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Vonage We've been Vonage customers since 2003. We've really not had to even think much



We've been Vonage customers since 2003. We've really not had to even think much about the service for the last few years, since we moved to this house four years ago and took over the wiring. Back "in the day" I can remember changing out Vonage devices all the time, having to reboot the modem daily, being excited when we finally got caller id, etc. BUT now we're having a problem that so far almost 3 hours with tech support doesn't seem to be fixing.

1. Modem, just installed an SBG900 (motorola with onboard wireless router). Previous Modem was an SB5100 and we had a linksys wireless router beHIND the Vonage linksys router.
2. Vonage device, VDV21-VD. Just installed it. Problem with outgoing audio started with installation of Modem, however, and existed with our old Linksys RT31P2 as well the moment the new modem was provisioned.
3. Comcast High Speeed fat pipe. 10,000kbs down/1600 kbs up

PROBLEM:
On INCOMING CALLS ONLY, INCOMING audio drops out after 10 to 15 seconds. Does NOT drop on OUTGOING CALLS.

MEASURES TAKEN on 9/2/08:
1. Opened the firewall on the modem.
2. Tier 2 tech on 9/2 worked for about an hour. I asked about opening ports. He said not necessary. Finally, with whatever he did, the problem was resolved and we thought all was fine.
3. After the problem was resolved, noticed all caller ID info was coming in as "unknown." Didn't worry; thought it might take a bit to right itself and didn't want to spend anymore time on phone with support.
DEVELOPMENTS AND MEASURES TAKEN ON 9/4/08:
4. This morning, the Caller ID info came back - and simultaneously the problem with dropping incoming audio returned.
5. Called support - only complaint I have here is the Tier 1 dude kept me on the phone for OVER AN HOUR and would NOT listen to me. Blamed speed, phones, everything but sunspots and global warming. FINALLY, when I was about to lose it completey, upgraded me to Tier 2.
6. Tier 2 dude had me assign a static IP to the Vonage box.
7. Tier 2 dude had me open ports 5060-5061 and 10,000 to 20,000. We tested and it worked.
8. My husband called about 30 minutes later, problem had returned. Checked the modem and the static ip was still intact and ports open.
9. At this point, I've put the static IP for the Vonage device in a DMZ. I just was able to receive a call, finally. Not really feeling great about having it in the DMZ in case people can back-hack from it to my other devices.

Long story, but does anybody have any idea A, why this is happening and B, of other ways to rectify the problem?

thanks in advance,
laurel

edited. my error. It's INCOMING audio that drops; Outgoing audio remains. Again, only on INCOMING calls. Both incoming/outgoing fine on outgoing calls.



Read The Full Thread:

Incoming Calls, Incoming Audio drops after 10 Seconds


Your problem is caused by the Motorola SGB900. It has a firewall that interferes
thank you, but as you can see in my original message, the first step we did was opened
1. DMZ does not bypass the firewall, it just forwards all ports. 2. Caller ID
Right now it appears to be working. Except for any potential security risks, it
Most routers consider NAT (network address translation) to be a firewall. It
phone has worked fine all afternoon. I do have some slight echoing, which I didn't
You don't want to turn NAT off because if you do, it won't function at all.
no, I wasn't going to turn it off. Was considering a NAT pass-through but I guess

Laureltn posted "We've been Vonage customers since 2003. We've really not had to even think much" on 09/04/2008

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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.

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