
this company is really really goog i have DSL conection from verizon with just 760 kbps (the shipper one, and slowly too) and the quality is great! i made call almost to all my relatives and family in Central America, (nicargua, mexico, Honduras, Salvador, Guatemala) and all the calls sounds really really good or excellent is best word to descibe the sound quallity!
I had order the service at the end of June.By the end of August,they were still trying to switch my number.Finally on September 8th they made the switch.But I was being charge for it since the end of June.The only reason I wanted to keep my number was that I had people, business,doctors,bosses,and family that have had that number for over 15 years. The next reson was that my service kept dying on me. I had to boot my system up 3 to 4 times a day. I was talking to a doctor one time (just after surgery)and it died on me.Two weeks doing this I decided that was enough. So I went to another phone service.I tried to call up 4 times to cancel my contract with sun rocket each time they had a reason I could not do it at this time. In December of 2006 I still had not gotten my money back and I still have not gotten it back as of March 30,2007. I would like to know what to do?
I joined SunRocket on March 29, 2006. They immediately billed me $199 with the promise that they would switch to my land line number within 2 weeks. As I had passed out over 500 business cards with my existing number, I had to have that existing number. On April 11, 2006 the SR Provisioning Manager found out that he could not transfer my existing number (reported later by a SR agent.)
Instead of being honest, he LIED and posted that he needed to do an “address verification.” Months went by with no progress, so I wrote a letter the the Founder/CEO. A woman VP (Marketing?) assigned her aide to solve the problem. A priority level 9 (their highest priority level) was assigned, and the VP’s aide started to make some real progress.
Then the Provisioning Manager halted progress by saying that he would personally handle the “fiasco.”
As before, all progress ceased. I made another follow up call in mid to late November. The SR agent was flabbergasted when he found a level 9 problem that had nothing done since the Provissioning Manager had blocked the VP’s aide.
The only conclusion I could make was that the Provisioning Manages was BOTH INCOMPETENT and a LIAR.
Working behind the back of the Provisioning Manager, SR was able to finally get me a number on December 11, 2006 (8 1/2 momths after they pocketed my $199 for a year of service. At that time, I asked SR to change my billing date from 3/29/06 to 12/11/06.
Now I have just been billed (4/4/07) for $209.26. When I called to complain, they offerred to refund “”HALF of my 3/29/06 money, even though they admitted all of the problems were SRs. They said “its our policy.” I got AMEX to challange the bill and reverse payment.
From my experience, there are 2 major types of companies:
One is run by reasonably honest people who sincerely try to correct any mistakes that they make. AMEX is one such company.
The other is run by people like Ken Lay of Enron. They are basically dishonest, customer hating, moneygrabbing “CROOKS” who enjoy being preditors. My only possible opinion of SunRocket is that they are an “Enron Type company.”
I would not recommend SR to anyone.
I’m just about through w/the initial 31 day trial & so far the service has been decent. I am on a Comcast broadband connection & I have only had one call w/feedback. I’ve had 1 minor outage that was easily taken care of by re-booting the Gizmo. I placed my request to transfer over our landline # & approx 2 days later I was informed by SR that my current service provider did not approve the transfer….the same old BS that we hear about that the big boys (in this case Comcast) are giving the little guys (SunRocket) as many problems as possible w/ # portability issues. My specific issue was that Comcast (it’s actually a 3rd party vendor who handles these requests by SEC Regs) did not relay my account name exactly as it appears on my bill…or so I was told. I of course confirmed w/both SR & Comcast that my name was correct & botrh parties did confirm this…so it had to be the error of the 3rd party. After reading about the troubles folks have had on these portability matters & experiencing it myself, I truly think the big boys are playing games here making it as hard as possible to release their #’s to the little guys. Perhaps the big boys are in the pockets of these 3rd party “indiscriminate” providers that the SEC has set in place. These 3rd party communicator’s of info (for all # transfer requests) are selected based upon your location by the SEC. So it stands to reason that the big boys are greasing these folks via the backdoor to make it as hard as possible to get #’s transferred. In my opinion I think the SEC should conduct an investigation into this being that there’s been so many folks complaining about this. After all, outfits such as SunRocket don’t want this to be happening so I truly do not think it is a problem on SunRocket’s end.
After voicing my concerns w/both Comcast & SunRocket & showing Comcast that I knew a little bit more about these problems than the ave consumer (I worked for PacBell for many years & know the industry lingo & all the hanky panky that can go on w/in) my matter was quickly resolved & am being told I should be good to go by 5/1.
Bottom line, my experience has been a good one to date. Some things to keep in mind….VOIP is not for everyone. If you are on a DSL connection, you should make sure of your location in relation to your Hub…if you’re more than approx 60% beyond your middle ground of your Hub, it might not be a good fit for you.
However, if you’re broadband of course this does not apply to you & you should be fine.
Also, be mindful of how you choose to hook up your Gizmo….if you have a router, the Gizmo will work best if you hook it up in front of the router..so to the modem 1st & then your router.
So for some, VOIP is a slam dunk, for others it might be more of a challenge. As technology improves however, I think we will begin to see the big boys jump into this arena more so w/both feet. Right now though, the customer base of these VOIP outfits are still too small to really threaten the big boys..at least enough to make them want to work harder @ bringing this type of service to their masses. After all, this type of VOIP service will lower their margins so of course they are not too anxious to want to develop it further. They will leave that up to the little fish….then, when the time is right, the big boys will enter the mix w/both feet. Personally, I can’t wait for that day as it will bring the prices down & eventually, everyone will have landline quality for the price of today’s VOIP services…w/all the bells & whistles too of course.
So in closing, be careful of slamming SunRocket too much….as stated, their intentions are to grow & they realize that in order to do this, they must not provide a great service but be as consistent as possible in doing so while giving you the best possible price.
More power to the little guys I say….they are the one’s who will force the big boys to eventually lower their profit margins by entering the fray here. Competition is good for everyone & the big boys know this, so their goal for the time being is to make these changes (VOIP tech) happen as slow as possible. It will be interesting to see how all this plays out over the next few yrs imo.
& if anyone thinks I’m a SunRocket Shill…forget about it…just someone w/a lil industry insight & a fair amount of tech know-how. Having said that, if my SR experience ever turns south on me for any reason, I will make sure to post it here. My only reason for posting here is to try & level things out here…..after all, most folks will only take the time to give their input when they are angry or upset….it is quite rare for the satisfied customer to take the time to give their input.
If anyone wants to discuss this further w/me to learn more about what I feel is truly going here w/the games the big vendors are playing w/the little VOIP outfits, I’ll be more than happy to discuss it further….feel free to email me @ firstname.lastname@example.org
I think what the big boys are doing to Co’s like SR is a crime & would love to see a Grass Roots base of support for Co’s like SR! If this happend I think the SEC would listen & do something about it….or at least apply more pressure to these 3rd party folks w/re to # portability matters….total BS it is.
Knock on wood,,, I love SunRocket so far (after a month). Maybe it just works better in the tropics. HowEVER, I haven’t a hint as to how to set up voicemail with it. Off now to seek help.
This is the GOTCHA TELEPHONE CO. The dont answere the phone 18 min. on hold. I faxed them 4x still dont get it streight. No # trans fer after 3 months. STAY AWAY FROM SUN ROCKET. When u stay with the Big Boys u pay more but u get more
They got the heck out of dodge. We signed up with them 2 weeks ago and they didn’t even send all the cables to hook it up with, and they obviously have shut down. Tried to call them and the recording says were not taking any customer or sales calls. Good bye.Its definatly the gotcha company.
My phone is down, customer service is not taking calls. Looks like the company has wound up. It can also be that they made some big goof up and since they have no way to resolve the problem, they have decided to not take any more calls.
I have paid in advance for the whole year. Dont know if they even will do any refunds. Need to make these companies more accountable to their customers.
Wondering if anyone actually KNOWS what is going on.I’m getting the same stuff from my side..no phone access,no one available for customer service.Anyone see anything in the news about what happened.
My SunROCKET is still DOWN! UI am so ticked! The customer service says, “We are no longer taking CUstomer Service Calls.” What the hell is that?
I am paid up as well. You woul dthink the least they could do, would be to post a message if there is problems. I mam so MAD you have no idea! My parents phones are also not working. ACK! What do we do?> Is there no one we can contact?
I am experiencing outage as well. Can recieve a call at times but no outgoing calls. Customer Service does’nt respond. No news – no idea where to get support from 🙁
We have two phones – no dial tone today. Never got our “free” phones due after 30 days… Sadly, their website is still promoting their service. They may not be gone, but DONT BUY their services.
They upgraded their system a few weeks ago and my phone call quality to Hong Kong has improved a lot…. Looks like they screwed up something badly. Hope they are not out of business, just paid them $199 a few months ago!
my phone is down as well, since yesterday. they haven’t responded to emails and they’re phone number is ‘not accepting calls for customer service’. what is going on with this company? i prepaid for a year, how can i contact anyone let alone get my money back?
For the last 3 days my phone has been useless. I dialed the number and got the same recording. I’m trying to find out if they’re going out of business. Up untill this past week it was OK, echos here and there, but OK. @ weeks ago we started getting choppy audio, like someone was turning the volume up and down. Now it is non-functional. I’m pretty much left with my cellphone for communication. I paid $250 out in front fot 15 months of service. I became a customer on April 28th 2007 and it worked OK until last week. So that’s like shy of 3 months service for $250??? YAY!!
Unless they make a huge recovery quick I’d say stay away from SunRocket. They’re not telling me , or apparently anyone else, what’s goin on. I’m left to assume that they are goin down in flames. I’ll likely have to go back to Verizon and chase SR for the money, god only knows how long that will take to get back!!
If anyone knows something I don’t know please let me know. FYI I am not someone who is unfamilar with computers, I am the lead support for a 2000 pc network that I am responsible for soup to nuts, suffice to say I have tried quite a few variations to make this work with no success!! If they are having a problem it would be wise to communicate with their customers. If I find out anything else I will update here.
There is definitely something horrible happening. I talked to a tech guy last week, whene there was a system problem, and he was anything but nice…but the problem went away. Now…down again…with spotty service on my end. Very scary. Here’s the name of their primary inversment firm: BlueRun Menlo Park
545 Middlefield Road,
Menlo Park, CA 94025
Phone: +1 650 462 7250
Fax: +1 650 462 7252
Let’s ALL call them and get some answers!
For problems with Sun rocket
call Bernie Murphy at 650-329-9996 at # 235
I have grown very tired of Sun Rocket treating us like garbage. At the very least they should answer their phones. What bastards (and I am being nice).
Thanks to Lynda Wells I called the number for BlueRun Menlo Park
Phone: +1 650 462 7250
Fax: +1 650 462 7252
They put me in touch with Someone who is “handeling ” Sunrocket. I did not talk to him but I left him a message.
the name and number are
1-605-329-9996 ext. 235
Everyone call Bernie and maybe some will get an answer.
Do we wait for some service to start back up or is it gone forever? I need to get another phone service, but don’t want to be paying for two services!!!!!!!!!!!!!
I have had Sunrocket for more then a year. Just renewed this past april. I am calling my credit card company to see about getting some of my money back. I am canceling the service. If you have a phone number that you do not want to loose, I would recomend that you get a new service very quickly and port your phone number out of there ASAP. Its a shame they used to be a good company. now they are just Shit.
Well, the news only gets worse. Read this and weep:
SunRocket Is Out of Business
July 17, 2007: Numerous news reports have confirmed what we have been saying for the last several days – SunRocket, one of the most popular VoIP services, is going out of business. Whether you are a current SunRocket subscriber that needs a new service or someone just looking for the best VoIP service, we’ve got you covered. Read our comparisons and reviews of the best VoIP services below or check our update page for more SunRocket news, including how to port your number to a new service.
I got this from ConsumerCompare.com, however, they are the ones I went to and found SunRocket at the top of the list. So, we all need to stay hooked up and keep the “consumer” part of this charade informed.
Have called the #’s for Bernie Murphy and gotten voice mail. That’s more than I got from Sunrocket. I too have paid for a year in advance and now no phone and no money. What do I do about my phone #, I heard that it can’t be transferred if they cant contact Sunrocket. Wow, what a mess. I filed a complaint with the FCC and will continue to file complaints everywhere I can until someone responds to my complaints. Next is the Public Utilities Commission in my state. How can they not be held responsible for all our money?
OK, everyone! Here’s a way to go that I got off another website:
Get the legal system and government involved.
File a complaint with the FCC at:
Mention something like:
SunRocket, a VoIP telephone provider based in Vienna, VA disconnected my prepaid telephone and E-911 service on July 17, 2007 without ANY required advanced customer notification or alternative service options, leaving me at significant risk without 911 capabilities. The company’s executives should be arrested and jailed for putting approximately 160,000 households at such risk.
Also contact your local Attorney General and demand that the executives that made the decision to leave customers without phone service and E-911 service be arrested for public endangerment
Here is a link to that blog
I’ve signed up with another company, and here’s the “rest of the story”:
They will not be able to port my number until they can contact SunRocket, which will no doubt take an Act of Congress. Yeah, right. So, what now?
here is some more info for all concerned.
this is a link for news from the NY TImes.
This one is how to unlock your gizmos and transfer your numbers. I personally have not done this…yet…How to info comes after the disclaimer on the top of the web page. Follow at your own risk but the info is interesting none the less.
I understand that they have gone out of business, but my sunrocket service is still working – anyone know why?
OK, everyone! Here’s a way to go that I got off another website.
Has anyone signed up with another company. I came through Lingo’s special promotion located at http://www.lingo.com/sunrocket that gives users a choice between two plans. The plan they prefer to sell is a monthly ChatterBox plan. It makes a mention of one month free, free shipping, free activation and free equipment.