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Theresa
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Joined: Feb 12, 2006
Posts: 12

PostPosted: Tue Feb 21, 2006 12:02 pm    Post subject: Reply with quote Back to top

Quote:
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.


Every time I've called I've been asked to do the same things over and over again. Even when I explain to them that we tried it last time, they ask me to do it again. Eventually in the last call, I was sent to the person's "supervisor", clearly also in india (unless it was an indian guy in NJ). I figured that was teir two, maybe not?

He tried some of the same things, I know he tried repeatedly to get my adaptor to download the firmware. After about fort-five minutes he said that the adaptor wasn't communicating at all with their servers, and that this was because of my modem's ports... Directed me to a web page in their help files listing that listed which ones needed to be opened. He went as far as to say that if I did that the phone would immediately begin to work without any more tech support needed. I thought that was a pretty bold claim. Smile

I did get a bit cranky at the end of the call, and explained to him that I'd made 3 calls, this last one lasting over an hour and a half alone, and that each time I was repeating the same steps over and over... He said that he was going to put notes in so that whichever tech answered the phone would know what had been done.

Quote:
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.


My phone 1 line is lit, no sound. They had me repeatedly reboot the adaptor and plug my phone into line 2 (actually, when I was talking to the supervisor, nearly the entire time he had me checking line 2). When I do that, the line 2 light comes on, but no sound.

The light waits a minute before coming on after booting, and apparently depends on whichever port I have the line plugged into.
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Datahazard
Vonage Forum Master
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 1:41 pm    Post subject: Reply with quote Back to top

2 questions, are you plugged into a single phone or your house wiring? and were you ever told to manually reinstall firmware by going to httpconfig.vonage.net/the file name of the firmware? also, sometimes this happens if you put a DSL filter (I've seen them recommended here for fax lines) on the line. Usually they don't make a difference, but if they're bad they'll wreak havoc.

The way you know if you have an indian in india or an indian in NJ is if they have an indian name. if they've got a thick accent and their name is Hank or Bill, they're in India. Sad but true.
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Theresa
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Joined: Feb 12, 2006
Posts: 12

PostPosted: Tue Feb 21, 2006 1:53 pm    Post subject: Reply with quote Back to top

I wasn't able to catch any names, but that's pretty funny. Smile

A single phone is plugged straight into the adapter, there are no nearby wall phone jacks, so I couldn't go that route if I wanted to. We've tried different phone cords and different phones with the same result.

He didn't have me try to download the firmware myself, but he said at least 3 times he was having the adapter attempt to download it.
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 2:04 pm    Post subject: Reply with quote Back to top

do this: open a command window.
Click Start -> run -> type 'cmd' (no quotes) -> click OK. (just in case)

From there type the following exactly:
tftp tftp.vonage.com get test [PRESS ENTER]

then reply with the results.
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Theresa
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Joined: Feb 12, 2006
Posts: 12

PostPosted: Tue Feb 21, 2006 2:35 pm    Post subject: Reply with quote Back to top

it sits idle for a moment and then says:

tftp: don't know host 'tftp.vonage.com'
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Datahazard
Vonage Forum Master
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 2:37 pm    Post subject: Reply with quote Back to top

sorry, tftp.vonage.net not .com


My bad
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Theresa
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Joined: Feb 12, 2006
Posts: 12

PostPosted: Tue Feb 21, 2006 2:52 pm    Post subject: Reply with quote Back to top

It says:
Transfer successful: 5 bytes in 4 seconds, 1 bytes/s

My fiance called our ISP and they say none of the ports given by Vonage are blocked in our area... I've referred him to this thread so he may post while I'm at work.
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Datahazard
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 2:59 pm    Post subject: Reply with quote Back to top

can you get to 192.168.15.1? if so, click status and then the small voice under status, (not the large voice next to it).

If you can get that far, paste the "Registration Status" and the Line/call statuses here.(pretty much the whole page) the Line Status should be your phone number twice, you can just edit that out and say that its your number twice.
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Theresa
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Joined: Feb 12, 2006
Posts: 12

PostPosted: Tue Feb 21, 2006 7:19 pm    Post subject: Voice status Reply with quote Back to top

Hello, I'm Theresa's fiance. I just wanted to follow up by posting what I found in the voice tab under status:

Provisioning status: Not provisioned

Line 1 Status
Registration Status: (blank)
Call1 Status: tear down
Call2 Status: NA

Line 2 Status
Registration Status: (phone number) (phone number) Done
Call1 Status: seized
Call2 Status: NA
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Datahazard
Vonage Forum Master
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Tue Feb 21, 2006 7:24 pm    Post subject: Reply with quote Back to top

Seized many times indicates that the phone thinks it is off hook. see what happens if you unplug the phone itself then reboot the router and check again with no phone on it. repost results. also, find out what happens if you just plug the phone in after doing that, check both call1 status on line 2, and weather you have dialtone or offhook tone. make sure you're using the simplest setup. One cheapo non cordless phone plugged directly into the device.
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