Complaint Review: sunrocket

I searched and searched and got xxxxx
I was impressed, they answered the phone like ladies and gentlemen and were very tech savvy... but who knows, Sunrocket was fine till the "tech" thing, they actually knew nothing about their own service. They hung up on my and acted like little children from the "philipines:. I had a coupla problems that were solved immediately by xxxx and didn't wait an hour to get them either. They said and I quote " we are very serious about our tech support" So far so good...but overall...it was a little bit more (19.95 a mo. and not 16.77, that sunrocket offered) I guess with these new services there will be bugs...and will be better as time goes on. I suggest that we all look at the services, for the cable and other companies are still twice the cost

Angelo

sorry, allowing you to give a competitors name would instigate others to just file against their competition, to only come back later to suggest their company your comments on this policy are welcome! CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

I signed up with SR nearly a year ago and ignored the immediate signs of trouble. It took days and I can't even tell you how much of my time calling in to customer service to even get the service up and running.

My biggest reason for staying with or leaving any company is the customer service and I've honestly never recvd such, well - offensive, treatment as a paying customer, from ANY company. I hadn't called back in for anything since the trouble setting things up in 05, until tonight. And I was reminded how very bad it really is. The rep actually asked me to repeat the same 2 answers 3 and 4 times. As if he didn't believe I could possibly know what I was talking about and if he just asked me enough times, I'd eventually give him the answer he was looking for.

When I became irritated and my tone showed it, I was talked over (again) and told that I was done talking, that now he was going to tell me what he needed and it went down from there.

When I asked for a mgr, I was ignored and the rep continued to talk over me and tell me what I "would" and "wouldn't" do while he was on the phone with me. I wouldn't talk to a child like he talked at me. And the kicker was, once I ended up calling back and insisting on a mgr, the mgr didn't do anything EITHER! He took the info and told me they couldn't do anything on the phone - Everytime I asked a question I got the feeling I was a reporter asking a polititian something for all the steps and "cant do" and "sorry that"s, and no direct answers to any questions.

In the end, I have ppl calling me and no phone service at all/probably a $60.00 CELL phone charge for the SR cust svc calls tonight and no estimation on when I might get an email (since I was told it was impossible to txfr me directly to the tech dept) to even begin to tell me how to fix the issue.

But they didn't have any trouble taking my money and charging me whether they can provide the svc or not. Never was I told I'd be rembrsed for time w/out working svc. Never did I get anyone who seemed at all interested in doing anything other than taking a note,creating a ticket and telling me they couldn't do anything and ultimately didn't know anything.

I would not recommend SunRocket to my worst enemy, low cost and features or not.

Ladies and Gentlemen

I have been having quite a time with Time warner, Roadrunner service, My upload speed do not exceed 23KB a sec ( should be 300-376kb )..Because that cuts everyone out. So as to NOT upgrade their cable capacity and use all this extra "Upload" capabilities (this also affects download, too)for their "Order Movies on line system!

I called 24 times and 16 visits from techs and mechanics...they all agree. AND form the horses mouth to you..YES ALL CABLE, DSL or whoever you have, screws up your line to achieve you as a HIGHER cost to you customer!

I just got off the phone, again and stated I am an Engineer and knows what is going on...my next move is the FCC and the attourny Generals off and BBB!

Ladies and Gentlemen

I have been having quite a time with Time warner, Roadrunner service, My upload speed do not exceed 23KB a sec ( should be 300-376kb )..Because that cuts everyone out. So as to NOT upgrade their cable capacity and use all this extra "Upload" capabilities (this also affects download, too)for their "Order Movies on line system!

I called 24 times and 16 visits from techs and mechanics...they all agree. AND form the horses mouth to you..YES ALL CABLE, DSL or whoever you have, screws up your line to achieve you as a HIGHER cost to you customer!

I just got off the phone, again and stated I am an Engineer and knows what is going on...my next move is the FCC and the attourny Generals off and BBB!

Ladies and Gentlemen

I have been having quite a time with Time warner, Roadrunner service, My upload speed do not exceed 23KB a sec ( should be 300-376kb )..Because that cuts everyone out. So as to NOT upgrade their cable capacity and use all this extra "Upload" capabilities (this also affects download, too)for their "Order Movies on line system!

I called 24 times and 16 visits from techs and mechanics...they all agree. AND form the horses mouth to you..YES ALL CABLE, DSL or whoever you have, screws up your line to achieve you as a HIGHER cost to you customer!

I just got off the phone, again and stated I am an Engineer and knows what is going on...my next move is the FCC and the attourny Generals off and BBB!

Ladies and Gentlemen

I have been having quite a time with Time warner, Roadrunner service, My upload speed do not exceed 23KB a sec ( should be 300-376kb )..Because that cuts everyone out. So as to NOT upgrade their cable capacity and use all this extra "Upload" capabilities (this also affects download, too)for their "Order Movies on line system!

I called 24 times and 16 visits from techs and mechanics...they all agree. AND form the horses mouth to you..YES ALL CABLE, DSL or whoever you have, screws up your line to achieve you as a HIGHER cost to you customer!

I just got off the phone, again and stated I am an Engineer and knows what is going on...my next move is the FCC and the attourny Generals off and BBB!

Angelo,

I used to be with Vonage but left after 18 months of service (or lack thereof). And, I'm now a Packet8 customer. I wanted to pass on a suggestion to all and then ask you an engineering-related question. Hopefully, you can explain the answer in layman's terms so others can benefit.

Between Vonage and Packet8, I sent out numerous pre-sales questions to several VoIP providers. One of them was Sunrocket. As an experiment, I decided to go through their signup procedure "up to the point" where I was asked for my credit card info. During the procedure, I told them I wanted a Portland, Oregon number. The process told me what my new number would be. It didn't look right so I checked. Sure enough, the number they assigned was in the Seaside, Oregon area - over 70 miles away from my locale. Landline phone users living across the street from me would have to pay "long distance" charges to reach me. But worse than that, being so far out of the area, the number assigned was guaranteed to fail the address matching test given to determine 911 access (something I'd not have known about until AFTER I signed up and paid). This was the "last straw" issue that I had with Vonage when I changed my phone number with them. They assigned me an out-of-area number that wouldn't pass this 911 test ... and promises to force-activate the service were unkept.

First the suggestion. Before signing up for a VoIP provider, give them a call. Ask them for the area code and prefix of the number they'd assign you if you became a customer right away. Sunrocket, at least, is upfront about this. Others may not be ... which in essense asks you to buy a service without knowing what the service will be (the "pig in a poke" scenario).

You don't need to know the full number ... just the area code and prefix. For example:

503-555-????

TheDirectory.org website allows 10 free location searches per day. Click on your area code on the page below:

http://www.thedirectory.org/pref/

Then enter the prefix number when you get to the area code's page. That will tell you the city locale assigned to that area code and prefix. If the number they assign you is outside that area, your neighbors with landline phones may have to pay to call you ... and you may not be able to get viable 911 service.

Now the engineering matter. My broadband ISP (and certainly others) also offers VoIP service. Because of this, I suspect they use "packet-shaping" to "throttle" (slow down or interfere with) service offered by competitors. I suspect they do this to make persons unsatisfied with the competitor's service and sign up for THEIR service. To my knowledge, there is only one way to get around packet-shaping ... by using dynamic porting.

According to friends I've met since switching to Packet8, they use dynamic porting. And while my broadband ISP is the same now as it was when I was with Vonage, I notice a definite improvement in quality with Packet8 over what I experienced with Vonage. At first, I blamed Vonage. But, could this be an ISP issue instead ... that Vonage doesn't use dynamic porting and, therefore, is succeptible to my ISP's packet-shaping scenario?

Does Sunrocket use dynamic porting? If not, and if your ISP "throttles" VoIP via "packet-shaping," could this have been at the root of your problem?

Angelo,

I used to be with Vonage but left after 18 months of service (or lack thereof). And, I'm now a Packet8 customer. I wanted to pass on a suggestion to all and then ask you an engineering-related question. Hopefully, you can explain the answer in layman's terms so others can benefit.

Between Vonage and Packet8, I sent out numerous pre-sales questions to several VoIP providers. One of them was Sunrocket. As an experiment, I decided to go through their signup procedure "up to the point" where I was asked for my credit card info. During the procedure, I told them I wanted a Portland, Oregon number. The process told me what my new number would be. It didn't look right so I checked. Sure enough, the number they assigned was in the Seaside, Oregon area - over 70 miles away from my locale. Landline phone users living across the street from me would have to pay "long distance" charges to reach me. But worse than that, being so far out of the area, the number assigned was guaranteed to fail the address matching test given to determine 911 access (something I'd not have known about until AFTER I signed up and paid). This was the "last straw" issue that I had with Vonage when I changed my phone number with them. They assigned me an out-of-area number that wouldn't pass this 911 test ... and promises to force-activate the service were unkept.

First the suggestion. Before signing up for a VoIP provider, give them a call. Ask them for the area code and prefix of the number they'd assign you if you became a customer right away. Sunrocket, at least, is upfront about this. Others may not be ... which in essense asks you to buy a service without knowing what the service will be (the "pig in a poke" scenario).

You don't need to know the full number ... just the area code and prefix. For example:

503-555-????

TheDirectory.org website allows 10 free location searches per day. Click on your area code on the page below:

http://www.thedirectory.org/pref/

Then enter the prefix number when you get to the area code's page. That will tell you the city locale assigned to that area code and prefix. If the number they assign you is outside that area, your neighbors with landline phones may have to pay to call you ... and you may not be able to get viable 911 service.

Now the engineering matter. My broadband ISP (and certainly others) also offers VoIP service. Because of this, I suspect they use "packet-shaping" to "throttle" (slow down or interfere with) service offered by competitors. I suspect they do this to make persons unsatisfied with the competitor's service and sign up for THEIR service. To my knowledge, there is only one way to get around packet-shaping ... by using dynamic porting.

According to friends I've met since switching to Packet8, they use dynamic porting. And while my broadband ISP is the same now as it was when I was with Vonage, I notice a definite improvement in quality with Packet8 over what I experienced with Vonage. At first, I blamed Vonage. But, could this be an ISP issue instead ... that Vonage doesn't use dynamic porting and, therefore, is succeptible to my ISP's packet-shaping scenario?

Does Sunrocket use dynamic porting? If not, and if your ISP "throttles" VoIP via "packet-shaping," could this have been at the root of your problem?