 Review by galandy 
UPDATED: 1.9 years ago
member for 7.9 years, 2644 visits, last login: a few hours ago
 Great Neck,Nassau,NY
 $13 per month (18 month contract)
 "Good set of features, good price, acceptable phone quality"
 "Bad customer service, misleading advertising on 2nd line"
 "OK Service for the price, but there are many areas for improvement"
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(ratings match consensus)
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I have switched to ViaTalk since SunRocket's shutdown. I've been waiting some time to post a review as I wanted to let ViaTalk adapt to the influx of new ex-SunRocket customers.
When I signed up, I decided to port my SunRocket line: this went through without any issue, but I had to call customer service a few times to get the date when the port would be completed. The wait time for customer service was HORRIBLE, so I was basically forced to sign up to their paid "priority support" service which basically let me cut the queue in front of other customers waiting on the line (which I find as questionable business practice).
At the time I signed up, a free 2nd line feature was advertised on the site. I called the sales department for clarifications and I was told (mistakenly) that this offer is valid with a BYOD plan as well. So I decided to use SunRocket's unlocked device and avoid the ViaTalk equipment fees. After receiving the information required to configure my device, I noticed that the 2nd line credentials were missing. After reading some posts on the forums, I realized that this feature is not available to BYOD customers, even though my equipment perfectly supports it. Emails and calls to customer service were returned saying I got to buy the adapter from ViaTalk to use this feature and that this feature may be supported in the future. Last week, I inquired by email and I got a reply saying that the 2nd line will NEVER be supported on BYOD devices. That's really too bad, as it was one of the feature I really wanted to have.
Customer service, in general, seems slow and not as good as what I was used to with SunRocket. Emails do not always get replied promptly and they do not contain full answers to my questions.
Regarding the service itself: I am happy with the quality of phone calls, and with the feature set. Voicemail could be improved to make it easier to navigate. One problem that I have now that I didn't have with SunRocket is the inability to complete fax or modem calls. While I realize that this is not supported, I used to be able to fax using my previous provider; I also have some service that requires to connect via modem every once in a while. Since I switched to ViaTalk all such calls are failing. I will not bother contacting technical support as they will probably blame it on my device (like usual) or on my internet provider.
Other than these issues, the service itself for voice calls is fine and the basic features that I use are working very well. No echoes, no distortions or delays. A good value for the money, but not as good as SunRocket (but I guess that is why they went under).
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