Random Amounts of Static and Undependable Service

Posts: 6 · New Forum Member Joined: Aug 24, 2005 Posts: 6

Steve48 wrote:

I would recommend removing the BEFW11S4 completely for at least a brief test. For advice on networking issues with multiple routers, try Nate Hoy's notes here: http://vonage.nmhoy.net/ .

Finally decided to dive into this project. Hooking the RTP300 directly up to the modem, and plugged a cord phone directly into the RTP300. Tried it for about 10 minutes and the static ranged from annoying to horrible. Took the cord phone over to my neighbor's house (who has Vonage with home wiring), plugged it in and it sounded near-pristine.

So I think it's starting to look like the culprit is the RTP300. I will call Vonage tonight and **** them out and see what that gets me. I have had this problem for almost four months, and I think I'm owed some recompense.

tglea: not that it matters, but you misunderstand. I was talking about upgrading my Linksys wireless router to the WRT54G, not the Vonage-enabled WRTP54G -- my thought was that maybe with a better router and perhaps the famous sveasoft firmware, my service would improve. Seems like it's probably just a bum RTP300, though.

Any advice for dealing with Vonage? Thanks again for helping me narrow this problem down -- you guys have been INFINITELY more helpful than Vonage Customer Service!

Posts: 10 · Vonage Forum Associate Joined: May 17, 2005 Posts: 10

The level 1 reps are not authorized to send out replacement routers (this was relayed to me by the Vonage rep who was processing my request to cancel all service) but she could send me a replacement overnight, no problem. However it seems a little drastic to have to call to cancel all service to get a replacement router. Vonage should be in the businees of selling telephone service not just router equipment.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Randbot, you're troubleshooting correctly and I think you're on the right track. If that cooperative neighbor also has broadband, then one last test before tangling with customer service would be to take the RTP300 to his/her house and see if it works well there.

It the RTP300 is out of warrantee, you have the option of getting a replacement at retail and not fooling with Vonage over it. Just make sure that the box on the new unit is marked for Vonage use.

Posts: 35 · Vonage Forum Junior Joined: May 27, 2007 Posts: 35

Steve48 wrote:

If the RTP300 is out of warranty, you have the option of getting a replacement at retail and not fooling with Vonage over it. Just make sure that the box on the new unit is marked for Vonage use.

Vonage service works well if you have great internet connection and device is working great. Nothing is immortal and this goes to any device as well.

If your device stops working properly and it is within the warranty period, by all means call Vonage and have it replaced.

If it is out of warranty, get one for your self. Vonage service is very cheap. You should at least invest something yourself.

Posts: 6 · New Forum Member Joined: Aug 24, 2005 Posts: 6

orient_guy:

Hey, I understand that devices go bad. Assuming that the warrantee is a year (I think it is), yes the RTP300 is out of warrantee. However, I still think that only 1.5 years for a Linksys-branded router is a pretty unacceptable lifespan.

Plus, it's not like Vonage ever suggested that the device could be at fault. If they had said "sorry, go buy a new device and see if it works," I would have grumbled, but done it, and this problem would have been solved MONTHS ago. Instead, they keep "adjusting settings" and I keep having crappy service. Is it really unreasonable for me to be upset?

--

I will go to Circuit City tomorrow and let you know if a new device fixes everything. Thanks again for all the helpful advice in this forum!