RT31P2 router problems

Posts: 4 · New Forum Member Joined: May 06, 2006 Posts: 4

Hi,

I've had Vonage for about 10 months without any major issues. However, now my router, the RT31P2 does not work at all. It worked great till about 11:30AM or so, and then after lunch when I tried to log back on I realized that I couldn't access the Internet. I also realized that the phone line LEDs were off on the router, so my phone was inaccessible as well.

I removed the router, and connected the cable modem directly to the computer and I have internet access(hence this missive), but obviously no phone access.

I'd greatly appreciate any response.

thanks,

--harish

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

hvenkata wrote:

Hi,

I've had Vonage for about 10 months without any major issues. However, now my router, the RT31P2 does not work at all. It worked great till about 11:30AM or so, and then after lunch when I tried to log back on I realized that I couldn't access the Internet. I also realized that the phone line LEDs were off on the router, so my phone was inaccessible as well.

I removed the router, and connected the cable modem directly to the computer and I have internet access(hence this missive), but obviously no phone access.

You've made the right test, verifying that your internet service is working. Now re-connect the RT31P2 and boot up in the correct order- modem, wait, RT31P2, computer. If you can't get internet connectivity in this configuration, then it's very likely that your adapter has died.

Posts: 4 · New Forum Member Joined: May 06, 2006 Posts: 4

Steve48,

Thanks for responding so quickly. I did try the test you mention, resetting both the modem and the adapter in turn, both by power-cycling as well as by using the reset switch(not the hard factory reset), and I was unable to get the modem to talk through the router(adapter). I'm guessing somewhere a remapping of IP addresses is in order?

The odd thing is that the phone adapter has this LED indicator that says Internet, which shows an "active" or flashing status. But I just cannot get the modem to talk through the adapter. I'm able to ping the adapter, so I know it works but I'm obviously unable to ping a DNS website.

Also, I'm not sure if this is even related, but the phone line LEDs both stay steadfastly off even after reset/power-cycle.

lastly, the phone adapter is still within warranty. So, failing all, I'm just going to get Vonage to send me a replacement.

Appreciate any advice.

thanks,

--harish

Steve48 wrote:

hvenkata wrote:

Hi,

I've had Vonage for about 10 months without any major issues. However, now my router, the RT31P2 does not work at all. It worked great till about 11:30AM or so, and then after lunch when I tried to log back on I realized that I couldn't access the Internet. I also realized that the phone line LEDs were off on the router, so my phone was inaccessible as well.

I removed the router, and connected the cable modem directly to the computer and I have internet access(hence this missive), but obviously no phone access.

You've made the right test, verifying that your internet service is working. Now re-connect the RT31P2 and boot up in the correct order- modem, wait, RT31P2, computer. If you can't get internet connectivity in this configuration, then it's very likely that your adapter has died.

Posts: 4 · New Forum Member Joined: May 06, 2006 Posts: 4

Here are some detailed tech specs about my Voip:

Location: Lexington,KY
Provider: InsightBB
Modem type - Thomson/RCA DCM425
Phone adapter - RT31P2
connection type: Broadband

Test Details

The information below explains why your call quality score (MOS) was less than perfect.
Find the results that you want more quickly...
Jump to: Media Quality Signaling Quality Voip Traceroute

MOS Analysis From You TO Boston
MOS analysis chart
Media Quality
MOS
3.3 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 34.3%
Latency 0.00 0.0%
Packet Discards 1.10 65.7%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 147 ms
Packet Discards 3.1%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss
Jitter
Min: 0 ms
Avg: 9 ms
Max: 51 ms
Signaling Quality
Post-Dial Delay 156 ms
Call Setup Time 156 ms
Media Delay 328 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 147 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods
Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss
Jitter
Min: 4 ms
Avg: 7 ms
Max: 20 ms
Signaling Quality
Post-Pickup Delay 187 ms
Call Setup Time 174 ms
Media Delay 221 ms
Voip Traceroute Analysis

hvenkata wrote:

Hi,

I've had Vonage for about 10 months without any major issues. However, now my router, the RT31P2 does not work at all. It worked great till about 11:30AM or so, and then after lunch when I tried to log back on I realized that I couldn't access the Internet. I also realized that the phone line LEDs were off on the router, so my phone was inaccessible as well.

I removed the router, and connected the cable modem directly to the computer and I have internet access(hence this missive), but obviously no phone access.

I'd greatly appreciate any response.

thanks,

--harish

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

hvenkata wrote:

Steve48,

Thanks for responding so quickly. I did try the test you mention, resetting both the modem and the adapter in turn, both by power-cycling as well as by using the reset switch(not the hard factory reset), and I was unable to get the modem to talk through the router(adapter). I'm guessing somewhere a remapping of IP addresses is in order?

That begs the question. You've had Vonage for ten months now, and it was working until recently. Has anything changed with respect to IP addresses? If not, I don't see why changes would suddenly be required. Of course, if something has changed with respect to addressing requirements, or if you had specialized addressing set up and it somehow got changed, then that needs to be looked at.

Are you using DHCP throughout?

Posts: 4 · New Forum Member Joined: May 06, 2006 Posts: 4

Absolutely nothing changed in 10 months, under my control unless InsightBB has changed something on their end . I've routinely used my system to access the internet and to make calls with my phone using Voip.

Yes, I'm using DHCP throughout.

I do leave the phone adapter/modem/computer/broadband on all the time. I'm not sure if that can have an adverse effect on the adapter that it just died.

How likely is it for the RT31P2 (still under warranty) to die? I know it's possible, but is it a norm rather than an exception?

I would like to debug the phone adapter. Is there a way to test it out without having to plug it back into the system? This is because I'm terrified that I'll lose all Internet access if I try it - as it is, InsightBB's Internet service activator program is behaving quite erratically.

Thanks for the dialog.

--harish

Steve48 wrote:

hvenkata wrote:

Steve48,

Thanks for responding so quickly. I did try the test you mention, resetting both the modem and the adapter in turn, both by power-cycling as well as by using the reset switch(not the hard factory reset), and I was unable to get the modem to talk through the router(adapter). I'm guessing somewhere a remapping of IP addresses is in order?

That begs the question. You've had Vonage for ten months now, and it was working until recently. Has anything changed with respect to IP addresses? If not, I don't see why changes would suddenly be required. Of course, if something has changed with respect to addressing requirements, or if you had specialized addressing set up and it somehow got changed, then that needs to be looked at.

Are you using DHCP throughout?

Posts: 9 · New Forum Member Joined: May 22, 2005 Posts: 9

I am having exactly the same problmes! I do know that Insight did something this weekend becasue before I figured out that the problem was coming from my phone adapter I tried to call and they have a special message about how they upgraded and internet users may have to reset their modem and routers.
Anyway, I am watching anxiously to see how things turn out here.

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

hvenkata wrote:

Absolutely nothing changed in 10 months, under my control unless InsightBB has changed something on their end . I've routinely used my system to access the internet and to make calls with my phone using Voip.

Yes, I'm using DHCP throughout.

I do leave the phone adapter/modem/computer/broadband on all the time. I'm not sure if that can have an adverse effect on the adapter that it just died.

How likely is it for the RT31P2 (still under warranty) to die? I know it's possible, but is it a norm rather than an exception?

I would like to debug the phone adapter. Is there a way to test it out without having to plug it back into the system? This is because I'm terrified that I'll lose all Internet access if I try it - as it is, InsightBB's Internet service activator program is behaving quite erratically.

The adapters are meant to run continuously, so I doubt that there's an issue there. It certainly seems as if the RT31P2 just died, but the comments from Tobikay are bothersome. With DHCP thoughout, I don't know why changes made by your ISP would affect operation of your router/adapter but not bother a computer plugged into the modem. Still, it might be worth a call to them.

Posts: 9 · New Forum Member Joined: May 22, 2005 Posts: 9

Below you will see the "conversation I had with an insight rep this morning...based on this infromation, I will plug in my Vonage router while I am at work today and see what happens....anyone else have advice.. I am beyond alittle frustrated.

6:33:23 AMSystemWelcome tobi ...
6:33:23 AMSystemConnecting to server. Please wait...
6:33:23 AMSystemConnected to Talisma
6:36:42 AMSystemJohn M has joined this session!
6:36:42 AMSystemConnected with John M
6:36:49 AMYouhi john
6:37:09 AMJohn MHow can I help you?
6:37:34 AMYouI have been having trouble with my Vonage router since the upgrade over the weekend.
6:37:47 AMYouIs it possible that anything Insight did could be causing this problem
6:39:46 AMJohn Mi am checking some information right now
6:39:54 AMYouThank you
6:40:25 AMYouI have already reset and restarted and re-done everything else to all my routers, several times infact.
6:40:53 AMYouthe only way I have internet access is to skip my Vonage router completely. And I have no phone access no matter what I do.
6:41:19 AMJohn MThere are currently problems with customers using routers right now. Especially if you are using a linksys.
6:41:24 AMYoualthough all the lights on all the routers seem to indicate that all is well, except for the phone indicater lights on the Vonage router
6:41:28 AMJohn MWe are working on all of these issues. In the mean time, I recommend updating your firmware to the latest level.
6:41:30 AMYouI am using a linksys
6:41:48 AMYou???
6:42:37 AMYouhello?
6:43:35 AMJohn Mthe only thing you can try right now is unplugging the power to the different devices like you have been until we resolve the issue in our equipment.
6:44:28 AMYouany expected time frame here? I am without a phone...
6:45:11 AMJohn MI am sorry I have not been updated with a specific time yet.
6:45:46 AMYouso just wait and wait and wait.....
6:46:09 AMYouif I get a new router from Vonage, will any future activity from insight cause this to happen again?
6:47:09 AMJohn Mit is not due to the router but something with our equipment. normally it should not matter what router or Voip device you connect.
6:47:45 AMYouso....just wait for a few more days?
6:49:22 AMJohn Msince this is a problem with the Insight network and not a configuration issue on your end the only thing to do right now is wait.
6:49:46 AMYouthanks anyway..
6:49:51 AMJohn MI am sorry for the inconvenience.
6:50:04 AMYouok

Posts: 1123 · Vonage Forum **MVM** Joined: May 26, 2005 Posts: 1123

#1 Rule of customer service. Don't get snippy.

A couple of those comments were pushing the snippy boundary.