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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
...

In The Forum:
Vonage
Topic:
Voicemail Not Forwarding to Outlook Accounts
On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

In The Forum:
Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
Vonage
Topic:
Looking for a ringer ameliorate
On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

In The Forum:
Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
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Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
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Topic:
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On Jul 17, 2016 at 23:42:46


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LDThornton
Vonage Forum Associate
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Joined: Jan 26, 2006
Posts: 17
Location: USA

PostPosted: Sun Jan 29, 2006 3:22 am    Post subject: Vonage customer service Reply with quote Back to top

I'm a new Vonage customer and am having trouble receiving/sending calls using a computer program called Vocaltec Iphone. Also, can not send/receive files on ICQ 2003b program. I could before Vonage. I called Vonage customer care and actually talked to an english speaking tech. I explained my problemto him and told him that my ip address had changed since installing Vonage and that I thought There should be a way to map to my old ip address. He said that my ip address was still the same and that I was mistaken. I assured him that I wasn't mistaken at all and asked him to help me figure this problem out. He then asked me if I knew anything about computers. I responded that I have been using and building them for the last 12 years. He then said that according to previous calls that I had made to customer care that I lacked computer knowledge and that I had a computer problem and not a Vonage phone problem. I knew my problems didn't happen until the Linksys RPT 300 router was connected and I know very little about routers because I never had one before. He suggested that I take my problem up with my ISP. I knew it would do no good to call my ISP about a Vonage router problem but said I would call them. Now, is it just me or did the Vonage rep belittle and insult me? I know he said that I lacked basic computer knowledge and that my ip address was still the same. I know he definately was lacking in answers and had a very rude way of saying that he didn't know how to fix my problem and to call somebody else because he didn't want to be bothered. If this is the kind of customer service Vonage has I definately will not be keeping this phone. Any Vonage reps here that would like to explain to me why I was treated this way? I should also mention that I looked at my router manual and figured out how to map the router to my isp address and can now use Vocaltech Iphone again and have talked to a Linksys rep about ICQ send file problem. Will test his work-around out tomorrow....very nice guy I might add. I'm still upset at the Vonage rep though. I hope I never have to talk to that jerk again. He needs removed from answering the phone and put in the basement where he can do no harm.
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trekologer
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Dec 04, 2005
Posts: 350

PostPosted: Sun Jan 29, 2006 4:35 am    Post subject: Reply with quote Back to top

No offense meant, but from your description of the problem you are having, it does seem that you are lacking in knowledge in computer networking and routers (which you do admit). So here is a little bit of information that you might find to be useful...

Here's your problem... when connected directly to the internet modem, your computer has a public routable IP address. In other words, the address that it had is able to be directly connected to by other machines on the internet. When you use a router, the router has the public IP address and your computer has a private IP address which is not directly accessable to another machine over the internet. In most cases, this is not a problem because the router routes the requested data back to the computer that requested it. This is called Network Address Translation, or NAT.

When you're using direct connection applications, such as the ICQ file transfer program, you start having problems. Let's say you want to have a friend send you a file over ICQ. Your ICQ program will tell your friend's ICQ program to send the file to your computers IP address which is (for example) 192.168.15.100. This is a private, non-routable IP address and the ICQ file transfer program will fail because your friend's computer can not talk directly to your own.

Well-written network applications should be smart enough to know when you've got a private, non-routable IP address (especially since there are only specific ranges of IP address that are private, non-routable ones, namely 10.0.0.0-10.255.255.255, 172.16.0.0-172.31.255.255, and 192.168.0.0-192.168.255.255), and instead send the data back to the public IP address that requested it, but that is the topic for another discussion...

To get around this problem, some non-NAT-aware programs may have special modes if you are behind a router or will allow you to specify your public IP address (that is, the IP address of the internet or WAN side of your router). You then may need to set up port forwarding on the router. To find out if this is something you need to do it would be best to contact the vendor of the internet program you are having difficulty using.
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DLCPhoto
Vonage Forum Junior
Vonage Forum Junior


Joined: Jan 15, 2006
Posts: 34

PostPosted: Sun Jan 29, 2006 7:51 am    Post subject: Reply with quote Back to top

Re: ICQ

I ran into the same problem when I installed a LinkSys WRT54G router last fall. This had nothing to do with Vonage - I just wanted a wireless network at home. One of the first things I found was that I lost the ability to receive ICQ File Transfers. I am using 2001b.

It did take a fair amount of searching of ICQ's website, but finally resolved it. You need to enable certain port triggering features in your router. I no longer have the link but hopefully some searching at their site will turn it up. They have a precise description of how to do this.

In my case, using 2001b, it was even more complicated because there is an obscure bug in this version that prevents the usual fix from working. After some Google searching, I finally came across the procedure for working around that bug and got it working.

So it's definitely an ICQ/Router issue that is causing your ICQ file transfer issues. That said, it does sound like the CSR could have been more polite according to what you have written.
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LDThornton
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 26, 2006
Posts: 17
Location: USA

PostPosted: Sun Jan 29, 2006 11:49 pm    Post subject: Reply with quote Back to top

Called Linksys again today and was directed to make a few changes to router then I went into ICQ settings on my own and played with the connection settings and now all my problems seem to be fixed. Glad to get this behind me. Thanks all for your help.
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J-Mac
Full Forum Member
Full Forum Member


Joined: Apr 11, 2004
Posts: 43

PostPosted: Mon Jan 30, 2006 2:29 am    Post subject: Reply with quote Back to top

Just a quick comment on Vonage customer service:

I've had Vonage service for almost two years now, and have really had very few instances that needed the asistance of Vonage support. In the beginning, I was always connected through directly to Edison, NJ, and the support techs were very helpful and seemed to have the time to do whatever was necessary to help me.

Lately I have noticed that Vonage's growth has, as is commonly the case, caused some growing pains in the support area.

When connected to the overseas support techs, though accents may make the two-way communication a bit more difficult than in the past, I have encountered techs who are extremely polite. Never a rude or hurried conversation. However it is apparent that they are Tier-1 support to the extreme: they are there mainly to filter out the most basic of support issues.

When I am able to get transferred through to Edison now, the support techs are definitely under a lot more pressure than I saw a year or two ago! This is, of course, to be expected with such growth.

The quality of knowledge is still there, but conversations are definitely more clipped. I'll wager that it is not nearly as pleasant a working environment as it was at the start! Of course a north Jersy accent, much like some New York or South Phila. accents, can seem a bit intimidating or even annoying to those from somewhat slower-paced locales. (I'm of the South Phila. variety myself).

But you'll get good, sound support.

The replies in this thread itself are also great examples of superb support from Vonage users. Trekologer, that was perhaps the most coherent and comprehensible explanation of IP routing and NAT that I've seen in a setting like this. I learned something there! Thank you for that. Very Happy

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