Calls dropping at 7 minute and cannot redial after that

Posts: 1 · New Forum Member Joined: Sep 12, 2009 Posts: 1

my calls drop at exactly 7 minutes for both domestic and international calls.
I have opened a technical support request and the adapter is bing monitored.
The support have asked me to provide details of all calls that dropped at 7 minutes. I would have guessed they would have access to call logs and would be able to find the details, but doesnt appear so.
waiting and watching to see if it would be resolved, else cancel before 30 days cancellation period run out.

Posts: 2 · New Forum Member Joined: Sep 13, 2009 Posts: 2

I had exactly same problem with new Vonage adapter I put in this week. Worked with very helpful support guy though and the problem is now fixed.

The adapter needs to get a firmware update and failed to get it even though I repowered the cable modem (Comcast), then the Vonage adapter. Here's how we fixed it. Start with everything off and disconnect the CATV cable from the cable modem (honestly I didn't believe this would matter either but it does). Now reconnect the CATV cable then power up the modem. When the modem has fully powered up and reset itself then turn on the Vonage adapter. It goes through its full power up cycle then puts up a message saying downloading firmware update. This took about 3 - 5 mins, after which it reset itself again before going active.

Now everything is working really well. Had a 1.5 hour conversation US-UK yesterday. No interruptions and the voice quality was as clear as a bell. Hope this works for you also!

Posts: 4 · New Forum Member Joined: Sep 06, 2009 Posts: 4

Yes I had the same issue before & Vonage support asked me to do the same step as Michale did . Everything was fine after that

thanks
jose

Posts: 81 · Vonage Forum Senior Joined: Sep 26, 2008 Posts: 81

This is because the Vonage tech did a manual firmware update on the TA not necessarily due to disconnecting co-ax however, having said that best practice when introducing a new device into the network is to disconnect the co-ax as well too for certain situations.

Posts: 7 · New Forum Member Joined: Sep 25, 2009 Posts: 7

hello slyster... m new here in the vonage-forum, and im sure glad that i got in here. i'm just curious, would u happen to know what settings did the Vonage tech manually updated on the TA?! thank you

Posts: 352 · Posted: Fri Sep 25, 2009 1:01 pm Post subject:

It says he updated the firmware. That is the software that runs the device. That can only be done by Vonage.
They did not update settings.

Posts: 7 · New Forum Member Joined: Sep 25, 2009 Posts: 7

yup i know that only Vonage can do that Very Happy

and that is what i am asking...
what are the properties could Vonage have changed?!
would u happen to know? hehehe

Posts: 352 · Posted: Sat Sep 26, 2009 8:25 pm Post subject:

It is not properties, it is software program. They changed something in the programming of the device, that only the programmers and the company themselves know what changed unless you can find the firmware notes that state what was changed.