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jcvaughn
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PostPosted: Sat Mar 12, 2005 2:28 am    Post subject: No Dial Tone since 2-23-05... and no customer service either Reply with quote Back to top

So I get this email on 2-23-05 stating that Vonage had done an upgrade on my adapter (Linksys RT31P2). The email stated that if the upgrade didn't work, respond to the email, and a new adapter would be sent, with a free month's service.

BTW, my broadband is up and working fine.

Responded to that email 3 times - NO reply.

Sent about 4 separate emails about the same issue from the Vonage website - NO reply

Sent a FAX - NO reply

(Actually sent a CANCELLATION request through to see if that would bring a response - NO reply still)

Called Tech Support at least a dozen times: I don't have the time to put the consistent 60 minutes to get a tech support every time. When I got through finally on Wednesday of this week (3-8-05); I was told "our Tech Lines are full and someone will call you back." Gave them my cell number, and haven't been called back yet.

Got an email from Vonage this morning (12:24 AM on 3-12-04) which is pasted at the end of this post. I sat through hold for 60 minutes again upon which the Customer Service guy takes my cell number again and says Tech Support will call me.

What must I do to get my service working (which has been down for over 3 weeks)? I've been very patient, but do not have the time or stamina to have to keep enduring 60 minute hold times.

Does anyone have ANY suggestions as to how this can be resolved?

Thanks,

Chris Vaughn




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).

We apologize for any inconvenience and thank you.

Sincerely,



Vonage Customer Care
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reebok
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Joined: Oct 24, 2004
Posts: 3198
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PostPosted: Sat Mar 12, 2005 8:56 am    Post subject: Reply with quote Back to top

well resetting it isn't hard...just use the button.
I guess one way to do it is power off the unit, hold the reset button while plugging it back in, keep it held for 15 seconds.
probably won't fix your problem, but that's how to do it.

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jcvaughn
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PostPosted: Sat Mar 12, 2005 10:18 am    Post subject: Reply with quote Back to top

thanks for the help.... but as an IT guy... I know how to reboot the adapter. Like I said in my first post, I don't have the time or patience to keep staying on hold... or hearing "how to reboot the adapter."

Thanks,

Chris Vaughn
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reebok
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PostPosted: Sat Mar 12, 2005 10:24 am    Post subject: Reply with quote Back to top

nothing in your post said you knew how or tried to reset the adapter, but that you received an email saying it was necessary and waited 60 minutes on hold, which was apparently to find out how to do it.
if you want some troubleshooting tips, here you go:
is the power light on the unit blinking? have you ever noticed it blinking? can you access http://192.168.15.1 and if so, what is the firmware version (top right of every page) and what do you have under Line1 and 2 when you click Status? how is your network set up?

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jcvaughn
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PostPosted: Sat Mar 12, 2005 10:46 am    Post subject: Reply with quote Back to top

Reebok,

Thanks for the help! I really mean it! So here goes...

is the power light on the unit blinking?
Power: NO. Power light is constant, as is the light for line 1; The lights for the ethernet and internet blink intermitently as the network is used.

have you ever noticed it blinking?
I suppose you are talking about the power light. I have seen it blink at all

can you access http://192.168.15.1 and if so, what is the firmware version (top right of every page)
I can access the the unit (although I changed the address to 192.168.1.10) and the firmware is Firmware Version: 1.26.01

what do you have under Line1 and 2 when you click Status?


Voice Version: 2.0.12(LI)


Line1 Status

Registration Status: 678-528-3399 16785283399 Online
Call1 Status: Idle
Call2 Status: Idle


Line2 Status

Registration Status: Offline
Call1 Status: Idle
Call2 Status: Idle

how is your network set up?
bellsouth broadband
westell modem
to Linksys RT31P2 phone adapter
to Linksys BEFW11S4 wirless router
to network.

Thanks again for the help!

Chris Vaughn
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reebok
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Posts: 3198
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PostPosted: Sat Mar 12, 2005 10:59 am    Post subject: Reply with quote Back to top

ok, here's a few things to try. while at the line status page, take the phone off the hook and click refresh. Call 1 status should say "dialing" when you do this. I realize you don't have a dial tone.
your firmware version is inconsistent with the recent firmware updates some users got, so that indicates they never sent it, or there was in fact some error with it. the update isn't necessary (in other words, having an older firmware version won't kill your Vonage connection/dial tone)
I would unplug the phone cord from the linksys, power it down, and do the reset described in my first post. once phone 1 is solid again, plug it back in. try a different phone also if you have one. sometimes the phone port can die, and Vonage will switch it to port 2 and it will work fine. more of an fyi thing because you have to talk to them to get that done.
and finally, see this post about the westell. I don't know if this is you issue since it was working before, but who knows:
http://www.vonage-forum.com/ftopic4087.html+mode

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jcvaughn
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PostPosted: Sat Mar 12, 2005 11:07 am    Post subject: Reply with quote Back to top

ok, here's a few things to try. while at the line status page, take the phone off the hook and click refresh. Call 1 status should say "dialing" when you do this. I realize you don't have a dial tone.

There is no change in the status at all.


I would unplug the phone cord from the linksys, power it down, and do the reset described in my first post. once phone 1 is solid again, plug it back in.

Done this so many times it hurts, but did it once again.... - NO CHANGE.


try a different phone also if you have one.

tried about 3 different phones - all work on my land line... none work on the adapter

sometimes the phone port can die, and Vonage will switch it to port 2 and it will work fine. more of an fyi thing because you have to talk to them to get that done.

I'm still waiting for customer support to call. He said last night, they should call within 24 hours - I don't believe it really. So I'll have to put in the 60 minute wait time, without a promise of getting someone who is a service tech.

and finally, see this post about the westell. I don't know if this is you issue since it was working before, but who knows:
http://www.vonage-forum.com/ftopic4087.html+mode

My westell is setup that way already.

Thanks again.

Chris Vaughn
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hadiddiya
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PostPosted: Tue Apr 19, 2005 7:35 pm    Post subject: Thank You, Reebok Reply with quote Back to top

Thank you, Reebok! And everyone else who addressed this issue, as I was starting to hit the end of my rope, without ever having used the service. I appreciate your feedback being there for me to peruse and learn from!

Hadiddiya (happy now with her dial tone!) Very Happy
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