Reviewers Comments:

My "gizmo" and free phones arrived in just a few days. There was a problem (which I fully expected) with connecting and I called support. The wait time was brief. My experience with Level 1 people here is that they know nothing except how to connect the equipment and do a "power cycle." The people I've spoken with at the next level up have been quite good, however. My connection problem was due to the wrong modem MAC number on their end; after they changed it, my VOIP light finally came on. No problems after that for a few days, then the line dropped -- perhaps due to my cable operator dropping its signal momentarily? -- and after some trial-and-error and a power cycle, all has been well for about 10 days. Unlike most other posters here, I've been unable to get the system to work with the gizmo behind my router. So my setup is modem > gizmo > router. I believe this is slowing down my PC a tiny bit -- e.g., game demo downloads seem to be about 10% slower -- but I don't really care. For $17 a month (unlimited calling) and the fun of telling Verizon to shove it -- what a great deal!

Reviewers Comments:

SunRocket's VOIP service was actually good for me. Clear sound, no echoing... But, their tech support SUCKS big time. First of all nobody speaks English. It's English - Indian - Philippino HEAVY accent. They don't understand me and I don't understand them. On my different questions I was getting the same answer (probably read from the script). When I subscribed their representative for some reason put down my name incorrectly. It was showing on caller id when I call someone. So, I've called tech support and asked if they can correct my caller id (it required just 5 keystrokes). Since then I continue to call every day to see what is happening with my ticket, but every time I've got the same exact answer: "We sent it to our Provisioning Department. They will send you an email." After two weeks it was still not corrected and I've realized why... their Provisioning Department is not on this planet!!! It is, probably, on Mars somewhere. That's why it takes such a long time. It might never be done because of the electrical storms on Mars. Anyway, I cancelled the service. That was a hard decision for me, I really liked the service, but I couldn't listen anymore to my friends laughing when they see my misspelled name on their caller id. SR's tech support treats their clients like dirt. Seems that nobody cares. Once you are in, you are on your own. No help whatsoever. Shameful, but true. The only guy who tried to be helpful was the guy in cancellation department. He wanted to put priority on my ticket, but I refused. I was not in the mood to play their game for another week. I guess the owners of SR have to learn a thing or two about running the business. I will NEVER recommend SR to anyone.

Reviewers Comments:

I really haven't had any problems with my SunRocket service other than the fact that old gizmo went dead. I think the call quality is great, and for the most part the service is pretty reliable. I have had to power cycle the unit a few times since I have had the service (October) but otherwise I've never picked up the line and found dead air. Customer service is decent, but I really haven't called them enough to really tell since my service is fine. All the features they offer and the price is great! It's clearly the best value on the market. I have had way more trouble with my Vonage service of 1+ year than SunRocket. I highly recommend this service!

Reviewers Comments:

I ordered SunRocket several months ago but started with the $9 plan. I wanted to test everything out before I went with the annual. The main reason why I went with SunRocket is because they offered service in my area code... Vonage did not. My home network is a little more advanced than most. I have a PC running Bering Linux Firewall. I have QoS setup to support the Gizmo on my DMZ. I haven't had any issues with dropped calls. That's something I've tested extensively. I work from home most of the week so I needed to know if the phone would work while my internet connection is under a heavy load. After tweaking my QoS settings, the answer is yes. I was able to make and receive calls while maxing out my internet connections with uploads and downloads. That's with Linux managing my bandwidth. At no point in my testing did I ever let the Gizmo manage my traffic. I have experienced the popping that others have complained about. I always thought that was my cordless phone that I was using. Didn't realize it was SunRocket related. It hasn't occurred very often though. My big complaint, and I'm not alone, is customer service. Their web interface could be better as well. Upgrading from $9 to the annual plan was a pain. That should be something I can do on the web instead of having to call them. I also started with a phone number out of my area. When I upgraded to the annual plan, I wanted to get a local number added since it was free. That freaked them out. They must have asked me 20 times why I had a Detroit number even though I was based in the St. Louis area. I explained to them that I provide support for folks in Detroit and wanted them to be able to make a local call to contact me. I eventually got all that straightened out. Now I'm trying to get my voicemail enabled. A feature that should have been enabled when I upgraded. It's still telling me I have to pay $3 even though I upgraded to the annual plan. All in all, I'm getting what I pay for. $199 a year is worth the crappy customer service. I make international calls too so the $3 credit is a nice bonus. I don't think the service is for everybody but would recommend it to those that know how to setup their own QoS and are looking for a cheap second line. Would not recommend this to anybody looking to replace their land line.

Reviewers Comments:

I signed up for the $199 for 2 years deal. I received the gizmo within a week, and placed it after my router. I could not get it to work before my router. Call quality has been great. Clear and reliable. I have had to power cycle the gizmo a few times when it bumped me off the net, but other than that I have had no problems. I placed a call to 911 to see if my name and address came up, and it did. I have also dealt with customer service a few times, and they have been helpful and polite. At a little over $8 a month, this is hard to beat. Voice quality is the same as my land line, and I have way more features. The free Uniden phones are absolutely great.

Reviewers Comments:

The internet went down and so did the gizmo now the internet is back up and its been 4 days and I can not get a customer rep from SR on the phone. The number that is listed in the instruction book is disconnected and the 1-800# says call back later after the first ring. this seems really strange. does anyone know how to reset the gizmo? Help!!!!

Reviewers Comments:

After using Net2Phone for over a year I started having problems with missed calls, increased dropped calls, increased fees, etc. I decided it was time to try one of the other services. Since I am currently paying $40 a month for 1 full service and 1 minimum service line from Net2Phone Sunrocket for $199 looked interesting. The good is that the adapter came quickly and incoming calls worked the same day. The free cordless phone was missing, but came a week later. Call quality is good most of the time with the occasional popping/clicking which only I can hear. This can be very annoying when you are trying to talk to someone. I have not had any billing issues and only had to reset my adapter once. I have not ported any numbers yet either. The bad is that I require CallerID blocking and it does not work. I have tested it by calling my cell phone. I have enabled/disabled it on on their web site repeatedly and even *67 still reveals the #. I have called Sunrocket twice about the issue in the last week and it is still not resolved. I get the response that a "Level 2" technician is working on it when I call. Of note the one time I had to reset the "Gizmo" was the day after the first call. Maybe they were trying to fix it and failed. Customer service seems to be aware of the clicking sound issue, and that is also being "worked on" and someone will get back to me. We shall see. I have a basic service POTS line, cell, and two other VOIP phone lines, so I can take my time to work through these issues. But I can say that customer service is lacking. If they gave me a definitive time frame and had someone call me back then I would have been happy. Instead I got the if nobody responds in 24-48 hours call again and here is your ticket number. This is a simple issue and some type of determination as to the cause of the problem should have been found by now. If it is software on their end it should be fixed. If the "Gizmo" is bad they should replace it. On the clicking issue, I have excluded the phone/wiring as the cause of my problem as both of my main phones are high quality two line GE Business phones and neither have ever given me the clicking/popping sound with any of the other currently connected phone services. The same wiring was used to connect to the gizmo that was previously connected to the other VOIP service. So far I am still happy with the service based on the price, but I will continue to push them to resolve my issues and definatly feel they could use some improvement in the customer service area. Of note, I installed the Gizmo behind my router the same as my other VOIP box. I will probably be replacing this soon with a QOS router as I plan to continue to use VOIP and a number of new home routers with this feature have just been released.

Reviewers Comments:

I should have known this was too good to be true. I got the Unlimited plan for $199 a year... (pre- paid). The only problem that I have (and it's a major one) is with the reliability. Every call that I am on goes dead after about 10-15 minutes. The other person cannot hear me, but I can still hear them. This usually happens when the other party has been talking for a while without me saying anything. Then I cannot even hang up and call back b/c I cannot get a dial tone. I have to unplug my cable modem and Gizmo to reset them. I lose my internet connection also. I know for 100% that it is not my internet line or cable modem b/c I have a brand new modem with the highest upstream and downstream speeds, and I just replaced my Gateway computer with a Dell. So, I am basically paying $199 for voicemail service b/c when that happens incoming calls go straight into voicemail. After reading the other reviews I'd rather just let my year run out than try to deal with customer service and get a refund, yada, yada, yada. I also like the free phones that I received upon signing up so I might as well just keep those. So, I paid $199 for some phones and voice mail. I choose to use my cell phone when I make a call b/c that doesn't let me down. I DO NOT RECOMMEND SUNROCKET, or LINGO but Lingo's customer service was awesome!

Reviewers Comments:

AVOID AT ALL COST!!!!!! They have the worst customer service in the world. Took a month to get my number transferred from Bellsouth, and I am still waiting. Every time you call and ask a question, you get a different answer. I had a manager actually tell me he was going to extend my trail period. When I called them back that afternoon, CS said there was no record of my call. I was given the run around for over 2 weeks. All of their CS people appear to be reading out of a book or making things up as they go along. Phone also disconnects, and has static.

Reviewers Comments:

I've never received such bad and even offensive customer service from any company I've been with. Granted I don't have to call in for assistance monthly - more like every 3-6 months (in fact, if possible I get cust svc from Comcast (my cable) which seems to be aware of SunRocket and issues with the company, and can on occassion give direction on SR issues as well). All the features in the world at a low cost aren't worth having to be talked at and having my time so disregarded as with SunRocket. At this time I have no phone service at all (am paying SunRocket for it though). The line is dead. I have called in and been "put in my place" by yesterday's rep repeatedly cutting me off and talking over me and telling me what I would/wouldn't do "you will", "I will speak and you will tell me what I ask" etc - I was so offended I was shaking and when I asked for a mgr, the rep just continued to tell me what I would do if he was going to help me on the phone. I've emailed complaints to their service about this and not had any email response back. I called back (again paying on a cell phone I have for emergencies only) and complained to a manager who after thirty minutes of not seeming to be able to find anything in the system - repeatedly asking me to hold on while he tried looking somewhere else etc, that he couldn't do anything over the phone, would have to place a ticket and tech would call me back. I DONT HAVE A WORKING LINE. He insisted he couldn't txfr me and that I'd have to give him my cell # (never on during the day as I'm speaking in classrooms - he kept telling me I needed to give it to him because that's how they'd have to call me) In the end, without a cell #, he still said could do nothing but place a ticket/couldn't give me any time frame for contact back/contact would be my email since I have no other phone service to offer them to call me on. SunRocket was supposed to be my main service. When I had Qwest, I didn't also have Comcast VOIP or some other company just in case Qwest couldn't deliver. I pick my companies and contracts based on available services/features, cost and, most importantly, level of customer service. All the features in the world don't fix the headache and offense for this customer service. Please, anyone considering signing up for new service with a new company, consider this before you select SunRocket. The service since, last year when I signed the contract with them and spent days and hours ea day getting very similar responses and svc on the phone, has not improved. In fact, after this last call in, it has become even more derelict. My impression is, to SunRocket, the customer is simply an obstacle to collecting revenue. Do as little as possible and shut the customer up and get them off the phone. Even when I called back (several times) I got reps I could hear talking and typing in the background for up to 2 minutes before anyone bothered to even intro themselves and start the call (with me on this end repeating "hello" "hello" "is someone there" "hello". I would not recommend them for anything and cannot wait for my contract to end so that I can move my service for good.

Reviewers Comments:

Uplink voice broken up. Not usable at all. The customer service sucks. After 6 emails and 5 phone calls, I still haven't got my refund which was promised by them. Try SunRocket only if you want to waste your time and money!

Reviewers Comments:

Took about a month to get it up and running. had problems with setting up the gizmo. it is after router now and seems ok but Id like to try in between modem and router but cannot seem to get it to work that way. tech. help is no good here unless you get "Chuck" a level 2 tech. based in Virginia. The other up in Canada or over in manila are nice but no help. I like the VM and everything else works including my original phone #. I also got all my jacks working in my house with no problem at all after _hit canning Verizon. My wife calls the Philippines often so we'll see how those calls pan out. I know the .17-.23 min. a call to Cell in Philippines is about the norm we'd pay using a prepaid calling card. Will just have to see how the quality holds up

Reviewers Comments:

From the very beginning, SR line connection (running thru COMCAST cable as my ISP, Washington DC/Maryland area) has been full of problems. Gizmo disconnects frequently, phone calls cut-off about 10-15 mins into the call, certain v-m systems don't recognize the key pressed on phone, echoing, etc. SR Customer Service had me keep a log for 1 month of the COMCAST line performance, and QOS was almost always below 60% but download & upload speeds were well above specs (6 Mb download in my ISP service). COMCAST extensively tested cable modem, line performance (packet testing), and their system log and found no problems. It appears that GIZMO has problems, and SR promised several times that "an engineer" would call me on that matter....no call ever came. Finally, after 6 weeks, I cancelled SR. I'm very disappointed because the offering was so attractive. I will wait for better tech, e.g. Telkonet offering ultra hi-speed "triple play" services via Broadband Over Powerlines (BPL). Current state of VOIP (SR, Vonage, etc.) technology is too buggy.