Vonage can not reset Mac ID??

Posts: 4 · New Forum Member Joined: Mar 26, 2005 Posts: 4

I have activated and terminated an account within 2 hours. I was told I can not reactivate my account once it was terminated. So I’m trying to start from the beginning. i.e. new account etc. I have been on the phone with tech support people several times for hours.

Problem: I have a Linksys PAP2 phone adapter. Their data base does not accept the MAC ID because it is associated with my prior account.

I think they need to purge the MAC address from their data base so I can activate a new account.

The Vonage customer support people and tech. support people I’ve talked to so far, do not know how to resolve this issue. The last person I talked to advised me to return the phone adapter. Why?

Please give me suggestions. I have been very polite and patient with the customer support people. They want to be helpful but They don't know what to do.

Posts: 482 · Posted: Sun Mar 27, 2005 12:53 am Post subject:

They never purge the MAC from their system because their policy is not to allow people to sign up with used equipment. If you buy a Vonage adapter from Ebay or wherever, and it was previously used, then Vonage will not let you use it. At least that's the policy, and I've never heard of anyone getting around it.

However, it seems like it would be a pretty simple thing for them to reactivate an account. I can't imagine why they would make it that difficult for someone to become a customer again.

I'd suggest you just return the PAP2 and exchange it at the store where you bought it, that way you have a new MAC. Tell them it's defective though, or else they'll shrink it and some poor sap will get shafted when they try and sign up.

Posts: 22 · Vonage Forum Associate Joined: Mar 24, 2005 Posts: 22

You can reactivate an old device ... as long as the MAC address is registered to the Vonage service ... a new account has to be signed up, the shipment of a device out to you has to be locked and stopped by the rep, and the rep has to send a message to the engineers to move the equiptment from the old account to the new account ... the only problem with this is you may not be eligible for the rebate on the device because it is a associated with a new retail activated account ... hope that helps

Posts: 482 · Posted: Sun Mar 27, 2005 1:48 am Post subject:

There seems to be some debate about that. See this thread for more info:

Vonage bans used VoIP adapters

Posts: 22 · Vonage Forum Associate Joined: Mar 24, 2005 Posts: 22

i see the debate and i've been hesitant to weigh in on it because i know people are spending their money on these things and i don't know their situation specifically

the truth is the device can be reactivated to a new account if it was registered to the service either retail or shipped in house

the problem is who knows where the device came from if you bought it online

if you provide the

MAC/WAN address
MAC/LAN address
serial number

to the rep they can have the engineers check the database and get back to you to let you know if the device is registered to the service or not

Posts: 482 · Posted: Sun Mar 27, 2005 2:35 am Post subject:

Well there you have it, just call Vonage back and tell them suprmanjoe says it's no problem.

Posts: 4 · New Forum Member Joined: Mar 26, 2005 Posts: 4

I agree it ought be an easy thing for them to do. I bought the Linksys phone adapter on Wednesday from Radioshack. I have the receipt, s/n, store code etc.

I guess I'll return it for a new box with a new Mac.

From purely a business perspective, I think Vonage ought to pay more attention to this issue. I'm sure they have spent more time and money on this problem than it's worth.

Thank you.

Posts: 216 · Posted: Sun Mar 27, 2005 10:37 am Post subject:

ToddlerTN wrote:

There seems to be some debate about that. See this thread for more info:

Vonage bans used VoIP adapters

Also see this thread for more info:

Any truth to this? Regarding Motorola VT1005 activation

Posts: 4 · New Forum Member Joined: Mar 26, 2005 Posts: 4

I tried Vonage Tech. support one last time today. He confirmed with me that Vonage tech people will not restore a MAC address after an account has been "terminated" . Period. It doen't matter if the product is brand new.

I was told that my only option at this point is to swap the unit with a new one from the retail store; Radio Shack. New MAC address = New Account.

Posts: 492 · Posted: Sun Mar 27, 2005 5:47 pm Post subject:

The MAC address is like a social security number for online devices. It is hardwired in and can not be changed. However, there is a function called Mac Cloning which will simulate another Mac address, but I don't think that this will solve your problem. Once you cancel, that Mac address is listed as "No longer in service". You have two choices. 1) try to have Vonage re-open your account. If they will not or can not, 2) open a new service with a new adapter. Since they will not or can not re-open your account (a problem that perhaps you created and not them), the only solution is to obtain a new adapter and open a new account.

May I suggest that you sign up with Vonage, pay $63, and use their free Linksys RT31P2. It can be hooked up just as if it were a PAP2. You'll even get a free month of service out of it which makes up for the activation surcharge bringing the total to $36 for the first two months. There is nothing else that you can do and this is the cheapest way out. Just do it.