I called at 1:00pm EDT, on a Wednesday (today). My RTP300 has been dying a very slow death (first a high pitched squeal, now tons and tons of static, even when disconnected from the network and a wired phone is connected on both phone ports). I called to activate a D-Link VTA-VR device purchased at a retail store (swap the current mac to a new mac).
After going through the menu, someone immediately answered. While I'm sure it was someone in a far away land, he spoke slowly and clearly enough to be easily understood. We went through the process of enabling the new mac address, he took the liberty to change me from phone port 2 (which was done about a year and a half ago troubleshooting an issue with an RT31P2 and white noise) to port 1 (and actually told me he did so), and offered to walk me through hooking up the new device into my network since I'm going from a router device (RTP300) to non-router device (VTA-VR). I declined his assistance since I called from work and will be hooking this up when I get home tonight. He still proceeded to quickly tell me the steps of shutting down the network (cable modem/router/PC), putting the VTA into the network, and turning everything back on.
Very friendly rep, immediate response, and quite helpful.
This isn't saying everything is rosey in Vonage-land. I did call a few nights ago and waited 45 minutes on hold, only to give up. I also don't know if the service rep did the right thing - I'll find out when I hook it up this evening.
Thanks for the positive post -- I believe people are much more inclined to post the negative and keep the positive to themselves (and this applies to far more than just Vonage), so it is always good to see a positive post and hear about a good experience!
outrun Vonage Forum Senior
Joined: Mar 15, 2005 Posts: 114
Location: Ashland, MA
Small update. When I got home, the Phone 2 light on the RTP300 was out. I shut down the entire network, re-IPd the WRT54G to 192.168, put the VTA in the network, plugged everything back in, and within a minute, I had phone service again (using phone port 1).
Sound quality of the VTA is perfect (better than I ever remember compared to the RTP300). Maybe the RTP was deteriorating for so long that I don't remember how it was originally.
Two thumbs up for Vonage support this time around.
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