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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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scottesh
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 19, 2005
Posts: 10

PostPosted: Sun Feb 20, 2005 12:44 am    Post subject: Vonage Doesnt Work Details of My Woes Reply with quote Back to top

OK here it goes,
Ordered the service 2nd last week of january 2005
Got the modem within a week (acceptable)
followed all instruction to the Tee
tried using the service the first week.
Virtual line was dropped and had to order a new line.
First router kept rebooting and rebooting.
Spen approximatly 16 hrs on hold waiting for tech support over 3 days.

* Feb 11 Email Ticket #1230956 Submitted for dropping of carrier
No Response Return e-mail to Vonage is nobody@care.vonage.com
* Feb 14 Ticket# 1239900 Tech Arnab Nandi: Wrote "We promise to respond as quickly as possible. If you are experiencing any
issues or problems with your service please send us your account number,
home networking configuration and a brief description of your problem."
Wrote back including all information
No reply

* Feb15 One Technician Arnab Nandi Tier 2 support: wrote
"Could you reply with the MAC address of the device that you are using so I can check a couple of the settings... If you have any other questions or comments, please reply to the email or contact customer care."
I sent him the MAC address and he gave me a username and password to reset the device.
No Fix

* Feb15 One Technician Arnab Nandi Tier 2 support Ticket# 1239900 wrote "Thank you for replying to the email... Could you reply with the MAC
address of the device that you are using so I can check a couple of
the settings... If you have any other questions or comments, please
reply to the email or contact customer care. "
Replied with all information requested
No reply.

* Feb 15 Talked to Technician David Snyder ticket# #1246232 " Finally somone that wanted to help. He sent me a new router overnight"
Hooked it up and same problems

*Feb 16 hired a Voip telecom specialist from my previous place of employment (Rockwell Automation) to check wiring and setup router and check settings. All check out fine on my end.

*Feb 17 no service at all green light on modem for line 1 is lit but no signal. Rebooted router at least 15 times no signal. Isolated router on its own took complete network down no PC's were connected and still no service untill 4:35 pm

* Feb 17 router started rebooting again.
* Feb 18 spent day in bar consuming alot of alcohol didnt care about phone service. Tried to call wife for ride home but got dead line then busy signal. Walked home
* Feb 19 4:30 am read on this forun to change Voip QOS to 512k did that
No results.
Downloaded latest firmware from TFTP site for linksys router from Vonage . Router will not upgrade firmware.
11:06 am Got emergency call from motherinlaw call lasted 5 minues line went dead. Wife called back and was told caller would hear screaching sound on phone with quick tones then hung up again.
3:57pm called Vonage for support waited on hold for 42 minutes talked to Support rep Rachel then line dropped off.
4:39pm called support waited for 60 min from neighbors SBC line and talked to support rep and complained then his line dropped off.
10:28 called tech support was on hold for 1 min router rebooted.
10:30 called tech support was on hold for 24 min router rebooted
10:54 called tech support was on hold for 15 min router rebooted.
went outside and re connected myself to SBC and have been on hold since then.
Network has been very quirky since I added that crappy linksys device to my LAN. (Not knocking Linksys cuz all other equipment is linksys) 1 wireless router, 1 8 port switch.
* Feb 20 3:28am
Just spent almost 2 hrs on the phone with latoya.white@vonage.com Ticket#1246232: she upgraded my router to the latest version of the firmware, asked me what type of phones I used in the house, told her 2.4Ghz and she made some adjustments on the router along with switching the line to line 2 instead of line 1. We did some testing with other phones connected to the Vonage router, router with a pc connected, and without PC connected, she called me from her cell phone, and a standard phone. She made sure call waiting was working properly, we switched between calls. She was a very thourough tech. She did explain to me the reason why there is such a long wait to get throug. Explained that 90 percent of the calls were ID10T calls where people are calling from the Vonage phone stating that there Vonage phone isnt working and have to explain that it is working fine. Hopefully I will no longer have to call them back and enjoy Vonages services. I will report bac in a few days with more info.


Last edited by scottesh on Sun Feb 20, 2005 4:37 am; edited 1 time in total
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tommy13v
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Joined: Dec 20, 2004
Posts: 230
Location: upstate NY

PostPosted: Sun Feb 20, 2005 12:53 am    Post subject: Reply with quote Back to top

what type of high speed access do you have? Cable or DSL?
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scottesh
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 19, 2005
Posts: 10

PostPosted: Sun Feb 20, 2005 1:22 am    Post subject: reply to tommy13v Reply with quote Back to top

I have Time warner Cable testing at 4.1 meg per minute
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scottesh
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 19, 2005
Posts: 10

PostPosted: Sun Feb 20, 2005 4:39 am    Post subject: OOPS forgot to tell yall Reply with quote Back to top

She also told me to disable QOS on the router and that will speed up the internet access. and it did!!!
Very Happy
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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.

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