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jdgiotta
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Joined: Jan 11, 2007
Posts: 2

PostPosted: Thu Jan 11, 2007 1:31 pm    Post subject: Issues with Service and Nightmare Customer Care Experience Reply with quote Back to top

1. Virginia
2. Verizon FiOS
3. 15/2
4. ??
5. TI VTech 8100-1
6. Modem --> Linksys WRT54G --> Vtech 8100-1
7. No dial tone, red light on phone device
8. N/A at this time; I'm not on the problem network

I bought my VTech 8100-1 from Best Buy took it home, but didn't sign up right away. Later that day my wife signed up via vonage.com and she thought something was off when there was no option to not have the free phone adapter sent to us. Our mistake was not signing up via the retail activation page.

So the next day I call customer support to explain the situation and to ask if they could except the MAC address of the VTech and apply it to the phone number. After much confusion they eventually said it was "complete" and that I needed to wait 24 hours for the MAC address to be setup.

24 hours later I can see the MAC address in my account associated with the correct phone number, but still no dial tune and I get a red LED on my VTech. I've tried to call customer support, but I gave up in pure frustration due to the experience of having put on hold several times so they could query a support database. I am severely angry because tech support has as much knowledge as my grandma has with Perl.

I took every step they read to me and still success. To make things worst, I think during my MAC address setup I was some how changed for a new line and then cancellation fee of the new line. So I'm looking at about $100+ USD in erroneous charges.

Please tell me someone has any clue of what my problem might be.
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margulis9
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Joined: Jan 10, 2007
Posts: 52

PostPosted: Thu Jan 11, 2007 4:00 pm    Post subject: Reply with quote Back to top

The first question I would have to ask is, have you tried to get a dial tone with the VT 8100-1 directly connected to the modem. If so, and it worked, then there is a problem with the router. Also, power cycling the devices from the cable line in, might also help. Meaning, unplug the modem, router, phone adapter in that order, then plug them back in, in that order.
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jdgiotta
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New Forum Member


Joined: Jan 11, 2007
Posts: 2

PostPosted: Thu Jan 11, 2007 7:53 pm    Post subject: Reply with quote Back to top

Hey its solved, but yes, everything you mentioned was tried with no avail.

I had a problem with my IP not releasing or renewing until FiOS killed my lease. So I decided to just call them and request my lease be killed and next thing I know I get a green light and dial tone. Don't ask why I haven't researched it yet, but somehow the problem was with the FiOS DHCP server.
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dolphinjr0
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Full Forum Member


Joined: Jul 18, 2006
Posts: 41
Location: Anderson, Indiana

PostPosted: Sun Jan 14, 2007 12:04 am    Post subject: re Reply with quote Back to top

Yes, you have to wait for Verizon to either release the ip address or call us. I work for Verizon DSL. I know FIOS is not dsl but we are getting trained on it!
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