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ILLLLM Posted:
I have a Cox
connection. Vonage
router is hooked
directly to cox
modem. Cox
Download
...

In The Forum:
Vonage
Topic:
Calls dropping every 5 to 10 seconds
On Nov 25, 2014 at 14:24:54

Sxandy Posted:
so that would mean
even if the number
is already with
another phone
provider i can
...

In The Forum:
LNP – Local Number Portability
Topic:
Mitel 3300 CXi connections
On Nov 12, 2014 at 06:04:12

mknopick Posted:
We have a part
time vacation home
that we use. Can
I take my Vonage
adapter to that
...

In The Forum:
Vonage
Topic:
Taking Vonage adapter to vacation home
On Nov 09, 2014 at 09:50:11

Whitmarsh Posted:
This is an update
to my previous
post. After
many emails and
phone calls, I
...

In The Forum:
Vonage UK
Topic:
Vonage messes up date/time on Panasonic DECT phone
On Nov 08, 2014 at 10:23:24

Whitmarsh Posted:
The 'Vonage box'
is a Grandstream
HT-701 ATA. If
you download its
Used Guide, you
...

In The Forum:
Vonage UK
Topic:
Witholding Caller ID from display and the BT 1471 service
On Oct 26, 2014 at 00:04:03

Whitmarsh Posted:
I have just
installed a V
system and it all
works fine except
for the date/time
on
...

In The Forum:
Vonage UK
Topic:
Vonage messes up date/time on Panasonic DECT phone
On Oct 22, 2014 at 09:41:43

TUBSUB Posted:
Vonage router does
not recognize a HP
2270DW printer.
Current setup is:
Comcast-modem
...

In The Forum:
Vonage
Topic:
HP Printer setup issue
On Oct 05, 2014 at 15:28:26

eltonlight Posted:
Is this supported
by Iphone6? I am
just curious.
...

In The Forum:
Vonage
Topic:
Use with iPhone, and switch to data-only plan?
On Sep 24, 2014 at 05:06:04

Jesse641 Posted:
Hi, I have Skype
installed on PC,
but I use it
mainly to talk for
free. Otherwise
...

In The Forum:
Vonage
Topic:
Click to call iPhone App
On Sep 06, 2014 at 13:27:05

UncleDuck Posted:
The quality of
voicemail has
deteriorated to
the point that it
requires listening
...

In The Forum:
Vonage
Topic:
Voicemail Quality and Playback Issues
On Aug 19, 2014 at 17:20:01


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mrkafel
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Joined: Jan 25, 2006
Posts: 5

PostPosted: Wed Jan 25, 2006 1:46 am    Post subject: Need an alternative to Vonage help desk Reply with quote Back to top

I'm on my seventh call to the technical help desk about my Linksys RT31P2 router. We had a power outage last week and the Vonage service has been down since. The internet portion of the router is functioning fine, but the phone adapter is not connecting. Two factory default resets and several reboots later , the router still doesn't provide a dial tone. The phone adapter lights on the router just wink on and off every three or four seconds. My problem is compounded by living in a rural portion of California that has very poor cell phone service. I have trouble maintaining a cell call to Vonage customer service. My cell phone will drop it's connection while moving between the router and my computer while talking to the tech. I end up having to call back and start over from scratch. When I try calling from my work landline, I usually end up with a help desk person telling me I need to call from home. Kind of a catch-22. It's getting a bit old.

I think the help desk and I have exhausted all the possible fixes available through the several attempts at contact. I need to get my hands on a new router. Is there better way of doing this? Can I use an alternative phone number to access somebody else outside the traditional customer service route?
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Pepperoni
Vonage Forum Master
Vonage Forum Master


Joined: Mar 17, 2005
Posts: 164
Location: Ann Arbor, Michigan

PostPosted: Wed Jan 25, 2006 3:44 am    Post subject: Re: Need an alternative to Vonage help desk Reply with quote Back to top

Try reposting with a better subject line.

"The Subject Line Is Important. Never use the words: Please, Help or Vonage in the subject line. The subject should be relevant to the topic or question. Ideally the subject line should be able to summarize the question. Using a relevant title will greatly increase the chances of an answer. An example of a bad title is: PLEASE HELP ME! An example of a good title is: WRT54GP2 and telnet timeout settings. Using all CAPS or BOLD is not allowed"

_________________
Pepperoni
Ann Arbor, Michigan
Softphone
CyberphoneK / Plantronics headset
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Murr2k
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 13, 2006
Posts: 16

PostPosted: Wed Jan 25, 2006 4:44 am    Post subject: Reply with quote Back to top

Vonage is a good and cheaper alternative to the usual landline telephone service, but it's not for everyone. If you have to depend on a phone for safety or security, or for business where time and money could be lost, just get service from the local phone company and stop messing around. That's my opinion.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Wed Jan 25, 2006 8:10 am    Post subject: Reply with quote Back to top

If all else fails, call the customer service number, and follow the prompts to cancel service. You will be connected to a "customer retention" rep who is assuming you want to leave and may have more leeway to keep you.

Explain exactly what you did here - because the symptoms point pretty clearly to a fried phone side of the adapter. If it is under warranty, then they will most likely swap it out. If not, then you'll have to buy a new one, or they may make an exception if you're really nice to them, but stick to your guns about canceling if they can't swap the unit.

If you know of anyone else with broadband and a phone line, you can take the device there. Ask your employer about doing a quick hookup on your lunch break or after hours - depending on their firewall, Vonage may actually be able to see your unit from there, especially if you have a friendly network group who can put your router out on the DMZ for a while.

Worst case (meaning you lose your phone number), you can cancel the account and get a new adapter and start a new account.

I'd highly recommend a UPS for your Vonage device. Put it and your modem and other low-powered equipment on it and you don't need a very big one. I'm running my cable modem, laptop, speakerphone, router, and Vonage router off an APC Back-UPS 500 ES and I've got plenty of capacity to spare.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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mrkafel
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Joined: Jan 25, 2006
Posts: 5

PostPosted: Wed Jan 25, 2006 10:01 pm    Post subject: Reply with quote Back to top

Sorry about the subject line, but that's what the request is. I want a better resource than the current help desk at Vonage.

I can live with the fact that the Vonage system is not fallible. Neither is the local phone company. My phone service was not very good with the POTS. Vonage was/is an improvement. I don't expect to have to repeat myself to a help desk person eight or nine times to get help. There's no cumulative trouble call being created when you call their help desk. The tech just starts from scratch each time you call. That's not right. The techs should be able to look at a trouble call log and see the history for the account. That would be a better way to ensure high customer service.

I could go to the local Staples and buy a new router and have the MAC changed on the service. But the stores only stock the more costly wireless router/adapters, so I'd be stuck with paying and extra $40 for features I don't need.

One thing that strikes me as funny. The techs always insist that you call from the router, so they can walk you through the troubleshooting steps. How is one supposed to do that if you don't have a phone working?

I've had an UPS on the equipment since day one. I've been through several power outages with this system in place. The router always came back to life. Last time the power came back up, the router didn't recover.

Enough carping. I'm going to try to use my cell phone one more time with the help desk. If this doesn't work this time, I may be calling customer support to cancel my account. That might get me a new router.
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dslam
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Vonage Forum Associate


Joined: Jan 20, 2006
Posts: 14

PostPosted: Thu Jan 26, 2006 6:47 pm    Post subject: Reply with quote Back to top

yah. I can't access voicemail. I am not calling customer service or ts Smile
I have an answering machine, and I'll make due. Those guys may or may not be good technicians, I've never had to find out. I can tell you that they don't care, avoid issues, hang up on pepole, treat people rudely, etc.
Who knows it might take 2 seconds to get voicemail, but no thanks. I prefer my Vonage without the side of abuse and apathy.
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mrkafel
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Joined: Jan 25, 2006
Posts: 5

PostPosted: Fri Jan 27, 2006 12:01 am    Post subject: Reply with quote Back to top

Well, ninth time was a charm. I got a tech who actually found my call log and read it. Got him to agree that it was a bad Linksys RT31P2. I was informed that my router was out of warranty and that I'd have to purchase another. I gave in and bought one from Vonage. I later went through my owner's manual and papers. Found out that the router has a year warranty. I've only been a customer for around six months. I have about six months left in the warranty period. I placed a call to billing. Sounds like they operate out of the same office as tech support. I explained the situation and request a refund for the price of the router (I'll give them the shipping.). I was told I'd be hearing from somebody higher up the chain of command in a few days.

Keeping my fingers crossed.......
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sinceMay2004
Vonage Forum Master
Vonage Forum Master


Joined: Feb 28, 2005
Posts: 193

PostPosted: Sun Feb 19, 2006 11:45 pm    Post subject: mrkafel Reply with quote Back to top

What happened?
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mrkafel
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Joined: Jan 25, 2006
Posts: 5

PostPosted: Mon Feb 20, 2006 3:14 pm    Post subject: Reply with quote Back to top

Well, my wife called the customer service folks a couple of times (From the new RPT300 router we received.). We found a rep who wanted us to scan our old router's warranty statement from the manual and email it to them. We did this and also sent a scan of our welcome letter. The customer rep said we had a case and told us to send back the old router to the Vonage depot in Ohio. We did and sent our FedEx tracking number to the rep as instructed. After I didn't hear from Vonage for about a week or so after they received the old router, I sent off another email to the service rep. Again, the rep requested the FedEx tracking number (Which was already sent.) to verify that receipt of the router. Once verified, I would be getting a credit for the router I just purchased. It's been a couple off days since I sent the FedEx number. Still haven't seen a refund.

It's concerns me a bit that Vongae can't determine when I started the service and what the warranty terms on items they supply to you. They should have that info on hand.
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summerluv
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Joined: Feb 20, 2006
Posts: 7

PostPosted: Mon Feb 20, 2006 3:18 pm    Post subject: Reply with quote Back to top

Ahh, that sounds like what the problem is with MY router. It blinks like yours and doesn't ever get a dial tone. I'm just going to cancel my service with them since I can get Optimum Voice with a free router instead of having to buy a whole new one. At least with Optimum Voice if the router fries they give you a new one, they don't make you pay for it. I noticed that Vonage's website says they offer a 30 day warranty on routers which is absurd IMO.
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