I just switched this past month to Vonage. I had Sunrocket for over 2 years, however in February I started having a problem calling local numbers. It was mainly on local numbers, occasionally on an 800 or long distance call. At first it wasn't a big issue, but became one over time. Anyhow when I'd call my parents house, they'd say hello sometimes as many as 4-5 times before I'd hear them. Sometimes after awhile it got to the point where when I'd call, people would hang up, thinking they were being pranked. On my end it was still ringing. Sunrockets tech support was useless. Nobody knew the system, what they could do to fix it, what they couldn't do etc. This was the tier 2 support! I had my gizmo replaced, I had to take speed tests all the time, they blamed everything but my neighbor for it. Then they started telling me it was a vender issue, the vender routing the call wasn't using the best route etc. They needed to put a trace on the line to find out who it goes to etc. This was a joke. I had one say a 48 hour trace was put on, keep track of the numbers that do it. Called back, no trace was put on, and I was called a liar basically because they can't do 48 hour traces, only 24 hours. I had several 24 hour traces put on, only to find out the wrong Sunrocket number (one is your main number one a virtual) was traced. I had one call me a liar again, saying 24 hour traces are prohibited, they can only run 10 traces at a time, and that they can trace it have me call then call them back. 10? 10!? Long story short, eventually they started blaming my bandwidth again. I informed them it's only local calls, I can hang up call long distance it's fine. Thats when they replied bandwidth is funny, it can do that and I needed to call Charter to get it fixed.
I got switched over to billing, to get a credit for my time. The guy informed me they can only give credits for the time I'd had the problem, he asked when the problem started. I said February, he said well unfortunately I can't give a credit for that period of time, the system won't let me. I can only give you a 2 month credit, even our supervisors can't give more than 2 months. This was acceptable to me, I'd only asked for 1 month. 1 month later I was billed $20.52 on my card. This wasn't even a full months service! I called, they were going through upgrades, kept saying call tomorrow, call tomorrow. Finally it was done, I got through to someone who informed me I DID get my 2 months, and when I said I didn't rudely snapped SIR YOU'RE NOT LISTENING TO ME. So I let her finish. I then said when I pay I'm paying for the upcoming month, we pre-pay correct? She said yes. I said I was charged April 11th, then May 11th I was given a 2 month credit. June 11th I was charged $20.52. That's NOT 2 months, that's only one. I had to explain this to her 3 or 4 times because she knew what was right. Then she told me I was not being truthfull with her, that there's no way they can give 2 months credit, only one. Not even supervisors can give 2 month credits. Wait? I see a trend here, everyone uses the same lingo, but puts their own numbers in. I informed her the guys name, the date and time it was entered and even gave her his sunrocket ID. She then replied OH, I see what he did. He gave you 2 months credit, but gave you credit for the annual plan, you're on the monthly plan. She could only give me a credit on the following month. I switched. This was only part of the issues I had the last 2 months or so. Call quality was good, but I can't deal with incompetent people. Hell I get better from the overseas support!