 | mimieux (0)
03/29/2006 |  Customer Service sucks. When I call to complain about dropped calls, busy signal when trying to make outbound calls, no incoming calls, they had me spend the afternoon doing broadband test. i was then to call back with five test results. which i did. the customer service rep told me she would forward the information to tech support and they would work on the problem.
tech support sent me the following email:
(mind you, i had no phone still)
"The first step in resolving quality problems is to document the problem. Please record the following:
Who originated the call? You or the other person?
What phone numbers were involved?
What symptoms were noticed during the call? (echo, breakup, static, drop)
Who heard the problems? (You, the other party, or both)
QOS problems
- Static - 1, 2, 3, 4
- Echo - 1, 2, 3
- Dropped calls - 4
- Asynchronous voice - 4
- Voice light going on and off intermittently - 3, 4
- Breakup in your outgoing voice - 6 (see the end of this document)
1. The first step in diagnosing quality problems is to have the customer try a "corded phone." This helps us determine if the problem is related to the Uniden phones or the SunRocket service.
2. If the Uniden phones have been determined to be the cause of QOS issues, then recommend to the customer to isolate all electronic devices in the immediate vicinity and distance them as much as possible(at least 12 inches).
3. If QOS problems still arise, even with a corded phone: there may still be a problem of interference. The gizmo can receive interference from routers, modem, computers and monitors. In conjunction, all of these devices can interfere with one another. Some times the customer can actually hear a great improvement when moving devices apart (modem and router for instance) Go to step 4.
4. It has been found that having the gizmo behind a router (the B configuration) can lead to problems. One particular problem is that the gizmo loses voice light intermittently. Another problem would be calls dropping, no incoming calls, and/or the other party being unable to hear the customer. Go to step 5.
5. If isolating devices does not resolve QOS/voice light issues, then we need to run connectivity testing. See below:
To test your connection, please visit the following site:
http://myspeed.visualware.com/voip
1. Register (input email address)
2. Go to email, retrieve pin.
3. Input Pin when the website asks for it.
4. Click the grey "Click to Start MySpeed" button.
5. After 30 seconds, it shows your upload and download speeds and how they rate to other providers.
6. Look at the Chart on the right...
7. Q.O.S. stands for quality of Service. (If it is less than 60%, could be bad news.)
8. RTT stands for Round Trip Time (essentially a "ping" test, higher than 100 ms could be bad news.)
9. MaxPause shows how long there was an absence of data being sent. This is where you would be on the phone going, "Hello? Are you there?..." until it came back in. (it is measured in milliseconds, so if my math is right, if you have 1000 ms that would equal 1 full second where you would not hear anything.)
Please register and run the test at least 5 times (noting the difference in results during peak hours of the day [5pm-8pm])."
I understand that the quality of calls depends on the quality of the rboadband connection. However, I had vonage for 15 months without a single problem. I was seduced by sunrocket's cheap service. I learned you get what you pay for.
I went back to vonage. I suggest you sign up with vonage as well.
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| hardbop (0)
12/01/2005 | Terrible nothing but broken promises from custmer service from phillpines. Worst custmer service I ever dealt with since I been dealing with computers in 7 years. Will say anything to get you off phone totally lie to you. And when you catch them in it, they apogize and lie again to you. Worse then talikg to someone in India from Dells big plunder in order to save money. When I joined sun rocket I had problems with service with sound and even working properly. Did connection tests for 3 days was hitting mid 80s. Didn't have phone use for sometimes 6 hours at a time. Never solved. I was told that they had new investers and quality would imporve. What a joke. Next time a called was was talking to a girl in the Plillpines who don't have a clue whats going on. Never ever got to talk to tech support again have to go through custmer service in Pllipines. Called numbers in usa no one answer phones all recordings leave message on deaf ears. I signed up for year quit after a month still have recieved money back. Trying to cheat me on that. My Adive stay clear of this outfit it might be cheap, but that is what you get. Poor service with has to be the worse custmer service in the business. My experiance was a true nightmare and it isn't over yet. I went to packet 8 good quality and support. Couple dollars more. But worth it it works well with good support
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