Actually, I've had a uniformly unpleasant experience with Sunrocket support, George. I didn't intend to "bash" but if I come across as doing so, it's not because I came across *one* CSR that was unfamiliar with my needs...it was because I've received ubiquitously disastrous levels of support from SR from the beginning.
If you go over my earlier posts in detail, the problems weren't with my unconventional setup. My unconventional setup was what I eventually got working, by myself, with no support from them, even though their sales people *specifically* said that my unconventional setup would work fine. They never mentioned not being able to support it, but whatever.
*All* of my issues with sunrocket support were when I was down in the basement, connecting the gizmo first before and then after the router, according to the whims of my several tech support people. I'm still not sure what the problem was...all I know is that I connected it downstream of my computer, tried ICS, and then left it alone for the night when I gave up on it...and in the morning, I had a dial tone. This suggests to me that it simply needed a lot more time than expected connected to the internet, downloading firmware / patches to get it up and running. I have not tried to reconnect it downstairs, though I assume that this would now work fine...it suits my needs where it is at the moment. If I find that call quality sinks to unuseable levels, I'll consider moving it again.
If their service / gizmo had worked the way they intended, and how they claimed, from the beginning, I would have had no problems at all. This is my first note. My second is that if their CSR's had been better trained, and if they had had a system for escalating calls (I understand that this has at least partially been addressed now) my experience would have been infinitely better. And lastly, if their sales people didn't feel the need to say anything and everything to make a sale, I would have had a much better idea of what to expect.
I went into this knowing that I would have to do a lot of work on my end to get this working. All I really needed to know was if VOIP would work well over a wireless connection...their sales people said "sure" while their higher-level tech said wifi is too bursty for VOIP, and there would always be problems related to that. Further, if their product or their service had reached acceptable levels, my unconventional setup would have been as easy to implement as their conventional one...which they couldn't get working for me, despite several hours of calls over several days with several different people on their end.
Despite all of this, I still haven't quit SR. I add this just to allay accusations that I'm looking for an excuse to bash the company. I'm unhappy with their support, and was led to believe that things may have been improving...but my recent call to them indicates otherwise. Still, the fact that I have some form of home phone system for this price, and am never faced with a bill, is worth the price, to me. Of course, I reserve the right to complain about the company when their support levels are abysmal.
If my last call to them was such an extremely exceptional case, as you suggest, then I apologize...my critique may have been premature. I think it was a logical conclusion for me to arrive at, however, based on my experiences with them so far.
I'm confident that I'll find the time to call them again today, and that I'll eventually find a CSR who'll get this working for me. That's good enough for me. Incidentally, thanks for your note on voicemail forwarding (and the difference between this and voicemail notifications) ...it's working fine for me now.
Dave.