How long does a MAC adress activation take?

Posts: 6 · New Forum Member Joined: Jan 29, 2006 Posts: 6

Hi all,

yesterday I signed up via phone for Vonage. Because of a better deal, I bought the Phone Adapter (Linksys WRTP54G) at Circuit City.
Today morning I called customer service to provide them the new MAC-Address and also the S/N from my Voip Router.

Since I did the highly recommended FW Update from 1.00.20 to 1.00.37 (see at Linksys technical support AnswerID 2607 "Linksys WRTP54G Required Firmware Upgrade for Vonage®") and a powercyle the router iitselfupdated aautomaticallyto 1.00.60 and the the Voip Status (Router MMenu-> Status - "Voice" Tab) changed from

Provisioning Status: Provisioning failed
to
Provisioning Status: Provisioning succeeded

When I connect my phone (it's a Panasonic 2.4 GHz cordless phone) to the "Phone1" Port I still get the message that my phone maybe still connected to the wrong phone port and I should try the other one (what I did, too) and if the issue still persist I should check my Account status online.

My account status is active.

Does the "Provisioning Status: Provisioning succeeded" actually mean that Vonage has updated the MAC Address in their system?
When should my phone line work?

Best Regards

Niels

Posts: 3198 · Posted: Sun Jan 29, 2006 6:19 pm Post subject:

does it have a number listed under Line1 status? or is your phone light lit up? I'm guessing the answer to both is no and the answer to the mac address question is that it wasn't updated. try going to vonage.com/activate there should be an option to say "I have an existing account and want to upgrade my device"

Posts: 6 · New Forum Member Joined: Jan 29, 2006 Posts: 6

No phone lit is up on the router and there is no phone number listed under line1 status.

I will check if I can update the MAC address by myself.

Thx

Posts: 6 · New Forum Member Joined: Jan 29, 2006 Posts: 6

Hi again,

the activate-link is only for new customers. So no way the register the MAC address for an existing account. And it seems it will take a long time for Vonage to change/enter a MAC-address on an existing account. Actually it should take not longer as a few hours and not a day. to update a MAC address.

Posts: 3198 · Posted: Sun Jan 29, 2006 9:22 pm Post subject:

ok, it was only for new customers since the beginning until very recently when someone pointed out to me that you could register a new device on there even if you were an existing customer. I see it has gone away now though. you should definitely call back if you haven't yet.

Posts: 6 · New Forum Member Joined: Jan 29, 2006 Posts: 6

I guess I will call them tomorrow morning. Maybe the registriation will go through this night.
I never thought that a MAC-Address registration could take so long. Other provider can do that in 2 hours and even when you sign-up Vonage online they say it will only take 30 minutes to register the MAC Address

Posts: 39 · Vonage Forum Junior Joined: Dec 20, 2005 Posts: 39

It should not take more than a few minutes after the customer service rep enters in the new MAC Address. You should stay on the phone with the rep until your new adapter indicates you are connected.

Posts: 13 · Vonage Forum Associate Joined: Nov 12, 2005 Posts: 13

You can add a new device to a existing account via the retail activation link on home page of vonage.com

Posts: 6 · New Forum Member Joined: Jan 29, 2006 Posts: 6

after a loooong discussion with the technical support (because it still wasn't possible to add my phoneadapter to my line) I was transfeterd from the support center (seems like it is in India) to a supervisor somewhere in the US.

He said the easiest way will be cancelling this account (because it is a new account so it doesn't matte) and sign-up new via the internet webpage using the MAC-Adress from my phone adapter.

No sooner said than done I was transfered to "Customer Management". They cancelled my account and I signed-up new.

10 Minutes after the successful registration online the phone line was working. And now I'm something like a afflicted "Happy Customer".
Good things come to those who wait.

Posts: 3 · New Forum Member Joined: Jan 27, 2006 Posts: 3

Ussualy instant