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tplink Posted:
Im trying to add
my HT802 vonage
adapter to my home
network. I
currently have
...

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Hard Wiring - Installation
Topic:
Vonage behind switch
On Dec 05, 2016 at 06:35:11

DWSupport Posted:
After recent
Vonage update that
took place on the
4th and 5th of
Nov. E-mails with
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On Nov 10, 2016 at 12:23:26

peterlee Posted:
Had a call from a
Hospital in Ajax,
Ontario to my home
in
Scarborough, Onta
rio
...

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Vonage Canada
Topic:
Hospital Incoming call unable to connect
On Nov 08, 2016 at 11:59:50

TELLDOUG Posted:
I am looking for a
product that will
make my phone ring
louder so I can
hear using
...

In The Forum:
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Topic:
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On Oct 26, 2016 at 09:21:30

HildBeft Posted:
You can recollect
password by
connecting the
router to your pc
and open the
browser
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Oct 20, 2016 at 05:05:49

HildBeft Posted:
Great tips..
Thanks for sharing
...

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Hard Wiring - Installation
Topic:
How to have Vonage and another land line?
On Oct 20, 2016 at 04:55:03

massrman Posted:
The devices are
available at
different price
margins , please
share your
estimated
...

In The Forum:
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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:48:03

massrman Posted:
Hi these are most
commonly used SIP
PBX interops and
their
configuration
guides,
...

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Topic:
IP PBX for small business
On Sep 30, 2016 at 00:37:45

Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

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Topic:
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On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

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On Jul 17, 2016 at 23:42:46


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BlueNoteWeb
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Joined: Jun 12, 2005
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PostPosted: Mon Apr 03, 2006 1:03 pm    Post subject: Invalid MAC address Reply with quote Back to top

Man, it's been a long week. It's only Monday.

I've been with Vonage for a year or so now, and up until last week I've been very happy with their service. The price is great, the quality is pretty good (as good as I can expect on residential DSL lines, at least) and I've had no troubles.

Last month I moved my business out of my house into a separate building, and I wanted a new fax number to go along with the expansion. I've tried faxing over my Vonage lines in the new place and it works fine, no issues there despite the warnings I've heard from several places - upgrading to business-class DSL makes a huge difference. I went out to eBay to pick up a used Vonage router for my new fax line.

Now you would think that Vonage would be happy about that - a good customer who's always paid his bills on time adding another line. I'm always happy to see customers come back to me for new services. They've made it pretty difficult, however.

The first router I bought came from a very nice lady in New Jersey. She had recently upgraded to a wireless Vonage router and was selling the old one. I called Vonage to activate this new router on my account, they told me it was an "invalid MAC address." After a bit of dickering with the CS agent I finally figured out the problem, it was still associated with the previous owner's account. While I was slightly annoyed at this, he told me that if she would simply call in and let them know that she was not using the router any longer they would be happy to transfer it over to my account. No big deal. I called her, she called them, they told her it was no possible. That makes absolutely no sense to me, but she was very apologetic and offered to refund my money, no need to return the device. What the heck, no big deal.

Back to eBay. This time I bought one described as "new in box." I called Vonage and got the same story - this router was NOT new (though it was in a box), but if the previous owner (whose account was cancelled and had a zero balance) would call in they would be happy to release it to me.

I contacted the eBay seller and told him the situation. It turns out that he is an eBay drop site, not the original owner. He put "new in box" in the auction because the person who brought it in told him it was new, and to the naked eye it looked new. I have no problem with that. He called the owners and asked them to call Vonage. He also said he would refund my money if this situation did not work out. Very nice gentleman.

So I got the email from the seller that the owners had called and it should be good to go. Vonage CS had promised that I would receive an email by the end of the week about it. The end of the week came, no email. I called in again. After an hour of being passed around to different people with increasingly heavy accents I finally got someone who told me the deivce was clear and it would be transferred to my account, which would take "24-48 hours." This really seems rediculous - 24 hours to update the database is absurd. Regardless, this was a step in the right direction. I was promised an email with the process was complete.

As of this morning, I had not received that email. 72 hours had passed since that phone call. I called Vonage again.

Now at this point I've spent probably 2.5 hours on the phone with Vonage. That's 2.5 hours that I'm not programming so I'm not getting paid. I could have easily purchased a new device from Vonage with the money I would have made, but by now I'm annoyed at the hoops I have to jump through and I'm in a "stick it to the man" mood. Strangely enough I'm "sticking it to the man" by signing up to pay more money to him...but I'm not going to try to wrap my head around that.

I spent another hour+ on the phone with Vonage this morning. By the time I was talking to my 3rd CS rep I was HIGHLY annoyed. I asked for a supervisor, and after holding a good 20 minutes was connected with someone who spoke English (glory be!) and seemed to be fairly intelligent. She again gave me the 24-48 hours line, but this time I have a ticket number at least.

So the moral of the story is...unless you're in for a fight just buy a new box. The $20 you'll save will be eclipsed by the amount of time you spent on the phone trying to translate the CS people. The other moral is to ask for a supervisor right away - you might get someone who speaks your language.
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taylor2767
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Joined: May 05, 2005
Posts: 400

PostPosted: Mon Apr 03, 2006 1:16 pm    Post subject: Reply with quote Back to top

Believe it or not, you'll get the same song and dance if you are the owner of mutiple adapters. I upgraded to a PAP2 from the RT31p2 and was having no dial tone issues. i called back to Vonage CS to have them switch back to the RT31p2 until I could figure out my problem and was told about the invalid mac address. To say the least I was ballistic and could not understand in the matter of a couple hours how I could not switch adapters again. Go figure.
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actor90
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Joined: Jun 24, 2005
Posts: 17
Location: Little Egg Harbor, NJ

PostPosted: Wed Apr 05, 2006 3:11 am    Post subject: Reply with quote Back to top

There seems to be a fundamental issue with MAC addresses and Vonage. Even brand new, never opened WRTP54G's are being listed as invalid by Vonage. Hopefully they will straighten this out before they lose new customers who get fed up and cancel their purchases at Radio Shack, Best Buy, and others.
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BlueNoteWeb
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PostPosted: Wed Apr 05, 2006 8:35 am    Post subject: Reply with quote Back to top

So here's the update.

This morning marks 48 hours since my last post, and I have an email from Vonage!

Unfortunately, that email from Vonage says that they've charged me $43.66 for a new phone line. They're also shipping me a new device.

huh?

I don't need a new device. I've got one. As far as I can tell it works fine as a router, I have no reason to believe it won't work as a Voip adapter. If they would just activate that device I could be up and running a whole lot faster, no need to wait for UPS.

They set up the new phone line on the wrong rate plan. I specifically requested a fax line, they've set me up on a residential plan (which of course is more money). They also gave me a phone number in a different area code, so anyone locally who wants to fax me has to call long distance. That makes no sense at all.

I called customer service again this morning. Fortunately I did not have to wait very long. The first-line guy heard the situation and immediately sent me up a level. The second line told me that to change my number would cost me $40+ to remove the existing number (that they added without my approval or permission) and then I could add a different number. I asked for her supervisor and she told me nobody was available, would I like to have them call me back?

So now I'm waiting. The second line CS person told me it would be about an hour. If I haven't heard from someone at Vonage in an hour and a half I'll be calling back.
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cabledave
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Joined: May 23, 2005
Posts: 13

PostPosted: Wed Apr 05, 2006 8:31 pm    Post subject: Amazing stupidity Reply with quote Back to top

Currently going through similiar, unnecessary nonsense. Router/adapter went bad at our business. Picked up a new replacement, Linksys wireless one, at Circuit City. Try to swap it out online - INVALID MAC ADDRESS!

Tried calling. What was I thinking? Eek Call Vonage, speak with one of their parrots and expect something logical, positive to happen? Of course, he is unable to enter it also. He suggests that they can send a message to whoever to enter it. Probably a monkey somewhere that can't type.

Excellent. Have your customer waste hours of their time and THEN wait a couple of days for you to fix your problem that is caused by plain stupidity. Rolling Eyes
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BlueNoteWeb
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PostPosted: Wed Apr 05, 2006 11:09 pm    Post subject: Reply with quote Back to top

I did not hear back from Vonage today at all. Today was nuts in the shop and I had no time to think about calling Vonage back. It's currently 11 PM which makes about 14 hours since my call with them this morning. I'm on my way to bed but will be back on the phone first thing tomorrow.
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vidmaster
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Joined: Apr 06, 2006
Posts: 35
Location: Brick, NJ

PostPosted: Thu Apr 06, 2006 10:00 pm    Post subject: Reply with quote Back to top

Vonage will check the MAC address to see if it has ever been registered on another account. It will not be activated unless the name on the old account matches the name on the account that the device is being transferred to. Buying a device on ebay is just wasting your money.

With retail devices not activating online under retail activation and reps not being able to activate, they can escalate it to the engineers who can manually enter it into the DB, but it can take them a day or so to activate it for you.
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BlueNoteWeb
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PostPosted: Mon Apr 10, 2006 10:21 am    Post subject: Reply with quote Back to top

haha - a day or so.

It SHOULD take them about 5 minutes or so to key this into the database and get it up and running. Even if they have to wait for some kind of automatic database sync, 24 hours should be more than enough. Mine took 9 days.

I just got off the phone with Vonage for the second time today, I think that's six times I've called them about this particular issue.

The times on these forum posts are obviously not in my local time zone, I'm thinking they're GMT perhaps? Anywho, here's what's happened since my last post:

-Wednesday morning's call was left at "someone will call you back within the hour." No call on Wednesday. No call on Thursday, and I was too busy to call them. Friday morning I called again. The first-line tech made me tell him all about the problem, but quickly decided it was over his head and transferred me up. The second level supervisor this time was very polite and seemingly knowledgeable. She told me that the order that was placed was just a "dummy order" and was part of the process of transferring the MAC address, my card had not and would not be charged. Had they told me this on Wednesday I would not have been nearly as agitated about it. She looked into the MAC transfer and told me it was still pending, I should check back in the evening. This was supposed to take 24-48 hours, at that point it had been 7 days.

-Friday I did not have time to call back again. Monday (today) morning I called again. First line tech again made me go through the whole spiel, eventually transferred me up. Supervisor answered quickly, looked at the ticket, said the person I needed to talk to was sitting right next to him but was on the phone at the moment, could she call me back? I asked him how long that would take and he said "MAXIMUM 30 minutes." I expressed doubt that I would get a call back, based on past experience, he assured me several times that she would call back.

About an hour later I get an email that my "order" from last week had been cancelled, but no phone call. 30 minutes later (90 minutes from the original call) I called back. Same song and dance with the first line CSR who transferred me up. I was on hold for 40 MINUTES - enough time to take a call on the other line, run to the bathroom and get a coke, all the time classical music playing on the speakerphone. Finally a supervisor picked up. I explained the situation to her, she said "I see that you currently have two devices on your account, one of which is empty. Do you want to add a third?"
er....interesting.
I never received any confirmation from Vonage that the device had been transferred over, but apparently it had. Great news. I confirmed the MAC address to make sure it was the right device. She set me up with a new fax line on that device. According to her, the line is active already...but it's not coming up. I do see the new number (with a local area code even) in my account on their website. I tried to dial it and got a "this number is currently unavailable" message. I'll give it an hour or so before I call back.

Assuming the new line works, adding a fax line has cost me about 6 hours of time and quite a bit of frustration. Thanks, Vonage.
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

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HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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