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HildBeft Posted:
You can recollect
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and open the
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The devices are
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massrman Posted:
Hi these are most
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meldanpick
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Joined: Jul 08, 2007
Posts: 6

PostPosted: Sun Jul 08, 2007 4:31 pm    Post subject: vonage blocking internet and phone Reply with quote Back to top

Hi everyone - after getting absolutely NOWHERE with the poor Vonage customer service, I've come here in search for some much needed help. Here's all my stats -

2. Your ISP name and type (Cable, through Time warner)
3. Upload and download speeds (not quite sure?)
4. Modem make and model (RCA digital broadband cable modem)
5. Type of Vonage adapter used ie (RT31P2)
6. Setup of Network ie (Modem---->Vonage Adapter-->PC)
7. Issue you are experiencing: see below stats

Speed test statistics
---------------------
Download speed: 6877712 bps
Upload speed: 490560 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 50 ms
Average download pause: 2 ms
Minimum round trip time to server: 18 ms
Average round trip time to server: 19 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.9 ms
Jitter: server --> you: 8.3 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: 8
Estimated MOS score: 3.9
My Results
Download 6,877,712 bps
Upload 490,560 bps
QOS 99%
RTT 18 ms
MaxPause 50 ms

Given your current Internet speeds, we estimate that your Internet connection can support a maximum of 6 simultaneous high quality Vonage® Voip connections.

Now, here's whats been happening. May 20th, my phone and internet stopped working. When I unhooked the Lynksys broadband router supplied by Vonage and hooked my cable up to just the cable modem - my internet works just fine. So, on the 23rd of may, I called to troubleshoot the router. The guy that I spoke with could not connect to it - said he'll ship a new one out to me and I should have it in 2 days. June 14th rolls around, no router. I call again. (meanwhile, all my calls are being forwarded to my cell and using those minutes as well) So, we go through the entire story again - they supposedly ship another one out to me. July 3rd comes and goes still no adapter... I spend 2 HOURS on hold before speaking to a manager on my cell - and he give me two months worth of credit, and personally ships me out a router. I get it this past friday. Yay, right! Wrong. I get it all hooked up... the phone and internet still don't work. I do the same old trouble shooting all over again, check my connections, restart, etc.... nothing. I have no idea how to fix this. In order to get online I have to completely unplug the router. There's nothing wrong with my phone... Does anyone know how to trouble shoot this? I've checked firewall settings, they are fine. It was working just fine until the first router died on me. Now there's no connection with the new router either. The customer service has been just awful, so I am trying to call Vonage as a very last resort. I really don't want to swtich to the cable company because it's 40 a month whereas I have the 500 plan with Vonage. Any help/advice would be greatly appreciated. Thank you so much!!
Melissa
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Mon Jul 09, 2007 7:43 am    Post subject: Reply with quote Back to top

First thing I'd try: Unplug your cable modem from power for at least 60 seconds. 5-10 minutes would be better. Then power it up, and reconnect the Vonage router. This gives the cable modem the chance to "forget" your old MAC address and "remember" the new one.

If that doesn't work, is log on to the Vonage router and have it clone the MAC address of the PC you are using that works. That way, you "fool" the cable company into thinking that your PC is connected directly to the cable modem.

Some cable companies, once they start offering their own phoen service, have been known in the past to start blocking connections to competing voice devices (which they identify through the MAC address). Others have very "special" procedures you need to go through to change the MAC address that is associated to your account. Cloning the address of your (working) PC is one way to get around both of those issues.

Side note: To save those precious cell minutes, you may want to sign up for a free account with the Gizmo Project - you can use your PC to call Vonage tech support - Gizmo does not charge for calling 800/toll free numbers.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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howiewifi
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Joined: Dec 13, 2005
Posts: 330

PostPosted: Mon Jul 09, 2007 8:29 am    Post subject: Reply with quote Back to top

One other thing to check is the default IP range of the different routers (such as 192.168.1.x). If the first 3 numbers match, then the routers don't know where to send anything and that is your problem. You can change one of them so that they'll be in diffeent ranges and will "be happy".
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meldanpick
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Joined: Jul 08, 2007
Posts: 6

PostPosted: Mon Jul 09, 2007 2:08 pm    Post subject: how do I do that? Reply with quote Back to top

NateHoy wrote:
First thing I'd try: Unplug your cable modem from power for at least 60 seconds. 5-10 minutes would be better. Then power it up, and reconnect the Vonage router. This gives the cable modem the chance to "forget" your old MAC address and "remember" the new one.

If that doesn't work, is log on to the Vonage router and have it clone the MAC address of the PC you are using that works. That way, you "fool" the cable company into thinking that your PC is connected directly to the cable modem.

Some cable companies, once they start offering their own phoen service, have been known in the past to start blocking connections to competing voice devices (which they identify through the MAC address). Others have very "special" procedures you need to go through to change the MAC address that is associated to your account. Cloning the address of your (working) PC is one way to get around both of those issues.

Side note: To save those precious cell minutes, you may want to sign up for a free account with the Gizmo Project - you can use your PC to call Vonage tech support - Gizmo does not charge for calling 800/toll free numbers.


I've had my router/modem unplugged for days at a time, so I know that won't solve the problem. I've tried rebooting many times. I have no idea how to work with ip addresses or MAC addresses... how do I do that stuff?
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Mon Jul 09, 2007 2:24 pm    Post subject: Reply with quote Back to top

MAC address cloning is covered in the manual for your device.

http://en.wikipedia.org/wiki/MAC_address

Basically, your ISP expects you to connect with a specific network card, which they identify using the MAC address of that card (see definition above). You can "fool" your ISP into thinking you are still using that card by "cloning" the address into your router. This is a very standard function of routers nowadays, since a lot of ISPs used to make you go through major hoops to change the MAC address.

As far as the IP address, that's in the basic setup page of your router. Default for Vonage devices is usually 192.168.15.1, but that may vary on some of them. Change that to something like 192.168.12.1 and that will make sure your router's internal addressing is different from anything it's likely to encounter upstream. If two levels of routers on the same network have the same IP address range, it can lead to circular routes, and routers get confused as to what goes where.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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meldanpick
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Joined: Jul 08, 2007
Posts: 6

PostPosted: Mon Jul 09, 2007 2:28 pm    Post subject: Reply with quote Back to top

NateHoy wrote:
MAC address cloning is covered in the manual for your device.

http://en.wikipedia.org/wiki/MAC_address

Basically, your ISP expects you to connect with a specific network card, which they identify using the MAC address of that card (see definition above). You can "fool" your ISP into thinking you are still using that card by "cloning" the address into your router. This is a very standard function of routers nowadays, since a lot of ISPs used to make you go through major hoops to change the MAC address.

As far as the IP address, that's in the basic setup page of your router. Default for Vonage devices is usually 192.168.15.1, but that may vary on some of them. Change that to something like 192.168.12.1 and that will make sure your router's internal addressing is different from anything it's likely to encounter upstream. If two levels of routers on the same network have the same IP address range, it can lead to circular routes, and routers get confused as to what goes where.


unfortunately, I don't have a manual to my device. Vonage just sent me the router - refurbished no less, and not a single piece of paperwork with it. Thanks for the link - checking it out now!
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NateHoy
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Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Mon Jul 09, 2007 2:32 pm    Post subject: Reply with quote Back to top

The manuals for all Linksys devices are available for download on the Linksys home page, see the "Support" section. Vonage also supplies online manuals, see Vonage's web site.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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meldanpick
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Joined: Jul 08, 2007
Posts: 6

PostPosted: Mon Jul 09, 2007 2:44 pm    Post subject: Reply with quote Back to top

Thanks for the tips - I'll check them out - but so far I haven't been able to get it working.
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bngdup
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Joined: May 22, 2007
Posts: 41

PostPosted: Tue Jul 10, 2007 7:21 pm    Post subject: Reply with quote Back to top

This has to be an issue with your cable modem. Its not giving an IP to the Vonage router, which means your internet and phone wont work through the router.

The MAC cloning will prob fix your issue if you can get it to work. The cable modem needs to "play nice" with the Vonage equipment or else you wont get anywhere.
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meldanpick
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Joined: Jul 08, 2007
Posts: 6

PostPosted: Tue Jul 10, 2007 7:32 pm    Post subject: Reply with quote Back to top

bngdup wrote:
This has to be an issue with your cable modem. Its not giving an IP to the Vonage router, which means your internet and phone wont work through the router.

The MAC cloning will prob fix your issue if you can get it to work. The cable modem needs to "play nice" with the Vonage equipment or else you wont get anywhere.


I ended up having to clone the MAC address etc as stated above, and I did get it to work. Thank god, as I was ready to toss the whole thing out the window.
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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

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