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Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46

James44 Posted:
Which network
connection do you
use?
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 13, 2016 at 22:55:00

jjatsk Posted:
We are renting a
few offices right
next door to our
main building. I
have a wireless
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 09, 2016 at 12:00:54

Pman Posted:
Hello, While
Vonage has been a
great service over
the years, it is
time to part
...

In The Forum:
LNP – Local Number Portability
Topic:
Cannot port phone number to new carrier - repeated failures
On Jul 05, 2016 at 09:12:07

jbugz67 Posted:
We recently
purchased 5
Polycom VVX 300
phones from
Vonage, and have
regretted
...

In The Forum:
Vonage
Topic:
Nothing but problems with VVX300
On Apr 15, 2016 at 14:58:07

RichardPi Posted:
Hello, does
anybody recollect
how to get into
wifi password from
diggings router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Mar 31, 2016 at 02:39:07

RichardPi Posted:
Hello, does
anybody know how
to get into wifi
watchword from
home router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to be noised abroad wifi password?
On Mar 30, 2016 at 18:48:05

achow26 Posted:
BrettaMan, I am
having the same
problem. I do not
have the loopback
plug. I tried
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage issue with USTec UX-226
On Feb 16, 2016 at 14:13:37

alicesmith Posted:
I have used the
PBX phone system
in my new office.
I was very
confused about
phone
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Jan 29, 2016 at 01:49:14


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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage
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JawZ
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New Forum Member


Joined: Dec 09, 2008
Posts: 8

PostPosted: Tue Dec 09, 2008 2:27 pm    Post subject: w/ tech rep for 2hrs, refuses to give me firmware update Reply with quote Back to top

I have the Linksys WRT54GP2 with firmware 1.25.00, we've troubleshot everything I already know and I've been asking him for 2 hours why he won't give me the correct firmware that he says is at version # 1.3.01.

Armand 24708 is the tech rep.

Why am I still a Vonage customer?

The customer is ALWAYS right. Give me my correct firmware. How hard is that to understand?


Voice Version: 2.0.12(LI)


Line1 Status

Registration Status: 609-521-xxxx 1609521xxxx Online
Call1 Status: Idle
Call2 Status: Idle


Line2 Status

Registration Status: Offline
Call1 Status: Idle
Call2 Status: Idle




I've been a loyal customer for years. I've ALWAYS paid my bill on time. Why am I going through this?
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outerfire
Vonage Forum Master
Vonage Forum Master


Joined: Jan 22, 2006
Posts: 293

PostPosted: Tue Dec 09, 2008 2:32 pm    Post subject: Reply with quote Back to top

I'm not sure that we can be of much help to you. Did he give you any ideas on why it's not running the current revision? Was it them that gave you the new firmware rev. number?
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JawZ
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Joined: Dec 09, 2008
Posts: 8

PostPosted: Tue Dec 09, 2008 2:48 pm    Post subject: Reply with quote Back to top

outerfire wrote:
I'm not sure that we can be of much help to you. Did he give you any ideas on why it's not running the current revision? Was it them that gave you the new firmware rev. number?


Yes, he told me that he had to go through all of these troubleshooting steps first and then still refused to give me the correct firmware upgrade....which is at 1.3.01. I have 1.25.00. I've been living with crappy phone quality, loss of service, etc....and have not complained until now.

I expected to receive what I asked for to remain a loyal customer....the most current version of firmware for my device to function properly. He asked me if he resolved my problem...I told him no because he still refuses to provide me with the correct firmware.

Why would it not be in your company's best interest to have all of your customers using the most recent firmware for their devices?


I don't understand that mentality at all and it's going to drive me away.

I believe my request as a paying customer is REASONABLE. Why am I not being met with REASONABLE customer service?
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JawZ
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New Forum Member


Joined: Dec 09, 2008
Posts: 8

PostPosted: Tue Dec 09, 2008 3:03 pm    Post subject: Reply with quote Back to top

Can you explain why this guy has this firmware update?

http://www.vonage-forum.com/ftopic19846.html

Are there upgrades to the firmware for the WRT54GP2?

I currently have:

Voice Version: 3.1.6(LI)
Firmware Version: 1.30.00, Aug 31 2005
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whatumean
Vonage Forum Master
Vonage Forum Master


Joined: Apr 09, 2007
Posts: 168

PostPosted: Tue Dec 09, 2008 4:02 pm    Post subject: Reply with quote Back to top

PM me your MAC and I will get your device upgraded for you. Most likely, I am taking a guess here, is that this device was bought from a retail store and it was probably on the shelf for a while. By the time you bought it and plugged it in, the newest firmware was already many revisions above the one you currently have. By default, firmwares are always pushed to the devices but they may not upgrade if the revisions are off (may need to jump firmwares). This firmware is also old enough where the firmware download may have issues because the wireless is on in the device.

In either case, I'll have my guy upgrade your device once I have your MAC.
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JawZ
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New Forum Member


Joined: Dec 09, 2008
Posts: 8

PostPosted: Tue Dec 09, 2008 4:21 pm    Post subject: Reply with quote Back to top

whatumean wrote:
PM me your MAC and I will get your device upgraded for you. Most likely, I am taking a guess here, is that this device was bought from a retail store and it was probably on the shelf for a while. By the time you bought it and plugged it in, the newest firmware was already many revisions above the one you currently have. By default, firmwares are always pushed to the devices but they may not upgrade if the revisions are off (may need to jump firmwares). This firmware is also old enough where the firmware download may have issues because the wireless is on in the device.

In either case, I'll have my guy upgrade your device once I have your MAC.



Your guess is mostly on target. I'm an early adopter of technology. I've been with Vonage since it's inception. I have provided you with all of the info and then some in a PM to you as requested.

Thanks for taking the time to help with this issue.

If the new firmware screws up my system, well, then that's on me. I asked for it lol.
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Tue Dec 09, 2008 8:11 pm    Post subject: Reply with quote Back to top

The reason you have the oldest firmware is because these devices will not update properly after making a tftp request unless you disable the wireless portion of your router. Once the update is complete, you can turn it back on. All database profiles are set to the most up to date firmware, however, if a device refuses to take the download, Vonage has no way to get it to you. Your device will check in with the tftp server on 30 minute intervals. It has most likely timed out each time it has tried to get the firmware. Without seeing your tftp log, I don't know for sure.

I can tell you that if you disable wireless functionality in the router now and reboot, you should be able to get the firmware. Since you have a very old version, you may need to perform a software reset which only Vonage can assist you with as you need access to a locked page. After the software reset, you would then need to disable the wireless again as it would be turned on by default and then another reboot is needed. Another issue might be that even with all this done, some old firmware cannot jump to the newest without doing a step up into a version between the oldest and the newest. Then if it gets the middle firmware, it can then take the newest.
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JawZ
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New Forum Member


Joined: Dec 09, 2008
Posts: 8

PostPosted: Wed Dec 10, 2008 1:31 am    Post subject: Reply with quote Back to top

whatumean wrote:
PM me your MAC and I will get your device upgraded for you. Most likely, I am taking a guess here, is that this device was bought from a retail store and it was probably on the shelf for a while. By the time you bought it and plugged it in, the newest firmware was already many revisions above the one you currently have. By default, firmwares are always pushed to the devices but they may not upgrade if the revisions are off (may need to jump firmwares). This firmware is also old enough where the firmware download may have issues because the wireless is on in the device.

In either case, I'll have my guy upgrade your device once I have your MAC.



I can't send you a PM. They sit there in the outbox section of private messages.


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JawZz
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New Forum Member


Joined: Dec 10, 2008
Posts: 2

PostPosted: Wed Dec 10, 2008 1:48 am    Post subject: Reply with quote Back to top

I created another new account, registered it and sent myself a test PM and it worked, but it still will not allow me to send you a PM with my MAC address.

What do you want me to do now?
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whatumean
Vonage Forum Master
Vonage Forum Master


Joined: Apr 09, 2007
Posts: 168

PostPosted: Wed Dec 10, 2008 12:01 pm    Post subject: Reply with quote Back to top

I sent you a PM with instructions. Here is the first step. Log into the router as you normally would and go to the "Administration" section. Once there, click the tab for "Factory Defaults" and let the unit go back to its orginal state. You should not be prompted for a password and then let it sit there for a few minutes before doing anything. It should resync with the system, allow the device to take a profile then take the firmware. When the device does not match what the system has, it is considered out of sync and will not accept any changes.
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