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JayMich
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Joined: Feb 10, 2007
Posts: 5
Location: Michigan

PostPosted: Sat Feb 10, 2007 1:17 pm    Post subject: Can't stay online for more than a day - phone works fine tho Reply with quote Back to top

First off, thanks for letting me join your forum. This is my first post.

I am having a very frustrating problem with staying connected to the Internet through Vonage. I just received the Vonage device last week, but have yet to stay online for more than a day.

If I may, let me give you a brief summary:

Upon receiving the device, it worked great. Internet was up and phone worked fine. Then the next morning, the phone is still OK but the Internet is down. I call for technical support and we spent about two hours on the phone. I talked with three separate techs the first day and the last one concluded the problem was with the Vonage device. So he sent me a new one.

I received that one and again, when I first started it up, things were fine. The next morning, though, nothing. Tech this time concluded I needed to download new drivers. So I connected straight through to my cable modem, bypassing the Vonage device to get online, and downloaded new drivers. Upon downloading those, the Internet started working again.

The next morning, the net was again down. Becoming frustrated, I called a tech again and this time he walked me through making some changes on the 192.168.15.1 page. The MAC number on that page didn't match the MAC number on my Vonage. So he had me change the numbers on the page to match those on Vonage, and wa-la, it worked great. That was last night.

This morning, I go to log on. And, yeah, no Internet.

I'm at my wits end. I know Vonage will work because it does for a few hours, but then stops working. I feel as if I am getting to know the tech support people by first name. When I found this forum online, I thouhgt I'd try this out as tech support, while nice guys, don't seem to be solving my problem for me.

Just as a sidenote, every time Vonage internet is down, my Vonage phone still works fine. And every time I disconnect Vonage and go online straight through my cable modem, it works fine. So I know the problem isn't with my cable modem.

Here are the answers to the questions asked in the sticky topic:

1. Your location
I live in Michigan
2. Your ISP name and type (cable, DSL, wireless etc)
Comcast, cable
3. Upload and download speeds
Using SpeakEasy speed test, it says download is 18,485 kbps and upload is 358 kbps
4. Modem make and model
RCA DCM425C
5. Type of Vonage adapter used ie RT31P2 or PAP2
I'm not sure if this is what you want, but the Vonage model number is VT2142-VD
6. Setup of Network ie Modem---->Vonage Adapter-->PC
Right now, I am bypassing the Vonage device. When it's used, it's Vonage into modem and into PC
7. Issue you are experiencing ie dropped calls, choppy audio etc
No Internet access
8. Run this Voip Test: After the test has fully completed, in the Advanced Tab, click on "View Text" in the lower right hand corner. Copy-N-Paste that data into your post.
I tried running this, but after 12 minutes, it was still going, so I stopped it.

Thanks for taking the time to read this. If you have ANY suggestions, please drop me a line.

Jason
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Feb 10, 2007 1:51 pm    Post subject: Reply with quote Back to top

Problems with the Voip test are usually cured by downloading the latest version of Java to your browser. Alternately, there is a Voip test that you can do at www.testyourvoip.com (test call to Boston).

Unfortunately, that doesn't address your basic problem. I gather that you don't lose internet periodically when you're plugged directly into the modem with your computer. Is that correct? When you lose internet through the VT2142, does re-booting it bring it back on line? If you re-boot the computer instead, does that bring it back on line?

A not very satisfying solution would be to put the VT2142 behind another router and use it just for the phone service. That should work, but you also shouldn't have to do it.

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Steve Gray
Orlando, FL
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JayMich
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Joined: Feb 10, 2007
Posts: 5
Location: Michigan

PostPosted: Sat Feb 10, 2007 2:01 pm    Post subject: Reply with quote Back to top

The Boston site worked. I'm not sure what details you're looking for, but it says from me to Boston is 4.2 and from Boston to me is 4.4.

I never lose Internet when connected right to the modem. That's the weird part about all this. When I lose it from Vonage, I can't reboot anything and get it back. We've tested ipconfig /release, ipconfig /renew, everything. I have never been able to get Internet back myself after it's been lost through Vonage. It's only ever come back after I've talked to a tech and we've done something. Then it always works fine, but just for a few hours and then it's out again.
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Feb 10, 2007 7:24 pm    Post subject: Reply with quote Back to top

Yeesh. That's definitely weird. It sounds as if the Vonage techs know something, though, since they seem to get it back on line from time to time. I'd call back, demand tier 2 support, and get them to take another crack at it. You may also want to drop an Email to them using the forum contact page- Menu, top left, Vonage Information, contact support. We're told that gets special attention.

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Steve Gray
Orlando, FL
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JayMich
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Joined: Feb 10, 2007
Posts: 5
Location: Michigan

PostPosted: Sat Feb 10, 2007 10:49 pm    Post subject: Reply with quote Back to top

Thanks. I'll try the email thing. Every time I call back, I go directly to tier two. They have my account flagged. I was told that tier two was the highest, but then tonight, the tech told me that there is a tier three. He said he's forwarded my request onto them, but that tier three typically don't actually speak with the customers. He took my cellphone number and said they would call back. Unfortunately, when they did call back, like three hours later, I wasn't available and it went to my voicemail. They didn't leave a callback number, but said they'd try me back. I hope they do.

Interesting, too, is if you Google "Vonage" + "Comcast" (my ISP). There's all kinds of rumors of Comcast purposely interferring with the signals on Vonage devices since Comcast now offers their own Internet phone service and doesn't want any competition.
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JEEVA
Vonage Forum Associate
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Joined: Nov 17, 2006
Posts: 10

PostPosted: Sun Feb 11, 2007 3:52 am    Post subject: Reply with quote Back to top

It could possibly be the negotiation between the Ethernet Adapter in the Computer & LAN port in the Vonage adapter. Check to see if the Ethernet light is blinking Green or Amber. If it is Green then device is negotiating with 100Mbps speed & Amber - 10 Mbps. If the PC is losing the connections intermittently. Try following steps.

1) Go the Ethernet Adapter Properties - Reduce the Link Speed to 10 mbps Half duplex. Restart the PC & see if it helps.

2) Specific Ethernet Adapters like INTEL PRO - Have these negotiation Problems

If the Ethernet light is Off which means PC gets an ip - Media State Media Disconnected. Repeating the step 1 will fix the same.

If speed is the Concern then Connect PC to MODEM & Make a note of the DNS IP address & Assign these DNS Address Statically in the Computer. There should be a difference. ( IPCONFIG /ALL - can give the DNS address )

CHANGING LINK SPEED :

Go to start --> Control Panel --> N/W Connection --> LAN Conn Properties --> Click the Configure button Next to Ethernet adapters name --> Click on Advance tab --> Properties LIst box has the Link speed info

Link Speed can be refferred in different ways
1) Link speed & duplex
2) speed & duplex
3) media speed & duplex speed.

By default their value shows as Auto - Which can be adjusted with the drop down menu. 10 mbps Half duplex is one of the best options to choose.
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Feb 11, 2007 3:17 pm    Post subject: Reply with quote Back to top

JayMich wrote:
Interesting, too, is if you Google "Vonage" + "Comcast" (my ISP). There's all kinds of rumors of Comcast purposely interferring with the signals on Vonage devices since Comcast now offers their own Internet phone service and doesn't want any competition.


I have a sneaking feeling that it might be a Comcast issue, but I doubt that it's deliberate. After all, they're leaving the phone working.

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Steve Gray
Orlando, FL
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JayMich
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Joined: Feb 10, 2007
Posts: 5
Location: Michigan

PostPosted: Tue Feb 13, 2007 12:36 am    Post subject: Reply with quote Back to top

JEEVA wrote:
It could possibly be the negotiation between the Ethernet Adapter in the Computer & LAN port in the Vonage adapter. Check to see if the Ethernet light is blinking Green or Amber. If it is Green then device is negotiating with 100Mbps speed & Amber - 10 Mbps. If the PC is losing the connections intermittently. Try following steps.

1) Go the Ethernet Adapter Properties - Reduce the Link Speed to 10 mbps Half duplex. Restart the PC & see if it helps.


So far, so good. I just did this and Vonage started working again. The real test will be in the morning to see if the power is still there. I'll update tomorrow and let you know. I just wanted to at least say thanks for now. This is looking to be the most promising idea in quite a few days.
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JayMich
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Joined: Feb 10, 2007
Posts: 5
Location: Michigan

PostPosted: Tue Feb 13, 2007 4:08 am    Post subject: Reply with quote Back to top

Well, it seems to be working just fine. This is the FIRST time I've been able to stay online for more than a day. This is also the first time that the Ethernet light on my Vonage device comes on. By golly, I think one of your users may have solved a problem that more than 10 Vonage techs couldn't solve in a couple weeks' time.

Three BIG cheers for JEEVA !!!
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