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frinspar
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Joined: Jun 05, 2008
Posts: 4

PostPosted: Wed Jun 04, 2008 11:11 pm    Post subject: Loss of Signal Reply with quote Back to top

Howdy,

The last couple of days we have had no signal coming through our Vonage phone.
Yes, the bill is paid Lol

I've disconnected, powered down, reconnected and done it all again, and there is still no line signal.

The line sounds open when I turn on the handset. When I dial a number, the line crackles and I hear the tones of the numbers between quiet and crackling. Then I hear nothing again. And there is no connection.

I'm using a V-Tech IP 8100 with a single handset.

All calls are being immediately forwarded to my cell without ringing through Vonage. It's almost like the service is down. But I haven't found anything about that. Nor is my cable connection poor.

The adapter will signal the handset, but none of the lights are on. When I unplug the adapter and plug it back in, the green strip light ("message waiting") at the top flashes on briefly, then is gone. Neither the "in-use" or "ready" lights are on.

Is this an issue with the service? My cable? My adapter? Any ideas?

Thanks.
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Darrell_G
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 05, 2005
Posts: 881

PostPosted: Wed Jun 04, 2008 11:52 pm    Post subject: Reply with quote Back to top

From the information you have provided, I would suspect your issue is solely related to your V-Tech IP 8100. It could be the power adapter for the device has gone bad or the device itself. Contact Vonage tech support about this issue if you haven't already...they should be able to tell you if the unit itself is bad. I did find where other users of this device had an issue similar to yours. See the following link: http://www.fixya.com/support/t358851-model_vtech_ip_8100_1
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frinspar
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Joined: Jun 05, 2008
Posts: 4

PostPosted: Thu Jun 05, 2008 12:20 am    Post subject: Reply with quote Back to top

Yeah, shoot. I suspected it was the unit itself.
I'll call Vonage tomorrow and see what they might be able to tell me.

And in the meantime I'll look into what I'll have to pay to replace the unit.

Thanks for the advice and the link. Smile Sounds exactly like what I'm seeing.
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frinspar
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Joined: Jun 05, 2008
Posts: 4

PostPosted: Sun Jun 08, 2008 7:42 pm    Post subject: Reply with quote Back to top

Just wanted to update:

I spoke with a rep and, after all the usual unplg/reset/reboot attempts, she determined it was the power supply. I'll be receiving a new power cord through UPS sometime this coming week. And if that solves it I'll be receiving a credit in my account for the time my service has been out. Crossing my fingers it all works out.
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ed56
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jun 08, 2007
Posts: 832

PostPosted: Sun Jun 08, 2008 9:14 pm    Post subject: Reply with quote Back to top

Nice to hear a quick and amiable resolution to a problem. I am sure thre are a lot, but here we do not here about them much.

_________________
Time Warner Road Runner / Motorola SB5101 Cable Modem / Lniksys E2000 / Vonage VDV21
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Datahazard
Vonage Forum Master
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Joined: Dec 18, 2005
Posts: 185

PostPosted: Mon Jun 09, 2008 12:28 pm    Post subject: Reply with quote Back to top

Thats because noone comes here to talk about how great Vonage Tech Support is, or to talk about the good experiences. Its true of anything, The typical person is likely to tell 1 person about a good experience, but 6 people about a bad one.
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frinspar
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PostPosted: Tue Jun 10, 2008 6:19 pm    Post subject: Reply with quote Back to top

I received my new power adapter this morning and service is back up and running smoothly.
I just got off the phone with another support agent and she was friendly, helpful and handled the credit quickly.

She came back on the line asking about the length of downtime. I said it was just a little over a week, maybe a week -and-a-half.

She asked me what I wanted from them Lol
I said since it was just around a week, I guess a quarter of my monthly payment would be just fine to have credited to my account. She laughed and said since I had been easy to talk to and cooperative, I would get a month free.

I suspect maybe it's policy to credit a full month in small outages like mine, to all except the most obnoxious customers. Then, they might credit them for the actual downtime. Wink But whether it is or not, there was no reason I had to be a jerk about things, so I wasn't. And I was made to feel like a valued customer.
That earned major credit from me with them.

I've been happy with the service and the agents, the few times I've spoken with them.

And yeah, I wanted to come back and report the positive treatment and resolution from Vonage, because I know people are more prone to complain than praise. Very Happy
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