Caller ID issue - new customer - (ISSUE RESOLVED)

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

We're testing out Vonage at home. So far so good, with only one problem to report: Caller ID does not work.

Requested information from Vonage via e-mail about this problem. Vonage replied, and I tried the remedy detailed in the e-mail: Recycled power on cable modem, then on router, then rebooted the computer, with appropriate pauses at all stages for things to power down/power up and reset. No change, no Caller ID.

As I said, I'm on a cable modem for Internet access. Vonage sent a Linksys Broadband Router, model RT31P2. The phone is a simple corded AT&T phone with Caller ID display on the phone.

I apologize if this issue has already been covered 1,000 times already in this forum. I'm the new guy. Any help or hints on getting Caller ID to work with my Vonage account would be appreciated.

Thanks.
Scott.

Posts: 230 · Posted: Thu Mar 10, 2005 12:22 pm Post subject:

You will need to call them for help. I had a GE phone and the caller ID would not come up. They needed to turn the voltage up on the Phone Adapter and it worked fine.

Posts: 244 · Posted: Thu Mar 10, 2005 12:32 pm Post subject:

do you have any other phone's to try?

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

AspectTec wrote:

do you have any other phone's to try?

Unfortunately, no. But, the phone's Caller ID has worked on another phone line. I'm guessing it isn't a problem with the phone.

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

tommy13v wrote:

You will need to call them for help. I had a GE phone and the caller ID would not come up. They needed to turn the voltage up on the Phone Adapter and it worked fine.

Thanks. I'm on hold with Vonage as I type this. The recorded voice assures me that my call is very important to Vonage, and pleads with me to wait for the next available customer service representative.

The horrors of corporate telephone customer support. <grin>

Posts: 47 · Posted: Thu Mar 10, 2005 12:42 pm Post subject:

polarscott wrote:

Thanks. I'm on hold with Vonage as I type this. The recorded voice assures me that my call is very important to Vonage, and pleads with me to wait for the next available customer service representative.

The horrors of corporate telephone customer support. <grin>

Have them increase the output voltage of the RT. If that doesn't fix it, ask them to ship you a new RT overnight, and also a pre-paid return shipping label for your old one. If you don't ask, they will ship it ground, and return shipping will be on you.

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

cpufixr wrote:

Have them increase the output voltage of the RT. If that doesn't fix it, ask them to ship you a new RT overnight, and also a pre-paid return shipping label for your old one. If you don't ask, they will ship it ground, and return shipping will be on you.

Hey, I'm in Maine too. <waves to neighbor>

I'll keep those hints in mind. Much obliged.

Still waiting for a customer service representative. Any chance Vonage could put National Public Radio on their hold line, do you think?

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

Sean from Vonage helped me. Said he disabled Caller ID block on Vonage's end of things. It'd been enabled for some reason. (shrug) He called me from another line on my Vonage phone, which - and this is important - I was using to speak to Sean.

His call came through with the tone for a Call Waiting. I also got his Caller ID info on my Caller ID window. Hurrah!

Thinking the problem was solved, I thanked Sean and hung up. Shortly after I got a phone call. No Caller ID. Odd. Hung up on that call and called a friend and asked him to call me back. He did. No Caller ID. Then another call came in from a third person. No Caller ID.

I think it's not fixed yet. <rueful grin>

Back to Vonage telephone customer support. But, this time I have a mug of coffee and a stack of mail to go through while I wait.

For you guys who said I need to have the power increased on my RT, I did say that the suggestion had been given to me as a solution. We'll see . . .

Posts: 482 · Posted: Thu Mar 10, 2005 1:40 pm Post subject:

LOL...sorry you have to call back...when it's all done, tell us how long you spent in total on the phone with Vonage, I'm just curious. I've got to call them too, but I'm dreading it.

Posts: 17 · Vonage Forum Associate Joined: Mar 10, 2005 Posts: 17

ToddlerTN wrote:

LOL...sorry you have to call back...when it's all done, tell us how long you spent in total on the phone with Vonage, I'm just curious. I've got to call them too, but I'm dreading it.

Well, I'll tell ya, I was kinda worried about that. Inconvenience aside, I'm on the Basic 500 plan for this testing phase, just to see if we like Vonage phone service. I was worried that all this waiting was eating up my minutes. It's not. I checked my billing and calls to Vonage's 800 support number are free minutes. Phew!

Here's the obvious question: Why don't I use my original POTS line to call Vonage? Cuz the long phone cord is on the Vonage service phone now, and - yes - I am so lazy right now I won't swap the cords. Mea culpa. <grin>