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We have created this special page for other customers like us who have been screwed by SunRocket. This page will be available for a short while only. Please use the suggestions below at your own risk and responsibility.

We understand that some business models may fail but the way SunRocket dealt with the failure has left the customers (incl. us) fuming. We are shocked at their callous and irresponsible behavior. Imagine people without phone service at their homes, home offices and small businesses... what about people with medical and other emergencies who are left without the phone service ? We hope someone holds the executives accountable for their actions. Maybe we need to post the name of all these SunRocket execs so that no company hires them and if someone does hire them, the customers can boycott the product(s) of that company. Unconfirmed reports claim that the top management of SunRocket were the same bunch of people who were responsible for major loss in shareholder value at AOL (did they expect us to truly believe that they "retired" in their 40s after serving as VPs ?). Here are some steps we have taken and you may want to think about now that the "No Gotcha phone company" have Gotcha-

1. Dispute Charges: Call your credit card company and dispute the charges. Most credit card companies are sympathetic and willing to provide full or prorated "conditional credit". Note that this credit is not guaranteed, but dependent on results of credit card company's investigation. These companies can best help you if you are within the 30, 60, 90 or 180 day policy (different for each company). Apparently the companies (like SunRocket) are required by law to maintain "merchant services" for 3-6 months even if they close down. If SunRocket files for bankruptcy, you may not be left with any options. Update: The Amex and Bank of America customers seem to be having problems disputing charges. Chase, Citicards and Discover customers are having better luck.

2. Make a Copy of Records: Take copies of SunRocket invoices (if possible, since many customers are reporting mysterious disappearance of their invoices) or whatever info you can get from the website that shows start date of service, amount paid, phone number etc. Some VoIP providers are offering special deals to SunRocket customers but require proof that you were indeed a customer. Secondly, this proof may also help with any class action lawsuit that may be filed in future. Update: Beware !! A website for class action lawsuit has been created (link posted on dslreports) but looks very shady. The registrar is anonymous. The website asks for personal information but does not have the name of the law firm or any details about the individual(s) who set it up.

3. Try Again: Many customers report that their "dead service" was revived when they power cycled their gizmo. Don't try this if your service is working.

4. Forward your number: Given the unreliability of SunRocket, you may want to do this irrespective of whether your phone service is working or not. SunRocket website is back up. If you can login, forward your number to an alternate phone number while you find another provider. You can also try the Simring option. It is important to do this to avoid missing calls and/or inconveniencing your family, friends and clients.

5. Get the service from a new provider (see Bottomline pricing for some providers): Packet8 (8X8) and Teleblend have been selected as the preferred replacement provider by SunRocket. Packet8 deal here and Teleblend deal here. Customers should explore other options before accepting these "generous offers". We have some serious concerns about Teleblend. See our reviews and rating of various providers here

6. Your number may not really be "lost": Your number may be portable. Thankfully, upstream providers like Global Crossing, Level 3 Communications, Broadwing and Qwest (instead of SunRocket) own your number. Secondly, porting is a "pull" process i.e. your new carrier does not need to speak to a "live" person to port your number. They just need some proof that you are indeed the owner of the number and you are authorized to request porting. Customers report that while pure-play VoIP companies are willing to go the extra mile to help port numbers, cable companies, ATT and Verizon are claiming they cannot help since SunRocket is defunct. If you are concerned that your number be be "lost" in this debacle, then you could try this- * Go to the nearest wireless store. * Sign-up for the service, and ask them to switch the number to their mobile service. Reason you want to do this is because mobile carriers are most efficient when it comes to number portability. * You have 30 days to cancel the service. Make sure you switch your number to another voice service before those 30 days elapse. * Cancel Wireless Service.

7. Unlock your gizmo to use on other VOIP providers (may not work for all SunRocket adaptors): * Disconnect to WAN i.e. Unplug cable from gizmo WAN port (i.e. no Internet) * With the PC connected to gizmo LAN port, Go to http://192.168.251.1 and login to it using user Id. First try User Id: Admin & Password: 7UprUtew. If this does not work then try User ID: user & password: welcome * Now Cut and Paste the following url and press enter to restore factory default http://192.168.251.1/restore2.ssi After about 15 seconds you should see a message about reset to defaults. Wait another 30-45 seconds. Now close browser window. Your gizmo should now be in the same state as when SunRocket first shipped it to you. * Open a new browser window, go to http://192.168.251.1/Voice_adminPage.htm (Do not open gizmo home page first). When prompted for user and password, Enter User Id: admin & Password: slapshot (Valid for V3.0.77, V3.0.75) * Now disable provisioning (If you still have phone service, then taking this step will disable the service. Take this step only when you are ready to move to another VoIP provider) Go to Menu –> IP Network —> Provisioning Setting and Uncheck Enable Provisioning. Click Save & Reboot. Click OK to warning. At this point of time, your gizmo should be unlocked and ready to be used with any service. It seems that disabling provisioning is a reversible step. Our service was working intermittently but stopped working when we disabled provisioning. We checked the provisioning box again and our (intermittent) service was back up. There is some more guidance here.

8. What to Expect: Packet8 is supposed to contact the customers. There were news items that customers will lose payments (see here) and that they will be transitioned to other providers (See here) * SunRocket (ex) technical support reps report that gizmo config files are updated every friday and valid for one week. If this is true, then it's lights out on friday for those of us who still have the service. * By the way, did anyone read SunRocket's hilarious "Member Bill of Rights" ? It says: Dignity & Respect: You will be treated with the utmost dignity and respect in all dealings with SunRocket and company personnel. Integrity & Trust: We endeavor to fully inform you of available options so you can make timely and informed choices. We will never abuse your trust through deceit, exploitation, neglect, manipulation, or discrimination.

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