NO Internet - NO dial tone

Posts: 4 · New Forum Member Joined: Mar 03, 2006 Posts: 4

I've been without service for 5 days now. Phone just stopped working early this week. Vonage said it was a bad router and sent a new one. I've walked through the setup 5 times and I'm still unable to get a dial tone or internet through the router. I've tried to work with customer support (haha) to no avail. They said they were transferring me to level 2 but, I never made it that far (got disconnected all 3 times). They even took my phone number down and said I'd have a return call within 2 hours (that was yesterday and I'm still waiting for the call!).

Internet service works fine when computer is hooked up directly to Modem. Once it goes through the router, I do not have service. I did have the RT31P2 but now have the RTP300.

Someone please HELP!

Posts: 1179 · Member of the Week Joined: Feb 28, 2005 Posts: 1179

Amy,

giving us more information about your setup will help us help you.

Please go to the first sticky post and post us the information.

Posts: 4 · New Forum Member Joined: Mar 03, 2006 Posts: 4

Okay. First let me say that I now have the internet but still no phone.

Here's my info:
1. Your location: Hillsborough NJ
2. Your ISP: Cable/Patriot Media
3. Upload and download speeds
4. Motorola SB5100
5. RTP 300
6. Setup: Modem---->Vonage Adapter-->PC
7. no dial tone (phone line doesn't light up either)
8. Results from testyourvoip.com:

MOS 4.3 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 79.5%
Latency 0.00 0.0%
Packet Discards 0.15 20.5%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 139 ms
Packet Discards 1.2%
Packet Loss 0.0%
Loss Periods Min: 180 ms
Avg: 180 ms
Max: 180 ms
Burst Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 157 ms

Signaling Quality Post-Dial Delay 62 ms
Call Setup Time 78 ms
Media Delay 187 ms

Thanks

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

OK, test results look good. Let's talk about your setup. I gather that you had phone service for a few days with the old adapter. Is that correct? Did you change anything that you're aware of?

How are you hooked up now? Modem ethernet port to RTP300 WAN port? You say that you now have internet service. What did you change to make that happen?

Posts: 27 · Vonage Forum Junior Joined: Feb 16, 2006 Posts: 27

try unplugging everything. Then plug your only your modem in and let it sit until it is connected then plug the Vonage router in and let it get all set up, then plug your computer in. Also when unplugging wait a few minutes before plugging anything back in. If that doesn't work then you may need to make changes in the router. The XML might be corrupt.

Posts: 4 · New Forum Member Joined: Mar 03, 2006 Posts: 4

I've had Vonage service for about 6+months now without any problems. Last week I realized phone calls were being forwarded and that's when I noticed phone line was no longer working. Vonage said the router was bad and sent a new one but, even with the new router, I'm still having the same problem.

Customer care sold the internet problem last night -- they said something about the cable company blocking certain IP addresses.
He then said he was getting an unknown error message on the phone line and would have to "open up a ticket" and get back to me after he found the answer.

I'll try unplugging everything as suggested.

Thanks.
Amy

Posts: 27 · Vonage Forum Junior Joined: Feb 16, 2006 Posts: 27

I have a freind who has worked for patmedia for quite some time now and I will check with him about the blocking of ip's but very doubtful Patmedia is blocking Vonage because there are other users here. Can you login to your Vonage account on the web?

Did they try to debug it ? Did the Device actual register with thier server. I'm not sure what unknown error means. Also the new device was it a refurbished or brand new. Sometimes the refurbished ones have past user info still attached to it ( not good but fixable by Vonage). If you call back find out if they can debug it or if the device registers with their server ( error or no error) period.

Posts: 4 · New Forum Member Joined: Mar 03, 2006 Posts: 4

I cringe at the thought of having to call customer care back but, I'll give it another shot. I believe the router is brand new -- they made no mention of a refurbished one.

Thanks.

Posts: 12 · Vonage Forum Associate Joined: Jan 22, 2006 Posts: 12

Have you tried cloning the MAC address of the your PC....ISP's could just be filtering your router's MAC addresss....in the router's web setup ----> enable the MAC address clone and clone your PC's MAC address

Try doing that! thats if you havent done that already

Posts: 27 · Vonage Forum Junior Joined: Feb 16, 2006 Posts: 27

Mac spoofing is ok except everytime you ever call Vonage they have you reset your routers just keep in mind that you may need to redo the mac spoofing. (Good for two routers) DMZ would be better just don't hook up your computer to the router you have dmz'd