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Review: My First Day With Vonage, Excellent!
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Vonage Spent 4 hours last night troubleshooting SMTP mail that wasn't being received.



Spent 4 hours last night troubleshooting SMTP mail that wasn't being received. Nothing had changed in my environment and the RTP300 seemed to be working fine. After getting to the point of "check for latest firmware for the router" I ended up here for instructions on how to update it. I found this thread and, sure enough, I'm a victim of the infamous 1.01.07 release.

After a call to tech support to downgrade me back to 1.00.62, the mail started flowing again (lots of spam to delete now). I asked the tech to check the box to ensure that I don't get upgraded again, but he said that the network team does scripted updates to push out the latest firmware. "If you get updated again, call us back."

Sure enough, my router got pooched again last night. This time I got ahold of a guy who either had a cold or just came off the surfboard. He pushed me back down to 1.00.62 and again, the mail began flowing. He gave me the direct number to advanced customer service (732-528-2600) but said that they have no contact with the network team re: when they push out the updates. The guy offered to e-mail me the 1.00.62 firmware update. I asked which ports to block the update process (he said TFTP ports 69, 21, 2400), but he said the RTP300 can't block ports.

It's a darned shame that I'm going to be forced to manually reset the firmware every stinkin' time they push the 1.01.07 one to me. Maybe I'll put their number on speed dial. With enough tickets, someone will figure out there's an issue and fix it.

Edit #1 (4:10pm): A return call to the advanced customer service number resulted in a person transferring me back to technical support services (go figure).

Edit #2 (4:30pm): After some grumbling and thinking, I called tech support back as having me call or manualy back off their firmware release isn't really customer service. All I want is for someone to check a box on their end so the firmware isn't pushed down until it's fixed. The gal I got didn't buy the situation and decided to start by reviewing my network topography. After trip to the KnowledgeBase she returned to get me to set up a DMZ for my mail server. Sounds like someone's been studing for their network exam. :wink:

A second trip to the KnowledgeBase returned, "How about we try opening port 110?" Already got it. Time for advanced technical support (20 minutes later). :roll: At least she gave a valiant effort.

<Insert 17 minutes of hold music and basic troubleshooting tips here as my call is routed back to the US> Must have caught them in a shift change.

I finally reached a poor soul who had to listen to my story (what's the use of 1st level support if they don't transfer my information to them?). It sounded as if he'd heard about the problem before, but needed to check with someone else as to what they're doing with us poor schleps.

After a few minutes, he returned to tell me that this is a known issue and they are working on a new (fixed) firmware release. He offerred to e-mail me the 1.00.62 firmware so I can manually downgrade my router if their nightly script pooches it again over the next few nights, but then put me on hold for another 5 minutes to check something else.

Final resolution => Vonage is sendig me a new Motorola VT2442 device as this device doesn't have the issue.

Total call time: 63 minutes



Read The Full Thread:

RTP300 Firmware Version: 1.01.07


RTP300 Firmware Version: 1.01.07 - are there any release notes available?
Sometime within the last week (probably last few days), the services I expose
meatpop - Yes, you can probably revert your firmware, but Vonage will simply
Thanks for the info, Nate. I went ahead and buried the RTP300 behind my WRT54GL
There is a button "hidden" behind the Cisco logo on the left side of the front of
I am in the same situation. I have an RTP-300 and use Comcast high speed. Unfortunately,
gfilicetti - Frankly, while the RTP300 and WRTP54G are really great Vonage
Nate, Thanks for the reply. Since my last post I called Vonage and informed
I think they'll honor that, as long as the rep has done it properly. Vonage reps
I just got my firmware downgraded also. I was told that if they downgraded the firmware

brattosa posted "Spent 4 hours last night troubleshooting SMTP mail that wasn't being received." on 09/22/2006

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1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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