trying to subscribe this A.M. from Sun Rocket

[novarod]

No change from yesterday afternoon:

Order Placed 2007-07-17 09:08:03
Invoice Billed 2007-07-19 14:52:26
Number Aquired 2007-07-19 14:52:52
Order Not Shipped

But it does look like things are moving.

Rod (patience virtuous)

[ricky151]

I finally received my SR email today. :eek:
I'm still making & receiving calls. :D
I wonder how long it will last. :eek:
Still waiting on Via Talk. 2007-07-18 22:46:26 :confused:
I guess it's gonna be a while. :(

[wallawalla]

I have been a loyal Sun Rocket customer since 2005. My Gizmo started blinking a red RUN light yesterday and service was really bad Mon. & Tues. and dead yesterday!

I called ViaTalk sign up as a Sun Rocket Refuge but was caller # 146 do I signed up on line. I paid for the express shipping (for a new Gizmo?) and did not see the option for any Sun Rocket Refuge as I have heard about.

I am with out any telephone service and I hope ViaTalk is not being overwhelmed and can process my order.

[Heat305]

I have been a loyal Sun Rocket customer since 2005. My Gizmo started blinking a red RUN light yesterday and service was really bad Mon. & Tues. and dead yesterday!

I called ViaTalk sign up as a Sun Rocket Refuge but was caller # 146 do I signed up on line. I paid for the express shipping (for a new Gizmo?) and did not see the option for any Sun Rocket Refuge as I have heard about.

I am with out any telephone service and I hope ViaTalk is not being overwhelmed and can process my order.

Unfortunately VT is being slammed with orders as we speak. I am sure they are all coming from SR. Once they get all these orders over with things will be back to normal. Wait times are never high when calling in. I tend to call in the evening time or early morning and you get right through. You can visit this forum at the link below. Many SR customers are posting since yesterday. http://forums.hostrocket.com/showthread.php?p=110187#post110187

[hrtanya]

If you have questions about making the switch from SunRocket please see the following link for more information: http://viatalk.com/switch

[Heat305]

If you have questions about making the switch from SunRocket please see the following link for more information: http://viatalk.com/switch

I called VT support line and got a recording saying it was unavailable. Is it down completely? :eek:

[hrtanya]

I called VT support line and got a recording saying it was unavailable. Is it down completely? :eek:

Our phone support is active at this time.

[Heat305]

Our phone support is active at this time.

hrtanya why don't you guys change the recording to address the log wait times due to SR closing down? The call queue is up to 100 last time I checked which was about 10 minutes ago. This would help others with being patient with the hold times. Just my two cents. What you think? :cool:

[hetzmic]

Hi,

Another SR orphan looking to sign up.....

The Info - called into the VT customer sales/support phone twice and waited down from 140+ to about 13, then the line went dead (both times). You (VT) may want to get in your own queue and check that out. Super frustrating... I certainly understand you're getting slammed today, but that is really a turn off....

The Question - I live 5 miles from your corporate office :D.... Can I expedite anything by actually picking the device up? Not so much concerned with saving the $$ as getting it as quickly as possible.

TIA

[tadowguy]

I signed up on Friday, but then I had to verify my account. I called this morning and was caller 36 in line. Including the time to talk to the CS rep, the support call was 36 mins, so it was pretty quick to move up.

[pcomfort]

I think the thing we're all concerned with is how fast is ViaTalk going to get the adapters to us and numbers ported. While my SunRocket phone can still dial out, it does not receive calls or forward calls to my cell phone. If even a quarter of SunRocket subscribers come here that could double the number of subscribers here. I don't care how well run a company is, that kind of pressure has got to be extremely tough.

I signed up today with expedited shipping and overnight delivery. There has been no movement at all on the order status page which is concerning as are the stories here about the queue on call-in lines. Is the "ordered before 3, shipped the same day" expedited shipping that I paid for going to happen, or do I get a refund of that amount if it isn't honored?

[bazant]

I, too, ordered expedited and I don't see any movement on the order status page either.
Also, I didn't see the shipping coupon code last night as I was scrambling to do my due diligence in finding a suitable successor to good 'ol SR... I submitted a ticket to support asking if I could have the free shipping amount ($9.95) credited and they replied: No, it's automated and can't be applied manually... hm... kinda have a hard time believing that one!

[Sparkie]

I just hope they can port my number as soon as possible. I'm worried Sunrocket will release the numbers so we may lose them. I've also paid the additional fees for shipping and expediting. So many on other forums and DIGG think we independent VOIP company members are wasting our money moving to yet another problem. I prefer to support and promote independents but they may be right. Time will tell!

[pcomfort]

Sparkie,

I was with Sunrocket for a year and a half on their $199 plan. $398 for 18 months runs about $22 a month, which is still cheaper than cable/vonage/land line. I'm going to continue to take the risk.

[tadowguy]

I signed up on the 13th and no progress so far either. I've paid for expedited processing as well. If I dont see any progress by tomorrow, I'm cancelling.

[rschult]

Tuesday 7/17 4:00 PM Still have SR service, good out, fair in. Ordered VT this AM with one month reduced capacity to make sure it works. Probably won't get my number ported in that time. Plan on going $199 as soon as it checks out and am hoping they will honor the 6 months remaining on mySR account.

[schipperke]

I also paid all the extra fees, and overnight shipping at 2pm Eastern today. My order status has not changed either. They may have already run out of ATA's or something. Just hope they can get the order sent this week for sure. I'd go with Voice Wing, but Verizon's customer service is terrible.
I have FIOS, and they never honered the promo fee's promised, and after four hours on the phone, I'll chalk that up as a lost cause. The FIOS up time has been excellent, but the billing service is criminal

[freqz]

Ordered Yesterday, Paid for EXpress Everything and the order status has not changed at all. Wondering if it's just wasted money having next day delivery and express ordering blah blah. :mad:

[pcomfort]

I called and waited 39 minutes to find out this information so no one else has to: Even with expedited processing and next day shipping I should expect 5-7 business days before I see my device. Hopefully this information will help in your decision process.

[freqz]

I'm caller #6 right now, I was told last night when I called that with Expedited processing and shipping that I would have my equipment and be up and running on Thursday...

[Heat305]

Some folks that came from SR are already up and running. Emails are being sent out with their credentials to provision their ATAs/Gizmos. It is working. Give them a chance guys. The link is below taking you to the SR forums.

http://www.sunrocketforum.com/viewtopic.php?t=2349

When I ordered mine it took 4 business days without the expedited service. Goodluck to all ex-SR customers making the move to VT. If we in the community can assist anyone with issues that may arise let us know and we are willing to help out.:)

[pcomfort]

Freqz, I'm curious to know what they tell you. I ordered mine around noon eastern today, so it may be that I just acted too late.

[tadowguy]

If we in the community can assist anyone with issues that may arise let us know and we are willing to help out.:)

Order some pizzas and coffee for the VT HQ?

[freqz]

Well, They told me that I need to speak to someone in Billing. Then I wwas back to 74 in the que. 60 minutes later ( Thank god for speak phone on the Cell ) they told me due to the extremely high volume of signups, etc ,etc etc, Things have been taking a little longer. BUT, They told me that I should be processed Tomorrow, and that they process everything all at once. ( Equipment, setup, emails to you, and shipping) so with that they said I will have my equipment Thursday. :D
Only time will tell..

[Odd Thomas]

I signed up with ViaTalk early this afternoon (hopefully my number can be ported over) with their 6 mo. contract buyout promo. I haven't received a confirmation email yet, but I'm hoping this is because their order system is backed up.

Based on my VoIP woes, I ordered magic jack (http://www.magicjack.com) as a back up phone service . . .

[bisonintexas]

I signed up on Tuesday evening, just before the midnight deadline. Ordered expedited service, but the status of my order has not changed at all from "Order Placed". I did order the hardware from ViaTalk, but have since unlocked my gizmo from SunRocket. I have not received a confirmation email (I assume this is the "Invoice Billed" step in the process). Is the process faster if you use BYOD?

I am not encouraged that I paid extra for expedited service and am not seeing it. It would be helpful to see the order details for my account that were received on the website when it was placed (maybe the expedited option was dropped?), but since I haven't received the login account information, I can't access it. Frustrating.

Craig

[schipperke]

I paid expidited fee and overnight shipping too. I'd be happy if they just take that fee (didn't it total about $40?) and add some time on the plan. The web site read orders before 3pm , shipped that day. I can understand they are bailing out a sunken ship (SunRocket) , but to those who paid the extra fees, throw us bone. In any case, lets not squeeze this company out of business, they got to be profitable....

[Odd Thomas]

Just out of curiosity, did you receove an order acknowledgement email immediately or shortly after you placed your order? I've not received anything and it's been about 20 hrs since I placed my order.

[RaidV92c]

I signed up for VT on Monday night. I followed these procedures.
1. Signed up on line
2. Printed and filled out the LOA
3. Printed out my Sunrocket billing stuff.
4. Faxed the LOA AND the Sunrocket stuff to VT.

I then got the following email. What have I done wrong. It seems they cannot continue until I fill in the temp VT phone number. I can't fill in the temp number until the continue. Have they just stopped processing everything on my order or are they doing something and will send me the adapter with phone number and THEN I fill in the LOA and fax to them? :confused: :confused: :confused:

We have received your porting documentation. However, we will be unable to process your request as the Letter of Authorization does not have all the required information. After your account has been fully processed, please enter your assigned temporary ViaTalk phone number on the Letter of Authorization.

Please resubmit your porting documentation, and we will submit your request. Thank you for your attention in this matter. Have a great day!


ViaTalk Number Porting Dept.

[dmohilo]

I signed up online on the 16th and immediately received a confirmation email. It was 2 for 1 when I was reading up about VT at work, by the time I got home it was 3 months free, and when I finished signup it was a buyout deal. I still had 6 months left on SR that I will accept as a loss. As far as I’m concerned, the 18 months that I was with them, I still saved a ton of money over having POTS with no features. Whether or not I get the free months or the buyout is not a real big deal. I’m still saving a ton of cash.

I’m sure that the wait time will be a little longer than normal due to SR customers jumping ship early and that VT is doing everything possible to keep up. Just wait until the rest find out; it’s going to be chaos. As long as my phone doesn’t go “Woo Hoo” when it rings, I can wait for as long as it takes.

[tgraf]

I signed up for VT on Monday night. I followed these procedures.
1. Signed up on line
2. Printed and filled out the LOA
3. Printed out my Sunrocket billing stuff.
4. Faxed the LOA AND the Sunrocket stuff to VT.

I then got the following email.

We have received your porting documentation. However, we will be unable to process your request as the Letter of Authorization does not have all the required information. After your account has been fully processed, please enter your assigned temporary ViaTalk phone number on the Letter of Authorization.

Please resubmit your porting documentation, and we will submit your request. Thank you for your attention in this matter. Have a great day!


ViaTalk Number Porting Dept.

Wait till your account is "fully processed" before submitting the request. Until you are "fully processed" you are not a ViaTalk customer yet, and thus not in their system. Once you have the Temp-number you are in their system.

Everyone please continue to be patient. The more of us SR refugees that call about such things as the buyout plan (which you can wait to take care of after the dust settles) the less time the VT staff will have to handle the HUGE number of new customers.

Best of luck to all you SR refugees (my brothers in phonelessness).

[RaidV92c]

Got it. So I jumped the gun in sending in my "stuff"...?

[jbraden]

Just out of curiosity, did you receive an order acknowledgement email immediately or shortly after you placed your order? I've not received anything and it's been about 20 hrs since I placed my order.

I received an order confirmation shortly after I placed my order (Monday evening). It didn't show up in my inbox though... GMail thought it was spam. The subject of the email was "Signup Email" and the sender was "support@viatalk.com" Look in your spam folder.

My order status still shows "Order Placed, Invoice Not Billed, Number Not Acquired, Order Not Shipped", even though I ordered expedited processing. Is everyone experiencing this? Has anyone seen their order status updated?

UPDATE: It took a few days before things started happening, but I'm happy to report that once things started moving, they went quickly. I was away for the weekend, but the adapter was waiting for me this morning when I returned. I had phone service minutes after plugging it in. My SunRocket number is now forwarded to the ViaTalk temporary number, and hopefully porting will go smoothly and quickly.

[adam1991]

Got it. So I jumped the gun in sending in my "stuff"...?

Well, yes. Wasn't that obvious? Wasn't it obvious when you filled out the LOA that you were blatantly missing the information it asked for with respect to "what's your VT number?"

What did you EXPECT would happen, given that you were missing that information they asked for???

[tadowguy]

My order status still shows "Order Placed, Invoice Not Billed, Number Not Acquired, Order Not Shipped", even though I ordered expedited processing. Is everyone experiencing this? Has anyone seen their order status updated?

Yes, and I ordered on Friday. VT has about 4 more hours to get my supposedly EXPEDITED order going before I cancel.

[wallawalla]

Placed my order yesterday w/ porting of number, same day shipping, Express Delivery. Order status still shows: Invoice Not Billed, Number Not Acquired, Order not Shipped.

Tried calling many times lowest I got was 87 (high of 143) in line. Now the computer operator says to use online connection for the new orders.

Been without phone service since Monday/Tuesday.

Please cancel my uninvoiced, unshipped, unacquired number order. I have set up service with other and device will be here tomorrow.

Thank you anyway, I tried.

Here's to the VOIP's future.

[ddon]

Please cancel my uninvoiced, unshipped, unacquired number order. I have set up service with other and device will be here tomorrow.

If you can't stay on the phone long enough to cancel your order I suggest that you email your cancellation to support@viatalk.com

I'm doubting that burying your cancellation request in a forum post that's not about cancellations will get the job done.


VT must be getting slammed right now. SR's demise isn't their fault. I think a little bit of patience and understanding is in order.

[Odd Thomas]

Just got off a chat session with a Sales Associate. She informed me that they received my order, that it was processing, and that I needed to fill out an LOA form to port my number over from Sunrocket. The question I have is do we submit the LOA once we receive confirmation that our order has been processed and we are "in their system", or do we submit it immediately?

[ericvn]

One of the items on the form is your temporary ViaTalk phone number. Once you have that you should be good. In other words you can't submit the form early (ie. before you get the temporary number).

Still waiting on my order to process.

[bisonintexas]

Placed my order yesterday w/ porting of number, same day shipping, Express Delivery. Order status still shows: Invoice Not Billed, Number Not Acquired, Order not Shipped.

Tried calling many times lowest I got was 87 (high of 143) in line. Now the computer operator says to use online connection for the new orders.

Been without phone service since Monday/Tuesday.

Please cancel my uninvoiced, unshipped, unacquired number order. I have set up service with other and device will be here tomorrow.

Thank you anyway, I tried.

Here's to the VOIP's future.

Just curious what other service you selected?

Craig

[CajunWon]

Just returned from Vacation to hear of the SR news :(

But just signed-up for ViaTalk BYOD and have received confirm email.

So how soon will they provide credentials? -It's been over an hour now! :)

For my SR brothers with Gizmo access but without phone service, use the following URL and you might restore service. Fairly sure this is what my Gizmo has and is working so far (though haven't actually looked at it since I 'upgraded' credentials a couple months back).
Proxy_Server_ID="67.133.234.125:5060"

Please have patience with us SR refugees as a certain degree of frustration is expected -therefore we're not all thinking clearly.

[freqz]

Well 3 days now and still Nothing... No emails, only broken promises by both sales and Billing departments.. :mad:

So Far not so good... Guess I'll start looking and calling some other compaines and if I don't get a response from viatalk by the end of the day, and I'll just cancel the never started order and go elsewhere.

[cornflakes]

I was hoping that the provisioning process would be automated like some of the other voip providers I've dealt with. I signed up for byod plan yesterday at 5pm (Pacific) and haven't received anything other than the confirmation email. Hopefully it'll get provisioned soon....

[wallawalla]

If you can't stay on the phone long enough to cancel your order I suggest that you email your cancellation to support@viatalk.com

I'm doubting that burying your cancellation request in a forum post that's not about cancellations will get the job done.


VT must be getting slammed right now. SR's demise isn't their fault. I think a little bit of patience and understanding is in order.


Thank you, that is a good suggestion. So I did just that twice.

[jokeworm]

If it helps anyone get an idea about a time line for sign up ... this is my progress so far.

Order Placed : 2007-07-16 23:09:50
(I did 3 day shipping and paid the extra $10 for express processing)

Invoice Billed : 2007-07-18 15:36:23

Number Acquired : 2007-07-18 15:36:37

So for me - its around 42 hours total from signup to billing .. that is WITH the speedy processing.

I have not had an email yet with my temp number .. so i am still unable to access any of the invoices etc .. (even though the emails they sent out told me to go ahead and view my invoices online)

.. and device has not yet shipped as far as i can tell. But it does look as though they are moving through them - SLOWLY.

Next hurdles for me ..

1. Wait for shipping.
2. Get Temp number.
3. Send email for "special offer" (my signup offer was $199 for 12 months plus three months free + 12 months of contract buyout.)
4. Send details for number port.

Still a long way to go .. but at least the process has now started.
Hope this helps someone.

:)

[tadowguy]

So far I've talked to VT twice and both times they promised to "rush my order to shipping" and get it out the door. I asked last night (support ticket) if they could give me a realistic ETA on the invoice being processed and they dodged the question. I think I see where this is going, even if I receive my VT hardware, I better hope to heck that there's no issues, because I don't have enough cell minutes to sit on hold to wait to speak with someone.

There's just too many people signing up right now, and I don't think VT can handle it.

[tadowguy]

If it helps anyone get an idea about a time line for sign up ... this is my progress so far.

....

Still a long way to go .. but at least the process has now started.
Hope this helps someone.

:)

Thats bullshit. I ordered on Friday (the 13th) with expedited handling and my order hasn't moved on god damned inch. I'm canceling and going somewhere else. At least that will help someone else move up the queue.

[freqz]

Thats bullshit. I ordered on Friday (the 13th) with expedited handling and my order hasn't moved on god damned inch. I'm canceling and going somewhere else. At least that will help someone else move up the queue.

I have to agree with you, And during all this waiting and reading ViaTalk's TOS, I noticed your limited to 5000 minutes a month. That's their "Unlimited" package. Yea, that's alot, but I don't want limits on anything I'm buying.

I'm almost with you and I am currently seeking out someone else !

[bazant]

If it helps anyone get an idea about a time line for sign up ... this is my progress so far.

Order Placed : 2007-07-16 23:09:50
(I did 3 day shipping and paid the extra $10 for express processing)

Invoice Billed : 2007-07-18 15:36:23

Number Acquired : 2007-07-18 15:36:37

So for me - its around 42 hours total from signup to billing .. that is WITH the speedy processing.

:)

wow...

here are my "stats" as of 2007-07-18 17:00:00 CST

Order Placed: 2007-07-16 23:27:17
Invoice Not Billed
Number Not Acquired
Order Not Shipped

And, I too, paid quite a hefty sum for expedited handling and shipping...

:confused:

Gero

[novarod]

I think the SR shutdown took a lot of us by surprise and ViaTalk couldn't re-size their company based on hear-say. Be patient and give them some time. The 200,000+ customers that SR had (including me) are all trying to get service at the same time. That is like doubling the size of ViaTalk in one day! As much as I want to see things move along I know it's going to take some time. I appreciate all the folks working at ViaTalk and the crunch they are in. The stress level must be very high. I also hope they are picking up a lot of the SR employees as they are very competent and have experience in VoIP.

Once I get back online with my service, maybe I can contribute more to this forum, although I do plan on keeping everyone up to date with my experiences as a SR refugee.

Later!
novarod

[freqz]

Narrowed my other carriers down to 3 now.... VIAtalk is about to get my cancel my never processed order...

I can look at it this way

29.95 Next Day Shipping ( Next day from whenever)

9.95 Rush Order ( RRRRIIIIIGGGGGGGHHHHHHTTTTTT )

29.95 Activation fee ( Whatever )

I have 12 months left on my sunrocket, but after all this and still no response I can only imangine the hassle and trouble it will be to get any contract buyout processed... Here's a hint "You are called number 118"

[novarod]

Hey freqz,

If you got 12 months left on SR, did you just sign up? If so, contest your credit card charges.

If you did the bogo offer, you got your year in. you just didn't get your "free" year. In that case, count your blessings.

[bazant]

... I appreciate all the folks working at ViaTalk and the crunch they are in. The stress level must be very high. I also hope they are picking up a lot of the SR employees as they are very competent and have experience in VoIP...

It's easy to complain if all you see is your little (compared to the onslaught of sign-up requests they must be experiencing) problem of a phone outage... I think you are correct, novarod, to call for patience. I have been willing to give the company and all the people working there the benefit of the doubt. I hope Brendan will supply his crew with lots of drinks, pizza or chinese food. They sure deserve it right now! :)

The one thing I have to say would be really nice (Brendan, are you listening??): Some email from the company giving a general status update on the pending orders and the state of the company in general. I wouldn't expect them to divulge order number information but to tell us enough to understand the situation they're finding themselves in right now. I, for my part, would feel much better about this experience if v:t would be more proactive in keeping us abreast.

Just my 0.02 dollars...

:) Gero

[freqz]

Hey freqz,

If you got 12 months left on SR, did you just sign up? If so, contest your credit card charges.

If you did the bogo offer, you got your year in. you just didn't get your "free" year. In that case, count your blessings.

You guessed it... Member since 8/1/2006 so They shorted me 2 weeks... I look rebates like I do free months, I find the best price I can for the best service or product and make my final decission figuring I'll never see the rebate and now for sunrocket, my free 12 months

[night_rider]

It's easy to complain if all you see is your little (compared to the onslaught of sign-up requests they must be experiencing) problem of a phone outage... I think you are correct, novarod, to call for patience. I have been willing to give the company and all the people working there the benefit of the doubt. I hope Brendan will supply his crew with lots of drinks, pizza or chinese food. They sure deserve it right now! :)

The one thing I have to say would be really nice (Brendan, are you listening??): Some email from the company giving a general status update on the pending orders and the state of the company in general. I wouldn't expect them to divulge order number information but to tell us enough to understand the situation they're finding themselves in right now. I, for my part, would feel much better about this experience if v:t would be more proactive in keeping us abreast.

Just my 0.02 dollars...

:) Gero


They could even post in a locked thread in this form...

Example:

Expedited Registrations : processed through July 16 23:30
Standard Registration : processed through July 16 11:45

Perhaps update it when they reach even hours or so.

[vanderprice]

I placed my order online yesterday. I am sure all at VT are really swamped.
I'm patient but my only question is the availability of their gizmo equivalent. If it's a lengthy wait. (like more than a week) , that should be posted or included in an email to the orders pending.

The LLC managing the demise over at SR announced that they're doing a deal with Packet 8. It did not look like a deal to me. And given the ethics, or lack there of, surrounding the management action at SR, I'll choose the opposite of any recommendation by their "partners".
Probably good idea to sell short the stock of anyplace Ms Hook turns up!

[secc11]

I signed up Monday 9pm expiated delivery. Today at 11am received account info and new number. I then filled out the porting form, and faxed it. At 3pm it showed my order complete with tracking number USPS. I too are concerned with my number being lost. I was assured my porting would go easy. I'm just optimistic.:):) Oh by the way I also have a packet8 account overseas it works great in Asia, the lowest band with requirements. Vonage use to much band with overseas and is fought with problems. Packet 8 call quality in us is spotty to poor, and faxing is a nightmare. I will miss my sunrocket! I hope I have landed a good service.

[bazant]

I signed up Tuesday 9pm expiated delivery. Today at 11am received account info and new number. I then filled out the porting form, and faxed it. At 3pm it showed my order complete with tracking number USPS. I too are concerned with my number being lost. I was assured my porting would go easy. I'm just optimistic.:):)

whoa, whoa... you said TUESDAY 9:00 pm??? and you ALREADY have your account info and new number??? how'd you do THAT??

HEY, VT!?!? what's up with that?! I signed up (expedited, mind you!!) almost 24 hours prior to secc11 and STILL (as of 6:56 pm) don't have "invoice billed" or "number acquired"...

:eek:

:suspect:

[pinky1352]

And I have a question about the SR contract buyouts. I paid SR for 1 year with 1 year free and was billed for this 4/30/07 by SR. How exactly does the buyout work? I got in just under the deadline when the web page read 12 month contract buyout, free 2nd phone line, 3 months free. Considering my SR contract was SUPPOSED to be good until 4/2009 with the free year, would I be getting a full 12 month buyout (in essence having paid VT until 10/2009 with the free 3 months), or are they not considering the free second year in my case, only 9 (?) months of service remaining on the non-free portion of my SR contract?

and what proof of my SR contract is VT going to need? Invoice details page (which doesn't show phone number), credit card statement, or what exactly? SR pulled most invoices now, so want to be sure I already have the exact info I need.

Just trying to figure out exactly what I'm getting here, and what I need to get it. Thanks!

[novarod]

I've got a lot of emails, etc. but SR did not have my invoice for last December that I had paid, but I think with the other forms of proof it won't be a problem to get the remaining months credited. V:T knows it is in thier best financial interest to get folks signed up quickly. People don't tend to move phone companies too often and the freebies they give up front is not a big deal.

If I were working at V:T call center right now, I'd like a constant supply of pizza, cake, ice cream and a big spread of Chinese food to select from. Food is the best stress reliever.

Current status for me so far (as of 8PM CT):

Order Placed 2007-07-17 09:08:03

Invoice Not Billed

Number Not Aquired

Order Not Shipped


novarod (gotta go get me some stress relief!)

[elysian]

I placed my non-expedited order 7-16 at 23:25. Status says order placed, but nothing else.

Has anyone tried to change their order from normal ATA to BYOD?

[diogenes]

Has anyone tried to change their order from normal ATA to BYOD?
Yep - but I don't have any good news for you. Ordered ATA last night and then unlocked my gizmo today. Spent 1:10 on hold(started at 96th in line), the customer service girl was very nice, but the only way to do it was cancel the original order then go back to the web to enter the BYOD.

The order confirm email came right away, but still waiting on the config email...

[corvette]

but the only way to do it was cancel the original order then go back to the web to enter the BYOD.

mine was done right over the phone last night 7-17 @10 PM CT no need to cancel org order she was very polite and helpful, still no config letter tho

[TxSandMom]

So I signed up this evening; from SR. I read on this thread that VT has a limit of 5000 minutes per month? Is that true? That's just under 3 hours per day. Oy.

[freqz]

So I signed up this evening; from SR. I read on this thread that VT has a limit of 5000 minutes per month? Is that true? That's just under 3 hours per day. Oy.

Copy and Paste of their TOS:

A single account shall not be used for purposes inconsistent with regular residential usage patterns as defined by ViaTalk as more than six times the average monthly usage of a ViaTalk residential customer. This figure is currently approximately 5100 minutes of usage over a 30 day period. Minutes used in excess of 5100 will be billed at 1.9 cents for each overage minute. A single commercial account with minute usage in excess of 10,200 minutes over a 30 day period will be billed 1.9 cents per minute for each overage minute. ViaTalk will be the sole and final arbitrator in regards to decisions related to what constitutes acceptable average use of service.

[night_rider]

I guess Teleblend cannot use ViaTalk for their call center. Well maybe they can. They might not use that many minutes.

[rrgrover]

Copy and Paste of their TOS:

A single account shall not be used for purposes inconsistent with regular residential usage patterns as defined by ViaTalk as more than six times the average monthly usage of a ViaTalk residential customer. This figure is currently approximately 5100 minutes of usage over a 30 day period. Minutes used in excess of 5100 will be billed at 1.9 cents for each overage minute. A single commercial account with minute usage in excess of 10,200 minutes over a 30 day period will be billed 1.9 cents per minute for each overage minute. ViaTalk will be the sole and final arbitrator in regards to decisions related to what constitutes acceptable average use of service.


I'm a Ex SR customer, and this kind of scares me also, My Daughter is on the phone 3hrs a day... And that's Regular for my house.

So, Does anyone know if there is a time log too see how much of this "UNLIMITED" which is not Unlimited Time is on the phone?

And the Next question is, if I have two lines is that 5,000 for both lines or 5,000 for each line?

This and what I've read is kind of scaring me, maybe I 'd better Run to Vonage?

[marietillman]

While all us x Sunrocket people wait the best thing to do is to buy a
usb head phone set so that you can talk and make free calls through on the internet. That way you can at least have some sort of communication -you do have to sit at your computer to make the call(thats the draw back but will due for now)

you can buy the USB head phone set at WALMART for around $30.00.
If you are not close to walmart shipping is only 97 cents.
and for you that have teenagers they would have another way to call thier friends if all the phones are being used.
It will make the wait go by faster and give you some source of communication if you dont have a cell phone.

all 4 now

[CajunWon]

While all us x Sunrocket people wait the best thing to do is to buy a usb head phone set so that you can talk and make free calls through on the internet. .....

What service lets us make free calls to POTS lines?

I was getting set to pay Skype-out as a stop-gap measure. I have been successful keeping SR going with the old proxy server url and periodic soft reboots.

[novarod]

Current status for me so far (as of 7:49AM CT):

Order Placed 2007-07-17 09:08:03

Invoice Not Billed

Number Not Aquired

Order Not Shipped

[freqz]

Current status for me so far (as of 9:17AM EST):

Order Placed 2007-07-16 23:57

Invoice Not Billed

Number Not Aquired

Order Not Shipped

Moved to another carrier, Now trying to cancel and make sure VIATalk does not chard my CC 275.00+

Sent numerous emails requesting not to process my order and not to charge my card. Fell asleep waiting for online support to answer.. Good thing because after 5 hours they never did. I give up trying to call... almost pointless.


I do and can understand that they were slammed but at the first sign they should have implemented steps to handle higher than normal call volume's and sign up's ..

[bazant]

Ha, I beat you, novarod!

Order Placed 2007-07-16 23:27:17
Invoice Not Billed
Number Not Acquired
Order Not Shipped

... trying to keep a positive attitude

:cool:

[freqz]

Wouldnt you know, After a day and a dozen or so CANCEL emails and 2 phone calls to cancel the service they go ahead and bill me anyway. And on top of it they charged my account a additional 9.95 !!!! :mad:
Currently caller number 44 waiting to speak to a rep.

I can't wait till this is over !

[JDazell]

Well I guess I am WAY behind all of you.

Order Placed 2007-07-18 14:51:14
Invoice Not Billed
Number Not Acquired
Order Not Shipped

"patience is a virtue...patience is a virtue...patience is a virtue"

Oh the heck with it. I need a shot in my coffee!


I agree that VT is getting salmmed and I understand ... but I also agree wit what was said earlier about Letting us know where exactly they are in the processing. VT must understand that we SR refugees are not a very TRUSTING lot at this point. I understand that we are new to VT but come on ... throw us a bone or something Huh !

[bisonintexas]

Order Placed: 2007-07-16 23:56:48


Invoice Billed: 2007-07-19 09:46:14


Number acquired: 2007-07-19 09:46:30

However, I have not received the number email yet. How long does that take after the Invoice Billed stage?

Craig

P.S. This is with 'expedited' option.

[freqz]

I can't beleive this... Billing said there's nothing they can do !!!

2 charges 258.90 and 9.95
$268.85

I'm on the phone with the credit card company as we speak

Sounds like Via Talk and scraping for every penney anyway they can....

[bazant]

Order Placed: 2007-07-16 23:56:48
Invoice Billed: 2007-07-19 09:46:14
Number acquired: 2007-07-19 09:46:30


DUDE, what's going ON????

I, too, had expedited option and submitted '2007-07-16 23:27:17'. Just checked: NO CHANGE!!

ANY v:t person care to comment? Or maybe look at my account and push it up to where it appears it *should* be in the queue??

:confused:

[JDazell]

I read on one of the other posts that VT people do not regularly use the forums other than to Post a sticky for all to see.

So don't expect them to respond to questions posted here. You will need to submit a ticket or call.
:)

[ricky151]

My SR service left and never came back. :eek: I've been without a phone for about 4 of 5 days. I can't be sure I was on vacation, when I came back no phone. I thought I could get it working. When SR didn't answer their phones I new something was up.

I hope things will come around soon. What bothers me is sometimes when family or friends or just about anybody call, they get a message saying "this number has been disconnected". They start wondering...did he pay the bill or what? :mad:

[novarod]

Ha, I beat you, novarod!

Order Placed 2007-07-16 23:27:17
Invoice Not Billed
Number Not Acquired
Order Not Shipped

... trying to keep a positive attitude

:cool:

Okay, let us know when you get an update. I shouldn't be far behind. In the meantime, my cellphone is working just fine...

[nuzzy]

I'm the champ!:

Order Status

Order Placed 2007-07-13 16:00:34
Invoice - Not Billed
Number - Not Acquired
Order - Not Shipped

[night_rider]

Nuzzy you've just depressed me.

Order Status

Order Placed 2007-07-16 23:05:37
Invoice - Not Billed
Number - Not Acquired
Order - Not Shipped

[elysian]

I just called and got them to change it to BYOD. They said I should get my order processed much quicker, but they could not give me a concrete time of when that would be.

BTW, I placed my order on 07-16.

[cornflakes]

I don't know why it's so hard for them to give a little bit of communication to keep us updated. As an ex-Sunrocket customer I think they can appreciate how antsy we are in trying to get our phone service back up. Compared to other new customers who probably still have their existing phone service up and running, a lot of us actually don't have any phone service right now short of our cell phones (and I can barely get a signal at home). So it's not a matter of being anxious to try out a new toy or a new service, we're anxious to get our lives back to normal!

So please VT let us know what our ETA is or at least where you are at the queue!

[novarod]

Order Placed 2007-07-17 09:08:03
Invoice Billed 2007-07-19 14:52:26
Number Aquired 2007-07-19 14:52:52
Order Not Shipped


Getting closer!

[bazant]

would you believe it...

Order Placed 2007-07-16 23:27:17
Invoice Not Billed
Number Not Aquired
Order Not Shipped

[novarod]

would you believe it...

Order Placed 2007-07-16 23:27:17
Invoice Not Billed
Number Not Aquired
Order Not Shipped

That's weird!

[bazant]

That's weird!

You can say THAT!

[nuzzy]

Still the champ :mad:

Order Status

Order Placed 2007-07-13 16:00:34
Invoice - Not Billed
Number - Not Acquired
Order - Not Shipped


UNF'NBELIEVABLE!!

[rogerhuebner]

OK, former Sunrocket customer here up and running on BYOD using Sunrocket Gizmo AC-211-SR.

Ordered Service: Tue, 17 Jul 2007 16:51
Invoiced: Thu, 19 Jul 2007 12:38
Got Configuration Data: Thu, 19 Jul 2007 12:41

I found the invoice and configuration email had been grabbed by my junk mail filter, so beware.

[novarod]

Bazant and nuzzy, did you guys pay the extra amount for faster processing? I bit the bullet and paid it. Maybe that's why?

[nuzzy]

no. Rush isn't an option when ordering BYOD.

[bazant]

Still the champ :mad:

I think I found the answer... some n00b hacker dude, responsible for setting up their queue algorithm is randomizing rather than sorting the data... DUH!

:plot:

[bazant]

Bazant and nuzzy, did you guys pay the extra amount for faster processing? I bit the bullet and paid it. Maybe that's why?

yep, sure paid for it!!

[nuzzy]

HALLELUJAH!!!!

Order Placed 2007-07-13 16:00:34
Invoice - Billed 2007-07-19 16:37:44
Number - Acquired 2007-07-19 16:38:08
Order - Not Shipped

[bazant]

HALLELUJAH!!!!

Order Placed 2007-07-13 16:00:34
Invoice - Billed 2007-07-19 16:37:44
Number - Acquired 2007-07-19 16:38:08
Order - Not Shipped

well, nuzzy, YOU deserve it!!

[novarod]

Keep looking Bazant...you're almost there! I did hack my gizmo last night but will probably set it up for my daughter and get her a year of VT too.

[JDazell]

If you chose BYOD and if you have not heard and it has been more than one business day, call them on the support line.

My guess on the situation is as follows.

They did not say this but I have been in customer service long enough to figure out what happened. Something was not correct or not filled out in my online application. When it rolled up to the top, it got tossed back down to the bottom, with the intent to follow up later after they processed the ones that were complete.

Get on the Customer Support Line and talk to them.
Do Not hang up if at some time during the call you get dead air for up to 20 - 30 seconds...hang on, it happened twice but the recording cane back and I eventually got through. The on line wait for a person was very tolerable.

The CSR was very pleasant and helpful.

It turned out that I missed filling in the "Location" for my VT number.

Once they had that it was no more than 6 minutes and I had my welcome & billing emails.

:p

[cornflakes]

Just got my provisioning email about an hour ago. I originally signed up at
2007-07-17 20:15:43

[bisonintexas]

Update - got my email with login and phone number at 12:15 PM, approx. 2.5 hours after getting my invoice. Now to start the port....

Craig

[GregM]

You guys crack me up. The usual expectation is in 3-5 business days. These are unusual circumstances and some of you are getting impatient after 2 days.

Response for the customers that had service before the SR shutdown is also slow, but we understand the situation and are being patient. Constantly pinging VT for status before the 5 business days is just slowing everything down for everyone.

[malane]

I just signed up for the 12.99 service with Teleblend that SR sent out in their email. I called home and got through!...then made a long distance call out and it worked too. I wouldn't think they are a permanent fix, but since it is talking VT longer to get the equipment out to me (ordered 7.17 expedited), I thought I'd give them a shot. Worst case is I am out about $20 and I don't have to worry about porting my numbers yet. Their site is terrible and no features are up. I don't even know who they are...

[davidmac27]

My order has not budged in 3 days...

If I don't see some action soon, I will cancel and probably just call Verizon Voicewing.

[DarrenGM]

Well, I'm the same way:

Order Status

Order Placed: 2007-07-16 22:31:07
Invoice Not Billed
Number Not Acquired
Order Not Shipped

Not sure what the $9.95 was unless its for fed ex shipping... I wait....

[vancurenj]

I just signed up for the 12.99 service with Teleblend that SR sent out in their email. I called home and got through!...then made a long distance call out and it worked too. I wouldn't think they are a permanent fix, but since it is talking VT longer to get the equipment out to me (ordered 7.17 expedited), I thought I'd give them a shot. Worst case is I am out about $20 and I don't have to worry about porting my numbers yet. Their site is terrible and no features are up. I don't even know who they are...

Not sure what is happening with SR but, I am getting outgoing and forwarding. I too signed up with VT and I plan on waiting for at least two weeks. I have a cell and will be patient.

[atortora]

No phone now for over 2 days, no expedited nothing. Now, why would you offer something online and then not come through???? Hellloooo..... You were aware enough to post something online to welcome SR customers and now SR "flunkies" (myself) cannot even get through VT? You'ld think they would give out some serious OT to make up for all the increase in business. I mean you are a new customer who got slammed (distrust sets in) and you are trying to call your so-called new service and they wont even answer the tele? The phone number routes to the website, the order status has not changed for 2 days. Should I bite the bullet and call AT&T?

[VTSean]

There's been alot of OT over here as well as new staffing. We're doing the best we can to keep up and I assure you there will be no scamming on our end. Lot's of upgrades and new hires are constantly happening to try and enable us to handle the giant load of new customers we have pouring in.

[vancurenj]

Sean,

Keep up the good work....(does this mean I move up in priority);):D

V

[novarod]

Got my welcome message around noon today! Total time from submitting order to Welcome Message was about 3 days, 3 hours. I am really happy about that. Due to all the refugees coming in this week, I think VT and all the people there has done an outstanding job!

If this is anything that I can expect from VT, I will truely be a happy camper. I should have made the change long ago. Thanks VT!!

NovaRod (VT employees, keep hanging in there! I'm sure more pizza is on its way!)

[srivaths]

How to cancel my order which I placed 2 days ago? I keep calling VT and I'm on hold for more than 2 hours. I already signed up with lingo this afternoon and they shipped my equipment. Hopefully porting from sunrocket should go through. Can someone please tell me how to cancel this order. Thanks.

Currently caller #20 after 1 hr 50 mins wait, hopefully I can get hold of someone this time. I can't even call from my home as Sunrocket is down:( . If I miss today, I need to wait till Monday and hopefully VT is not going to charge my cc as I already ordered Lingo.

[elysian]

I changed from a normal order to BYOD and was billed $228.95. That's not correct is it? Shouldn't it just be $199?

[srivaths]

I have never waited for any customer service for more than 3 hours and still on hold to find a person.

[ricky151]

Their probably Slammed with New Customers from SR. :eek:
I'm still waiting too.:mad:
Order Placed 2007-07-18 22:46:26
and that's all folks. :eek:
In the mean time I ordered a magicJack last night.
It's already shipped and on the way.:D

[srivaths]

I'm almost there. currently caller number 3. Can't believe I'm sitting alone in office on friday evening just to speak with someone to cancel my order. I wish i had a working phone at home to be on hold for ever. last night my cell phone battery died just holding for this one call.

Note: waiting as caller 3 for more than 15 mins.

[srivaths]

I changed from a normal order to BYOD and was billed $228.95. That's not correct is it? Shouldn't it just be $199?

maybe 199 + taxes etc....

[elysian]

It looks like they charged me the activation fee: $199 + 29.95 = $228.95...looks like I'll be on hold for a while....

[bazant]

Keep looking Bazant...you're almost there! I did hack my gizmo last night but will probably set it up for my daughter and get her a year of VT too.

HALLELUJAH!

Order Placed: 2007-07-16 23:27:17
Invoice Billed: 2007-07-20 18:25:56
Number Acquired: 2007-07-20 18:26:09
Order Not Shipped

I guess that still lies within the 3-5 business days... THANKS VT for pulling this off!!!

[elysian]

bazant: How much were you billed? Did you do BYOD?

[bazant]

no BYOD
$238.90 -- all justified.

[elysian]

Finally! Ordered 7-16, up and running on my SR gizmo!

[corvette]

Finally! Ordered 7-16, up and running on my SR gizmo!


Did you get 2 EMAILs FIRST was my billing of the CC charge, but, no config E :confused:

[elysian]

Yes, I got billing at 1:09PM pacific time, and device config at 4:28PM. I'm not on hold trying to get them to correct the billing mistake...I think they billed me for the activation fee.

[corvette]

Yes, I got billing at 1:09PM pacific time, and device config at 4:28PM. I'm not on hold trying to get them to correct the billing mistake...I think they billed me for the activation fee.

thanks for the info

10:37 am (8 hours ago) was my first E (charging to CC) now it is 7:10 CT PM guess it will come soon enough :confused:

[novarod]

Hey Corvette!

We sure got a lot of cars on this forum! Anyway, I signed up Tuesday morning around 9AM and got the welcome email at noon today. Not too bad considering the big rush...

NovaRod (72 Nova 406 sbc)

[dmarantz]

I signed up Tuesday 7/18, got the welcome email but have not had my CC charged or any correspondence since. Patiently waiting.

[corvette]

Hey Corvette!

We sure got a lot of cars on this forum! Anyway, I signed up Tuesday morning around 9AM and got the welcome email at noon today. Not too bad considering the big rush...

NovaRod (72 Nova 406 sbc)


Just received EMAIL 7-21-07 for Device Configuration :) even though SR is still kicking I am going for the move over -thanks to all :) also I am going to config for the closer server from chicago-1a.vtnoc.net (as stated in the E) to houston-1a.vtnoc.net as stated by VTBrendan at dslreports here is his NEW server list:

Hey,

This is a list of the currently available server groups on our network.

newyork-1a.vtnoc.net
richmond-1a.vtnoc.net
richmond-1b.vtnoc.net
houston-1a.vtnoc.net
houston-1b.vtnoc.net
chicago-1a.vtnoc.net
chicago-1b.vtnoc.net
chicago-1c.vtnoc.net
chicago-1d.vtnoc.net
chicago-1e.vtnoc.net
chicago-1f.vtnoc.net
chicago-1g.vtnoc.net*
sanjose-1a.vtnoc.net*
sanfrancisco-1a.vtnoc.net*

The groups with asterisk's next to them are currently undergoing upgrades and/or repairs. Any of these groups should be more than capable of providing quality service to any of our customers.

-Brendan

[corvette]

Just a up date, config to VT went very smooth on the SunRocket Innomedia MTA6328-2Re. I am using a close server, houston-1a.vtnoc.net, also these codecs in this order G726-32/8000 g728/8000 g729/8000 pcmu/8000 pcma/8000 Sound quality is great! incoming / outgoing :)

[ricky151]

Just a up date, config to VT went very smooth on the SunRocket Innomedia MTA6328-2Re. I am using a close server, houston-1a.vtnoc.net, also these codecs in this order G726-32/8000 g728/8000 g729/8000 pcmu/8000 pcma/8000 Sound quality is great! incoming / outgoing :)


I have the same unit.
So far I still have a green light and a dial tone.
It went out for two days. I unplugged it overnight.
When I plugged it back in it was working again.:eek:

Can you explain to me how you switched it over. I'm usually pretty good with this stuff, but I don't understand how you did it. :confused:

Thanks

[corvette]

I have the same unit.
So far I still have a green light and a dial tone.
It went out for two days. I unplugged it overnight.
When I plugged it back in it was working again.

Can you explain to me how you switched it over. I'm usually pretty good with this stuff, but I don't understand how you did it.

Thanks

Are you saying it is working with VT now? if not, you need the ADMIN PW so you can get into the settings for the config. over.

[novarod]

Just received EMAIL 7-21-07 for Device Configuration :) even though SR is still kicking I am going for the move over -thanks to all :) also I am going to config for the closer server from chicago-1a.vtnoc.net (as stated in the E) to houston-1a.vtnoc.net as stated by VTBrendan at dslreports here is his NEW server list:

Thanks for the uodate and the info on the server groups. I'm tweaking my softphone right now...

[ricky151]

Are you saying it is working with VT now? if not, you need the ADMIN PW so you can get into the settings for the config. over.

Sorry I guess I wasn't clear. It's still working with SR.

[ricky151]

I signed up Tuesday 7/18, got the welcome email but have not had my CC charged or any correspondence since. Patiently waiting.

Same with me, same day. :(

[titojohn]

I certainly hope that those of us that ordered with expedited processing and shipping are not charged! We are still waiting.

[ricky151]

I certainly hope that those of us that ordered with expedited processing and shipping are not charged! We are still waiting.

I know their slammed, but I paid for expedited processing and shipping too. :confused:

At least an email or something.

I bet their overwhelmed with sign ups. :eek:

I just hope they could handle all the New business. :rolleyes:

Maybe they'll bring in extra people to push us through. :D

[degauss]

Ordered use their adapter package 2/17 in the AM
Called 2/17 in the afteroon and asked to change to BYOD. Told should see something thur or fri.
Got BYOD Config email late on 2/19.

[bmills]

I just signed up for the 12.99 service with Teleblend that SR sent out in their email. I called home and got through!...then made a long distance call out and it worked too. I wouldn't think they are a permanent fix, but since it is talking VT longer to get the equipment out to me (ordered 7.17 expedited), I thought I'd give them a shot. Worst case is I am out about $20 and I don't have to worry about porting my numbers yet. Their site is terrible and no features are up. I don't even know who they are...

Viatalk clearly isn't in a position to provide the level of service that I require. After doing the byod thing with Viatalk, nothing happened. I have fired off an email demanding cancellation of my order.

A simple signup process with Teleblend had my phone up and running in minutes.

Life is too short to fuss over incompetents such as Viatalk.

[vancurenj]

Viatalk clearly isn't in a position to provide the level of service that I require. After doing the byod thing with Viatalk, nothing happened. I have fired off an email demanding cancellation of my order.

A simple signup process with Teleblend had my phone up and running in minutes.

Life is too short to fuss over incompetents such as Viatalk.

Good luck and good ridance.

Life is too short to listen to a few malcontents. Patience will pay off.

So go and seek refuge in another fly by night company or pay too much for one of the big boys.

[ricky151]

Viatalk clearly isn't in a position to provide the level of service that I require. After doing the byod thing with Viatalk, nothing happened. I have fired off an email demanding cancellation of my order.

A simple signup process with Teleblend had my phone up and running in minutes.

Life is too short to fuss over incompetents such as Viatalk.

My SR is still up and running. :D

I guess I can wait a little while. I mean there's always Skype or a cell if you need a phone. :cool:

[ricky151]

I'm Still Waiting. I thought they would maybe work overtime.

I waiting from
2007-07-18 22:46:26
Today is Tuesday July 24th 8:08 PM.
Something's gotta give soon. I hope. :(

[jokeworm]

I waiting from
2007-07-18 22:46:26
Today is Tuesday July 24th 8:08 PM.
Something's gotta give soon. I hope. :(


This is just your fourth business day.
:)

did the homepage say 3-5 days when you signed up or 7-10 days can you remember ... i'd love to be able to figure out when they changed that ... must've been 18th late or 19th.

[ricky151]

This is just your fourth business day.
:)

did the homepage say 3-5 days when you signed up or 7-10 days can you remember ... i'd love to be able to figure out when they changed that ... must've been 18th late or 19th.

It said 3-5 days + I paid for Rush delivery. :(

[davidmac27]

I'm still waiting too...

Order placed:

2007-07-17 03:02:01

[IEddy]

I ordered early last week and got fed up on Friday, been trying to cancel my order ever since. I still have received zero response from Sales or billing. I have tried via e-mail a ticket the never ending chat window and by phone. I do not have the disposable time in my life to wait for someone to answer on the phone. To this point I have received nothing from them past the confirmation web page welcoming me to ViaTalk.

I ordered from a competitor on Friday, have received my online account information, my temporary phone number and my number port has been initiated, add to that I received my hardware today. I am happy with the service so far from this other provider.

I can’t believe that ViaTalk is leaving so many people in the dark. Not even a mass mailing stating their backlog and asking for patience.

It really tears me not being able to get any response from anyone after they have my credit card number. Live and learn. I truly hope others are fairing far better then I.

[ricky151]

I beginning to think your right. :eek:

At least I have my MagicJack. :D

[Odd Thomas]

At least I have my MagicJack. :D
I hear that, it's been a real life saver since it arrived on Sat. Call clarity is excellent as well. The ATA from my new provider will be here on Fri.

[jtwiltse@gmail.]

I'm reposting these 2 posts from the SR Forum:

I succeeded in switching to ViaTalk yesterday. After all the doom and gloom I've read over the last week, I figured I'd share at least a glimmer of hope.

I ordered VT on 7/20 but the order was still stuck at the first stage today. I called Tech Support and was lucky enough to get in line at #30 (the first 2 times I called, I was over #100 and didn't hang around). Wait time was around 1/2 hour, then I got a rep. on the line who looked into my sign up info and said "OK, I'll just get this set up right now." I about fell out of my chair. Sure enough, within 15 minutes I had an email with the account info and my new ViaTalk phone number.

When I got home from work, I set up my SR Innomedia MTA-6328 gizmo to connect to ViaTalk. Lots of info floating around about passwords for unlocking this gizmo, none of which worked for me. I just unplugged the WAN line, did a hard reset by sticking a paperclip into the hole on the back of the gizmo, then I had factory settings back (admin login: admin / password: slapshot). The settings for using this router w/ ViaTalk are at (This forum won't let me give the URL, so try googling using-a-sunrocket-gizmo-with-viatalk and look for the hit on SteveRowe's blog.)

Again, there are a couple set of instructions for this config, but this is the first one I tried that actually worked.

After I got everything set up and had a working phone line again, I went to the SR web site and forwarded my REAL home number to the new ViaTalk number. I'm rocking and rolling! Then I followed the instructions (google configuring-2-lines-with-innomedia and look for hit a blogspot about gizmo passwords) to set up the 2nd line. Cool, it works! Only catch is, incoming calls come into Line 2, so I switched the line so all the phones in my house are on Line 2 and a single phone is on Line 1 for use when the regular phone is tied up. I'm telling you, with two daughters at home, having that extra outgoing line is going to be a major bonus. Hell, I'm glad SR bit the dust or I'd never have gotten this deal going.

I also got incredibly lucky and my credit card refunded a pro rata share of my SR annual fee (I know, that credit might not stay on if they can't recover something from SR, but they seem to be pretty sure I'll keep my $$) so I'm not out anything. Might even get a couple extra months of ViaTalk service thrown in to boot.

I also sent a test fax, which worked fine. I'd read somewhere about VT charging extra for fax service, but that doesn't appear to be the case.

Now hopefully the VT service is at least as good as SR (which I found to be tolerable overall and a good deal for the money).



Following up on my post from yesterday, here is the SR to VT conversion info that worked for me for the Innomedia gizmo (with my alterations in brackets):

1. Get the admin password for your Gizmo. The best way to do this is to browse the forums at SunrocketForum or DSLReports. [I did a hard reset of the device by sticking a paper clip into the hole on the back of the gizmo, which restored the factory default login: admin and password: slapshot]
2. If you have an Innomedia Gizmo, the login page is [this forum won't let me include the URL, but it's one w/ Voice_AdminPage in it and I'm sure you can find it elsewhere in this thread]
1. The login name is admin
2. The password changes based on when Sunrocket last provisioned your system.
3. Once you log in, go to IP Network->Provisioning Setting.
4. Turn it off and reboot.
5. Login again
6. Go to Management->Administrator
7. Change the password to something else.
8. Update.
9. Go to VoIP->SIP Proxy.
10. Change to the server ViaTalk sent you. For me this is sanfrancisco-1. vtnoc. net. Yours may be different.
11. Change SIP Domain to vtnoc. net [remove space]
12. Set the first Codec to PCMU/8000 and all the others to None. Note that VT says to use G711U (ulaw), but that wasn't an option in my gizmo. PCMU works. I don't know the details of this. There may be better options.
13. Save settings.
14. Go to VoIP->User Account
15. Enter the login name ViaTalk sent you into the User ID, User Name, and Authentication ID fields.
16. Enter the password ViaTalk sent you into the two password fields.
17. Save settings.
18. Go to Management->Reboot.
19. You should be on Viatalk.


Step 1: Enable line 2 on the Sunrocket/Innomedia MTA6328-2re Gizmo.

a) Enabling the 2nd line is not available via the web interface - it is only available from telnet. Telnet to 192 .168 .251 .1 [remove the spaces, of course] (in windows, you can do this by going to START -> Run. Type in "telnet 192. 168. 251. 1″ and click OK)


b) Log in using the username 'admin' and password 'slapshot'.

c) Type in 'Mp' (without quotes, case-sensitive). This option will allow you the configure the phone ports.

d) Follow the on-screen prompts to enable both the ports. When prompted whether you want to save the configuration permanently, select 'y'. [there was a lot of other info popping up in the telnet window after I did this, most of which I didn't understand at all... I just waited a couple minutes, then closed the window and my config changes worked]

e) Power-cycle the gizmo by unplugging the power cord, wait 20 seconds, and plug the power cord back in the gizmo. At this point, your gizmo should have both lines up and running.

Step 2: Configure the second line

a) Go to [the Voice_adminPage URL referenced above] and login using 'admin' and 'slapshot' as the username and password respectively.

b) From the menu bar, go to VoIP -> User Account. For line 1, your 'username' must be set to your 11-digit phone number (starting with country code 1). The password was sent to you by viatalk in the activation email. All other fields must be blank (user name, authentication ID, Hot Phone number). Select 'No' for the 'Use hot phone number' option, and 'Yes' for the 'Fax T38′ option. Click the "Save" button.


c) Repeat step (b) above for line 2 and click the "Save" button.

Step 3: Reboot/Reset/Power-cycle everything

a) Power cycle your cable modem

b) Power cycle your gizmo (If the gizmo is behind a router, then power cycle the router, then the gizmo)

c) Power cycle the phone connected to Line 1

d) Power cycle the phone connected to Line 2

Now everything should be working! [I found that all incoming calls were now ringing on Line 2, so I switched the phone cord connecting all my house phone wiring over to Line 2 and plugged a single phone into Line 1 to use as the extra line (our "bat phone!")]

[IEddy]

And now the capper… I was sent an e-mail that I was billed for the service, despite all of my efforts to cancel it. This with a link to billing so I can “log in” to see my account and such. That would be great, if I had actually received my log in information.

Looks like I get to waste a couple hours of my time trying to cancel this thing…… I can wholeheartedly say that recommending this company will not come from me.

[daveflack]

This company is a textbook example of the failure to communicate when in crisis mode. They are going lose thousands of potential customers who they have alienated by keeping us in the dark.

When it doubt, tell the truth, tell it fast and tell it often. People will put up with delays but not with untruths or silence.

If I don't get a response to my ticket to sales in 24 hours I'll be calling Amex and getting a charge back.

[bazant]

This company is a textbook example of the failure to communicate when in crisis mode.

There are literally dozens of posts in this forum (including at least two from me) that address that very issue. The only reply I ever got (from a fellow customer, mind you) is that "Brendan doesn't read this forum"...

Well, *somebody* with an understanding of marketing and crisis communication better read here and relay that message to "The Taskmaster"!

On the flip-side: less people holding out and signing up == probably shorter holds and better service for the rest of us... ;)

[ricky151]

There are literally dozens of posts in this forum (including at least two from me) that address that very issue. The only reply I ever got (from a fellow customer, mind you) is that "Brendan doesn't read this forum"...

Well, *somebody* with an understanding of marketing and crisis communication better read here and relay that message to "The Taskmaster"!

On the flip-side: less people holding out and signing up == probably shorter holds and better service for the rest of us... ;)

This is getting crazy now I signed up on 2007-07-18 22:46:26 and nothing. SR says in 8 days that's it. If it lasts that long. I'm beginning to think this company is going nowhere Fast. What about the customers they have now? I wonder if they can get help if they have any problems? I'm going to have to cancel my order. Their customer service has to suk. Not even an email to give you a status, to let you know they received your order. It's just sitting there. Then they'll charge your credit card and you'll have to wait another month to get a credit. I'm fed up already.:mad::mad::mad: