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nderekn
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PostPosted: Tue Nov 28, 2006 11:15 am    Post subject: Rough Vonage start, but worked my way through it.... Reply with quote Back to top

So where to begin.

I decided to take the plunge on the Vonage deal at Circuit City. 1 year activation, free equipment (PAP2) after rebate and $200 gift card.

I get home from Circuit City and the PAP2 when plugged in doesn't change from Red to Blue on the power light. I instantly do a google and find out that means it's dead.

Hope springs eternal as Circuit City is a 30 minute drive from my house. I call Vonage customer care and I talk to someone in India. I tell him that when I am plugged in (not to router or phone plugged in), the light is Red. Person still tells me to plug PAP2 directly into Cable modem. I told him that RED means dead from what I am reading. Guy finally transfers me to someone at another level and I am on hold and next level person still walks me through same steps. Finally, after 2 more transfers to folks in India, I get someone else who tells me "it's dead".

I hit the road and head to Circuit City. I notice that there are only 2 boxes left of the PAP2. I also notice the box is grey on the outside and not the orange color. I soon realize I had version 1 of PAP2 and the one I am exchanging it for is version 2 PAP2. I get home 30 minutes later and plug it in and there is a green light. I go to www.vonage.com so I can add this device to my service.

This is where it gets interesting.....

When prompted for MAC address, I enter the MAC address on the box of the exchanged PAP2 v2. It shows up as invalid. I figure I made a typo and I enter it again and it still shows up as invalid. I call Vonage customer care and speak to someone (from India) and this person tells me that I am not typing it correctly. So I read the letters and numbers to him. He tells me it's invalid. He tells me I am reading the wrong characters for the MAC address. I tell him that's what it says. He finally transfers me to someone else. This person is in the states. Meanwhile, wife is home from work and she's getting mad at me because I put the 2 kids in front of the tv so I can deal with this problem.

Anyways, I find out that the MAC address is indeed invalid. He looks up in his system to find out that the MAC address is in USE already by an active account. He asks where I got it and I told him at Circuit City. He says he can't do anything for me and I have to get a new device.

I go to Circuit City after the kids are down (glad they are open til 10pm). I tell them my story. They apologize. I grab the LAST box. I call up Vonage and read the MAC address. They tell me it's valid and so I exchange the invalid MAC address PAP device for this one. I also explain to Circuit City that I have been here 3 times.

So on top of the instant $200. gift card I got from Circuit City for activating Vonage AND free equipment. Circuit City gave me a $25. itunes gift card.

So far after a day, the calls have been clear. I am pysched for the $200 gift card and itunes gift card.

It's still perplexing about the invalid MAC address in how Vonage said the MAC address was in use still. So it doesn't make sense to me that someone returned at Circuit City before and Vonage forgot to wipe it out of their system.
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raijenkins
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PostPosted: Tue Nov 28, 2006 11:28 am    Post subject: Reply with quote Back to top

haha
lucky you,
you get to talk to guys from india
Lol

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sirkism
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PostPosted: Tue Nov 28, 2006 11:37 am    Post subject: Reply with quote Back to top

it could happen when someone signs up with the service using the activate mac address. If they type in 1 wrong character but the device is still theirs, it'll take and show that it is activated on that account.

customer care should have been able to help you and find out if the device really belongs to the other person.
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