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Jodybell
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PostPosted: Sat Jun 10, 2006 1:52 pm    Post subject: Dial tone but no internet connection (VT2442) Reply with quote Back to top

Last attempt before I cancel. Their customer service is the absolute worst! None of the tech people seem to know anything about this problem. Vonage sent me a Motorola VT2442. My phone works great but I can't access the internet. I was on the customer service line for over an hour and went through 2 different tech people who could not help me, while being transferred to yet a 3rd tech person I was disconnected. ARGHHH! I have sent 3 emails to the help site with no responses. I have Wireless Broadband Internet Service access, but I don't have or use a wireless router, my internet connection plugs directly into the wall outlet that goes to the antenna on my roof. How can the phone work but not the internet? I have tried 2 different cables to no avail. Can anyone help or have suggestions?
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Steve48
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PostPosted: Sat Jun 10, 2006 5:42 pm    Post subject: Reply with quote Back to top

Please post the technical details listed in the sticky post at the top of the forum.

I assume that your computer works and can access the internet if you plug it directly into the wall. Correct? What sort of network setup do you have on the computer? Are you using DHCP? Is the VT2442 set up as a DHCP server?

I assume the setup that you've been trying to make work is to plug the VT2442 into the wall using the VT's WAN port, and that you're connecting your computer to one of the VT's LAN ports. Is this correct? Can you access the administration page on the VT? Can you access the internet if you type a numerical IP instead of the alphanumerical address?

Have you checked all your cables? Have you tried re-cycling power on the VT2442?

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Jodybell
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PostPosted: Sat Jun 10, 2006 6:27 pm    Post subject: Dial tone but no internet VT2442 Reply with quote Back to top

My LAN (High Speed Internet) is SIS 900-based PCI Fast Ethernet Adapter, is that the type of network you mean? Sorry, don't know much about networks. I have rebooted the VT according to instructions and troubleshooting on the quick install guide to no avail. There was not an install disk with this device, only instructions on how to hook it up. I cannot access the VT administration page or any websites and the ping tests all fail (when the VT is attached). My computer and my regular internet connection work fine when the cable is plugged directly into the wall. The problem arises when the VT is hooked up. The internet cable from the wall is plugged directly into the blue "internet" port on the VT. There are also 4 yellow "ethernet" ports on the VT, the yellow cable is plugged into slot 1 of the yellow ethernet port and runs to the ethernet port on my computer (where my normal internet cable would be). I have tried 2 different cables and have also tried all 4 ethernet ports and rebooted each time but nothing works. All of the green lights on the VT that should be lit are lit and the there is a dialtone on the phone when it boots up.
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Steve48
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PostPosted: Sat Jun 10, 2006 6:59 pm    Post subject: Reply with quote Back to top

My suspicion is that your computer has been set up to work properly with your internet service, but is not right for working with the VT2442 (Did you set it up yourself?). Look at the network setup on your computer and tell us what it says. In particular, does it have a static IP set or is it set up to get its IP dynamically (DHCP)?

Don't change anything on your computer setup without first writing down how it was so that you can back to where you started if necessary!

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Jodybell
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PostPosted: Sat Jun 10, 2006 7:42 pm    Post subject: Dial tone but no internet connection (VT2442) Reply with quote Back to top

The people that installed the wireless internet service on my roof did the computer setup. I have already spoken to them and they checked the settings and said there was nothing that would keep the computer from recognizing the unit. They think that the Vonage unit is defective. The IP Address and DNS address are obtained automatically and DHCP shows as enabled. I haven't changed any settings on my computer.
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Steve48
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PostPosted: Sat Jun 10, 2006 8:41 pm    Post subject: Reply with quote Back to top

Just to be sure, with your computer plugged into the LAN port of the VT2442, you can't access the admin page by typing http://192.168.15.1 , correct? If not, try resetting the VT2442 by pressing the reset button in back and holding it in for 30 seconds with the power on. Then cycle power on everything again and try to get to the admin page again.

If you still can't, I would agree with the people who set up your computer that the VT is probably defective. Call Vonage and demand a replacement. I think you can get directly to level 2 using 888 250 1799.

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Jodybell
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PostPosted: Sat Jun 10, 2006 9:09 pm    Post subject: Dial tone but no internet connection (VT2442) Reply with quote Back to top

Yes. That was the first thing I tried after the web pages didn't load. I tried to reboot like you mentioned but that doesn't work either. Thanks for all of your help. I will call and get them to replace the unit or cancel the service. Thanks again.
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Steve48
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PostPosted: Sat Jun 10, 2006 10:36 pm    Post subject: Reply with quote Back to top

Your welcome; good luck. Let us know how it turns out.

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