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pos_user
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Joined: Mar 13, 2006
Posts: 19

PostPosted: Tue Mar 14, 2006 10:52 pm    Post subject: Linksys RTP actually died on me, within 24 hours. Reply with quote Back to top

Hey guys, Yes im the new guy who has been testing all different ways to setup the Vonage router within a home network with an existing router...I've been trying different techniques and methods of routing to get the best call quality out there...

Everything was fine when I went to sleep last night, but when I got home from work today (you'll notice i posted during the day)....the Vonage router had no power to it at all. So i unplugged/replugged, tried different outlets, different surge protectors, used one of my 10 adapters for other linksys routers that i've used (5v output dc)...and only a green light for 1 second, then shuts off.

Looks like this board is fried, not sure how or why, but it fried.

So i call support....of course I cant understand them....why would I expect anything different .

After about a half hour of the support rep asking me if Im able to use a phone on the Dead router, and after me telling her that she's answering her own question...HOW CAN I USE THE PHONE ON A DEAD ROUTER?

and about 10 other useless questions...which is fine...protocol/procedure has to be done, whatever.....the thing that i hate is that when common knowledge wants to take over, they support reps "over seas" still go through the troubleshooting techniques, asking me to unplug and replug the ethernet lines into the router...

I tell her, there is NOTHING plugged into the router, just the adapter from router into the wall, and then she asks why...LOL.

anyway, she is processing a RMA right now as we speak, and she said I have to return the router within 14 days, once Vonage receives the router, they will send me another?

Is that possibly true? I have to wait for them to receive my DEAD ROUTER? before they can send me a new one?

I also asked her if i have to pay for shipping to Vonage, and her answer was a quick YES.

So i have to pay for shipping for a router that died, when I already paid shipping for a working router? So because the router died on me, its my responsibility to pay shipping on a router that was defective?

Usual RMA process is they send the equipment first with a return label, once I get the device....THEN I HAVE 14 days to return the router or I will get charged for it.

Does she not know what she is talking about , or does Vonage really have that bad of an RMA procedure?

Anyone ever had to return a defective/doa unit before? did this happen?

Also, the thing that kills me, is that it worked all day yesterday?


Last edited by pos_user on Tue Mar 14, 2006 11:01 pm; edited 1 time in total
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LuisPR
Vonage Forum Master
Vonage Forum Master


Joined: Oct 08, 2004
Posts: 292

PostPosted: Tue Mar 14, 2006 11:01 pm    Post subject: Re: My LINKSY RTP actually died on me, within 24 hours. Reply with quote Back to top

pos_user wrote:
...there is NOTHING plugged into the router, just the adapter into the wall...


I do not have the answers to your other questions, but this is how your fried your adapter.

You obviously still have telco volts coming into the home wiring
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pos_user
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 13, 2006
Posts: 19

PostPosted: Tue Mar 14, 2006 11:03 pm    Post subject: Reply with quote Back to top

LOL, my router is not using the TELCO lines...

I had a phone cable plugged into the BACK of the router, i was not using the TELCO internal wiring. which I unplugged anyway.

When I said ADAPTER. I meant power adapter into the wall, from the router. thats all that was plugged in. Power cable from router to wall, and not getting any juice.
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LuisPR
Vonage Forum Master
Vonage Forum Master


Joined: Oct 08, 2004
Posts: 292

PostPosted: Tue Mar 14, 2006 11:07 pm    Post subject: Reply with quote Back to top

Well then with a 99.99% MTBF I am sorry to say that you are number .01%

Smile
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pos_user
Vonage Forum Associate
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Joined: Mar 13, 2006
Posts: 19

PostPosted: Tue Mar 14, 2006 11:13 pm    Post subject: Reply with quote Back to top

i know...s.ucks.

I had better chances of winning the lottery than having a LINKSYS die on me in 24 hours.

LOL.

after all the worrying that I had about sending the box first...etc.

I just got an order confirmation via email that they will be shipping out a new router tomorrow, and I have to return mine within 14 days.

So she was incorrect...as long as you return the box within 14 days...you're ok.

If it wasnt for bad luck, i'd have no luck at all Smile
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VonageTPA
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Wed Mar 15, 2006 2:10 pm    Post subject: Reply with quote Back to top

From what I've seen, they're very leinient about the 14 day policy... their shipping depot gets a bit busy at times and they know this, so a few days here or there isn't going to get you charged for it.

_________________
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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al6sgallet
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Joined: Jan 22, 2006
Posts: 2

PostPosted: Wed Mar 15, 2006 11:14 pm    Post subject: Router hitting the dust Reply with quote Back to top

Hey you sound like you are having fun too. When I got Vonage 1 1/2 yrs ago I got my RT312P router and cut the phone wires to SBC and had mine up for about 2 hrs and then no more dial tone. Just the 2 flashing tele ports. I did receive a replacement with not to much down time and no hassle. It worked until about 10 days ago. I got the same run around lke you did. The girls and guys telling me to reset, unplug and 4 levels up and finally I get the RA form letter in the email. Very confusing if you ask me. In business you do receive a replacement first. In the end I was down for 8 days and I spoke to 3 customer service agents and they did not meniton any payment or anything. The 2nd guy even told me it was coming last friday or saturday. So when I called again (3rd time) this jerk tells me I am not even in the system...He says they have get the part first and then they charge me an extra $89. plus shipping for a new WRTP54G. When I call Linksys about where I could buy the new RTP300 the only place I could get one was with Vonage. So if I were you I might call them and check on it. I asked about a tracking number but never got a reponse. Hope you do better than I did. Let me know. You are not alone.
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pos_user
Vonage Forum Associate
Vonage Forum Associate


Joined: Mar 13, 2006
Posts: 19

PostPosted: Wed Mar 15, 2006 11:23 pm    Post subject: Reply with quote Back to top

thanks for sharing the horror story, i'm hoping EXECs from Vonage actually read these ramblings of horror.

The problem that pisses me off the most...

Is that she had the entire process all wrong in the first place. as soon as i hung up with her, i got RMA instructions via email...and they do infact send the router first...free shipping to me, 2nd day air.

I should be getting it tomorrow, and I'll ship my bad one back from work for free.

SOOOOO many people out there with complaints, but I gotta admit...when it works, it works.
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VonageTPA
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Thu Mar 16, 2006 4:53 am    Post subject: Reply with quote Back to top

well, with 1.5 million phone lines with Vonage, there's bound to be problems. In many ways, Vonage is a victim of their own success -- many people signing up means more demand for tech support... which means hiring new people who lack experience, etc... I'm just hoping they start to get proactive in this stuff, seems like they're constantly playing catch-up.

Despite this, I still love the Vonage product....but it definitely could use some improvements.

_________________
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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