Outage due to "code upgrade"

Posts: 2 · New Forum Member Joined: Feb 16, 2005 Posts: 2

Did any else receive the email below? I replied to the email on Friday evening and still have not received the new adapter. What's going on?! My phone service has been down since Friday! I've attempted to update the firmware manually but it fails ever time. Firmware version is 1.24.xx

Dear Valued Customer,

As part of our ongoing efforts to provide outstanding service and features, a code upgrade was performed on your Linksys Telephone adapter on Friday 2/11/2005.

If you are receiving this notification, it is to inform you that your Linksys Telephone adapter may not be functioning properly. To determine if your telephone adapter is working properly we asked that you properly reboot your phone adapter and network. For instructions on rebooting your telephone adapter please click on the following link. http://www.vonage.com/help_knowledgeBase_article.php?article=425.

After following the instructions, if your device is not functioning properly please reply to this email. We will replace the device free of charge and also offer a free month of telephone service for any inconvenience. To receive your replacement telephone adapter please reply to this email. We will replace your adapter immediately and credit your account for 1 month of service automatically. Your adapter will be shipped to you overnight delivery via UPS.

We apologize for any inconvenience and thank you for patience in this matter.

Sincerely,

Customer Care

Posts: 2 · New Forum Member Joined: Feb 17, 2005 Posts: 2

I received the same email yesterday morning. Followed the instructions and ended up with my Linksys device's power LED blinking continuously. Phone line is dead but internet still works. Replied to the email, but no sign yet of a replacement device.

Same firmware version number 1.24.xx

Posts: 2 · New Forum Member Joined: Feb 16, 2005 Posts: 2

I ended up calling customer service and after sitting on hold for 35 minutes, they had me reset the adapter to the factory defaults, and then they re-pushed the firmware update. My phone is now working, but my opinion of Vonage has been tarnished. You'd think the service rep would have at least apologized for the disruption in service, but no, nothing. He wasn't even the slightest bit friendly.
Apparently replying to the email, as instructed, does nothing. So if you're waiting for the new adapter to arrive, good luck.

Posts: 2 · New Forum Member Joined: Feb 17, 2005 Posts: 2

After multiple attempts got through to customer service. Had me do a web-based restore of factory defaults (need proprietary password) and then pushed thru new code. Worked. Tech had no knowledge of email!

Posts: 2 · New Forum Member Joined: Mar 13, 2005 Posts: 2

Very annoying.

My telephone hasn't been working for over a week, and every time I try to reach customer service I give up after 30-45 minuted of waiting. Well, I got this cryptic email yesterday (I guess they learned not to ask people to reply to email), called back customer service, and waited 55 minutes before they answered. Sadly, I was on speakerphone and they couldn't hear me, and hung up. Aghhh....

So wiht the help of Linksys customer support I reset the adapter, but still no dialtone. Based on these posts I guess Vonage needs to "push a firmware update" (?), but is there any way to ask them to do this without waiting on hold for an hour?

Any advice would be appreciated.

**Please do not respond directly to this message, as it will not be
received. To contact us, please call 1-866-243-4357. **

Dear Valued Customer,

It has come to our attention that your service is not functioning due
to a malfunction with your Linksys Telephone Adapter. Your Linksys
device must be factory reset to restore your service with your device. To
factory reset your Linksys device; please contact Customer Care at
1-Vonage-help (1-866-243-4357).