Reviewers Comments:

Service was great when I signed up back in December 2005. It initially took a number of phone calls and online chats to CS to get caller id, voice mail and e911 working. After about one month the features promised were finally in place for my account. I had a dial tone and incoming calls on the first night and was able to make calls within 5 minutes of opening the SR start up kit. I submitted a review in December but my thoughts on SR have changed since then so I am reviewing them again. For more than a month, I have been seeing problems with poorer sound quality (static, echoes, voices sounding like they are underwater), which seems to slowly get worse but which can not be attributed to my reliable cable modem connection. More troublesome, over the past month I frequently (more than once each day) dial out and get only dead air while my intended party answers and doesn't hear me at all. It sometimes takes 2-3 tries to get a good connection. In addition, I am seeing dropped calls. In my opinion, these glitches are somewhat understandable given the newness of VOIP. What I cannot forgive, however, is two major, seemingly nationwide, outages in the past month. (The most recent was hours long for me and a day long for others and happened on 3/29.) I have also had smaller outages of about 15 minutes regularly in recent weeks. Although SR is obviously up more than it is down, I have reached the point now where I actually wonder if I will have a dial tone when I pick up my phone and, if on hold with someone, I worry that my call might be dropped before I finish the call (that happened to me three times today). I love the free long distance, but I really hate the downtime. I will not cancel yet, but only because my business cards have my SR number and I dread the porting process. I would caution you to think long and hard about choosing VOIP in general, and, if you choose SR, have a backup (POTS) line available to cover the outages. SR's customer service is atrocious, but I have been able to go weeks without calling them, which is fine by me. However, when I need them, I know they won't be there for me. That is a problem.

Reviewers Comments:

Please - take it from My personal experience - DO NOT GET SUN ROCKET - voip Services. I tried to save some money and I am paying the price now. Every time I try to use the service I am running into new problems. Tech supports sucks big time - "Engineers are aware of it and working on it" Standard reply if you can understand them. I have sent about 15 E-mails - 10+ calls mind you its an hour process for each call - And Been waiting for 2+ months for them to give me just 1 day of reliable services - Just one day - without any problems. I have to switch to another company soon. I am thinking about going back to SBC and wait for cable to provide voip.

Reviewers Comments:

I ordered 10 numbers in cities around the US and EVERY number does NOT WORK. I have been in contact with Tech Service (TS) for OVER A WEEK and still no results. Also, they like to send you long winded emails asking stupid questions and you MUST respond or they will not follow through with TS. In addition, average hold time to reach TS is well OVER A HALF HOUR. They are nice, but they suck

Reviewers Comments:

In three months I have experienced outage only once. I have used their email, telephone, and chat support service and found all to be prompt and helpful and they spoke English without a heavy accent. My only complaint is that the sound quality gets poor during evenings. Anytime it is poor I run a VOIP speed test and have always found that the internet, in general, is losing a lot of packets. I don't think I could blame this on Sunrocket.

Reviewers Comments:

The service is unusable due to horrible quality sound, I'm stuck with no usable phone until SunRocket transfers back my number to the land line. They said they will do it when they "Get around to It". That is a quote from the support person. This service to extremely bad. Don't believe them when they say the "no gottya phone company", they Got Me BIG TIME

Reviewers Comments:

I've been reading the comments, and am kind of surprised. We've had Sunrocket for about a month and a half, and have had no problem. Our phone # switchover just completed, and are canceling Qwest (hooray!! talk about horrible cust service....) today. We received the "gizmo" within 3-4 days from order. We had some small problems connecting it, and called customer service who walked me through it (was actually much easier to connect than I thought, but their instruction guide that comes with it is not so hot) and I was hooked up instantly. The phone worked right away, with the new number, and the number switch from Qwest took about 3 weeks. The good points: Price, obviously; Features, including all kinds of online features, like setting up your speed dial, contact list, call forwarding, etc. all online. Super easy. There is no "special" type of phone you need, I've seen some that only work w/vonage. Just bought a new 5.8mhz phone, and it works fine. Customer service was fine, for me, I got through pretty quickly, and the person helped me set it up quickly with no problems. The bad: There is some decreased quality of the connection compared to the regular phone service. It seems to come and go. I don't get bad echos or anything, but there is some slight "pops" once in a while. I'm hoping that this gets better with time, I realize that this is new technology. I have had no interference with my internet usage, and I'm an online multiplayer gamer, and my wife loves to play poker online. We've both been online playing and she talking on the phone, and there's been absolutely no problem at all, nor did it seem like that had any effect on the quality. For the price (less than $17/month including long dist!!), I can deal with a little pop or static now and then. I do think it'll improve in the quality dept. So we chose a cpl pops versus 25-30 dollars in ridiculous fees, and another 50 bucks in long distance every month.

Reviewers Comments:

Took a chance on VoIP & SunRocket just happened to be our selection. Knew going in that it wouldn't be perfect. It wasn't. Outages were common enough that it was annoying. Echoing is very common...rarely get anywhere near the kind of quality that you're accustomed to in regular phone calls. Again, we knew it wouldn't be perfect, but still...Real fun began when we found that SunRocket didn't support our home security system (we had initially been informed that they did). So, we decided to switch to Vonage, who could support a home security system. We opened a Vonage account and requested from SunRocket that they port our number to Vonage. That was in March of 2005. It's now March of 2006 and SunRocket still has hold of our original number after refusing the transfer no less than 5 times. SunRocket customer service assured us after each request that all of our info was correct and that the next request will be honored. Not. We finally gave up entirely on VoIP (Vonage calls also have echo, though their customer service seems much better) and are switching back to Verizon. Of course, SunRocket has now refused Verizon's request for the number port, also. My advice regarding VoIP is simple: Ignore VoIP and take advantage of the downward price pressure they're putting on the conventional carriers. But, if you still like saving the money and insist on VoIP, stay away from SunRocket.

Reviewers Comments:

Sunrocket Warning : Don't transfer you phone # until you hear a dial tone w/ your sun rocket equipment. (Since tech support couldn't get me up and running & N/A isn't an ratings option it was tough to rate sound quality, etc). Timeline of problems! 1/ 28ish ordered service - set phone number transfer (to keep my #) in motion (takes up to a month) 2/7 ish got equipment. Wasn't able to get it to work. Called tech support - they couldn't figure out prob. 2/7 Cancelled my phone number transfer (got ticket number) while I was on phone w/ tech support since I was wary that it wasn't working. 2/9ish Got my first call from advanced tech support called me (at 11 pm btw - they call all sorts of weird hours). They couldn't fix it. They did research called me back every couple of days. I was on the phone for an hour at a time answering the same questions and making the same changes w/ different tech support folks (they were nice). We tried diff. sunrocket devices. Nothing worked. 2/27 tech support finally gave up. 2/28 I cancelled my sunrocket account & confirmed w/ member services that my phone number transfer would not take place (i have ticket number for cancellation) 2/29 Got email from Sunrocket saying your phone number porting (transfer) will be complete march 2. I replyed to email and cc to sunrocket member services that my number was not supposed to be transferred . Was told it was an automatically generated message. 3/1 returned equipment to Sunrocket (usps delivery confirmation) 3/2 came home from work to no dial tone. Went back to work to use phone (i'm disabled and have a prepaid cell phone at a high rate/ min for emergency only). Spent 2 hours on work phone dealing with my phone company and sunrocket who couldn't fix problem. Since transfer happened my land line was cancelled in the process. There's a 2 week waiting period to reinstate your old phone number. 3/6 my land line phone company (verizon) was nice enough to set me up w/ a temporary phone number so I'd have a dial tone and a temporary dial up internet account (dsl wasn't working) 3/6 had to call a bunch of people to let them know I had a different phone number for the next ten days 3/16 Got my phone number back. Still didn't have DSL. That account was cancelled to when my number got ported. 3/17 I got my credit card bill and lo and behold a $199 charge from sunrocket. 3/17 Called sunrocket to remove charge. A while later received email saying my account was just cancelled?? (even tho I had cancelled it by phone 2/28 and have ticket # to prove it). Consider yourself warned!

Reviewers Comments:

I have 2 VOIP lines. Optimum Online only offers 1 line per cable modem. I have 3 phone lines, 1 Verizon copper, 1 Optimum, now added a Sunrocket VOIP line. In general I like Sunrocket, it offers a really good price ($199 per year if you pay in advance), and the feature set is good. Setup was easy and quick. I got the modem in a few days after order, but it took 15 days before I could get incoming calls. Transfer of my old number took another 10 days. My main issue is hardware. The "Gizmo" which is their VOIP adaptor isn't good with multiple phones or lots of wire. The Cablevision DOCSIS modem is much more tolerant of long wires and multiple phones. If you have a larg house with multiple jacks, avoid Sunrocket for the time being unless you are OK with switching all your phones to wireless phones. It's the perfect service for a teen phone, although these days that's usually a cell phone. I'm still working on the wiring issues, but will probably have to switch most of my phones to wireless to get full coverage (4 or 5 phones total).

Reviewers Comments:

I have had this service for a few months now. Since I hooked it up, the first gizmo blew up and started smoking. they sent me a new one. All local calls have an echo. I get dropped calls alot. Alot of times while I am on the phone it will just stop working and go to fast busy. This has happened four times while on hold with their really bad tech support. When I make calls and dial a number, I hear silence but it makes the call and the other party does not hear me nor me them. I call them right back and sometimes it will work. This also happens on incoming calls. I am 100% sure it is not my internet connection as I am 1mbit up and 7 mbit down. I have checked the connection many times when I have issues. Oh and get this, in thier gizmo there is a dynamic setting to force the gizmo to use all bandwidth. this was default at 128kbit upload, but with the first tech they changed this to leave me with about 10kbit to use in my network and gave the rest to the gizmo. So while I am talking to a client and either looking at the web or remotely into another PC my internet comes to a halt when I pick up the phone. They never told me they made this change and of course it didn't fix a thing but sure took out my internet. I since figured this out myself and changed it back. I am overly frustrated with the service. I called to report my issues over a month and a half ago. no one calls me back, when I call them I sit on hold to just get a run around from their India outsourced tech support. They are useless. I am frustrated and regret moving to Sunrocket VOIP. I am currently looking to port to another service as I get the worst service from this company than I have ever seen. Sunrocket is a joke and trust me you think it is cheap, you get what you pay for in this instance... BTW I have now been on hold for 45 minutes and still haven't talked to anyone to cancel my service.

Reviewers Comments:

Love the price, unforgiving customer service program" Pros: Features, price, savings in taxes and fees on regular phone line, promotion of long distance credit or free phones. Cons: Beware customer service program, minor echo on line, no online customer service, except by email and dead air when dialing out occasionally, hang up and try again, then works okay. Activated service 26 Jan 06. Received Gizmo on 1 Feb, took 6 times to get gizmo working properly, trial and error, better than trying to contact customer service for this. Requested home phone number to be ported over on 2 Feb 06. Contract states 30 business days to complete the porting process. Customer service is always pleasant, but system needs major upgrade. Ported phone number was shut off 21 Feb 06 with original phone company, but didn't work when others tried calling me. Called Sunrocket Customer Service, they called from their end, seems to work fine, they stated. I played recording from my cell phone when I called my own house number (number not in service). Sunrocket customer service reply; forwarded work request to porting department. Received email response 2 days later. We have 30 business days to complete the process, your 30 business days is 14 Mar 06. Waited 2 weeks since 21 February 06, to have process complete, no working ported number. Contacted original phone company, had home number reactivated luckily, since Sunrocket never sent final ported completion order to the phone company. Placed numerous calls to Sunrocket Customer Service, only escalates problem to next level by email, and would never transfer you to a live person in either the engineering or porting department. If they would due this, I think this would make a great company, especially with 911 service, it works!!!. Plus excellent features for the price. No cancellation or extra charges if you make long calls or numerous back to back calls to family and friends. One company, if it appears as a business use, updates and changes your account to business use without notifying and back charges you even if you are not using it as business. I will update customer service portion and rating, once I resolve the above issue. Again 16 Mar 06, my home ported number was not working with old phone company or Sunrocket, it is 2 days past 30 business days. Customer service again only escalated 2 work orders by email. I did find a media contact for Sunrocket on one of their pages. I called him for assistance approximately 2 weeks ago (promised email response from him but never happened) he has been kind. He did remember I called, when I called again 16 Mar 06. He did say he would try to research and fix the problem. When calling out and getting dead air, the other partie hears you but you can't hear them. I hang up and try again and all works well. I get an occasional echo on some phone calls but minor inconvenience for the price with all the features. Customer service setup so you can't talk with anyone above entry level personnel. I am beginning to think I got what I paid for.

Reviewers Comments:

I wish I came in here and read the comments and do more investigation before I switched to SunRocket. The quality keeps deteorating by the day, calls gets dropped all the time, and now it has got to a point where I have to dial two or three times just to get a call through. Their customer service SUCKS. Within the first month I managed to get through to them twice. The first time, even this customer service call got dropped. The second time, the person was clues less and gave generic answers. Emailed them so many times and they say they open "ticket numbers", which is their term for "we gotcha". Nothing.. I mean... Nothing has been done so far to rectify these problems. If you are considering signing up... DON'T DO IT. Try calling their customer service and pretend that you are an existing customer, you will be put on hold for over ever.

Reviewers Comments:

If you want to spend your money for nothing use this service, otherwise go to another provider. I have a plan that includes 200 free minutes to local and international Sunspot destinations. They are charging me for every single call, just for the first call in the billing cycle, they don't wait for the 200 minutes. I sent them almost 10 emails, they replied me with different various wrong explanations, I also sent them the gif image of my bill, I suppose they don't read the emails but just do a copy/paste of standard replies. Now I am on the phone, I am waiting to speak with someone to cancel the service, they allow you to sign online but to cancel you have to call, is 1 hour that I am waiting to speak with someone. Of course, after cancelling I will also dispute the charge on my credit card.