When the technician arrives, ask him for your Motorola SB5120 cable modem back and then the tech can work on the line problems if they still exist. Make sure that you stay with the Vonage executive response team, taking detailed notes along the journey, until they resolve the real problem. If you can exact a resolution of the Vonage call quality issues, you will be a hero to a vast amount of Vonage customers.
My test of the modem is complete. I have rented the Terayon TJ715X from the company, and between Rich at the executive response team and the new modem, I have had clean, clear calls every time. I re-installed the Motorola to see if the settings at Vonage made a difference, and once again experienced the dropped audio, so I returned to the Terayon and have not looked back. (perhaps the individual modem was bad, or perhaps it is a nuance in the model, but I don't care to find out!) At this point, no one knows if if am calling from a landline or from Vonage. I plan on cancelling my landline next week.
As for customer service, the executive response team is the only way to go. I suggest polite, straight-forward commentary on the problem and contact info and time. I received a case number, email, direct 800 number with personal extension, and a month of free service. MOST IMPORTANTLY, the issue was fixed.
Thanks for all of your input. Without it, I would be an ex-customer of Vonage.
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