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Vonage This bugs me as well, as I'm a recent Vonage customer. I signed up last week unaware





This bugs me as well, as I'm a recent Vonage customer. I signed up last week unaware of the exact lock-in method. I noted that Vonage was sending me a refurb RTP300 that would not arrive for 5 days; I had the opportunity to buy one through a fella here locally as well as I'd like to have a backup.

He had terminated his service, had paid the "exit fee" and was stuck with a piece of hardware he owned, but did not need. In my conversations with him, he basically telegraphed the experience I was going to have with Vonage in the next few days.

I called them in order to get them to move the MAC address of the router as I knew I would not be able to register it via the online mechanism.

The tier one support person actually informed me that it was active after a 15 minute "conversation". After waiting a few hours, and not seeing an line activity light on the RTP300, I deided to do some packet investigation from the router and my Catalyst switch it was connected to to verify everything was in order.

Once I determined it wasn't on my end, I called again. This time I was informed that it needed to be moved, and that it wouldn't happen for "24 to 48" hours. I was slightly surprised, to say the least. I explained very gently to her that the person i spoke to earlier had told me it was done, and that I've never heard of a case where it takes 24 to 48 hours to migrate a MAC address binding. That would have to be a legendary moment in modern networking.

She eventually granted my wish to talk to someone technical and was escalated to tier two. The engineer, a stateside fellow, was very friendly and explained that he would forward me to tier three to resolve the issue once he verified the RTP300 was from a terminated account. After being placed on hold, I was disconnected from my call. I'd been on the phone 45 minutes at that point.

I called for a third time, and after having to fight through tier one all over again, this time I got a completely different response from the tier two person. The young man told me that I could not use the adapter that I had bought, because it had been used on the network before and should not have been resold.

I immediately began to inform him that I bought the device from a terminated account, that the device since it was paid for and not on loan was the property of the previous owner to sell if he so wished, and that the hardware was now mine after purchasing it. Any rights attached to the ownership of the device were now transferred to me.

While that doesn't entitle me to use it on the Vonage network, it does tell me that unless a device was paid for at retail or acquired directly through Vonage, they were intent on denying any adapter that they did not directly make money off of.

I requested a supervisor and manager, who also reiterated that While they "used to a long time ago (this was Friday, the 31st by the way)" enable devices, they don't anymore because they can't guarantee that it will work. I was advised to wait until Tuesday when my adapter would arrive.

I found that unacceptable in the light that I had a capable, legally obtained device (unless someone shows me otherwise in the EULA; because I have NOT seen it) that was designed to work on their network. Not to mention that I was already paying for service.

At this point I informed him that I found it very hard to submit to this type of vendor lock-in, and would be reconsidering my investment (which I still am).

Suffice it to say, he forwarded my request for an activation to tier three and stated oonce again that it might take 24 hours IF they approved it; I informed him that as a network admin, one MAC address auth never took 24 hours to deal with; I had full faith that he could get this done.

Suffice it to say and my line was active within the hour. However I am very disturbed by their poor support, desire to alienate and lack of consistent answers.

I would never recommend this service to others until they change policies regarding phone adapters and aftermarket purchases, or as address here with invalid devices in retailers. I am still weighing my decision to remain with the service in spite of my success after spending close to four hours on the phone, and can imagine the frustrations of those who simply don't have the knowledge or time to deal with such things. Until I'm confident that they have taken steps to do that i'll second guess as long as (or as briefly as) I remain a customer.

KVE.



Read The Full Thread:

Bought 2 WRTP54G''s: Both have "Invalid" MAC''s


Unfortunately it's "small" things like this that will ultimately be the downfall
I bought my second router from Best Buy today and both of the routers that I have
you're using vonage.com/activate right? try another one. they've probably
They both appear to be brand new. Trust me, I have not made any mistakes in entering
you can try calling and if you get the right person they can research it and see if
I refuse to call them again.. what a joke it is... Last night i spent 2 hours on the
Sometimes the boxes are marked as being intended for Vonage. You might ask about
I was recently in Radio Shack, and they were dealing with the same exact problem
This is a side effect of Vonage's obsession with preventing anyone from selling
Hey DF: I am going to go out on a limb here, but I think this problem was a vender related

metaphyzx posted "This bugs me as well, as I'm a recent Vonage customer. I signed up last week unaware" on 04/03/2006

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