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MrMark
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 06, 2004
Posts: 132

PostPosted: Wed May 17, 2006 7:41 pm    Post subject: I cannot get tech support to re-enable my adapter! Reply with quote Back to top

--------------------------------------------------------------------------------
1. Your location
Richmond, TX

2. Your ISP name and type (cable, DSL, wireless etc)
Roardrunner

3. Upload and download speeds
8000/512

4. Modem make and model
Motorola Surfboard

5. Type of Vonage adapter used ie RT31P2 or PAP2
Linksys RT31P2

6. Setup of Network ie Modem---->Vonage Adapter-->PC
Modem / Router / Vonage Adapter

7. Issue you are experiencing ie dropped calls, choppy audio etc

Someone at Vonage made a mistake and diabled my phone adapter! I was told that it would be ficed within 24 hours, but that did not happen.


8. DETAILED results from www.testyourvoip.com with a test call to Boston.

MOS Analysis From You TO Boston

Media Quality MOS 3.8 / 5.0
(Best with G.711 is 4.4)



Degradation Sources
Codec 0.58 49.7%
Latency 0.00 0.0%
Packet Discards 0.58 50.3%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 163 ms
Packet Discards 1.7%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 0 ms
Avg: 7 ms
Max: 40 ms

Signaling Quality Post-Dial Delay 110 ms
Call Setup Time 110 ms
Media Delay 280 ms
MOS Analysis FROM Boston To You

Media Quality MOS 4.0 / 5.0
(Best with G.711 is 4.4)



Degradation Sources
Codec 0.57 60.3%
Latency 0.00 0.0%
Packet Discards 0.38 39.7%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 163 ms
Packet Discards 1.3%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 0 ms
Avg: 4 ms
Max: 40 ms

Signaling Quality Post-Pickup Delay 142 ms
Call Setup Time 145 ms
Media Delay 177 ms




This will help you get the answers/resolution faster if you can post that first....

Okay, so I have posted everything that you requested. Can I get my phone adapter turned back on now? Please?

Thanks,
-Mark
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed May 17, 2006 10:21 pm    Post subject: Reply with quote Back to top

Hi, Mark. Unfortunately, none of us here work for Vonage (well, maybe some do, but this is not a Vonage activity). The technical details we ask for are to help us with troubleshooting problems that people are having, but if Vonage has truly disabled your adapter, that's a problem that only they can resolve.

I know that it's frustrating, but all you can do is continue to hammer on them for support. I believe that 888-250-1799 will get you directly to tier 2 support (but no guarantees).

_________________
Steve Gray
Orlando, FL
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MrMark
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 06, 2004
Posts: 132

PostPosted: Thu May 18, 2006 10:34 am    Post subject: Reply with quote Back to top

Thanks for the reply Steve.

It would be nice if there were some say to let the powers that be at Vonage know what is going on. I feel that it is this sort of problem that is most likely to prevent their success as a phone company. The average person just would not be willing to put up with losing phone service for multiple days because of an error on the part of their service provider.

Vonage is treating the service like an optional feature...more like cable TV service than a phone service.

So now they are saying "72 hours" to turn on what they turned off in 1 second. Good grief.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu May 18, 2006 8:16 pm    Post subject: Reply with quote Back to top

That's pretty bad. I agree that if Vonage fails it will likely be because of customer support.

It's said that some of the Vonage folk keep track of what's being said here. Hopefully that's the case. Your sentiments have been expressed a number of times.

_________________
Steve Gray
Orlando, FL
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MrMark
Vonage Forum Senior
Vonage Forum Senior


Joined: Apr 06, 2004
Posts: 132

PostPosted: Mon May 22, 2006 9:54 am    Post subject: Reply with quote Back to top

Here is an update - I am now on day six without phone service. I was on hold when I started typing this message, and I just got disconnected.
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JimBob
Vonage Forum Junior
Vonage Forum Junior


Joined: Feb 27, 2006
Posts: 33
Location: MidWest

PostPosted: Mon May 22, 2006 12:38 pm    Post subject: MAC address issues Reply with quote Back to top

No matter what the reason of a Vonage adaptor being de-activated, there is very little chance of ever having it work again. Once Vonage deletes your device MAC address, nobody can ever use it again.

Your best approach is to demand a new adaptor.

_________________
JimBob
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trucker358
New Forum Member
New Forum Member


Joined: Jan 13, 2005
Posts: 3

PostPosted: Mon May 22, 2006 9:21 pm    Post subject: Reply with quote Back to top

just email about my lousy linsky wrtp54g and told them to hook up my old adapter i had before this and about a hour later my adapter was up and running
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navydavy2001
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Mon May 22, 2006 10:25 pm    Post subject: Reply with quote Back to top

Jim Bob, I'm having trouble understanding your post, can you repeat it for me? Lol

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http://www.thejeffriestube.com
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booma
Vonage Forum Master
Vonage Forum Master


Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Tue May 23, 2006 5:54 am    Post subject: Reply with quote Back to top

trucker358 wrote:
just email about my lousy linsky wrtp54g and told them to hook up my old adapter i had before this and about a hour later my adapter was up and running


So how do you email Vonage Customer Service? I have sent three emails on a low priority (to me anyway) problem, and have received no reply. The only way I have found to send email is through their web site. Is there an email address..like service@vonage.com or something?

-Bill

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booma
Vonage Forum Master
Vonage Forum Master


Joined: Apr 23, 2006
Posts: 171
Location: Andover, MA, USA, Earth

PostPosted: Tue May 23, 2006 5:57 am    Post subject: Reply with quote Back to top

navydavy2001 wrote:
Jim Bob, I'm having trouble understanding your post, can you repeat it for me? Lol


Maybe you would understand if he spoke LOUDER!

All kidding aside, I'm sure the multiple postings are a result of the web site being a bit sluggish. I had it "freeze" up on me several times yesterday. I trust it was a server issue since other sites for me were fine. Then again, maybe we can blame it on Vonage's customer service, or their IPO, or maybe it's because they are charging us taxes now...yeah, that's it, it's the government's fault...better yet, it is specifically W's fault...

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