Retail Activation Problems

Posts: 1 · New Forum Member Joined: Jan 31, 2005 Posts: 1

Ok, so I finally broke down and allowed my girlfriend to buy a Vonage Router for me. However, now that I have it, I'm having trouble activating it and signing up for an account online.

At the signup page I keep being told that the MAC address of the devices is not a real MAC address.

I searched the forums a little bit and I'm guessing this is due to a problem somewhere in the retail chain where the MAC's are set to be activated upon arrival / sale at some point. I don't understand why these wouldn't be turned on the day they are received from Linksys as being manufactured.

Anyway, now I'm stuck in my worst nightmare about the Vonage service. I knew customer service was infinitely disappointing before I agreed to use a device from them. I've sent in my standard please help email to their address.

I've also tried to call their customer support number. Since I'm overseas at the moment this is costing me money. I used up the last half hour on one of my phone cards only to sit on hold and then have the line go busy and then click and then off hook beep me. Go figure.

I've seen a few posters on the boards here who seem to be affiliated with Vonage somehow....but is that legit and can I trust them? They have no fancy membership title or Avatar to let me know...

Does anyone have any ideas of what to do next? I didn't pay $100 in 2 day international fed ex shipping just to wait 2 weeks to activate the account. Time is of the essence here.

~Galaji

Posts: 492 · Posted: Tue Feb 01, 2005 12:29 am Post subject: Retail Activation Problems

Hi! I think I can help you out. If not, we will invite someone who can. There are several as I'm sure you have noticed by now. First, reset your adapter. I assume you have the Linksys RT31P2. In the rear, just next to the power input connector is a small ressessed button. Insert something small like a pen point an press it in for about 15 seconds. Release it and the router will then reboot. In the process it will restore the router to factory default condition, password and all. Consider the MAC address as a unique serial number for the device, but it can be changed if need be. If the reset fails to allow you access to Vonage sign in, then it is likely that you are not yet in their system or there was an error in transmitting the MAC to Vonage. If this works - great. If not, what kind of system are you running? Detail about how your system is connected together, simply please? What operating system? Good luck! I'll check in about mid-day and we can start to do a little digging into your MAC address.

Posts: 492 · Posted: Tue Feb 01, 2005 11:30 am Post subject: Retail Activation Problems

If you are still have difficulties, dig out the box that the router came in. You will find underneath the S/N another number labeled MAC. On your computer type into the address field: http://192.168.15.1 and type enter. The Web-Based Utility appears on the screen. If you haven't changed your password yet from the reset, do it now. Click the upper tab labeled "STATUS" then click on the lower tab labeled "ROUTER". There you will find a 12 digit MAC address. This address should match the MAC number on the box that you received the router with. Write the number down. Does it match? The password is found in "MANAGEMENT" reinstall one in you haven't yet done it and then leave the page.

Posts: 4 · New Forum Member Joined: May 20, 2005 Posts: 4

Hi mbhn5204

I'm having the same problem... but the MAC address shown in admin page (192.168.15.1) didn't match with the showed in phone adapter's box and in the phone adapter, so I reset the RT31P2 and my WAN MAC address is right, but I can't register in www.vonage.com/activate yet, it shows

Error
The following error(s) occurred:
The mac address is invalid

What can I do now? I have to wait a little? May I have to call VONAGE-HELP?

Tks

Posts: 4 · New Forum Member Joined: May 20, 2005 Posts: 4

I NEED A SUPPORT! WHAT I HAVE TO DO???

Posts: 3198 · Posted: Fri May 20, 2005 4:36 pm Post subject:

are you mac cloning? the wan mac on your phone box and at http://192.168.1.100:8080/RouterStatus.htm (the click "Router") should be exactly the same.

Posts: 4 · New Forum Member Joined: May 20, 2005 Posts: 4

I'm not mac cloning... they are the same!

What I have to do?

Posts: 3 · New Forum Member Joined: May 23, 2005 Posts: 3

I know it was hard for me to read the MAC address on my device, so I had the same issue. Then I replaced all of the O's with zeroes and I believe that fixed it, for me.

Posts: 13 · Vonage Forum Associate Joined: May 23, 2005 Posts: 13

The problem the original post described is actually a website issue. Had the exact same problem. DON"T click on Retail Activation on the home page. INSTEAD click on Sign Up at the top of the page and then click on "If you purchased Vonage at a retail store, click here to activate"

It will accept the MAC address then. Seems to be some bad code in the webpage.