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tea333
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PostPosted: Wed Mar 28, 2007 2:19 am    Post subject: New user signup fails with invalid MAC address error. Reply with quote Back to top

My new LinkSys WRTP54G-VR has Vonage logos all over it, and inside it has Vonage welcome packets, including a paper saying to activate a new account by going to www.vonage.com/activate.

When I try to activate this retail Vonage product, it fails with this message: The MAC address you entered is not a valid MAC address.

Vonage wants me to return the device, but it seems that it is their computer system that is rejecting the device. I have a work order on this issue but they still haven't responded and it's been 48 hours already. If I return this device I don't know if I'll continue trying with Vonage. It is frustrating to have go back and forth to the store due to their technological difficulties. The router appears fine. It's their web site that is rejecting and nobody can provide an answer.

They connect me from one number to another and nobody has answers and they give me a cheesy return the device answer. It's you web site Vonage!

Can anyone help with this problem?
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dconnor
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PostPosted: Wed Mar 28, 2007 2:49 am    Post subject: Reply with quote Back to top

Hi tea333, welcome to the forum.

Where did you purchase this?

Dan

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tea333
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PostPosted: Wed Mar 28, 2007 2:57 am    Post subject: New user signup fails with invalid MAC address error. Reply with quote Back to top

Hi Dan,

Thanks for the fast reply!

I bought the LinkSys WRTP54G-VR at Fry's Electronics in Sunnyvale.

Tom
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dconnor
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PostPosted: Wed Mar 28, 2007 3:03 am    Post subject: Reply with quote Back to top

Tom:

I tend to think it is not the Vonage website that is having the issue here. We have seen this before.

Your best bet at a solution is to exchange it a Fry's for a new one.

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tea333
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PostPosted: Wed Mar 28, 2007 3:31 am    Post subject: New user signup fails with invalid MAC address error. Reply with quote Back to top

I'm not sure where your logic comes from.

The activate process via the Vonage web site appears to be completely autonomous from the actual device. In fact, the instructions recommend activating via the web site before even using the hardware.

Now, logic tells me, if I enter a string of hex digits into Vonage's web site, and the site (Vonage's systems) reject those numbers... logic tells me it's their systems that are rejecting the number.

What is dumbfounding to me is that nobody seems to be able to tell me why, technically, the Vonage web site rejects the number. Not one person at Vonage seems know, and they tell me all sorts of things about returning devices and whatnot. It really ticks me off when companies have these errors messages and nobody's around who can provide support.

Please excuse I'm venting to you but, quite frankly, the error message and problem occurs with Vonage's activation web site, not the router. The router is not even in the picture at that point aside from the digits on its label. So the big question in my mind is why should I return equipment to get more equipment when this problem can't even be properly diagnosed.

Really, I believe Vonage can fix the problem without my extra trip to the store and that's really the solution I want. Less that, if I return it, I may go with another telco solution. If Vonage is so primitive that this problem can't be easily fixed, it may be a sign.

Tom
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dconnor
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PostPosted: Wed Mar 28, 2007 3:45 am    Post subject: Re: New user signup fails with invalid MAC address error. Reply with quote Back to top

tea333 wrote:
I'm not sure where your logic comes from.


It has been a long time since we last heard of this problem, but you need to have a little trust here, I read every post on this site Smile

It would appear that your boxs' MAC address is not in the Vonage database. This error happens on the manufactures level. Vonage CS can not add your MAC into the DB. It is a very restricted DB which gets it's MAC data directly from the factory.

Someone may come along and correct me in the future, but this is how it has been for the past three years.

You are looking for a solution and I am trying to help you. You need to return your box at Frys for a new one. Your current box will never work.

I hope this helps.

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roscopco
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PostPosted: Wed Mar 28, 2007 6:23 am    Post subject: google search Reply with quote Back to top

I did a Google search on this and one person had said this:

This may be irrelevant but I've found the mac address IS CASE sensitive even though they tell you it is not. My activation wouldn't take until I used capitals.

Another person wrote that the adapter had already been used before, they took it back to the store for another one and then it worked.

both of these quotes were from this forum.
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Darrell_G
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PostPosted: Wed Mar 28, 2007 7:43 am    Post subject: Reply with quote Back to top

Tom, as Dan and Vonage has suggested to you, your easiest and only resolution to this problem is to return the device and exchange it for a new one and make absolutely sure it is the WRTP54G for Vonage service. The reason I state this is because there are two different versions of the Linksys WRTP54G. One is for Vonage Voip service and the other is for EarthLink Voip service. If by chance you have the WRTP54G for EarthLink Voip service, it would explain why you are having trouble with the MAC address "NOT" activating at the Vonage activation site.

I was looking at the box of my WRTP54G and unless they have changed it, no where do I see on it WRTP54G-VR. On the otherhand, the EarthLink device is designated as WRTP54G-ER.
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tea333
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PostPosted: Thu Mar 29, 2007 2:03 am    Post subject: Thanks for the replies everyone! Reply with quote Back to top

Thanks all.

I tried upper and lower case MAC.

The admin web page for the router says Vonage, the box said Vonage, and the model has a -VR. The router's admin page/tab for Voice has this: Voice .... Access to the Voice tab is restricted by Vonage. Contact Vonage for more information.

I got a response from a Vonage work order, and they said the MAC is not in their database at all. They said it's not a device meant to work with their service. That kills me.

It seems as though Vonage and LinkSys have a confusing relationship, and Vonage's systems are too limited to add a MAC.

Thanks everyone for the help. Despite the problem, I really do appreciate all of the replies!!!
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jcovert
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PostPosted: Thu Mar 29, 2007 6:29 am    Post subject: Reply with quote Back to top

If Vonage didn't already have enough legal trouble, I'd try to wake them up on coming up with a way to fix this problem for future customers as follows:

Before exchanging the device, I'd take pictures of the device showing the model number and MAC, the box it came in, and save printouts of the web interface and all the communications with Vonage, if in email, or records of the time and date of phone conversations.

Then I'd exchange the device, and get signed up with Vonage.

I'd calculate the mileage from my home to Fry's and back at the IRS business rate, and add to that any legitimate expenses involved in exchanging the box. I'd write to Vonage customer service and ask for a credit to my account in that amount.

If there's no response in 30 days, I'd write one more time, and indicate that I expect the credit, or will take further action.

Then I'd fill out a claim for small claims court. One last written mail, sent certified, with a copy of the claim, saying they have 30 days to apply the credit, or the claim will be filed. The claim includes additional costs, such as the actual cost of producing printed copies of the pictures as evidence, and the filing fee.

And then the claim gets filed. Any big company, when it receives the actual filed claim from the court, will contact you and agree to settle for the full amount (including the court filing fee) because they don't want to have to pay a lawyer to appear in court in a case they're guaranteed to lose.

Disclaimer: I am not a lawyer; this is not legal advice; this only represents my successful experience dealing with similar situations with other companies. Reasonable companies, and Vonage is usually pretty reasonable, will apply a credit long before the claim is actually filed.

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Last edited by jcovert on Thu Mar 29, 2007 6:38 am; edited 1 time in total
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