New user signup fails with invalid MAC address error.

Posts: 1327 · Vonage Forum **MVM** Joined: Nov 08, 2006 Posts: 1327

I would take the photos of the unit, including the box and send it to Vonage, as regards with the other stuff, I think you are wasting your time.

You could order an adapter from Vonage and see if they will send it free of charge, because of the problems you have already incurred, probably won't happen either.

Posts: 52 · Full Forum Member Joined: Jan 10, 2007 Posts: 52

I hope you guys aren't serious with that crap you're coming up with. If you are getting that error, it usually means that MAC is associated with someone else's account. Fry's is notorious for getting merchandise back and putting it right back on the shelf to sell to the next sucker, I mean customer.

Posts: 6 · New Forum Member Joined: Mar 28, 2007 Posts: 6

Thanks again everyone. I returned the returned the WRTP54G and got a LinkSys PAP2 and it works!

In response to some who said it was already in use: Vonage mentioned they didn't even have the MAC in their database - they had no record of it, even one of it being used or in use. Plus Fry's typically labels the returned restocked boxes. Not that there could not be an error with Fry's not affixing a "It's been opened" restocking label, but the fact that they did not, along with the fact that several Vonage reps in several departments could not even find the MAC as ever even in the DB, led me to push harder for a softer, more customer friendly answer.

The PAP2 works nicely though so the problem is solved as far as I'm concerned.

If you have absolutely nothing better to do, below is an edited/abbreviated email thread with Vonage regarding this problem. The thread began after they took a work order after going through to several offices by phone on this issue:

ME: I just bought a Vonage / LinkSys WRTP54G-VR. Inside, the Vonage instructions tell me ...... Can you please setup your system to accept the above MAC address for my brand new LinkSys WRTP54G-VR which has Vonage logos all over, and which has a Vonage welcome kit inside? Please do not tell me to return it to the store. Please take the time to contact your CEO or LinkSys to find out why this is not working.

Vonage: Prospective Customer, Thank you for Contacting Customer Care. We understand from your email that you are unable to activate the device with our Vonage service. From our records, we see that the device is not a Vonage US device and we will request you to return the device to the retail store and get a device which is provisioned for Vonage US from one of our our affiliated retailers such as SAM's Club, RadioShack, Best Buy,
Circuit City, Staples, Fry's Electronics, Office Depot or CompUSA.

ME: The admin page for the LinkSys router says it is for Vonage. The boxes say Vonage. There is a welcome kit for Vonage. The model number on the device is WRTP54G-VR, which as I understand it, the -VR means Vonage ready. .... Why are you and LinkSys selling these boxes? Why doesn't anyone know why a customer like me buys this and you tell me it doesn't work with you service but it has your name all over the box and the software? Uggg!

Vonage: Dear Prospective Customer, Thank you for Contacting Customer Care. We understand from your email that you are unable to activate the device with our Vonage service. We recommend you to purchase the device from our affiliated retailers such as SAM's Club, RadioShack, Best Buy, Circuit City, Staples, Fry's Electronics, Office Depot or CompUSA. Make sure the device should be Vonage labeled. Once you get the device, Please get back with the WAN MAC address of the Vonage device (you can see on bottom of the device) to activate on your account.

ME: The device was purchased from Fry's Electronics. The admin page for the LinkSys router says it is for Vonage. The boxes say Vonage. There is a welcome kit for Vonage. The model number on the device is WRTP54G-VR, which as I understand it, the -VR means Vonage ready. How can LinkSys sell this router and you guys are telling me it's not provisioned for your service??? Can you call LinkSys can find out why they are selling boxes with your name on it? Why are you and LinkSys selling these boxes? Why doesn't anyone know why a customer like me buys this and you tell me it doesn't work with you service but it has your name all over the box and the software? Uggg!

Vonage: This is an auto response email message. Please do not respond. Thank you for your email. Due to the nature of your request we are forwarding your email to our second tier support team. Please allow up to 24 hours for a Customer Care agent to respond to your inquiry. Sincerely, Vonage Customer Care

*

The above is as far as it went. The last Vonage response was just received. I said the heck with it and picked up a PAP2. It works fine, but it will be interesting to see what the next tier says. You'd think I would have gotten to a higher tier earlier. I feel it was a VonageBot that was responding the whole time. You'll notice I took the liberty to cut and paste after a while. I hate it when support systems fails to use the information the cusotmer has already given.

Please note the above phone thread stems from a work order filed after not only explaining the above on the phone to several departments, but the final department heard all of the facts and filed the work order. You'll notice it was like starting all over again hence my frustration. Perhaps the next tier will start off with, "Why don't you go to a major retailer..." Smile

Thanks again everyone.

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Posts: 28 · Vonage Forum Junior Joined: Feb 14, 2007 Posts: 28

I bought the Linksys WRTP54G for Vonage from a local retail store, Best Buy. My box does not have the VR at the end of the model # and I had absolutely no problems getting the service activated. I sure hope your issue is resolved quickly. I have received great service with the Vonage system.