rizzo2dial
Premium
join:2004-08-05
1 edit | reply to SliderNC
Re: [SunRocket] SR Down-No outgoing calls
said by SliderNC  :I did read what he wrote and I was confused if in the first post they said they were making changes (no timeframe as to when) and then posted that they weren't doing them during the day. Hence my question as to what caused them, or did you not read that part of my post? Yeah, I saw that part of your post. The difficulty is with what Noodler actually posted. S/He stated that yesterday's outage "was not the result of 'during the day' changes to the platform."
That doesn't mean the outage wasn't a result of the ongoing upgrades. It very well may have been caused by those upgrades; however, those upgrades weren't performed 'during the day.' Thus, you need to parse Noodler's words to get at the real meaning.
I too would like noodler (or somebody at SR) to clarify the cause of yesterday's outage and follow-up with how SR will prevent future occurrances.
Rizzo |
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stu
join:2000-11-03
Patchogue, NY | reply to mph300
Is the system working yet?
Every time the voice light is lit I try to call out and it does not work most times. This is also true on incoming calls.
Stu |
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koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs:
 ·Shoreham Telephone
 ·ViaTalk
 ·surpasshosting
| Stu, my lines have been pretty much working all day Tuesday. I don't see a lot of other reports of outages, so maybe you have an individual issue.
As for the rest of us, has anyone received an explanation, apology, and statement of what they are doing to prevent the outage again from SunRocket yet?
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Danieli Consulting LLC, Strategy and Brandinghttp://kdanieli.com |
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The God Icarus
@comcast.net
| reply to mph300
SunRocket is so much better than Packet8 it is not funny! Obviously they did not plan to have an outage it just happened and I fully expect it to happen in the future. What I would like however is the failover feature so that calls will be forwarded to my cell phone when the system is down or when I physically disconnect the gizmo so as to bring same with me while traveling. They also should implement simultaneous ringing. Both features would mitigate the problem of occasional outages. |
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swanboy
join:2001-01-22
Hollywood, FL
 ·Comcast
·magicjack.com
| reply to artisticcheese
said by artisticcheese :I'm ready to live through 5 hour outages for a couple of month as long as what is said about is true. Namely adding features people requested here. My personal interest in having second outgoing line using signature number and ability to call using home VOIP line from outside. If this is delivered then I'm ready to pay the price. Agree, new features I do look forward to. It's just I wish they would tell us whats going on, it would sure calm me down a lot. |
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koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs:
·Shoreham Telephone
·ViaTalk
·surpasshosting
| reply to mph300
Here is a verbatim transcript from my SunRocket Customer Service Chat session today with “Jeffrey.”
His lack of professionalism, particularly in light of SR's disastrous outages of yesterday and recent weeks, give me great concern about whether SunRocket is a reliable company.
Please wait for the next available representative. This could take up to one minute.
Thank you for contacting SunRocket.
Your representative today will be Jeffrey.
Jeffrey: How may I help you?
You: I really think that you owe your customers an explanation about what happened with an all-day outage on Monday. I also think that you should carefully explain what you are doing to make sure the outages do not continue. This is very serious and I am contemplating closing this account, as are many others.
You:
I just called your customer service and Adam said “they haven’t even told us what’s going on yet.” This is more than 24 hours after the issue began. You have to have a plan for crisis management that handles both the technical and communication sides of your business.
You are doing a very bad job with your service and you should expect to lose customers as a result.
Jeffrey: I personally dont care if we lose customer, less work for me.
You: Jeffrey - you're fired.
Jeffrey: nope
Jeffrey: thats my personal opinion, it has nothing to do with my job.
Jeffrey: I was off yesterday so I have no idea what the details of this outage was, how long? who affected? etc. etc.
You: Can you get someone who is competent to chat with me please?
Jeffrey: why dont you call in and talk to somebody over the outage
Jeffrey: Ive already told you everthing I know about it, you won't get me on the phone.
Obviously, SR has some serious issues with not only its technology but with its customer service.
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Danieli Consulting LLC, Strategy and Brandinghttp://kdanieli.com |
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themack
Deo Volente
join:2002-07-06
Forest Hill, MD
| if this is true, " and I don't doubt it I guess",
it makes me much closer to cancelling... I am so fed up with my voice quality, and I get no response to questions for help from SR. I really don't know if it's my internet, ( I think it might be), but SR won't help me either way..
This type of CS makes me really want to quit to spite them,
they need me, not the other way around..
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Comcast cable - I don't have direcway anymore!!Sunrocket VOIP |
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deskjockey
join:2005-04-17
Charlotte, NC
| reply to deliberate
"Were we directed from Washington when to sow and when to reap, we should soon want bread." -- Thomas Jefferson
Thomas Jefferson, "I predict future happiness for Americans if they can prevent the government from wasting the labors of the people under the pretense of taking care of them." |
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sparkleclean
join:2005-06-02
Kansas City, MO
·PHONE POWER
| reply to koam
Re: [SunRocket] SR Down-No outgoing calls
Not a good way to win or keep customers with that attitude.
Why don't you send a copy of the Chat Session to builditbetter@sunrocket.com and see what response you get back.
I have had excellent results, when sending to that e-mail address. |
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nedved2000
join:2001-06-28
Spring Valley, NY | I also did the online chat support today and talked to Jeffrey. I agree he is very unprofessional. When i told him i had call quality issues while my computer was uploading anything, he just told me "don't upload while your on the phone then". |
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koam
Pink Pecker
Premium
join:2000-08-16
East Puddle
clubs:
·Shoreham Telephone
·ViaTalk
·surpasshosting
| reply to koam
My emailing that transcript to SunRocket management did get a quick response. Their head of customer service called me to apologize for Jeffery. He also apologized for Adam on the phone who said that the customer support people did not have any idea what happened. He said that the customer support reps were briefed on the issue this morning and that both Jeffrey and Adam were inaccurate in what they communicated to me.
He explained that they are working the issue and expect to have a thorough communictation to all members ASAP.
I reinforced to him that people are looking for a more thorough disaster plan that reverts calls to a forwarding number, has voicemail active, etc.
I was emphatic that they need to have some communication with members today that says that they are working the issue because the site today does not mention the issue.
He took a lot of time with me and overall it was a positive call. They are failing on both the techincal and customer support execution, but it seems that they are at least going to try to change things soon. I'm not apologizing for their recent performance, just relaying what happened on this phone call. He gave me his name and direct number to call if I have any future issues with SunRocket.
I don't think any of you will be chatting with the same Jeffery any time soon.
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Danieli Consulting LLC, Strategy and Brandinghttp://kdanieli.com |
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mph300
Two Thirds The Way There
join:2000-11-09
| said by koam :I don't think any of you will be chatting with the same Jeffery any time soon. I second that! I've chatted with what I would say is the same Jeffrey and not had satisfactory results either.
Bye Bye Jeffrey
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It's all about the G's |
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buckeyered
Premium
join:2005-05-07
Hamilton, OH
·VoicePulse
·QuantumVoice
| said by mph300 :said by koam :I don't think any of you will be chatting with the same Jeffery any time soon. I second that! I've chatted with what I would say is the same Jeffrey and not had satisfactory results either. Bye Bye Jeffrey I have spoken with him as well and not been very happy either.
How do you save a transcript of the chat? If I know how I will save all future chats with support. |
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mph300
Two Thirds The Way There
join:2000-11-09
| said by buckeyered :said by mph300 :said by koam :I don't think any of you will be chatting with the same Jeffery any time soon. I second that! I've chatted with what I would say is the same Jeffrey and not had satisfactory results either. Bye Bye Jeffrey I have spoken with him as well and not been very happy either. How do you save a transcript of the chat? If I know how I will save all future chats with support. I either copy/paste to a text file/word document. Recently, I have been taking a screen shot of the window using Screen Print Gold (»www.softwarelabs.com/tsl4/3-screenprint.htm) like this one from this morning.
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It's all about the G's |
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providing_commonsens
@Dial1.Dall
| reply to mph300
Ha! I'm pretty sure those pennies saved from cutting the wires are feeling pretty good by now.  :D:D:D
My POTS line is ROCK solid!
By the way, I'm having a blast reading all your posts! |
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Erikw23
join:2001-04-06
Bryn Mawr, PA
1 edit | reply to mph300
Funny, I just chatted in about another issue and got Jeffrey, not having seen the post here.
He was really bad, he can't speak English and all he told me to do is call over the phone. At least all the other online reps try to do something...
He's pretty bad, good job sending in that complaint. |
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Hairbag
@optonline.net
| reply to mph300
That's strange. The rep I spoke to today also called himself Jeffrey. He spoke perfect english. It it possible they're all called "Jeffrey"? I was calling to cancel my account and he was polite and friendly. Maybe I got to him early. To be honest, I can understand how the guy might be a little frazzled. After what happened yesterday, what kind of day do you think he was having today? It must have been "hell day" for those people. For anyone who's curious, the RMA# for returning my gizmo is over 11 thousand. Apparently I wasn't the only person who's decided to pull the plug. |
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BBRsurfer
|  I don think all companies use RMA #'s or codes the same way. In this case I imagine that the RMA code 11000 refers to a cancellation. When I cancelled 3 months ago I also received the same RMA code. Its probably used for storage or tracking. |
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phattieg
join:2001-04-29
Winter Park, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| reply to voiplover
THESE COMPANIES ARE NOT COMPETING WITH THE BELLS, that would be like saying cell phones are competing too, and we all know that statement if far from true (although many prefer cellphones over home phones). Try getting an unlimited international plan with SBC or Bell. Again, no competition. Stop flaming about it being some kind of "crappy BELL Replacement". I don't even have SunRocket, but have had outages with every provider (Vonage, Stanaphone, FWD, IAX, Broadvoice). I run Asterisk, so I can understand how an outage like this could occur. Basically, you have a VoIP provider, a privately owned company, running software on the internet. They minimize the amount of servers until customer base deems it a financial gain to make a redundancy. Don't get me wrong, they care about your uptime, but of course they have to make money first in order to pay for additional network rollouts. So the money is made, the new network is released, tested, and left as a redundant backup, until ONE DAY it's needed, and then a flaw is discovered, now it's fixed. VoIP is basically SOFTWARE PHONES. It's like digital cable, and digital cell phones, it can crash without provication, or it can be severed by a fiber cut. The point is, if you want reliability, and you "need it for your customers" then you should have thought of that when you decided to be cheap and run your business on VoIP. Next time, think of your customers, not your wallet. Otherwise, shut up, stop wining here, call them for credit. All this thread is about is the outage, so useful info like when it went out, what the device status is, maybe even a ping plot. |
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