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Theresa
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PostPosted: Sun Feb 19, 2006 10:33 pm    Post subject: Reply with quote Back to top

Hi all... Thanks for your help so far. The saga continues.

Another hour and a half with tech support, I was sent on to teir two. Now I'm being told there's nothing wrong with my Vonage router, but that my modem has a firewall on it and the ports need to be opened. I did establish that my modem is an Ambit U10C018.

The ports needing to be opened are the ones listed here: http://www.vonage.com/help.php?article=89

Checked out the Ambit manual and I don't see any way to configure the ports. We dialed in to the status page for the modem and it doesn't seem to be configurable there either. We're worried that we'll have to buy another modem. Does anyone else have experience with this?
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navydavy2001
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PostPosted: Sun Feb 19, 2006 10:59 pm    Post subject: Reply with quote Back to top

Ports in the modem? All, correct me if I'm wrong, but something at that point, between the modem and the cable company's equipment, would HAVE to be in the cable companies purview, not the customer.

My take is either, something's not right in the RTP itself, or there's shenanigans going on at her ISP. Thoughts? Anyone else have Charter Cable in the St Louis area that can report if they are ok?

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VonageTPA
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PostPosted: Mon Feb 20, 2006 12:04 am    Post subject: Reply with quote Back to top

Your best bet is to contact Charter and ask them how to deal with that particular cable modem. I've never encountered one of those and aren't sure what the setup screens for it would look like.

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navydavy2001
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PostPosted: Mon Feb 20, 2006 1:09 am    Post subject: Reply with quote Back to top

According to the Ambit's User Guide, there is nothing that a customer can do besides view data.

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Steve48
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PostPosted: Mon Feb 20, 2006 7:46 pm    Post subject: Reply with quote Back to top

I still don't understand dead silence when plugged into either phone port.

Theresa, normal behavior for the RTP300 is to give you a message warning that you're plugged into the wrong phone port if you plug into the one for which the light is not lit. If you talk to Vonage CS again, ask them why, if the adapter isn't bad, you're not getting that message.

You say that the phone 1 light it always on. Does it come on immediately when you power up the RTP300 or does it take awhile? The latter would be normal. Immediate would be abnormal.

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PostPosted: Mon Feb 20, 2006 8:48 pm    Post subject: Reply with quote Back to top

The messages are acutally phone calls to Vonage's servers, so if the original poster is experiencing trouble with calls, these messages will also fail. If the Vonage adapter isn't able to reliably connect to the Vonage network, it also will pull dial tone. I believe the adapters poll the Vonage network every minute or so.

The orignal poster's Voip test scores were barely within acceptable range. I'm curious to see if they show even worse now than before.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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Steve48
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PostPosted: Mon Feb 20, 2006 8:59 pm    Post subject: Reply with quote Back to top

Ouch! Thanks for the correction. I was under the severe misunderstanding that the "wrong port" message was generated internally by the adapter. This changes everything.

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PostPosted: Mon Feb 20, 2006 10:34 pm    Post subject: Reply with quote Back to top

I'm not sure what the various devices show when the "wrong port" message is playing. I know the RTP300 doesn't show anything on the Phone light when the message is playing, but the Internet light blinks away.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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Theresa
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PostPosted: Tue Feb 21, 2006 4:05 am    Post subject: Reply with quote Back to top

Thanks all, we'll be calling the cable company tomorrow.
Quote:
The orignal poster's Voip test scores were barely within acceptable range. I'm curious to see if they show even worse now than before.
I re-ran the test, my overall score is still the same. But you say I'm barely within acceptable range... Do you think I'll have bad service even if I can get it going? Confused

If we're not able to get a solution from the cable company, I have to say I'm dreading calling tech support back. I've called three times at over an hour a pop, talking to someone literally halfway around the world who is difficult to understand. It's been frustrating.

The good news is that my number was ported from T-Mobile very quickly (about 10 days). Smile I'd read where others had trouble with T-Mobile.
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 4:32 am    Post subject: Reply with quote Back to top

Steve48 wrote:
I still don't understand dead silence when plugged into either phone port.

Theresa, normal behavior for the RTP300 is to give you a message warning that you're plugged into the wrong phone port if you plug into the one for which the light is not lit. If you talk to Vonage CS again, ask them why, if the adapter isn't bad, you're not getting that message.

You say that the phone 1 light it always on. Does it come on immediately when you power up the RTP300 or does it take awhile? The latter would be normal. Immediate would be abnormal.



The error message comes from a call made outbound to the sip address 666@[ONE OF THE SIP SERVERS]. the message is not located on your device, so if a firewall is blocking RTP (real time protocol, the protocol your actual voice travels over) you won't hear any audio. HOWEVER, if phone 1 is lit, the dialtone is generated by the device, and you should have dial tone if you plug a good phone in to it.


VonageTPA wrote:
I believe the adapters poll the Vonage network every minute or so.



every 20 seconds


Theresa wrote:


If we're not able to get a solution from the cable company, I have to say I'm dreading calling tech support back. I've called three times at over an hour a pop, talking to someone literally halfway around the world who is difficult to understand. It's been frustrating.


How did you stay on the line with India for over an hour? In my experience they've tried only the simplest troubleshooting and sent calls to Advanced Install in NJ. Next time, if they don't transfer you to NJ, tell them you were working with advanced install and need to be transferred.
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