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Maaz
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Joined: Dec 05, 2004
Posts: 170

PostPosted: Tue Apr 05, 2005 6:29 pm    Post subject: Reply with quote Back to top

rlstjohn wrote:
holy crap...what menu choices did you pick to get to someone to fix the caller id issue? Unplugging my device, removing the fix from the PAP2 etc..etc...did not fix my issue.


I don't remember the exact option numbers but I chose whichever one was for tech support, then for problems with incoming calls, then for problems with caller ID. Tell them that the time didn't update on your device and if ask if they could manually update it. If they give you crap about setting the time on the phone itself instead, tell them that you already tried that, and that you know someone else with Vonage who called in and was able to get the time reset on their device.

I have an RT31P2 but I assume that it would be the same for the PAP2 as the RT31P2 is essentially just a PAP2 with a built in Ethernet router.

Maaz
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rlstjohn
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Joined: Jan 27, 2005
Posts: 218
Location: Maryland

PostPosted: Tue Apr 05, 2005 6:34 pm    Post subject: Reply with quote Back to top

Well, I waited 24 minutes to talk to some moron who was no help at all. First he told me it was a network issue and it wasn't pushed out to everyone yet. I asked if he could flag my account and he went off on some tangent saying that it wasn't me specifically, but the network (whatever that meant). Then he went on to say it was a database issue that needed to be updated..blah..blah. I told him that I was reading this forum and that some people just had to have some update pushed out and he went off saying that "most people in this forum don't know what they are talking about and have no clue about Vonage." I had to laugh HARD at this and tell him how everyone is right on in the forum and that's where I get all my help. So...anyway, no fix and the obviously have some boob working customer service. Any other ideas on how to get this fixed?
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Maaz
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Joined: Dec 05, 2004
Posts: 170

PostPosted: Tue Apr 05, 2005 6:51 pm    Post subject: Reply with quote Back to top

Well, that's interesting. No, I don't have any other ideas but maybe they are aware of the problem based on what the rep told you. Unless your phone has the capability to use the time you set instead of what it receives from a caller ID stamp, there is really nothing you can do if it is set wrong with the phone company (Vonage).

The rep I talked to verified what state I lived in and then updated the time on my device. So it is possible that something was wrong in their database that they corrected.

Tech support reps generally are not real techs. Instead, they simply look up answers in a database or ask other reps who have previously dealt with a similar problem. On the other hand, many of us on these forums are at least somewhat computer/phone savvy.

Maaz
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strongj
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Joined: Jan 18, 2005
Posts: 67
Location: San Diego, CA

PostPosted: Tue Apr 05, 2005 8:55 pm    Post subject: Reply with quote Back to top

Mine is still wrong too. I have the RT31P2 with the background noise problem. I removed the jumper in line 2, restarted the router and checked the status page on the router setup which does show the correct time. However so far it isn't passing the new time to my phones after several incoming calls.
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AspectTec
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Joined: Jan 13, 2005
Posts: 244
Location: Columbus, GA

PostPosted: Wed Apr 06, 2005 6:32 am    Post subject: Reply with quote Back to top

I finally decided to call. After about 20 Minutes a female answered and fixed it in about a minute.

_________________
ISP:MEDIACOM (3000/256)
SB5100
Linksys WRT54G (Firmware Version: Talisman/Basic 1.1
Linksys RTP300, Firmware Version: 1.00.55
Download 2,883,752 bps
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QOS 99%
RTT 58 ms
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rlstjohn
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Posts: 218
Location: Maryland

PostPosted: Wed Apr 06, 2005 6:48 am    Post subject: Reply with quote Back to top

What?? She fixed it? What did she do? Also, do you recall what options you used to speak with someone. My guy was no help at all....
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AspectTec
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Joined: Jan 13, 2005
Posts: 244
Location: Columbus, GA

PostPosted: Wed Apr 06, 2005 8:47 am    Post subject: Reply with quote Back to top

Seems like I picked option 5 then option 5 again. When I told her I needed my Daylight Savings time updated she put me on hold a second.

When she came back she advised me that as soon as I hang up it will update. As I hung up I saw my phone light indicator go out for a second and then come back on. I tried a call and wallah it was fixed.

I did pull my "Shorted RJ-11 in port 2 out" to make sure the updates would take.

_________________
ISP:MEDIACOM (3000/256)
SB5100
Linksys WRT54G (Firmware Version: Talisman/Basic 1.1
Linksys RTP300, Firmware Version: 1.00.55
Download 2,883,752 bps
Upload 245,312 bps
QOS 99%
RTT 58 ms
MaxPause 31 ms
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rlstjohn
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Joined: Jan 27, 2005
Posts: 218
Location: Maryland

PostPosted: Wed Apr 06, 2005 9:05 am    Post subject: Reply with quote Back to top

thank you...I will give it another try tonight and see how it goes.
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mbkerk
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Joined: Jan 14, 2005
Posts: 63

PostPosted: Wed Apr 06, 2005 9:40 am    Post subject: OK... Give this a try Reply with quote Back to top

Having dealt with Vonage customer service on the phone a few times, I did not want to run the risk of waiting on hold forever and getting a tech who didn't know what he was doing (I have had good experiences with them, but not many!) sooooo....

I logged on to my Vonage account, went to "contact us" and sent them a short e-mail stating my caller ID was not showing the correct time after the switch to CDST this past weekend. I did this about midnight last night (Tuesday.)

I had this response this morning (Wednesday 9:00 AM)


Quote:
Thank you for contacting customer care. We apologize for any delay in
responding to you.

In response to your recent inquiry, we have refreshed the setting on
your phone adapter. Please test it again and let us know if the
problem still persist so we can further investigate.

Please feel free to visit our website, www.vonage.com for any
additional inquiries about our services.

Thank you for choosing Vonage Digital Voice.


Sincerely,

Vonage Customer Care



I just checked and the time is correct now. W00t

_________________
Mark

Midcontinent Cable
Linksys Cable Modem
Linksys RT31P2 Router
Linksys BEFW11S4 Wireless Router
Vonage member since 1-6-2005
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rlstjohn
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Joined: Jan 27, 2005
Posts: 218
Location: Maryland

PostPosted: Wed Apr 06, 2005 9:45 am    Post subject: Reply with quote Back to top

wow! That's impressive!! I had sent them a couple emails a few months ago and never heard back from them. I'll give this a shot now!

Robert
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