RT31P2 Rant (almost)

Posts: 91 · Vonage Forum Senior Joined: Mar 08, 2005 Posts: 91

The good news is:
1) The company has done a GREAT job in upgrading and responding to customer service issues. Today I was on hold for only 5 minutes. Prior experiences were 20+ minutes on hold.

2) Tech service guy was actually knowledgeable about the situation, and did not question why I need to have ANOTHER router replaced.

3)TSG agreed with the assessment of the TW TSG, and got a solution working to switch out the old RT.

4) TSG also recognized a long-standing problem with the RT, and offered to overnight it. When I told him about previous promises of overnights being 10 days long, he explained that that was also changed, and overnight now means overnight.

So what's my beef?
1) I just spent the whole morning, and a large part of Sunday talking to the Time Warner techs trying to find out why I could not get on line, but had TV and telephone service. For four days, I could not get on the Internet or get email. I suddenly got a message telling me that the connection was low or not working.

I did all sorts of swap outs of RJ 45 cables including a direct link to my computer and ipconfig/all etc. via command prompt. Still nothing corrected the problem

2) Previous vonage techies told me that the problem HAD to be with TW because I could talk on the phone.

3) I dropped calls to the other TSG's and that problem was ignored in the initial calls for help

4) TW service had to come and find the problem. Actually solved by changing from hub 1 to hub 2 on the back if the RT. However, that really is not a permanent fix. The

Thus, someone else had to find Vonage's problem, and that is the essence of my rant.

The RT unit has a well-documented history of disconnects, and other spooky behavior. Shouldn't there be an automatic swap out/upgrade for all Vonage customers to a newer, more reliable router?

Thus I rant in a nice way, hoping that other TSGs see this, and help to develop a solution.

Posts: 90 · Vonage Forum Senior Joined: May 05, 2005 Posts: 90

The same thing happened to me when I tried to use the Linksys "install" discs. I think it re-did something with my regular router and screwed up everything. No internet.

I called the cable company and the guy said to pwoer down everything. Unplug everything. WAIT AT LEAST 30 SECONDS and then power up the cable modem, then the router(s) and then the computer(s).

Voila, back on-line and the Vonage box is cranking out dial tone.

I felt like an idiot for calling the cable company over this. Turn off the power. Duh.

I think you should avoid using the "install" discs. AFAIK, there is nothing to "configure" or "install" with a linksys router. Just plug and play.

This is what worked for me, anyway. Good luck.

Posts: 492 · Posted: Mon May 09, 2005 1:53 pm Post subject:

You haven't said much about how you are setup. That would be a help to those who are trying to help you in your situation. I can, however, give you a little info that may or may not help, but it's all I can do at the moment. Calm down, you're not alone in this, and check this stuff out:
http://www.vonage.com/help_knowledgeBase_article.php?category=45&article=111
http://www.vonage.com/help_knowledgeBase_article.php?article=626&category=47
http://www.vonage.com/help_knowledgeBase_article.php?article=466&category=47
http://www.vonage.com/help_knowledgeBase_article.php?article=626&category=113
http://www.vonage.com/help_knowledgeBase_article.php?article=468&category=113

Something here should be able to point you in the right direction. Now, Just in case you are unable to access to web-based utility, as well. Here is a procedure that will often work. Good luck to you and I'll check in on you later.

Unable to Access Web-based Utility:
1) IE Tools to Internet Options to Connection Tab to LAN Settings to Disable “Automatic Detect Settings”
2) With IE or Netscape
a) Click “File”. Make sure “Work Offline is NOT checked”.
b) Press CTRL + F5. This is a hard refresh, which will force Windows Explorer to load new webpages, not cashed ones.
C) Click TOOLS. Click INTERNET OPTIONS. Click the SECURITY tab. Click the DEFAULT LEVEL button. Make sure the security level is medium or lower. Then click the OK button.

Mike
Shalom Alaychem

Posts: 91 · Vonage Forum Senior Joined: Mar 08, 2005 Posts: 91

mbhn5204 (Alaychem Sahlom) and robertplattbell wrote good ideas, but may have missed my main point: the sudden death of the RT connection.

That prohibited me from going to this forum, or checking the knowledge base.

My "rant" was about the well-known fact that the modem is problem bound; I am the unlucky recipient of three fo them. Soon I will have my fourth RT. (BTW one of them was a recycled one, and was DOA)

Since I do not abuse or use a hammer on the RT, nor is my computer infested with router-destroying demons, the explanation has to be elsewhere. It is this: The early versions of the "improved" routers are simply crap.

Thus, my "rant" was apropos, and calm.

Posts: 18 · Vonage Forum Associate Joined: Apr 28, 2005 Posts: 18

He... I haven't had any issues yet with my RT... *knock on wood*

And to think, when it came in the mail, it was in a couple of pieces! I had to put the housing back together. heh...

Posts: 91 · Vonage Forum Senior Joined: Mar 08, 2005 Posts: 91

NOW FOR THE REAL RANT

As of now, I have been trying to get my new RT set up for over 3 hours.

I have experienced 3 misdirected calls, and two disconnects

The overnight did get here today, oh well, no biggie. It is better than before, so I do not complain

I just got another disconnect, this time on their 700 number I was on hold for 20 minutes

The bottom line is that the new router seems to be DOA.

The reason for the swap out is that one port on the old RT suddenly died, and I was unable to get on line for several days. I was able to phone, and we did a work around by switching to a new ethernet port. Tech Service told me to get a new router to avoid future problems

I spent time with the TS people swapping out cables from my old RT router, to the new , finally we got the new one working...

I rebooted the computer, and was not able to get either phone, or internet. Guess what, the OLD one worked when I swapped out the cables, again.

If I were differently made, there would be more fire in this,and perhaps bleeped words, I am tired of hassles.

Why can't I get decent service?

BTW on hold now for another 20 minutes... sigh