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John_in_PA
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PostPosted: Sat Jan 26, 2008 7:10 am    Post subject: Perplexing whole house wiring and/or V-Portal problem? Reply with quote Back to top

Hello all...hope some-one out there in Vonage Forum land can help shed some light on this strange problem. I was on the phone with a tech. from the Advanced Operations department for hours and hours. Neither of us could figure out or correct this problem.

The set-up scenario:
Totally disconnected from telecom network box and completely removed all inside wiring - a lot of old wires and hand twisted splices all over the place, my home is 130 years old.

Installed new wiring (6 conductor cat3) and phone jacks, 5 in total - all home runs. Ran each of the wires back to a central location and connected all the Christmas pairs - reds to reds, greens to greens (only using 1 line at the present time).

Power-up the V-Portal, wait for it to connect to the internet, and display the ready to make calls on line 1. Then connect to a wall jacket where there is a splitter and old telephone to check for dial tone. All is fine, service thought-out the house until the problem arises.

The Problem:
Some-where between 12am and 2am the phone lines go dead and the V-Portal reports error 013 - indicating that the device might be connected to live telecom lines.

I know the devise is not connected to live telecom lines. So I power off the devise, disconnect the telephone line going into the devise, then power up and reconnect the telephone line after the devise is ready to make calls. All is fine once again. 24 hours later this process repeats itself - everyday.

I've rechecked every line and every jack for possible loose wires and/or shorts, found no problems. I also removed the splitter from the equation. I then disconnected/separated each of my 5 runs. And with a long Ethernet cable in hand I physically moved the V-Portal from room to room, connecting to each jack one at time - all fine. Independently all of the lines/jacks work with no problem at all.

When more than one run is connoted the devise displays error 013 after 24 hours of successful connection time has expired. Indecently, if I leave the telephone wire (from wall jack to V-Portal) connected to it during the re-boot (power-off) the error continues to display after power-up.

If I disconnect the telephone wire from the device prior to re-booting, then reconnect after it is ready to make calls everything is fine - no error codes. But then the "24 hour bug" kicks in - error code 013 appears again on the display and all phone lines go dead. And I must repeat the procedure described in paragraph 6 above.

The Vonage Tech is as perplexed as I am with this. He suggested that they send out a field tech (wiring guy) to check the installation and wiring. But after checking my geographical area he reported that there was no-one in my area available.

I'm at a loss, and beginning to think that I should have Verizon fire up my land lines again.

Does anyone have any suggestions or insight as to what might be going on with this? Could there be something going on at Vonage's end or in the V-Portal that could be causing this to happen - like perhaps a ping or sending of a packet, or line check on 24 hour intervals?

Thanks for your time, and kind regards
A very perplexed John_in_PA
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blepsis
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PostPosted: Sat Jan 26, 2008 12:40 pm    Post subject: Same Problem -- Error Code 013 every 24 hours Reply with quote Back to top

I am having the same exact problem, also new to Vonage. In my case the Vongae line is running to a two-line cordless phone. Line 1 is my "old" (but still active) Verizon line, and Line 2 is the Vonage line (for the home office). Every 24 hours I need to reboot it, but it works fine after the reboot so long as I unplug the telco line from the adapter durng the reboot.

My particular adapter is the VDV21-VD.

When the Error Code is flashing incoming calls go directly to voicemail, and not to the "Network Availablity Number".

Extremely frustrating. Has anyone found a solution?
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Steve48
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PostPosted: Sat Jan 26, 2008 9:07 pm    Post subject: Reply with quote Back to top

Very strange. The V-portal is new and we haven't had many reports of any sort on it, and this is the first time I've seen this.

John, if you disconnect your home runs so that their not connected together at the central point, does this still happen? (I know the system won't work that way.) How about if their are no calls, incoming or outgoing, during the 24 hour period?

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Steve Gray
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John_in_PA
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PostPosted: Sun Jan 27, 2008 2:10 am    Post subject: On-going Reply with quote Back to top

Steve.

When the home runs are disconnected from each other there are no problems.

The V-Portal with each (independent) home run works perfectly - that is 1 phone jack, the V-portable plugged into that jack and nothing at all connected to the red / green wires at the other end of the run.

The problem surfaces when the runs are connected together. If more than one run is connected together to the V-Portal error code 013 appears on the device 24 hours later. Doesn't seem to matter which runs are connected - I've tried swapping them out one-by-one and moving the V-Portal from jack-to-jack. Made no difference when more than one run is connected.

Making/receiving calls, or no outgoing/incoming in the 24 hr period doesn't seem to have any effect either.

I don't know what the outcome would be if I daisy changed a couple of jacks on one run. But I would hate to have to re-wire everything a second time. Seems to me that the preferred method would be home runs.
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Steve48
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PostPosted: Sun Jan 27, 2008 1:46 pm    Post subject: Reply with quote Back to top

Yes, you've got the preferred modern wiring scheme, and I wouldn't screw it up to solve this problem. It's mighty strange, but it seems like it's an issue with the V-portal. The fact that Blepsis is having the same issue supports that.

I suspect that it's related somehow to the length of the wire and the distance to telephones at the end of lone runs. Does it still happen if the home runs are hooked together, but no phones are plugged into the house jacks, except using the splitter close to the Vonage box?

Please realize that my troubleshooting is not likely to fix this problem, but I'd like to pursue it, if you don't mind. By the way, if I understand you correctly, the problem always manifests immediately if you boot with the box plugged into the wiring. That will help speed up troubleshooting. I suspect that when this issue is resolved, that characteristic will go away as well.

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Steve Gray
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John_in_PA
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PostPosted: Sun Jan 27, 2008 4:26 pm    Post subject: Reply with quote Back to top

Steve,

Yes....the problem persists even with no phones plugged into jacks.

And yes the problem always manifests immediately when I reboot with the V-Portal while it is plugged into the wiring.

If I seperate the runs, the devise reboots with-out a hitch while plugged in. Behavior is the the same no matter which run I use - as long as it's an issolated run, meaning no other runs connented.

Presently only 3 phones are plugged into jacks, - all of those runs are under 25 feet in length. The phones/jacks themselves are all within 12 feet of the V-Portal.
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blepsis
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PostPosted: Sun Jan 27, 2008 4:57 pm    Post subject: Response from V-Nage Reply with quote Back to top

Below are the two responses I rec'd from Vonage re: this issue:

1) The error code 013 means the device has detected higher than normal voltage on the FXS (Phone) port of the unit. Please be advised that the house wiring jack you are connecting the device to is still Connected to the DEMARC which is providing voltage through out the house. This will need to be disconnected prior to using the V-portal with house wiring.


2) Generally, we do not recommend using 2-line phones with Vonage service. Please connect a corded phone directly to the phone port of the phone adapter and check for the service. If connecting a single corded phone to the phone adapter resolves the issue then the issue lies with the 2 line phone or the home wiring you are connecting. ... If you are using your existing home wiring with Verizon phone service and the same wiring with Vonage, you will experience issues due to the voltage passing through the wiring. You cannot use the same home wiring with both Verizon phone service and Vonage service.

Neither of these replies addressed the issue re: the device working fine for 24 hours then suddenly needing a re-boot.

I have changed my setup to connect only to a single-line phone. I will see what happens in the next 24 hours. If it needs a reboot then obviously the adapter itselfis having issues.
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Steve48
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PostPosted: Sun Jan 27, 2008 5:55 pm    Post subject: Reply with quote Back to top

Blepsis- Those responses also don't address the fact that the V-Portal has a specific code for high voltage, and that's not the one you're getting.

John- Does the problem persist if only two home runs are connected together?

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Steve Gray
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John_in_PA
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PostPosted: Sun Jan 27, 2008 9:28 pm    Post subject: Reply with quote Back to top

Yes Steve - the problem persists even if only two home runs are connected together.

At this point I'm pretty much convinced the whole problem lies with the V-Portal itself. As such I'm now testing that belief.

I went out and bought another device - a Linksys PAP2. I wanted a Motorola but it wasn't in stock.

Anyway, called Vonage to change/activate the new device. Hooked the new device up, it did a firmware update and automatically rebooted successfully with all my runs connected together during the reboot - no errors. * Repeat, I did not have to remove the telephone line from the Linksys device during a reboot. So that's one part of the problem we now know for sure is directly related to the V-Portal

Tomorrow I'll know for sure if the entire problem (the 24hr thingy) is indeed a total V-Portal related issue.

John_in_PA
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Steve48
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PostPosted: Sun Jan 27, 2008 9:46 pm    Post subject: Reply with quote Back to top

I've had little doubt that it's the V-Portal from the beginning. That's why I said that I didn't expect our troubleshooting to get to the bottom of the problem. I think it's something that Vonage will have to fix.

From what you've told us, I'm guessing that the device does some sort of self test on power up that fails when the house wiring is connected and doesn't otherwise, and that the test is repeated every 24 hours. I can't see high voltage being the issue, since that's not the error message you're getting and you've never had a land line hooked up. Line loading, on the other hand, either total length or capacitance, is a distinct possibility.

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