Turn around time for replacement Voice Terminal

Posts: 37

After being struck by lightning about a year ago I have been having terrible reliability with my Voice Terminals (purchased from Vonage on-line in 2004). The unit that Vonage replaced my original box with was labeled as refurbished. It lasted about 4 months and then just up and failed to locate the gateway. Vonage at that time replaced it within about 5 days. Not good but more-or-less acceptable.

That terminal failed about a month ago - same issue - and I was told a replacement would go out and I would have same within 3 business days. After numerous phone calls and broken promises, my replacement box still had not shown up so after the first week of no box I went out to Future Shop and bought a retail box (CA$64 Linksys) and did the MAC ADDRESS change on the activation web site and got my service back.

I continued to wait and wait and my calls were met with we are short of that model etc etc. I said I did not care for any Bells and Whistles all I needed was a basic box , it did not even have to provide feed through DHCP service.

Well after 23 days - yes 23 days - a nice D-Link terminal showed up so I switched my line over to that box and will keep the Linksys as a spare for the next time.

This was and is totaly unacceptable yet Vonage seems to think I deserve no compensation other than a free month if I BUY a second line. Ya sure....

Moral of the story - if you want to assure continued service, wait for a good price on a retail box and buy one as a spare. The Vonage activation web site makes it easy to change devices.

Posts: 120 · Member of the Week Joined: Aug 30, 2006 Posts: 120

Intestesting.. I was assured that my new VT2442 would be on it's way within 24 hours and that I should expect it within 3 business days. The current VT2442 works fine, except for some funky LED behaviour which makes me nervous, hence the request for a new one Smile

I sure hope it doesn't take as long as yours did. That really must be a rare occurence.

Good idea regarding the retail purchase. I'll keep my eye out for those deals where you can get the adapter/router for free, after rebates and pick one up.

Posts: 22 · Vonage Forum Associate Joined: Sep 14, 2006 Posts: 22

I'm sure that is the exception not the rule, my pap was struck by lighting and i recieved mine in 3 days, I'm a manager of a Telephone Booth located in Newmarket we have our Pap on sale too only 64.99 email me @ m17@cabtel.ca if you ever have any problems I can help you

Posts: 120 · Member of the Week Joined: Aug 30, 2006 Posts: 120

ve3sy, I did as you suggested and went out and bought a PAP2 for $64. With it, and the free vt2442 from Vonage, I can cover all bases. Example, if my wrtg54s linksys router fails, I have a backup with the vt2442, and if the PAP2 dies, the vt2442 will cover that also.

I just connected the PAP2 and I'm looking forward to seeing how it performs when compared to the vt2442. The geek in me thinks the $64 spent is worth it just to get the opportunity to play with both side by side Smile

So far the PAP2 is working flawlessly.. but a few more days/weeks will tell for sure.

Posts: 120 · Member of the Week Joined: Aug 30, 2006 Posts: 120

well, the new vt2442 arrived as promised this morning. In fact, it's a newer version of the vt2442. The old model was vt2442-vd and the new is vt2442-vc. I don't know if there's any difference between the old and new, but they have slightly different model numbers and the led lights are covered by a totally black cover, instead of the silver looking cover. The old Motorola box was dated 2005 and the new one is dated 2006. I'll have to research the difference between the two.

Regarding phone quality, the vt2442 is better then the PAP2. Less static on the line and I don't get those periodic voice jitters that I did with the PAP2 over the past couple of days.

I also called Vonage to let them know I bought a PAP2 retail, and they graciously credited my account the $70+ dollars to cover the cost of the device.

So now I need to decide whether I'm going to keep the PAP2 at all. I can always run over to BestBuy and get a new one if my vt2442 ever fails on me Smile