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AndyN
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Joined: Aug 19, 2004
Posts: 10
Location: Florida, USA

PostPosted: Sat Aug 26, 2006 8:54 am    Post subject: Reply with quote Back to top

No dial tone here either (sarasota fl) since late Friday (service has been fine for over a year), Motorola VT1005V; i can browse the Internet through the Motorola just fine.

Vonage tech support says 'known problem with a firmware upgrade, they are working the issue' and to do nothing but wait.

as many have said, would be nice if they pro-actively posted a "Service Announcement" or sent an email ...

AndyN
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YFIS
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PostPosted: Sat Aug 26, 2006 9:15 am    Post subject: How I Fixed My "No Dial Tone" Problem Reply with quote Back to top

Very Happy
As others have stated, I lost my dial tone after/during a firmware upgrade to my Motorola VT1005. I had my IP settings and my DNS as static. I changed my settings to be dynamic, restarted the unit and low and behold I noticed that my power light was flashing fast (indicating that I was getting a new firmware from Vonage). The unit then rebooted again by itself, went through the various stages of light blinkings and TADA- I got a solid power light and a dial tone. I then went back into the settings a set my IP back to static and put the DNS numbers back in. Reset the unit and I am good to go.

If you go into the HELP tab of the Motorola it will display the firmware that your unit has. Here is the information before and after the upgrade-
Bad Firmware- VT20_02.1.06
Good Firmware- VT20_02.03.00_A

Hope that helps.
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dbrewer333
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PostPosted: Sat Aug 26, 2006 9:17 am    Post subject: Re: No Dialtone Reply with quote Back to top

I also had no dialtone from Lehi, UT for over 24 hours. I went into the Admin function of the adapter and rebooted, but this had no effect. I called Vonage support several times last night. Vonage needs to find some people who speak better english. I could hardly understand what these people were saying. The support person continued to repeat the mantra that I should reboot the adapter (Motorola vt1005) and wait 2-3 hours. This morning, I called support once again and asked for an ETA of when the problem would be fixed. The person put me on hold for a few minutes, and when he came back, he asked me to reboot the adapter one more time, and it worked! I asked him what he did to make it work, and he basically didn't want to tell me. I don't think the root problem has gone away, but I'm glad to have the service back.
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gmchenry
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Joined: Aug 26, 2006
Posts: 35

PostPosted: Sat Aug 26, 2006 10:05 am    Post subject: Reply with quote Back to top

My Motorola VT1005 is also not connecting properly this morning here in Colorado. No dialtone.

I've been really happy with the service for the last 2 years, but these types of amateur mistakes don't thrill me.
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tjarry
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PostPosted: Sat Aug 26, 2006 10:52 am    Post subject: Customer Service Interaction Reply with quote Back to top

After waking up to no dial tone I ended up coming here and finding the solution. Being very ticked off I decided to send Vonage a quick little note. I would advise others to do the same so that this issue gets the attention of some higher-ups, if wall-street was to hear about this it might hurt the Vonage stocks...

To: Vonage Customer Care
From: Thomas Jarry []
Subject: I lost my dial tone

Telephone:413-642-****


Account Number:
100237****

Call Back Number:


Best Time to Call Back:


Phone Adapter:
Motorola

ISP:
Comcast

Router Make and Model:
Linksys

Telephone Make and Model:
RadioShack

Description of Network:
Cable modem- Linksys router- Vonage Box- Web Managed Switch.

Description of Problem:
I woke up this morning to no dial tone. Went to the Vonage web page to look for a service outage notification, to no avail. So then I resorted to going to a third party Vonage community to see what was going on. Apparently there was a problem with a firmware update on the VT1005V and it stopped the unit from working. So I continued to surf vonage-forums.com and ended up finding a solution. I do not think that your company is doing a good job at tech support, doing a good job would of been at least posting a bulletin on the Vonage main page and possibly even posting how to fix the problem. I want this e-mail to go to the CEO so he can see what is going on behind the scene.

Thanks,
Thomas M Jarry

P.S. Please contact me solely through my e-mail at
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Len
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Joined: Aug 26, 2006
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Location: Watertown, NY

PostPosted: Sat Aug 26, 2006 10:56 am    Post subject: VT1005V Firmware Fix - Thanks YFIS Reply with quote Back to top

Hi All. I too have a Motorola VT1005V unit set up for my Vonage account, lost connectivity on Friday, and have been told by the Vonage Customer Service folks that it is a "known issue" that they intend to fix.

While I had figured out a weird way of getting the unit to connect to Vonage and work, I was frustrated that I couldn't just cycle the power and have it work "automagically."

Posts here mentioned a firmware issue, and the post by YFIS has specific information and instructions that I decided to try. Just as stated, when I changed the settings to dynamic DHCP setup, the unit received the new firmware, and when I changed the settings back to the static IP, it works great.

Thanks for the help, YFIS!

_________________
Len
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gmchenry
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Joined: Aug 26, 2006
Posts: 35

PostPosted: Sat Aug 26, 2006 11:15 am    Post subject: Reply with quote Back to top

My VT1005 was sitting behind my Linksys WRT54G v5 with all of the appropriate ports forwarded to the VT and QOS set to give the Ethernet port of the VT highest priority. The 2.1.06 firmware must have broken the ability to communicate with the VT when static IP addressing is used. I reset the VT to use DHCP and connected it directly to my cable modem (don't forget to power cycle it too). The download took quite a while to complete. The VT rebooted after the update and is again working with the 2.03.00_A firmware.

...now to get everything back to the way it was for years without a problem.


Last edited by gmchenry on Sat Aug 26, 2006 12:45 pm; edited 1 time in total
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AndyN
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Joined: Aug 19, 2004
Posts: 10
Location: Florida, USA

PostPosted: Sat Aug 26, 2006 12:00 pm    Post subject: Reply with quote Back to top

A little more detail ... I usually connect my Motorola VT1005V using a static IP address to my provider. It appears that the recent firmware upgrade process does not work with static IP addresses. I changed the VT1005V to obtain a dynamic address and moved its WAN connection to a router that would serve it an IP address. As stated in other posts, BINGO - the VT1005V booted and downloaded the new firmware (fast light flashes). I've now re-configured the VT1005V back to a static IP address and moved it to my previous static connection.

All appears to be well - gee - just like it was before this whole mess started!

Thanks to all the previous posters,

AndyN
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julesism
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Joined: Aug 26, 2006
Posts: 2

PostPosted: Sat Aug 26, 2006 1:46 pm    Post subject: Reply with quote Back to top

great... I am in the same boat. However, I cannot get into my VT1005. I had it setup for a static IP and I'm pretty sure DHCP was disabled. I know the IP but cannot access the web interface. I never have been able to get into the web admin after setting it to a static IP, but the device/service always worked until this botched FW upgrade. I've tried many things but I can't get in :/

What am I doing wrong?

Thanx in adv.
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YFIS
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PostPosted: Sat Aug 26, 2006 2:16 pm    Post subject: Access to VT1005 Reply with quote Back to top

julesism-
1) Connect your PC Directly to the PC port of the VT1005
2) Go to your PC settings and set your IP of your PC to 192.168.102.100 (or anything other than 192.168.102.1)
3) Go to your web browser and enter http://192.168.102.1

Hope that helps.
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