w/ tech rep for 2hrs, refuses to give me firmware update

Posts: 8 · New Forum Member Joined: Dec 09, 2008 Posts: 8

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?

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

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?

Posts: 8 · New Forum Member Joined: Dec 09, 2008 Posts: 8

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?

Posts: 8 · New Forum Member Joined: Dec 09, 2008 Posts: 8

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

Posts: 168 · Vonage Forum Master Joined: Apr 09, 2007 Posts: 168

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.

Posts: 8 · New Forum Member Joined: Dec 09, 2008 Posts: 8

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.

Posts: 656 · Posted: Tue Dec 09, 2008 8:11 pm Post subject:

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.

Posts: 8 · New Forum Member Joined: Dec 09, 2008 Posts: 8

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.

Posts: 2 · New Forum Member Joined: Dec 10, 2008 Posts: 2

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?

Posts: 168 · Vonage Forum Master Joined: Apr 09, 2007 Posts: 168

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.