Power light blinking red - cannont connect to Vonage network

Posts: 5 · New Forum Member Joined: Sep 13, 2007 Posts: 5

1. Your location New York
2. Your ISP name and type (cable, DSL, wireless etc) Verizon DSL
3. Upload and download speeds Download speed: 731936 bps
Upload speed: 136368 bps
4. Modem make and model Westell Versalink 327W
5. Type of Vonage adapter used Motorola VT2442
6. Setup of Network PC >Modem>Router
7. Issue you are experiencing ie dropped calls, choppy audio etc
New customer and having sooo many problems! Vonage sent out a technician to hook up my device because they could not help me. Everything was kind of working (experienced dropped calls and weird delays while talking) when he left. Yesterday my internet was running really slow so I decide to reboot everything. Now power light is blinking red on the router and my phone says "cannot connect to vonage." I'm going crazy here - why wont this service work for me!?!?! I've tried rebooting and resetting everything several times. I've searched forum after forum and I'm not getting anywhere. I've tried going onto that site http://192.168.15.1 but it comes up page not found..... I've spent over $30 in prepaid cell phone time to talk to Vonage and can't afford another round of this craziness!
8.
Speed test statistics
---------------------
Download speed: 731936 bps
Upload speed: 136368 bps
Quality of service: 96 %
Download test type: socket
Upload test type: socket
Maximum download pause: 295 ms
Average download pause: 17 ms
Minimum round trip time to server: -- ms
Average round trip time to server: -- ms

Voip test statistics
--------------------
Jitter: you --> server: 6.2 ms
Jitter: server --> you: 13.1 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: 2
Estimated MOS score: 3.8

Posts: 433 · Posted: Fri Sep 21, 2007 11:12 am Post subject:

Are those results with the Vonage router or not? If yes, run the tests again with just your DSL modem into your computer and post those results. Your max download pause and jitter look high. Have you tried using the 30kbps setting in your online account? Vonage's default setting is 90kbps and you only have 136kbps. That doesn't leave much bandwidth do anything while you are using Vonage. Lower it to 30kbps and reboot your adapter and see if that helps with the audio problems.

Posts: 5 · New Forum Member Joined: Sep 13, 2007 Posts: 5

Here are the results without the router. I changed to the 30kbps setting but can't tell you if that helps with the call quality since I still can't get the phone working Cry

Speed test statistics
---------------------
Download speed: 739904 bps
Upload speed: 136744 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 214 ms
Average download pause: 16 ms
Minimum round trip time to server: -- ms
Average round trip time to server: -- ms

Voip test statistics
--------------------
Jitter: you --> server: 5.6 ms
Jitter: server --> you: 12.1 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: 2
Estimated MOS score: 3.9

Posts: 5 · New Forum Member Joined: Sep 13, 2007 Posts: 5

no more suggestions ? Cry

Posts: 433 · Posted: Mon Sep 24, 2007 9:13 am Post subject:

Do you know anyone else with Vonage who could bring over their adapter and see if a different adapter can connect through your internet connection? Or you could try and take your adapter to a friends location and see if you can connect. If you can do either one of those, you will know if it is a bad adapter or a bad connection with your DSL.

Posts: 433 · Posted: Mon Sep 24, 2007 9:23 am Post subject:

Also, does your DSL modem have routing and firewall capabilities built in? If yes, you should turn those features off and see if that helps you connect.

Posts: 350 · Vonage Forum Evangelist Joined: Dec 04, 2005 Posts: 350

There are a lot of variables that are currently unknown to really determined what is the cause for your difficulty right now. According to your message, you reset everything. Does this mean pressing the "reset" button on any of the pirces of equipment you have? This is a very big no no. The reset wipes the configuration and restores the factory defaults. If anything was configured with special settings, they've all gone away. This could be one cause of some of your problems.

First thing to do is disconnect your Vonage device. Put it aside for now. Second, unpug the power from your Westell 327W (the "modem"). Make sure that the phone cord to your wall jack is connected to the DSL port of the Westell 327W. Leave everything else disconnected from the modem for now. Connect your PC to any of the Ethernet ports EXCEPT for E4. Connect the power back to your Westell 327W. Wait for the "DSL" light to be solid. The "Internet" light might be on, off, or flashing depending on the modem's settings. For now, ignore this light. Attempt to access the Internet on your computer. Make sure that you can open several websites, such as www.cnn.com, www.google.com, etc. If you can access the Internet, proceed to the next step.

Next, connect the Internet port (usually blue) of your Vonage device to one of the Ethernet ports of the Westell 327W except for E4. For now, leave the phone and anything else disconnected from the Vonage device. Connect the power back into the Vonage device. Allow a few minutes to start up (at least two). Connect your telephone to the phone port of the Vonage device and check for a dialtone. If you have a dialtone, you're done.

Posts: 5 · New Forum Member Joined: Sep 13, 2007 Posts: 5

I don't know anyone else with Vonage here...

I guess that's where my problem is - I pushed the reset button on my modem and router.... so now all my modem configurations are gone - any advise how to reset configurations on Westell Versalink 327w? I've been playing around a little with the configurations and the power light is now blinking green - still no phone.... A little progress.....?

Posts: 17 · Posted: Mon Sep 24, 2007 9:58 pm Post subject:

Contact your ISP, they will be able to assist you in reconfiguring your modem.