Servers not recognizing my router/adapter, anyone else.

Posts: 18

I'm a new Vonage customer who received my equipment on Wednesday. Since then it has been a nightmare trying to get this problem resolved. Partly due to my circumstances, partly Vonages problems. You see, my PC etc is in my basement and my cell phone does not work well down here so the 7 or more techs I was speaking to would get discoed just as we are trying to resolve the issue. Then back on hold I would go, in excess of 240 mins now on my cell, no exageration. Tried giving my cell # to one of the first techs and was told they could not make outgoing calls. Finally I got a couple of helpful techs who OFFERED to call me back. So far Vonage has not earned their 39.99 activation fee! Anyway, the last tech is telling me that the servers are getting my provisioning requests from the equipment but they are not recognizing the device. Is anyone else having this problem or can anyone shed more light on this for me? I have been issued a maintenance ticket and told the issue would be resolve within 24hrs. Is this realistic?

Mr.

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

It's hard to say how realistic it is. Given that the technicians tell you that they see the device but don't recognize it, it's clearly a Vonage issue that only they can resolve. (I'm assuming that you "received" the device from Vonage. Is this correct?)

If it's not fixed within the 24 hours, I'd call again. But do it from wherever your cell phone works well. Demand to be connected to a tier 2 technician, citing what you've already been through. There's no point in you sitting in the basement with a flaky connection while they repeat tests that they've already done.

Posts: 18 · Posted: Wed Mar 08, 2006 8:35 pm Post subject:

Hi Steve,

Since my last posting, my service problem was escalated to tier 3 on Monday evening. Giving them 48 more hours I contacted them again on Wednesday, my 6th day since receiving my device. At that time it was decided that a new device will be sent out, but according to the agreement I have to return the defect on my dime! They are shipping the new one overnight, if thats a consolation.

Anyway, my RTP300 is being replaced by a RT31P2, would you know if this is a step up or step down?

BTW, it was showing up on their end as "UNKNOWN TYPE". Apparently there is allot of these out there, thats why I asked it there was anyone else dealing with this.

As I told Vonage in an email; I understand things like this happen, I was a field cable tech and there were many times I had to swap out faulty modems and digital boxes but it didn't take 6 days to determine that it had to be done. Still, I am still looking forward to the service but I really don't belive they earned their activation fee on this one.

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

mrbreeeeze wrote:

Hi Steve,

Since my last posting, my service problem was escalated to tier 3 on Monday evening. Giving them 48 more hours I contacted them again on Wednesday, my 6th day since receiving my device. At that time it was decided that a new device will be sent out, but according to the agreement I have to return the defect on my dime! They are shipping the new one overnight, if thats a consolation.

Anyway, my RTP300 is being replaced by a RT31P2, would you know if this is a step up or step down?

BTW, it was showing up on their end as "UNKNOWN TYPE". Apparently there is allot of these out there, thats why I asked it there was anyone else dealing with this.

As I told Vonage in an email; I understand things like this happen, I was a field cable tech and there were many times I had to swap out faulty modems and digital boxes but it didn't take 6 days to determine that it had to be done. Still, I am still looking forward to the service but I really don't belive they earned their activation fee on this one.

I'd have to agree. I consider the RT31P2 a step down- it has only 3 LAN ports versus the RTP300's 4 for example- and it's not what Vonage is currently offering as the latest equipment. Still, it should serve you well.

Once you're up and running, you should call the business office and raise a stink about the poor service and the router return charges. I doubt that they'll give you any money back, but a service credit is another matter, and just as good if you stick with Vonage.