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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
Author Message
Tim_VOIP
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Joined: Apr 24, 2006
Posts: 2

PostPosted: Mon Apr 24, 2006 2:36 pm    Post subject: Apparent Defective VTech IP8100-1 Handset Reply with quote Back to top

Well, so far I'm not happy with Vonage Canada Voip. I ordered the service on March 30. The shipment was somehow misdirected, and a couple weeks later I decided to call Vonage. Helpdesk India told me the phone belonged to me, so I would have to find out from Canada Post where it was.

I called Canada Post and they said it was returned to sender due to a bad address, and that Vonage would have to call them to trace it.

So, I called Vonage, got an English person by chance, he called Canada Post, then he called me back and said he was shipping me a new phone.

Phone arrives within a couple days, so I install it. Handset appears to be toast, even after charging.

So I call Vonage's Helpdesk India who tells me that I have to call VTech to get the phone fixed/replaced.

Here's the email I sent to VTech.

**********************
Hello,

I have purchased Vonage Voip service including a VTECH IP8100-1 phone which they shipped to me. I've installed the unit as per instructions, but the handset is non-functional (appears dead, no lights or response when pressing the on button).

Setup: Cable Modem / No Router / 1 PC

Here are the things I've confirmed:

-Power connected for both base unit and handset charger.
-Battery installed correctly
-Base unit Ready light shows green.
-Internet connection works for the PC.
-Base unit is connecting to Vonage, as a voicemail caused the base unit "message waiting" light to turn on. After deleting the voicemail through my Vonage web account, the message light turned off.
-Handset battery area slightly warm to the touch after charging 12 hours, indicating power is getting through.
-Handset does not respond to any buttons, no sound from earpiece, no LED or any lights (appears dead)
-Have tried resetting base unit, powering on and off both Cable Modem and base unit, PC, etc.

Phone info below.

Please Help,
Tim

Vonage Number: (removed)
Firmware Information:
Firmware Version: 11.1.0-r050729
Release Number: 4.013.1-r000022
Bootloader Version: 1.3.3.1101

Internet Connection (WAN) Information:
MAC Address: (removed)
Connection: Connected
IP Address: (removed)
Subnet Mask: 255.255.255.0
Default Gateway: (removed)
DNS: (removed)

Local Connection (LAN) Information:
MAC Address: (removed)
IP Address: 192.168.15.1
Subnet Mask: 255.255.255.0
DHCP Server: Running

System Log:
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE
Received PROV_START
Received PROV_DONE

Traffic Stats:
Net Transmit Receive
WAN 191310 Frames 714264 Frames
LAN 181030 Frames 187742 Frames

***********************

VTech's auto-reply says 1-3 business days to get back to me.

So, I'm seeking advice. Should I:

a) cancel now, maybe get my money back for the setup fee and first month (doubt I'd get anything for the phone - mahooknabar didn't understand what I meant when I asked if I could ship the phone back for replacement)...

b) wait for VTech.

c) call Vonage and complain (if I can get past Helpdesk India) and maybe get another phone sent.

d) do something else.
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Tim_VOIP
New Forum Member
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Joined: Apr 24, 2006
Posts: 2

PostPosted: Tue Apr 25, 2006 4:23 pm    Post subject: Apparently it matters who you talk to Reply with quote Back to top

Follow-Up:

So, apparently it's all about who you talk to. This is the 2nd time I've received a completely different response from Vonage when I was fortunate enough to speak to a person who speaks plain English fluently and without accent.

The first time was when the first phone was shipped to a bad address. I phone Vonage and got Helpdesk India, where I was told that the phone belonged to me and I'd have to figure it out with Canada Post. After Canada Post laughed at me, I phoned Vonage again and spoke with "Jeff", who was very English and very helpful Razz He explained that I shouldn't have to deal with that, that they would contact Canada Post to get confirmation, start a trace, and in the meantime send me a new phone right away.

The next time was regarding the content of this thread (defective phone). I phoned Vonage, got Helpdesk India, where they told me that I would have to figure it out with VTech (mfr of the phone). VTech told me they don't service this particular phone, so I'd have to call Vonage back. I called Vonage back and spoke with "Derek", another English person who was very helpful. He transferred me to their service desk where a guy shipped me a new phone and emailed me a Return Authorization Number.

So, apparently the idea is that we should all just hang up and keep calling back until we run into a "Jeff" or "Derek" type person.

In other news, I fired off about 10 emails about these things and never got one reply. customercare at Vonage dot ca , do they just not bother with email?
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