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karsten
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Joined: Apr 24, 2005
Posts: 19

PostPosted: Sun Apr 24, 2005 6:27 pm    Post subject: No dialtone w/ Toshiba PCX2200, AirPort Extreme, & PAP2 Reply with quote Back to top

OK - I'll be as explicit as possible in order to get an answer. I'm getting pretty ticked. The telephone tech support for Vonage has got to be the absolute worst I've EVER run into.

Firstly, I have NO problem with my network whatsoever prior to the installation of Vonage.

Second, I've done countless restarts at all the correct times and places so I'm not going to list each and every single time as I'm sure you want to spend time with your kids or whatever. Rest assured that restarts are occuring when they need to.

Third, I get one (1) IP address from RoadRunner. I'm not paying for a fixed IP, nor am I going to shell out more funds just to get Vonage it's own direct connection to the internet. So, please don't offer me a solution that requires the purchase of additional equipment or services. I can get everything else I plug into my network to function just fine with what I've got. I don't (nay, CAN'T) use a hub after the cable modem and before the base station to plug the Linksys into (remember - I get 1 address)

My Problem: NO DIALTONE

FYI: The Linksys PAP2 has the following lights lit:
- Power (solid)
- Ethernet (occassional flashing)
- Phone 1 (solid)
- Phone 2 (off, I have no phone 2 provisioned)

Here's hoping that there's someone out here who can help.

My equipment:

- Toshiba Cable Modem, Model PCX2200 w/ RoadRunner
(Ports: Power, Cable, USB, Ethernet)
- Apple AirPort Extreme Base Station, Model A1034
(Ports: Power, USB, Ethernet (LAN), Ethernet (WAN))
- Linksys Phone Adapter, Model PAP2
(Ports: Power, Ethernet, Phone1, Phone2)

My connections (In Order):

- Cable to Cable Modem
- Ethernet from Cable Modem to AirPort Extreme (WAN)
- Ethernet from Cable Modem (LAN) to Linksys
- Phone cord from Linksys to a standard touchtone phone

What I've tried:

- Followed the instructions included with the Linksys
- Followed the troubleshooting included with the Linksys
- Turned off DHCP
- Programmed a physical address (and all other IP config info) via the voice configuration
- Set up port mapping as described in the Linksys manual
- Checked online for any kind of info
- Changed my addressing from 10.0.1.x to 192.168.1.x
- Repeated all of the above using the new addressing both with and without DHCP & Port Mapping for each address scheme

- Called 1VONAGEHELP
- Tried to translate into English whatever the guy on the other end was saying
- Carefully and consisely explained EVERYTHING to him
- Went through most of the same steps again - basically just powering everything off, restarting, turning DHCP back on, etc...
- He told me to call back in 30 minutes if it still wasn't working
- Called back
- REPEATED EVERYTHING AGAIN
- Called back
- REPEATED EVERYTHING AGAIN
- Was told to disconnect my AirPort Base Station and plug the Linksys directly into the cable modem in order to use the phone. Obviously, their tech support doesn't have a clue - disconnect my entire home network just so I can run Vonage? Excuse me?!?

For something that's supposed to be so simple, I can't believe that this has been dragging out for days.

I can't believe that I'm the only person out there with this straightforward setup. Can someone, anyone please point out what I'm missing? PLEASE?

[ADMIN EDIT TITLE - "HELP!" - TOO VAGUE]
(whoops - apologies)


Last edited by karsten on Sun Apr 24, 2005 7:16 pm; edited 2 times in total
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enigma91884
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Representative
Vonage<br>Representative


Joined: Apr 15, 2005
Posts: 134

PostPosted: Sun Apr 24, 2005 7:13 pm    Post subject: Re: No dialtone w/ Toshiba PCX2200, AirPort A1034 & PAP2 Reply with quote Back to top

karsten wrote:


My connections (In Order):

- Cable to Cable Modem
- Ethernet from Cable Modem to AirPort Extreme (WAN)
- Ethernet from Cable Modem (LAN) to Linksys
- Phone cord from Linksys to a standard touchtone phone
[ADMIN EDIT TITLE - "HELP!" - TOO VAGUE]


Im pretty sure the 2200 only has 1 ethernet port, so how are you hooki ng up both devices?
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almahix
Vonage Forum Master
Vonage Forum Master


Joined: Jun 01, 2004
Posts: 183
Location: Central California Coast

PostPosted: Sun Apr 24, 2005 7:16 pm    Post subject: Reply with quote Back to top

Quote:
- Cable to Cable Modem
- Ethernet from Cable Modem to AirPort Extreme (WAN)
- Ethernet from Cable Modem (LAN) to Linksys
- Phone cord from Linksys to a standard touchtone phone


I assume you mean that the ethernet to the Linksys is from the AirPort.

Is the telephone plugged into Line 1 on the PAP2? Can you verify that the phone is OK and that the cat/dog/husband/wife/child hasn't chewed through the telephone wire! Do you have a second phone to test with?

Have you tried to connect your PAP2 directly to a LAN port on the AirPort? This will at least tell you if the PAP2 is working. Don't worry, I'm not going to suggest you leave it this way, it is just a test!

If this works then put everything back the way you had it. It is correct.

Have you checked to see if the AirtPort is serving up IP addresses correctly? I presume your computer is getting an IP address from the AirPort, isn't it? I am not familiar with the AirPort, so I can only suggest general things to look for. It is the only DHCP server I presume, and it can allocate enough addresses for all of your computers + PAP2 + whatever else you have connected, and the PAP2 is looking for an IP address to be dynamically aquired? (I do not know the PAP2 either; there may be more information that you can verify.

If the above test failed, then you need to check the PAP2 as I suggested above.

Good luck, I hope you find the culprit. It sounds like you are doing everything right.

_________________
Alma Hix
Vonage subscriber March 2004 - November 2006
and August 2008 - (tbd)
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karsten
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 24, 2005
Posts: 19

PostPosted: Sun Apr 24, 2005 7:35 pm    Post subject: back... Reply with quote Back to top

Just back after resetting everything with the Linksys plugged directly into the Cable Modem for 45+ mins..

During that time I verified that the IP address of the Linksys was correct for the direct connect (it was).

There was no dialtone the entire time.

I've since reconnected. Config is:

Cable modem -> AirPort Extreme (WAN) -> LinkSys via AirPort Extreme (LAN)

DHCP turned back on

Linksys correctly leasing an address

Power, Ethernet, & Phone1 all lit and behaving correctly

Additionally, I placed two Click2Call calls (an internet dialer that dials your Vonage phone number then after you pick it up it connects to the number you dialed from your computer) that show up in my Vonage dashboard as incoming calls.

To answer the other questions:

Telephone is currently plugged into Line 1. It has been plugged in to Line 1 & Line 2 for each of the configurations.

The PAP2 is connected directly to the LAN port on the AirPort Extreme (the WAN comes from the Cable Modem).

Yes, the AirPort is serving correctly to all devices, including the PAP2.

The AirPort is the only DHCP server on the network.


OTHER ITEM:

I seriously doubt that this would have any kind of effect on the Linksys, but...

- I have an AirPort Express on the network

Question - Is there a way to completely reset the Linksys PAP2?
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karsten
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Joined: Apr 24, 2005
Posts: 19

PostPosted: Sun Apr 24, 2005 7:42 pm    Post subject: Re: No dialtone w/ Toshiba PCX2200, AirPort A1034 & PAP2 Reply with quote Back to top

enigma91884 wrote:
karsten wrote:


My connections (In Order):

- Cable to Cable Modem
- Ethernet from Cable Modem to AirPort Extreme (WAN)
- Ethernet from Cable Modem (LAN) to Linksys
- Phone cord from Linksys to a standard touchtone phone
[ADMIN EDIT TITLE - "HELP!" - TOO VAGUE]


Im pretty sure the 2200 only has 1 ethernet port, so how are you hooki ng up both devices?


You are correct. There is only 1 ethernet port on the 2200.

2200 (Cable Modem) -> AirPort -> Linksys

The AirPort Base Station has 2 ethernet ports (an incoming from the 2200 & an outgoing (wired). It serves both wireless and wired networks. The PAP2 is plugged in to the outgoing (LAN) port.
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almahix
Vonage Forum Master
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Joined: Jun 01, 2004
Posts: 183
Location: Central California Coast

PostPosted: Sun Apr 24, 2005 8:24 pm    Post subject: Reply with quote Back to top

In any of the conversations with Vonage CS have you verified that they have the correct MAC id for your Linksys? It would be nice if you could see that from the Vonage website on the account page, or somewhere like that, but you can't.

I don't know the PAP2. Does it have any lights that tell you it's status? For example, my Motorola TA has an LED that flashes once time, two times, three times, four times, then goes solid. Each of the flash counts mean something different. Is this applicable to the PAP2? If so, what is the state of the light?

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Alma Hix
Vonage subscriber March 2004 - November 2006
and August 2008 - (tbd)
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karsten
Vonage Forum Associate
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Joined: Apr 24, 2005
Posts: 19

PostPosted: Sun Apr 24, 2005 9:31 pm    Post subject: wish i knew... Reply with quote Back to top

almahix wrote:
In any of the conversations with Vonage CS have you verified that they have the correct MAC id for your Linksys? It would be nice if you could see that from the Vonage website on the account page, or somewhere like that, but you can't.

I don't know the PAP2. Does it have any lights that tell you it's status? For example, my Motorola TA has an LED that flashes once time, two times, three times, four times, then goes solid. Each of the flash counts mean something different. Is this applicable to the PAP2? If so, what is the state of the light?


No, they've never asked for the MAC addr. - go figure...

As far as diagnostic light codes, I have no clue. It's sure not in the manual.


BTW: Still no dialtone
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almahix
Vonage Forum Master
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Joined: Jun 01, 2004
Posts: 183
Location: Central California Coast

PostPosted: Sun Apr 24, 2005 9:44 pm    Post subject: Reply with quote Back to top

I highly recommend another call to customer service about the MAC id. It is a potential solution. As far as the diagnostic lights, you need to tell them what the status is, and while you're on the phone with them, cycle the power on the PAP2 and tell them what the lights are doing. It could lead to a solution. And I would definitely check the documentation for the PAP2 to see if it does describe what the lights mean.

_________________
Alma Hix
Vonage subscriber March 2004 - November 2006
and August 2008 - (tbd)
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karsten
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 24, 2005
Posts: 19

PostPosted: Mon Apr 25, 2005 1:02 am    Post subject: Already did Reply with quote Back to top

almahix wrote:
I highly recommend another call to customer service about the MAC id. It is a potential solution. As far as the diagnostic lights, you need to tell them what the status is, and while you're on the phone with them, cycle the power on the PAP2 and tell them what the lights are doing. It could lead to a solution. And I would definitely check the documentation for the PAP2 to see if it does describe what the lights mean.


I already went through the lights with the guys on support. It took 5 minutes just to explain that not all the lights were on (Phone2 was off because I only have 1 line). I had to speak very slowly again and again before they maybe understood. All they could say was 'wait for all lights to go on'. I finally had to say, 'yes, ALL the lights are on,' just so I could get them to go to the next step in the path.

Is there a real tech support number for Vonage or just the one that's outsourced 1/2 way around the world?

Oh yeah - I'd suggest some kind of trouble ticket tracking system so I don't have to spend all the time re-explaining every little thing to a new person everytime.

I know what's going to happen now: Vonage will blame Linksys or Apple. Apple will want $35 just to talk to them and then tell me that they have nothing to do with it. Linksys will tell me to talk to Vonage.

Is there a place on the net with in-depth config info for the PAP2? What about for Vonage? Is this a Vonage support board by Vonage (does Vonage actually look here to answer questions? I noticed the admin swooped in pretty quick, what about tech support?)

Assuming that this EVER works they way it's advertised, is this kind of thing what I have to look forward to with Vonage???

Don't get me wrong. I love user/support groups and thank you all for trying to help, but this is a simple straightforward configuration using popular industry standard equipment and I can't seem to get an answer from anywhere.

I'm not looking for days of discussion of potential solutions. My home phone number is already in the process of being transferred to Vonage and soon I'll be completely S.O.L. (not to mention all the time I'm going to have to spend trying to get a credit to my account for all of this BS. Sure would be nice if I could bill them for MY time).

I know that I'm not the only person in the world that has RoadRunner (a massive nationwide ISP), and AirPort Base Station (the defacto standard in wireless for Mac (and even some PC) users, and a PAP2 (the 'free' adapter after $50 rebate).
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karsten
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Joined: Apr 24, 2005
Posts: 19

PostPosted: Mon Apr 25, 2005 9:36 am    Post subject: Other info Reply with quote Back to top

Some other info (grasping at straws mode):

- I am in the process of transferring my landline to Vonage, so I have an account with Vonage under my landline number & a temporary virtual number assigned by Vonage. Calls to the virtual number show up in the Vonage Dashboard as incoming calls. Calls to the landline ring the NON-Vonage phone. Calls with Click2Call using the Vonage account phone number (the landline) correctly show up in the Dashboard as incoming calls.

- It looks like the differences between the 10.0.1.x & 192.168.1.x addresses only applies when you have the Linksys in front of the AirPort. At least that's what I could glean from the posts out here. Sounds like a simple addressing problem. I would venture that there are people out there using the 10.0.1.x addressing scheme and are working just fine.

- Also, I tried to connect to the 'web server' in the PAP2 (I am unsure if there is one available to Vonage subscribers or not) by putting in the IP address w/o any port info and got an unable to connect.

Maybe a different tact is in order. What, exactly, should I ask Tech Support at Vonage to do for me?

Can they force a download of new or replacement firmware?

A remote reset?

I'm really leaning towards a total reset of the unit and starting over from scratch. Any tips on how to do this?
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