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novem
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Joined: Sep 09, 2006
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PostPosted: Fri Sep 08, 2006 11:49 pm    Post subject: New PAP2 with Invalid MAC address..... Reply with quote Back to top

Hello,
I'm a new soon to be user *hopefully*, but during the registration process I keep getting an error message....
"The following error(s) occurred:
The MAC address you entered is not a valid MAC address. Please enter it again. If you get this message again, please contact Vonage Customer Care at 1-VONAGE HELP or email us at customercare@vonage.com"
To answer the questions in the sticky:
1. I am currently in Japan, but purchased the PAP2 just recently from a Circuit City in California.
2. I have BB Internet through Americable Japan.
3. 3Mbs down and i'm not sure of the up.
4. Modem is a Motorola SB5101
5. Linksys PAP2 (Vonage)
6. Modem -> Router (Linksys WRT54GS) -> PAP2
7. See above.
Any help to resolve the issue in this forum would be greatly appreciated, as 1-800 calls are $$$! Thanks in advance.
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butterman
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Joined: Jan 29, 2006
Posts: 323

PostPosted: Sat Sep 09, 2006 7:20 am    Post subject: Reply with quote Back to top

I don't think there is a way for you to get out of contacting support for this.

I've seen issues like this posted in this forum before where the device hasn't made it in to Vonage's database which is what prevents it from being registered.

You can try the email route, but expect it to take at least a few days.

Update: I also saw this link for support a few posts down. Might want to try it as well as it was mentioned in the post that this was better than using the email address.

http://www.vonage-forum.com/contact-support.html

Here is a link to that thread:
http://www.vonage-forum.com/ftopic16238.html

_________________
Vonage Customer since: 11/2004
ISP: Time Warner (RoadRunner)
Location: NC
Network Setup: Motorola SB5101->Linksys WRT54GL (Running Tomato) ->RT31P2 & PAP2
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rgnok
Vonage Forum Master
Vonage Forum Master


Joined: Jun 12, 2006
Posts: 174

PostPosted: Sat Sep 09, 2006 8:35 am    Post subject: Reply with quote Back to top

Actually I believe the message you are getting (almost IMMEDIATELY after entering the MAC address, right?) is generated when the address is validated for structure, not when it is checked to activate.

In other words, it APPEARS that the MAC address you are entering is not IN THE FORM of a correct MAC address; it is not even getting to the point of trying to USE the address.

Are you certain you are entering the right 12 characters? MAC address will contain only letter A-F and/or numbers 0-9; no other characters can be in the MAC address.

When I test this at Vonage's website using incorrect characters (letter "o" for example, instead of numeral "0"), I get the same error message, but it comes back WAY to quickly to be actually testing the address -- it is coming back because the characters I entered in my test could not POSSIBLY be a valid MAC address.
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russa
Vonage Forum Associate
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Joined: Jun 26, 2006
Posts: 11

PostPosted: Sat Sep 09, 2006 11:40 am    Post subject: Re: New PAP2 with Invalid MAC address..... Reply with quote Back to top

I had some trouble reading the verrrry small numbers and letters of my Mac address. Sometimes 8', 6's and 9's can look alike. Also the letter o can look like the number 0.

Try to get a closer look. I had to use a magnifying glass. Yes, believe it or not; and I have 20/15 vision.
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