Anyone speak English?

Posts: 66 · Full Forum Member Joined: Jul 20, 2006 Posts: 66

I had to reset my Vonage router to factory defaults the other day so I lost all changes that Vonage has made to it remotely.

I have spent 3 days calling support to have them restore the settings (which I have done before).

Problem is: I can't understand anyone I talk to and they can't understand me either.

Anyone know the New Jersey support number?

Posts: 143 · Vonage Forum Senior Joined: May 30, 2006 Posts: 143

restore your settings? there is no possible way for them to restore your settings; only you can do that and that could be the reason why they can't understand you

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

I don't believe that doing a reset changes the firmware updates that Vonage has sent. It only resets the user settings to the factory defaults.

Posts: 66 · Full Forum Member Joined: Jul 20, 2006 Posts: 66

stardust wrote:

restore your settings? there is no possible way for them to restore your settings; only you can do that and that could be the reason why they can't understand you

Wrong.

Posts: 66 · Full Forum Member Joined: Jul 20, 2006 Posts: 66

Steve48 wrote:

I don't believe that doing a reset changes the firmware updates that Vonage has sent. It only resets the user settings to the factory defaults.

Twice I have had to call them after resetting theMotorola 2442 to factory defaults and they restored their changes.

Must have, It works now.

Posts: 414 · Posted: Wed Jul 11, 2007 12:13 am Post subject:

oldguy wrote:

Wrong.

Wrong.

Let me elaborate on what stardust posted earlier, since you don't seem to believe this.

1. Resetting a VT2442 most definitely does not do anything to the firmware version that is currently on the router. I have a VT2442 sitting in-front of me right now that I have used for quite some time and factory resets do not touch the firmware version, they simply reset the USER CONFIGURABLE settings in the VT2442. If you want proof log into the VT2442 and look at the version number, do a factory reset and look at the version number, it will be the same.

2. Remote administration is disabled in the VT2442 by default, and since you told us that you reset the device we can surmise that remote admin is disabled. The only way for Vonage to remotely get into your device would be if one of them had you log into the VT2442 from the LAN side and set up remote admin for them. This is also contingent upon your VT2442 being directly connected to your ISP's modem and not natted or there would be other steps needed to configure remote admin(port forwarding, firewall, etc).

3. You don't provide enough info for us to determine what the problem might actually be, but "restored their changes" is impossible based on the limitations of the internet and the VT2442. Unless you have a magic VT2442 they are not making any changes to your device, and most likely what ever else they have you do on the phone with them is what resolves the issue. The most likely cause of Vonage not working is your VT2442 not being able to connect to their servers due to your internet being down or not configured correctly(most likely here). If your device cannot even connect to the internet, then how is Vonage going to make changes to it?

4. Finally, any settings they would make on the server side would not take effect until your device was communicating with their tftp server. These settings are on Vonage's server and not on your device so you can factory reset all you like without changing a single thing in these settings. So, if they were working before your factory reset, they are not the problem now.

You can really believe whatever you want, but what you are claiming is physically impossible. So, if they really told you this then Vonage is lying to you just to get you off the phone, since it seems like you wouldn't take anything but this for an answer this is pretty likely.