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Djinn
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 07, 2005
Posts: 34

PostPosted: Tue Jan 30, 2007 4:30 pm    Post subject: Total service loss - Jacks stopped working during call Reply with quote Back to top

Requisite info:

1. Location = Warminster, PA (near Philadelphia)
2. ISP = Comcast (cable)
3. Upload and download speeds: 768kb/6Mb
4. Modem make and model: Motorola Surfboard SB4200
5. Type of Vonage adapter used: RTP300
6. Setup of Network:
Comcast > coaxial cable > Motorola SB4200 > Linksys WRT54G ...
> physical cable > Linksys RTP300 > wall jack > multiple telephones
7. Issue you are experiencing: Lost service
8. Run this Voip Test:
Speed test statistics
---------------------
Download speed: 10857712 bps
Upload speed: 725264 bps
Quality of service: 77 %
Download test type: socket
Upload test type: socket
Maximum download pause: 63 ms
Average download pause: 2 ms
Minimum round trip time to server: 31 ms
Average round trip time to server: 221 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.7 ms
Jitter: server --> you: 8.4 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 12
Estimated MOS score: 3.9

===================================================

Greetings...

In a nutshell, I just lost service completely while in the middle of a call. Didn't just drop the call... I'm talking about the whole service. Since the dropped call, whenever I pick up a phone, I get a recording telling me that my "telephone line is not provisioned for use. Please try the other line." So, I switch from Line 1 to Line 2. As soon as I pick up the phone, I get what sounds like a busy tone.

* I've power-cycled both the RTP300, and my router.

* I've tried plugging in a vanilla phone into each of the two jacks, and I get the same results as described previously.

My internet connection, as evidenced by this post, is working flawlessly.

For the last two weeks, Vonage audio quality has progressively been getting worse. Sometimes it's variable-pitched whistling sounds, sometimes it's a non-stop rapid-fire series of clicks. Sometimes, it's clear. But it has been getting worse, and it seems to have culminated in a total service loss.

Does anyone have any ideas what's going on? I called Vonage Support on my cell, but they're upgrading their systems, and can't view my hardware information for at least two hours. And frankly, I'm not confident they'll be able to resolve the problem.

Please help!

Thanks.
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jayson
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 13, 2007
Posts: 100

PostPosted: Tue Jan 30, 2007 5:09 pm    Post subject: Reply with quote Back to top

Hi Djinn,

Do you have the computer connected to Vonage device or your router?

unplug the power to all devices staring from Vonage device,your router and then the modem.connect the rtp300 directly to your cable modem.connect the power to the cable modem wait untill it cycles and connect the power to rtp300.connect the phone directly to rtp300 where it was originally connected.

Hope this works or post the light status on rtp300

Jay
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Djinn
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 07, 2005
Posts: 34

PostPosted: Tue Jan 30, 2007 5:19 pm    Post subject: Reply with quote Back to top

To answer your question, my network runs:

Cable modem >>ethernet cable>> Router >>ethernet cable>> Vonage device

I tried what you suggested; connecting the Vonage device directly to the cable modem (which of course, kills my internet access). Same thing; I'm still getting the "telephone line is not provisioned for use. Please try the other line" message on Line 1, and the busy signal on line two.

You asked about the lights on the RTP300... While connected directly to the cable modem, the Internet light is blinking roughly four times per second, and the Power light is on steadily. All other lights are off.

While connected to the router (normal configuration), the Internet light and the Power light are both on steadily. All other lights are off.
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jayson
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 13, 2007
Posts: 100

PostPosted: Tue Jan 30, 2007 6:28 pm    Post subject: Reply with quote Back to top

it seems something might be wrong with the line.better to call tech support
Quote:
"telephone line is not provisioned for use. Please try the other line" message on Line 1, and the busy signal on line two.
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Djinn
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 07, 2005
Posts: 34

PostPosted: Tue Jan 30, 2007 7:28 pm    Post subject: Reply with quote Back to top

jayson wrote:
it seems something might be wrong with the line.better to call tech support
I'm on the (cell) phone with them now.... I'll update this post once I learn anything.

So far, the only interesting thing to report is that she first asked me for a phone number that I can be reached at in case we got disconnected. A very reasonable request; I gave her my cell number.

After a brief discussion, she said she would research the matter, and it might take up to four minutes, and would I mind waiting on hold? I asked her if she could call me on my cell number instead, and she said no, she's not able to do that.

So why'd she bother asking me about that "in case we get disconnected" nonsense?
================

... Ok, she was true to her word, and was back on within four minutes. She told me to kill the power from both the Vonage unit and the cable modem for two solid minutes. She asked if I mind being on hold for these two minutes... sure, why not. Whoops, she's back.

She had me reset the Vonage unit - didn't help, and she's now transferring me to Level 1 support. Updates as they're received.
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Djinn
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 07, 2005
Posts: 34

PostPosted: Wed Jan 31, 2007 10:30 pm    Post subject: Reply with quote Back to top

Update... Ok, I'll admit it. It may have very well been my fault. I had to speak to several tech people before one of them asked me to check my router's DHCP Server settings.

It turns out that DHCP Server MUST be enabled, since that's what assigns an IP address to the Vonage box. If this is disabled, your Vonage hardware is guaranteed not to work. Once this was fixed (and the dial tone returned almost immediately), he had me go to Applications & Gaming > DMZ, and enable the DMZ for the Vonage unit's IP address, which was obtained from Status > Local Network > DHCP Clients Table. The tech said that this could possibly help with the noise problems I'd experienced over the last few weeks.

Anyway, Mea culpa, lesson learned. If anyone else posts about problems getting a dial tone, don't forget to ask them to check that DHCP Server is enabled.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed Jan 31, 2007 10:43 pm    Post subject: Reply with quote Back to top

How did the router DHCP service get disrupted while you where on the phone? And why was your internet service still working?

_________________
Steve Gray
Orlando, FL
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bg4
Vonage Forum Master
Vonage Forum Master


Joined: Aug 04, 2005
Posts: 164
Location: Long Island NY

PostPosted: Thu Feb 01, 2007 4:09 am    Post subject: Reply with quote Back to top

and there is no real reason for the average user to put their Vonage ip in the dmz. I do not have it there.

And again why would the dhcp server stop or disable during a phone call?

_________________
Bob-Long Island NY
Vonage Customer since August 8, 2005
ISP: Optimum Online
Router Motorola VT2442
Setup: SB4200>VT2442>Linksys WRT54G v2.2 (running WRT) wifi enabled-port 1 to switch>two PC's-
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Djinn
Vonage Forum Junior
Vonage Forum Junior


Joined: Sep 07, 2005
Posts: 34

PostPosted: Thu Feb 01, 2007 7:23 am    Post subject: Reply with quote Back to top

Steve48 wrote:
How did the router DHCP service get disrupted while you where on the phone? And why was your internet service still working?

I adjusted the router settings much earlier in the day - by several hours. It might have even been the previous day. My two-computer network uses static local IP addresses because I use several apps (such as an FTP server) that require port forwarding, and I needed to ensure that all such requests were forwarded to my computer's IP, and not my wife's. If the computers were assigned dynamic local IPs, then the forwards wouldn't always work (or so I understand).

When I saw that DHCP was enabled, I disabled it on the grounds that it seemed superfluous, since both computers had hard-set IP addresses via the control panel. Didn't think that it would impact anything else.

Since the router had already assigned an IP to the Vonage hardware, it continued working for quite a while. Many hours later, when it came time for the router to automatically "affirm" or "renew" the IP, that's when the problem started.

bg4 wrote:
and there is no real reason for the average user to put their Vonage ip in the dmz. I do not have it there. And again why would the dhcp server stop or disable during a phone call?

Second topic, see above. First topic, no idea. I'm not very familiar with DMZ settings and how they work. It was recommended by the service tech, and if it causes problems, it's easy enough to turn off. As it stands, it works, and the line (so far) is reasonably free of line noise.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu Feb 01, 2007 8:25 pm    Post subject: Reply with quote Back to top

Wow. Thanks for sharing. I wouldn't have diagnosed that in a thousand years.

_________________
Steve Gray
Orlando, FL
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