Not able to connect to Internet using Vonage Canada

Posts: 6 · New Forum Member Joined: Dec 14, 2006 Posts: 6

I just installed Vonage over the last week. Audio quality was good and was able to surf the internet during the transition week of disconnecting my Bell Canada landline.

Now since I was informed the disconnect with Bell was complete, I have not been able to use the internet. I have reboot the Vonage router, my Look DSL modem my computer many times. I have connected to the Motorola site for the Vonage router offline and it informs me I am connected to the internet. Obviously as I can use one phone to call customer support.

After spending two hours with second-level Vonage customer support, I suggested firewall issues. I had uninstalled and reinstalled the Sygate firewall and am 100% certain this is not the issue.

I notice when not using the phone, the internet is light on the vonage router, but again I cannot connect to the web. I do notice thats when I make a phone connection that light goes off.

Anyways a bigger issue, when signing on Vonage skirted the issue of home wiring I saw on the Primus site. This whole issue was not explained to me until only later in great detail after I had signed with them.

Going back to the Primus site which offers much superior house wiring explanations it says that their talkbroadband will not work on the DSL line but only on a SECOND line.

This is a whole new issue and probably why I cannot browse internet. Was I deceived by Vonage and need that SECOND line, or can someone explain to me what really happening and all my options.

I may have to go back to a landline.

Posts: 64 · Full Forum Member Joined: Jun 24, 2006 Posts: 64

Did you plug your phone adapter into the same house phone line that has DSL? If so, you may have fried your phone adapter. You should never connect your phone adapter to a phone line that has any other power source, such as DSL or a regular land line.

Suggestions:

1. Hook your computer directly to the DSL MoDem and see how your Internet access is. (Unplug/disconnect Vonage phone adapter and any phone from it, too).

a. If your Internet access doesn’t work on your computer, it’s a DSL/DSL MoDem problem, not a Vonage issue.

b. If your Internet access does work, proceed to….

2. Add the Vonage phone adapter between your DSL MoDem and the computer without any phone line connected and try again after powering up the MoDem and phone adapter.

a. If the computer loses internet, bad adapter.

b. If it does work….

3. Plug a phone directly into the phone adapter, not the house wiring.

a. If the phone doesn’t work, bad adapter or phone.

b. If it does work, now you just need to reconfigure how you connect the phone adapter to the home phone wiring (or not)….

If your house is wired for line 1 (red/green in the old standard) and line 2 (black/yellow), just get a line 1/2 splitter and put Vonage and the phones on whichever line the DSL is *not* on. (Be sure to disable the input from the TelCo on the line Vonage is on where the TelCo lines come in your house).

If not, you can get wireless phones and plug the base station directly into the phone adapter.

Posts: 1320 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1320

Who is your internet provider? You mentioned Primus, if so I don't think it will work properly, because I had Primus as my internet provider and they told me I would have to go to cable to use their voip service.

I am using cable internet and vtech phones with 3 handsets, 1 plugs into the vonage adapter and the other 2 phones don't have phone cords I just plug the power adapters in the wall, this eliminates having to wire the house.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

I'm guessing that the OP must have Bell DSL, as a dry loop.

If I understand the dilemna correctly 1), the phone periodically works, 2) Web browsing does not. (although how did he post Wink

I'd like more information on the setup. Any routers. How many computers? Also if you leave your Vonage unplugged are you able to connect to the internet.

As far as house wiring, the reason for the Primus only working on a second line is because the primary line is needed for the DSL and cannot be disconnected at the NIU. This has nothing to do with your issue

Posts: 6 · New Forum Member Joined: Dec 14, 2006 Posts: 6

outerfire wrote:

I'm guessing that the OP must have Bell DSL, as a dry loop.

It's Look communication DSL

If I understand the dilemna correctly 1), the phone periodically works, 2) Web browsing does not. (although how did he post Wink

I am posting with my computer at work Lol

I'd like more information on the setup. Any routers. How many computers? Also if you leave your Vonage unplugged are you able to connect to the internet.

As far as house wiring, the reason for the Primus only working on a second line is because the primary line is needed for the DSL and cannot be disconnected at the NIU. This has nothing to do with your issue

I will print this info and try tonight at home.
Thks.

Posts: 6 · New Forum Member Joined: Dec 14, 2006 Posts: 6

I've spent about 4 hours with three different tech support people and the conclusion has been that

there was communication between the router and computer.

I did have phone service, but now I do not have that.

I believe now the router is fried.

Time perhaps to go back to a landline.

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

So I'm still confused (Is the following correct?)

Problem started as 1) Vonage phone service and no internet
Problem is now 2) No Vonage phone service but you have internet

As far as the router being fried -- Are you talking about the Vonage router? If that is the case -- Did you plug it into the house wiring? That should NEVER be done without isolating the house wiring and since you are running DSL service that is not a simple task. If you did plug into house wiring then I'd be very surprised if your router wasn't fried.

As far as going back to landline. I would never be happy if I had to go back

Posts: 6 · New Forum Member Joined: Dec 14, 2006 Posts: 6

outerfire wrote:

So I'm still confused (Is the following correct?)

Problem started as 1) Vonage phone service and no internet
I had both internet and phone during the transition from Bell landline. When I was told Bell was eliminated, I had Vonage phone but no internet.

No I have have neither. It does seem the modem is fried.
What are my options?
Vonage has been very evasive about this wiring issue. I should have been at least advised. I got notified by email that transfer from landline was complete and all I had to do was reboot the router, nothing about wiring.

Problem is now 2) No Vonage phone service but you have internet

As far as the router being fried -- Are you talking about the Vonage router? If that is the case -- Did you plug it into the house wiring? That should NEVER be done without isolating the house wiring and since you are running DSL service that is not a simple task. If you did plug into house wiring then I'd be very surprised if your router wasn't fried.

As far as going back to landline. I would never be happy if I had to go back

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

It's hard to just seem that the modem is fried. But I can't really comment much else without knowing your configuration.

ie. Just 1 computer or more, any other routers. What order things are connected.

Truthfully, I'd take the Vonage system right out of the configuration first. I'd get the internet running and by leaving Vonage out of the equation, you'll simplify your troubleshooting and get more support from your ISP. If you can't get your internet working again then there is an ISP issue. If that works fine and problems arise when you rehook the Vonage equipment, then forum members can help with those configuration aspects.

Posts: 6 · New Forum Member Joined: Dec 14, 2006 Posts: 6

My DSL provider Look Communications informs me that they do not offer a dry DSL connection ie: a DSL connection without a landline.

That appears to be the problem. so back to a lanline for now.

Better and wiser. Rolling Eyes