Trouble with RTP 300 - No dial tone from port 1, port 2 ok

Posts: 2 · New Forum Member Joined: May 26, 2006 Posts: 2

Hi all.. I hope this is an okay place to post this question, as I am at my wit's end with trying to get an answer to my Vonage problem via their phone support.

Here's my situation as best I can describe. I have 2 computers hooked up to my router. I use comcast cable modem service - it's a motorola modem. I have 2 Vonage lines 1 phone, 1 fax. Other than a bad audio a couple of times, my past 9 months with Vonage have been pretty good.

2 days ago my phone line stopped working. No dial tone- more like static and sometimes a busy signal. I was able to reach the customer support via phone - the first tier. I talked to 4 or 5 different reps and each had me do virtually the same thing - I did a full reboot, i did a hard restart, we did a mac address clone, etc. None of these things resolved my problem. My internet service works fine on both pcs, my fax line out of port 2 is fine - my phone will work fine if plugged into port 2, so we know it's not the phone instrument itself. Both phone port lights on the router are solid as well.

I have been transferred to tier 2 or advanced support 3 times. Each time I am on hold for about 55 minutes when it automatically disconnects. I have also dialed advanced support directly 2x - same deal. On hold forever and then the call is dropped. I really am hoping to get some answers, but have no more time to waste being on hold and getting hung up on.

Any ideas???

Posts: 476

liljen wrote:

Hi all.. I hope this is an okay place to post this question, as I am at my wit's end with trying to get an answer to my Vonage problem via their phone support.

Here's my situation as best I can describe. I have 2 computers hooked up to my router. I use comcast cable modem service - it's a motorola modem. I have 2 Vonage lines 1 phone, 1 fax. Other than a bad audio a couple of times, my past 9 months with Vonage have been pretty good.

2 days ago my phone line stopped working. No dial tone- more like static and sometimes a busy signal. I was able to reach the customer support via phone - the first tier. I talked to 4 or 5 different reps and each had me do virtually the same thing - I did a full reboot, i did a hard restart, we did a mac address clone, etc. None of these things resolved my problem. My internet service works fine on both pcs, my fax line out of port 2 is fine - my phone will work fine if plugged into port 2, so we know it's not the phone instrument itself. Both phone port lights on the router are solid as well.

I have been transferred to tier 2 or advanced support 3 times. Each time I am on hold for about 55 minutes when it automatically disconnects. I have also dialed advanced support directly 2x - same deal. On hold forever and then the call is dropped. I really am hoping to get some answers, but have no more time to waste being on hold and getting hung up on.

Any ideas???

It sounds like phone port 1 died. Other than trying to get Vonage to send you out a new device I'm not sure there's much more you can do at this point.

Posts: 2 · New Forum Member Joined: May 26, 2006 Posts: 2

Quote:

It sounds like phone port 1 died. Other than trying to get Vonage to send you out a new device I'm not sure there's much more you can do at this point.

That's what my guess is at this point as well, but how do I get to someone who will send me the new device? I can't seem ever get through.

Posts: 476 · Posted: Fri May 26, 2006 12:18 pm Post subject:

liljen wrote:

That's what my guess is at this point as well, but how do I get to someone who will send me the new device? I can't seem ever get through.

Based on what I've read here you just have to be persistent. Keep asking for a Tier 3 tech or something. Crappy I know, but what else can you do?

Posts: 81 · Vonage Forum Senior Joined: Feb 27, 2006 Posts: 81

Just has port 1 of my RTP300 go out this week. Was a painful call trying to convince them there was a problem, and get them to move the line to port 2. There's 48 minutes of my life I'll never get back. The "tech" got totally flustered when the call went off her script.