Powering Up -> Connecting to Internet -> Retrieving pr

Posts: 3 · New Forum Member Joined: Oct 30, 2009 Posts: 3

Suddenly starting this morning my vonage voip connection stopped working - i now dont get the dial tone. The LCD messages appear to be repeating in a cycle - it starts with the message 'Powering Up' then 'Connecting to Internet', Retrieving Profile and 'Retrieving IP Address.
I turned off and turned off couple times but that did not help.
Please help resolve this connectivity issue. Appreciate your immediate help.

Posts: 4 · New Forum Member Joined: Nov 02, 2009 Posts: 4

I cannot receive any calls on the number either. At the moment my business is at a stand still, and I cannot reach Vonage...

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

Has the issue been resolved?

Posts: 3 · New Forum Member Joined: Oct 30, 2009 Posts: 3

The problem is still there and i'm eagerly waiting for some help. Appreciate any quick help.

Posts: 3 · New Forum Member Joined: Oct 30, 2009 Posts: 3

Vonage Customer Care - please look into the reported issue and help resolve. Your immediate help will be very very appreciated.

Posts: 292 · Posted: Tue Nov 03, 2009 1:34 pm Post subject:

Can you access the internet?
If you can, then it is a possibility that your adapter has gone bad.

This site is not a Vonage Company site. It is a site that was set up by another person. Occasionally, there are some posters that seem like Vonage reps, but I am not sure.

Posts: 6 · New Forum Member Joined: Aug 15, 2008 Posts: 6

This is a known issue with the firmware of the VDV21. Call Vonage and ask for the firmware to be rolled back to the previous version. This will correct the issue while Vonage works out the kinks on the newer firmware.

Posts: 1 · New Forum Member Joined: Nov 15, 2009 Posts: 1

vsr wrote:

Suddenly starting this morning my vonage voip connection stopped working - i now dont get the dial tone. The LCD messages appear to be repeating in a cycle - it starts with the message 'Powering Up' then 'Connecting to Internet', Retrieving Profile and 'Retrieving IP Address.
I turned off and turned off couple times but that did not help.
Please help resolve this connectivity issue. Appreciate your immediate help.

I use Vonage everyday for my work. Everything went fine and all of a sudden I had the EXACT same problem. It goes in a cycle. When I get to the Retrieving IP Address screen the whole thing freezes and I go back to Powering Up...and I never get to place or receive calls.
I spent almost two hours on the phone with a representative and well, I will have no choice left but to return the Vonage Device.
Did you get an explanation why this happened? I am still clueless and I had no choice but to order a new vonage because I need it for my daily work. However, I won't be having much to do until the device arrives....

Posts: 144 · Posted: Sun Nov 15, 2009 7:44 pm Post subject:

The cycle of repeating messages is the usual indication of a loss of Internet connectivity.

If you are able to access the Internet from a PC connected directly to your modem or to whatever IP device is upstream from your Vonage device, then you have a defective Vonage device (either hardware or downloaded firmware, according to previous posts in this thread).

If you are unable to access the Internet when the Vonage device is out of the circuit, then that is your problem; check your modem (cable, DSL, Fios, or whatever device your ISP provided) or check with your ISP.

Either way, you may want to enable a Network Availability Number on your Vonage account. This is typically a landline or wireless phone. The number will receive your inbound Vonage calls until your device is back online.