I've had vonage for a while but never established service

Posts: 1 · New Forum Member Joined: Jul 04, 2006 Posts: 1

I've had Vonage for a while and have never established service, despite many hours with front-line customer service (much of it on hold, of course). I've never gotten beyond the basics with support (I can't stomach any more "Is your ethernet plugged into the right place? Are you using the right power cord? Unplug, reboot, unplug, reboot, ....). Hopefully someone here can help.

Here are the details, formatted as suggested by the moderator.
1. Location: Atlanta, GA
2. Comcast cable
3. Upload: 356 kbps, Download: 6.29 Mbps
4. Modem: RCA, DCM 315
5. Vonage: VTech IP 8100-2
6. Network setup: Modem --> VTech --> PC/Mac (I have a US Robotics wireless router, but I'm trying directly with modem to eliminate that variable. Router is completely unplugged. Same result with or without router.)
7. Issue: no service. I can access the Internet through the VTech device (i.e., I get a valid IP address and connectivity is fine). The activity log on the VTech displays the following:

Received SYSTEM_EWAN_UP
Received PROV_START
Received VOICE_TELEPHONY_SRVC_UNAVAIL
Received PROV_ERROR

8. Voip test (this was ran as I was connected to Internet through VTech device):

Speed test statistics
---------------------
Download speed: 6290312 bps
Upload speed: 356936 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 43 ms
Average download pause: 3 ms
Minimum round trip time to server: 23 ms
Average round trip time to server: 118 ms

Voip test statistics
--------------------
Jitter: you --> server: 8.4 ms
Jitter: server --> you: 8.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 4
Estimated MOS score: 3.9

Thanks,
Tim

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

There's nothing in your test data and setup description that indicates that you should have a problem. You've done the right troubleshooting by eliminating your router and by testing through the Vonage device. I'm afraid that you still need help from Customer Service. You might try 888 250 1799. That should get you directly to Tier 2. Also take a look at this thread.

Posts: 39 · Vonage Forum Junior Joined: Dec 20, 2005 Posts: 39

Did you purchase the VTech from Vonage, a retailer, or used? I had some initial difficulty getting my VTech up and running, however, this was remedied by a call to customer service. They needed to provision my VTech on a different server. Not sure what that means, but it worked and I have had no issues since.

Posts: 30 · Vonage Forum Junior Joined: Jul 03, 2006 Posts: 30

I noticed that you have Comcast Cable. In many areas, Comcast requires the use of a MAC clone on the first device that it's attached to (if it's something different than what was there previously).

What you can try first before calling Customer Care is:
1. You know that your US Robotics wireless router worked previously, right? It was connected to your modem and your computer was connected to the router, right? That means Comcast recognized the MAC address of that router and it will have no problems recognizing it again.
2. Connect the network this way. Modem to US Robotics wireless router to Vtech 8100. Use your wireless router as a switch and connect your computer to it as well. (I'm assuming you know how to connect these)
3. Making sure everything is powered down, power on only the cable modem and wait until the necessary lights are on solid. Then power on your US Robotics wireless router. Give it about 30 seconds and then verify on your computer if you're able to obtain Internet connectivity.
4. When you are, plug in the Vtech 8100. The original message you were getting means that it isn't provisioning, or connecting with the Vonage configuration servers.

These are the steps that a competent Tier 2 agent would have you do. After that if it doesn't work, there are some technical adjustments made on their end to force a connection.

If THAT doesn't work, they may ask you to consolidate the connection and remove the US Robotics. They will ask you to power cycle everything again. If that doesn't work, they will have you log into the Vtech's configuration page (192.168.15.1, vtech/vtech) and try a factory reset. Power cycle again. Then log in to try a MAC clone. If that doesn't work, they may replace the device for you.