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You can recollect
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The devices are
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Hi these are most
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jmpage2
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Joined: Feb 22, 2005
Posts: 36

PostPosted: Wed Feb 23, 2005 12:36 pm    Post subject: Reply with quote Back to top

I just called Vonage and not sure what to think now. When I got to an agent (which fortunately did not take any time) I heard lots of clicks and pops on the line.

Certainly if any of my enterprise customers had call quality like this we would be out onsite with a network analyzer to figure out what the problem was. It sounded like jitter and packet loss on their trunk connection to the CLEC.

Then I asked the guy about the device they provide that makes the phone connection. He said they provide a phone adapter that I put anywhere on my network. I asked him if they didn't provide something that does QoS in the way of a router/access-point and he said NO and didn't even seem to know what QoS was.

I got frustrated not being able to get any information from him and not sure if I want to do business with a company that doesn't even seem to understand basic things about the Voip technology.
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kenn10
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Joined: Jun 07, 2004
Posts: 196
Location: Kennesaw, GA

PostPosted: Wed Feb 23, 2005 1:24 pm    Post subject: Reply with quote Back to top

jmpage2 wrote:

I got frustrated not being able to get any information from him and not sure if I want to do business with a company that doesn't even seem to understand basic things about the Voip technology.


Oh give them a break. There are a lot of new people and most of the users you'll find on this board have the best insight as to how things work. If you're an engineer yourself, try the 30 day trial and dump them if you don't like it.

People have just about beat the dead horse to a bloody pulp on the customer service issue. Their phone support is generally bad. Get over it or move on.
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jmpage2
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Joined: Feb 22, 2005
Posts: 36

PostPosted: Wed Feb 23, 2005 1:38 pm    Post subject: Reply with quote Back to top

Well, working in a technical support role myself I don't tend to cut companies slack in the service department.

So since phone support **** can people here answer three questions for me;

1. What model router are they providing?

2. Does that router screw up a 2nd gateway residing behind it as far as VPN port-forwarding, etc, goes?

3. They say it takes 20 days to port your number. What if the service stinks, how long does it take to switch it back?
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kenn10
Vonage Forum Master
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Joined: Jun 07, 2004
Posts: 196
Location: Kennesaw, GA

PostPosted: Wed Feb 23, 2005 2:18 pm    Post subject: Reply with quote Back to top

jmpage2 wrote:
Well, working in a technical support role myself I don't tend to cut companies slack in the service department.

So since phone support **** can people here answer three questions for me;

1. What model router are they providing?

2. Does that router screw up a 2nd gateway residing behind it as far as VPN port-forwarding, etc, goes?

3. They say it takes 20 days to port your number. What if the service stinks, how long does it take to switch it back?


1) The Linksys RT31P2 seems to be the current one unless you go buy one yourself at a superstore.

2) I run 4 different Voip ATA's plus my IPSEC VPN behind with no issues but your mileage may vary. I personnally do not think anyone should use the RT31P2 as a primary router on their networks. Get the Linksys WRT54GS and load the SVEASOFT firmware on it to manage your QoS.

3) Don't fax in the bill and letter of authorization to port your number until you're satisfied with the service. The port will simply stall until you send in the paperwork.

You should also take the time to read through the topics in this boad and on www.dslreports.com. If you'll take the time to educate yourself better in the area of consumer Voip, you'll reduce a lot of your frustration.

And I guess, last but not least, this is not a regulated utility. There are no SLA's, no PSC complaints, no remediation. You take the service as it is or try another Voip provider, or stick with the regulated ILEC or CLEC. For $15/month it isn't going to be the same.
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AirJunky
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Joined: Jun 17, 2004
Posts: 70

PostPosted: Wed Feb 23, 2005 7:26 pm    Post subject: Reply with quote Back to top

Hey jmpage2, it sounds like Vonage is not going to work for you. Their customer service ****... bottom line. Look around on this forum. Delays, no answers, & pissed off users are fairly common.

There are many users, myself included, who successfully use Vonage day in & day out. And many are telcom pros or network engineers, that just means that you know more than the customer service people do.... and they won't admit it.

I have 12 yrs of experience supporting Windows, Novell, Citrix & Unix networks. I have been running Vonage with a 3 PCs & an Xbox, 2 VPNs to work for my wife & myself, an all-in-one fax machine, pushing video to 2 PVR systems, and a weather station on the LAN and my Vonage continues to work flawlessly. But I've tested it out, set my network up & accepted that I may very well be the only person who can fix any problem on this network. I've had conference calls while connected to the work VPN & uploading files to the net & voice quality barely falters

Anything short of taking that kind of attitude about it is risky. I'd encourage you to do the 30 day trial yourself, run the wire for your head end device where you need it to be. My guess is you will like it so much you'll seriously consider keeping it. But save yourself the frustration now & just forget about customer service.
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jmpage2
Vonage Forum Junior
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Joined: Feb 22, 2005
Posts: 36

PostPosted: Wed Feb 23, 2005 7:51 pm    Post subject: Reply with quote Back to top

I've gone ahead and ordered it. Thanks for all the input. As I am not interested in buying a new access point I will use the one that Vonage provides and run a line to the house head end.

Any catches with this configuration? I will still need my Netgear 802.11a/b/g access point be installed behind the Vonage Linksys equipment.
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AirJunky
Full Forum Member
Full Forum Member


Joined: Jun 17, 2004
Posts: 70

PostPosted: Wed Feb 23, 2005 8:00 pm    Post subject: Reply with quote Back to top

Shouldn't be a problem, jmpage2. Good luck to ya & let us know how it works out.
This forum will prove to be your best source of support. There are quite a few good sources of info here.
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dconnor
Site Admin
Site Admin


Joined: Mar 05, 2003
Posts: 2263
Location: The Beach

PostPosted: Wed Feb 23, 2005 8:04 pm    Post subject: Reply with quote Back to top

Ditto what said.

Smile

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msiegel
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 11, 2005
Posts: 24
Location: Chicago

PostPosted: Wed Feb 23, 2005 8:21 pm    Post subject: your wireless setup Reply with quote Back to top

JP, you shoulldnt have any problems with your wifi setup. I'm using a linksys B/G router behinde my linksy cable modem and the linksys phone device. I also have port forwarding setup for remote desktop connoections. You should not have any problem seting up port forwarding. Ive found the best thing to do is to just turn off all the garbage in the ATA and use whatever else you have behinde it to manage your connection
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jmpage2
Vonage Forum Junior
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Joined: Feb 22, 2005
Posts: 36

PostPosted: Wed Feb 23, 2005 9:33 pm    Post subject: Re: your wireless setup Reply with quote Back to top

msiegel wrote:
JP, you shoulldnt have any problems with your wifi setup. I'm using a linksys B/G router behinde my linksy cable modem and the linksys phone device. I also have port forwarding setup for remote desktop connoections. You should not have any problem seting up port forwarding. Ive found the best thing to do is to just turn off all the garbage in the ATA and use whatever else you have behinde it to manage your connection


So do you connect your access point to any switch port on the ATA? Do you hook it up to the WAN port on the access point? Do you have the access point get an IP address from the Linksys ATA via DHCP?
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