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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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khueffmeier
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Joined: Feb 16, 2005
Posts: 2

PostPosted: Thu Feb 17, 2005 9:04 am    Post subject: Outage due to "code upgrade" Reply with quote Back to top

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
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asmalik
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Joined: Feb 17, 2005
Posts: 2

PostPosted: Thu Feb 17, 2005 12:48 pm    Post subject: code upgrade problem Reply with quote Back to top

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
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khueffmeier
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Joined: Feb 16, 2005
Posts: 2

PostPosted: Thu Feb 17, 2005 2:10 pm    Post subject: Reply with quote Back to top

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.
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asmalik
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Joined: Feb 17, 2005
Posts: 2

PostPosted: Thu Feb 17, 2005 9:53 pm    Post subject: Reply with quote Back to top

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!
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themosta
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Joined: Mar 13, 2005
Posts: 2

PostPosted: Sun Mar 13, 2005 12:39 pm    Post subject: Linksys telephone adapter reset Reply with quote Back to top

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).
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†Limited time offer. Cannot be combined with any other promotional offer. Valid for new accounts only. Limit one (1) Restaurant.com Gift Certificate per account. Customer must subscribe to Vonage for 61 consecutive days to receive the Gift Certificate. Allow 8 weeks after the 61-day requirement to receive the Gift Certificate via email. Redeem the gift certificate online at http://Dine.Restaurant.com before use. Valid for dine-in only unless otherwise stated. Unredeemed gift certificates not valid toward purchase at restaurants. Limit of one (1) gift certificate at given restaurant per party per month. Minimum spend requirements and other restrictions on the Restaurant-Specific Gift Certificates and online merchant websites vary and are subject to change. Other restrictions may apply. Visit http://Dine.Restaurant.com for complete terms and conditions and participating restaurants. Vonage has the sole right to decide all matters and disputes arising from the Gift Certificate and all decisions are final. All taxes on gift certificates are solely Customer's responsibility. Vonage is not responsible for any damage to the Gift Certificate or product defects of any kind. In the event that the Gift Certificates become unavailable for any reason, Vonage reserves the right to provide a substitute of similar type and value.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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