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Vonage I've been a Vonage user since May 3, so about six weeks. In that time we've had five
I've been a Vonage user since May 3, so about six weeks. In that time we've had five different outages, which seems absurdly high to me. The symptom is that when you pick up the handset you get a fast busy tone. It's not "no dial tone," but the effect is the same - you can't dial out and people calling in go direct to voicemail. I have two lines, and four of the five times this problem has only affected one of the lines.
The first time this happened I called support. I spent close to two hours following the directions of the support person, rebooting the Voip adapter, rebooting my router, switching phone lines, resetting the adapter to factory defaults, etc. In the end the problem was diagnosed by the second level support person as a provisioning problem and fixed.
On subsequent occurrences, not wanting to spend hours on the phone, I have emailed support with the problem description. Three times I got a note back the next morning indicating that I should reboot my adapter. When I did, the problem was fixed. One time I never got any response and the problem was cured in the morning without any rebooting at all.
I can't deal with weekly outages to phone service. I don't know if there's anything I can do on my end to improve reliability or if this is just the way it is with Vonage. I'm not at home, so I cannot present all of the technical information requested for help posts, but I can tell you this much:
1. Your location - La Habra Heights, CA (Los Angeles County)
2. Your ISP name and type - Time Warner Cable
3. Upload and download speeds - unknown, but it's the Roadrunner extreme offering, so on the order of 5M down / 768K up
4. Modem make and model - unknown
5. Type of Vonage adapter used - Motorola VT2142
6. Setup of Network - Cable -> SMC Barricade router -> Motorola VT2142
7. Issue you are experiencing - see above
8. Run this Voip Test: - can't from current location
Since the problem often affects one line while the other works fine, I have trouble seeing why anything I do on my end is going to make life better. But I'm hoping the veterans out there might have some ideas. Thanks.
- Jeff
Read The Full Thread: Reliability -- frequent service outages
• Jeff,
While its hard to say I do have one question to start things off. Is it
• Good question. The first time this happened it was the "home" phone line that was
• If your phone adapter was unable to register to the Vonage network, you would receive
• The home line is plugged into the house wiring. The office phone is directly connected.
• When you hooked up the Vonage line to your home wiring did you disconnect the NID?
• Yes, I disconnected the wiring at the NID.
- Jeff
jallison posted "I've been a Vonage user since May 3, so about six weeks. In that time we've had five" on 06/18/2007 |
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