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mturner100
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Joined: Nov 29, 2005
Posts: 10

PostPosted: Mon Apr 24, 2006 2:14 pm    Post subject: No Dial tone/blinking phone light for 2 days in Austin Texas Reply with quote Back to top

I have a linksys WRTP54G running on Time Warner/Austin Texas Cable (3500 down and 350 up speed test) modem.

Has been working fine since November. As of yesterday (Sunday and maybe as far back as to Friday) I have no dial tone.

I have tried multiple phones, rebooted the modem and the linksys with no luck. Spent an hour on the phone with Vonage Sunday. No progress - I downloaded and re-flashed the linksys to 10.0.55 and when it came back onto the net it re-loaded the latest firmware 1.0.62 from the net/vonage automatically.

The phone light blinks and when I check the status of the router here is what it says:

Provisioning Status: Provisioning Succeeded
Registration Status: [Phone Number] [Phone Number] Done
Call1 Status: line fail

I was on hold for nearly an hour yesterday after working with level 2 for an hour. I was then put on hold for level 3. I had to hang up after another 45 minutes cause I did not have all day to wait on hold for 'level 3'. I called back today and was told by level 1 that I have a ticket and it is being worked on and that they will contact me when the solution is ready.

I was wondering if waiting another day to be 'contacted'; is the right move or if I should ask for a device swap out or something else?

My internet connection is working fine and I verified that the phone works at my neighbors house.

Any suggestions of advice?

Thank you - Mike
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mturner100
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Joined: Nov 29, 2005
Posts: 10

PostPosted: Mon Apr 24, 2006 3:23 pm    Post subject: Results from testyourviop.com 4.3 out of 5.0 Reply with quote Back to top

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


Degradation Sources
Codec 0.58 86.1%
Latency 0.00 0.0%
Packet Discards 0.09 13.9%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 149 ms
Packet Discards 0.3%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss
Jitter
Min: 0 ms
Avg: 2 ms
Max: 18 ms
Signaling Quality
Post-Dial Delay 110 ms
Call Setup Time 121 ms
Media Delay 291 ms

MOS Analysis FROM Boston To You
MOS analysis chart
Media Quality
MOS
4.4 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.58 100.0%
Latency 0.00 0.0%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 149 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods
Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss
Jitter
Min: 0 ms
Avg: 0 ms
Max: 11 ms
Signaling Quality
Post-Pickup Delay 157 ms
Call Setup Time 161 ms
Media Delay 190 ms
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Apr 24, 2006 7:41 pm    Post subject: Reply with quote Back to top

Are you connected to house wiring? If you disconnect everything from the adapter phone jacks does the blinking stop?

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Steve Gray
Orlando, FL
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reebok
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Joined: Oct 24, 2004
Posts: 3198
Location: Lakeland, FL

PostPosted: Mon Apr 24, 2006 7:47 pm    Post subject: Reply with quote Back to top

edit: whoops, sorry steve, had this window open too long before replying.


sounds like a home wiring problem. are you using home wiring or any other setup besides one single phone connected directly to the device? can you try a different phone?

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John
Webmaster
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mturner100
Vonage Forum Associate
Vonage Forum Associate


Joined: Nov 29, 2005
Posts: 10

PostPosted: Mon Apr 24, 2006 8:25 pm    Post subject: house wiring Reply with quote Back to top

The adatper had been wired into the home since November and seems to have stopped working Friday.

I have tried 2 different phones plugged directly into the linksys Vonage adapter with the same results.

Very odd.

No call from Vonage support to my cell as promised - should I really expect that!?

Mike
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Apr 24, 2006 9:26 pm    Post subject: Reply with quote Back to top

Just to make sure I understand- the blinking continues with nothing plugged into the adapter phone ports?

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Steve Gray
Orlando, FL
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mturner100
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Joined: Nov 29, 2005
Posts: 10

PostPosted: Mon Apr 24, 2006 10:29 pm    Post subject: Update from Austin Reply with quote Back to top

The blinking phone 1 light was with the phone plugged into the phone 1 jack or not.

I called Vonage again at 9:30pm before I headed to bed to see if there was any progress. I was assured again that they are working on it in advanced tech - I really do hope so.

The rep on the phone had me reset the voice features to factory defaults on the router through the admin and user accounts. Now the phone 1 light is solid but still no dial tone.

I am thinking the device is broken?? I would assume they would send me out a new device but that has not been offered. What is the best way to get them to do try that?

The rep on the phone was very nice and actually tried to help me - which I appreciate but I really want dial tone!

Mike
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dambert
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Joined: Feb 22, 2006
Posts: 14

PostPosted: Tue Apr 25, 2006 9:33 am    Post subject: I may be having the same problem - 1 blink? Reply with quote Back to top

My adaptor blinks, no solid light. Just phase 1, powering up, 1 blink.

http://www.vonage-forum.com/sutra75665.html#75665

I have not contacted Vonage yet. I had thought it was my ISP.

Were you just getting one blink? Is it /was it ? getting an IP from or at least trying (2 blinks)

Dave
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mturner100
Vonage Forum Associate
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Joined: Nov 29, 2005
Posts: 10

PostPosted: Tue Apr 25, 2006 10:37 am    Post subject: Day 3 Reply with quote Back to top

It's Tuesday (first call to Vonage support Sunday) - I have never heard from anyone pro-actively from Vonage as promised about 4 times.

I checked my cingular record and I have spent 3 hours with Vonage (including a lot of hold time). I called twice and asked for a new device but was told someone would call me back and to just wait.

I finally called to cancel my account - did not care what charges they were going to make on the account - I need dial tone more than anything at this point.

Well - the person on the other end would rather send me a device than cancel the account. I agree to a new device - it is being shipped - hopefully it will arrive and work.

While I appreciate all the help the helpful techs tried - some of the techs did not have a clue - which is normal. If the new device works - I will stick with them until something else happens - then I am switching to Lingo - Sigh - Mike
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mturner100
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Joined: Nov 29, 2005
Posts: 10

PostPosted: Mon May 01, 2006 9:58 am    Post subject: New Device Works Reply with quote Back to top

Checking into lingo - seems like a better deal to me, next time..

- Unlimited US, local and long distance calls
- Unlimited to Canada and 17 countries in Western Europe


Wanted to close out this thread with my resolution to Vonage.

Got the new Vonage device on Thursday (just 48 hours after calling to cancel) - plugged it in - waited about 2 minutes - plugged in the phones and everything is working like it always has in the past.

Not sure why no one on the Customer care side was willing to ship me a new device after 4 hours of frustration trying all the various steps that they basically just read to me over the phone. I called 3 times just to ask for a new device and after waiting on hold between 15 minutes and an hour - customer care always said 'no' - someone would contact me with a resolution within 24 hours - which of course never happened.

Account management understood - I was actually really going to cancel after all the pain of 3 days with customer care and being on hold and still no dial tone and no real offers to help - but was willing to try one more time.

I went out and bought a surge protector for the power and the phone lines and cable in hopes that prevents the device from failing again.

Sigh - but I have dial tone now - time to make some calls - Mike
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