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hlie
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Joined: Mar 23, 2004
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PostPosted: Tue Mar 23, 2004 6:42 pm    Post subject: Got defective Voice Terminal twice! Reply with quote Back to top

Okay, two weeks ago I got my VT1005V. Installed everything, received and made phone calls, and then for about 12 hours the device would't work anymore. It kept booting (blinked once, paused, and kept doing that). Called the tech support and got the RMA number. The new VT1005V took a week to get here (today!), and you know what, samething happened again, but this time I couldn't even get it to blink twice. It kept trying to boot up. After trying everything, I fed up and called the tech support again. I talked with a tech support in India. I know this is rude, but he knows nothing. He asked me to check my IP address on my comp, though the problem lies on the Voice Terminal. And then, this is the best part, he asked me to hold (10 minutes) and later he told me to try installing it at someone else's place. He said that it could be the electricity wiring at my place that caused it not to boot (how asinine is that). I told him that I did get it to work on my first Voice terminal though it died after 12 hours. He replied, "I've been working here for 6.5 months and this is the first time I've heard this problem and not to mention this is the second device we sent to you, so there shouldn't be any problem." I hung up on him.

I called back an hour later and talked to someone who is American. I told him everything and he laughed when I told him about the "electricity wiring" We tried to figure out the problem again, and this time (after talking for 10 minutes) he decided to RMA it again and will ship it overnight. He even gave 1 month free service. He told me that the Voice Terminal will be tested to make sure it works before sending it out to me. Now, that is great customer service. Unlike the first person who talked nonsense.

I hope the third device would work fine (crossing my finger).
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hlie
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PostPosted: Sat Mar 27, 2004 12:38 am    Post subject: Reply with quote Back to top

You know what. The CSR I talked to promised me the MTA today, and I just received the email that they are currently processing my order. **** is goin' on with them?????????

If they don't give me a credit for this month I'd be really pissed! I have only used their service for 2 hours! for 2 farking hours for crying out loud!

I dunno know if I want still using their service despite all the good things I heard about them. Not after their arrogant CSR at the beginning and was promised all of stuffs and received nothing but total BS!

Moto wrote:
Don't feel alone, I had two bad ones at the beginning, third one seems to work ok now.

Glad you got a month credit for this though
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colaco1
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Joined: Mar 25, 2004
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PostPosted: Sat Mar 27, 2004 12:01 pm    Post subject: Reply with quote Back to top

[quote="hlie"]You know what. The CSR I talked to promised me the MTA today, and I just received the email that they are currently processing my order.

I dunno know if I want still using their service despite all the good things I heard about them. Not after their arrogant CSR at the beginning and was promised all of stuffs and received nothing but total BS!
quote]


Two part reply

1. Customer service - Brian is excellent. Most I have spoken to, are good. Perhaps my luck with CSR has been good this far (except once)

2. Have an ATA but wanted to move to a MTA. Does NOT work FULL STOP. Worked with crackles for a total of 4 minutes.

does CSR read this stuff?

Plan to return this MTA.....after e-mailing CSR.

DId not realise that you guys are having problems too
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hlie
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PostPosted: Fri Apr 09, 2004 2:53 am    Post subject: Reply with quote Back to top

Okay, I give up.
Got my MTA on monday and has been working fine up until now and same thing happened again - MTA blinked once only. This is the 3rd MTA they sent me....
I noticed before the MTA died on me again that it blinked rapidly for about few minutes so I rebooted it again and then it only blinks once and stop repeatedly.
Has anybody experienced anything like this or is it just me?
I've been using Vonage's service for the past 4 days and I like it so much, but with this problem keep happening I have lost hope...
If someone could help me with this problem I'd really appreciate it.
Calling Vonage Tech support doesn't help at all, I hope someone could guide me here...
Thanks in advance
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wd5gnr
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Joined: Mar 22, 2004
Posts: 67

PostPosted: Fri Apr 09, 2004 7:50 am    Post subject: Reply with quote Back to top

Is it possilbe that the blinking is a firmware upgrade taking place and you are unplugging it during a firmware flash? The thing should have a boot block that allows that to happen but maybe it doesn't work right are you are hitting it at just the right time?

Just a wild guess...

Is it possible you have something killing the MTAs? Are you hooked up to wiring in your house? Maybe there is still Telco voltage on the lines? Put a surge protector on the phone line and the power to the MTA?

I'm just brainstorming...
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hlie
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PostPosted: Fri Apr 09, 2004 12:58 pm    Post subject: Reply with quote Back to top

You are correct. I've just found out after checking this forum that the rapid blinking was a firmware flash. I didn't know that it's a firmware flash so I unplugged it. That wouldn't kill it right? I hope that's not the reason..

No, I didn't hook it up to wiring in my apt. I do use surge protector for the power line to the MTA..

I've called tech support again last night and after an hour they decided to RMA the MTA again...

Moto, I've tried what you asked me to do here but it didn't work. The MTA's still trying to power up (blinked once repeatedly).

I think my MTA died on me again... Oh well, I guess there's nothing I could do at this point. I'll just have to wait for the 4th MTA to come and try it for the last time...

Thanks guys for all of your help. Sorry if I sound like a jerk on my first couple of posts.. I'm just tired of getting defective products all the time..

Wish me luck on my last MTA I'll try out...

wd5gnr wrote:
Is it possilbe that the blinking is a firmware upgrade taking place and you are unplugging it during a firmware flash? The thing should have a boot block that allows that to happen but maybe it doesn't work right are you are hitting it at just the right time?

Just a wild guess...

Is it possible you have something killing the MTAs? Are you hooked up to wiring in your house? Maybe there is still Telco voltage on the lines? Put a surge protector on the phone line and the power to the MTA?

I'm just brainstorming...
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wd5gnr
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Joined: Mar 22, 2004
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PostPosted: Fri Apr 09, 2004 1:55 pm    Post subject: Reply with quote Back to top

This time, don't unplug it for several hours! In theory, the device should have a boot block that would allow it to recover from a bad flash, but I don't know if it does and even if it does, that doesn't mean it would necessarily work Smile
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