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chris073
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PostPosted: Fri Jul 14, 2006 7:38 am    Post subject: Vonage support hits an all new low Reply with quote Back to top

Have you ever heard of this? I stopped at a Circuit City, bought a brand spanking new PAP2 adapter, still in the shrink rap to replace my now overheated defective FREE router they sent me.

I called to have the new PAP2 activated. Gave them my MAC address off the back. After a couple minutes on hold, the guy comes on the phone and tells me that the MAC address is ALREADY in use. Eek

Um. How is that possible. I have been a network adminitrator for 15 years, and never heard of that.

By the time I reached 3rd level support, they claimed they could not use that mac address because it belonged to some test account for Vonage. I started getting louder and louder as I explained, that if you delete the test account, and assign that mac address to me, if you call it and I pick up....THEN I HAVE THE DEVICE....YOU DONT!

But, I was told they did not have the ability to make that change.

Now, I am not against Vonage, in fact the technology is fantanstic and I plan on sticking with it. But, their support is below level 1, and it explains why the stock sits and such a low level right now.

Advise, hire educated people with IT degrees preferably, and upgrade your tecnological abilities at the support level. I assign mac addresses all the time, it's not that hard to do.

This experience has only made me realize that I just might be able to win the lottery. What are the chances of a Mac address conflict?

Anyone?

Be safe everyone!
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focuswiz
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PostPosted: Fri Jul 14, 2006 8:34 am    Post subject: Reply with quote Back to top

If you are certain that the mac address was assigned to a test account, you are right, this is a new low. However, many stores have shrink wrap machines to re-wrap products that are opened but returned complete and supposedly unused.
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chris073
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PostPosted: Fri Jul 14, 2006 8:38 am    Post subject: Reply with quote Back to top

Oh I am certain. I went through 3 levels of support. I even gave them the 12 digit serial number, which also showed up related to that test account mac address.


I am heading to Circuit City this morning to replace it.

Should I go with the Pap2 adapter, or is the WRTP54G a better option. Which performs with the least amount of problems, or are my chances for another failure the same?
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scerruti
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PostPosted: Fri Jul 14, 2006 9:35 am    Post subject: Reply with quote Back to top

If you already have a solid network setup stick with the PAP2.

We went through a similar problem a few months back where valid Vonage MAC addresses for new equipment were not in Vonage's database eligible for activation. Some people were able to get them activated, others simply kept returning until they got one that worked.

Depending on hold times and the availability of a phone you may want to call Vonage from the store to verify MAC addresses assuming they are printed on the outside of the box.

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rgnok
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PostPosted: Fri Jul 14, 2006 10:32 am    Post subject: Re: Vonage support hits an all new low Reply with quote Back to top

chris073 wrote:
Um. How is that possible. I have been a network adminitrator for 15 years, and never heard of that.


You've been a network administrator for 15 years and never heard of MAC address cloning?

I'm not saying that's the case, in fact, I assume it is just as you said and Vonage has somehow assigned that address to some sort of test account or device, but it is certainly possible to clone an address, and frequently (I don't remember with the retail PAP2) the MAC address is shown on the outside of the retail package, so it is not difficult for an unscrupulous person to grab the MAC address from a device without opening it or, for that matter, leaving the store with it!

But anyway . . . to the actual issue -- I agree, if everything else on your network is good and works right, stick with the PAP2. And, as scerruti suggests, given that you've been bitten once, if there is time, check with Vonage from the store to verify the MAC address on the new device.
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chris073
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PostPosted: Fri Jul 14, 2006 10:37 am    Post subject: Reply with quote Back to top

my point was in 15 years of engineering, I have never seen a duplicate mac or ever heard of a need to do so. That's the last thing you expect to happen when you buy a brand new device from a retail outlet.


Anyway, I took your advice, and picked up another PAP2. I called in the mac and the guy said to me it was programmed and ready. Atleast thats what it sounded like with the accent he had (some country far far away)
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navydavy2001
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PostPosted: Fri Jul 14, 2006 10:41 am    Post subject: Reply with quote Back to top

Well, to be fair, you said "network administrator", not engineering. There's a big difference. One does mostly operations and the other does mostly planning and design, in general. The need to clone MAC addresses is huge in residential network setups, as well as some corporate ones.

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chris073
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PostPosted: Fri Jul 14, 2006 10:43 am    Post subject: Reply with quote Back to top

I have been actually both. An engineer for 15 years, and recently filling the role of a network admin.

I think Linksys should inventigate why their products MAC addresses are being used other then their purpose.
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rgnok
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PostPosted: Fri Jul 14, 2006 11:00 am    Post subject: Reply with quote Back to top

chris073 wrote:
I think Linksys should inventigate why their products MAC addresses are being used other then their purpose.


I agree!

I've never been so fond of having the MAC address on display on retail boxes, either.
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VonageTPA
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PostPosted: Fri Jul 14, 2006 11:42 am    Post subject: Reply with quote Back to top

Definitely go for the PAP2. The RTP300 / WRTP54G still has a few DTMF issues which Vonage pretty much said they have no real intentions of fixing.

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