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madjeff
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PostPosted: Sat May 14, 2005 11:14 pm    Post subject: Need a Vonage tech - No Service - need MAC change Reply with quote Back to top

I've been waiting for almost 48 hours to hear back from a Vonage tech with no luck, and I know there are some excellent Vonage techs on the forum here. So I thought I would make an appeal... Smile

I need my WAN MAC association changed to a new router device. Last time I had this done it took all of about 5 minutes, but for some reason this Friday morning I went through 3 techs, none of which could manage a simple MAC change. The last one said they would pass the change up the line and call me when it was done yesterday, but here it is late Saturday night and I'm still without service.

Can someone help me out? My cell is about dead and I left the charger at work, so I can't sit on hold for an hour waiting. I'm really getting desperate here. Smile


Last edited by madjeff on Sun May 15, 2005 2:22 pm; edited 1 time in total
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madjeff
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PostPosted: Sun May 15, 2005 2:13 pm    Post subject: Reply with quote Back to top

Well, Day 3 with no phone service. Here's what happened this morning (Sunday)...

Called Vonage Tech Support. After about a 5 minute wait (not too bad) I spent 10+ minutes trying to explain to the level 1 tech that I had purchased a new WRT54GP2 about a month ago, but that the router was dropping wireless connections all the time so I took the device back, and that I needed to get the original WRT31P2 router re-associated with my existing account. I explained that I had talked to 3 people already on Friday morning and that I had been assured that I would have things up and running by end of day Friday.

After giving the tech my WAN MAC address about 5 times and getting put on hold each time, he finally stated that the router had been deactivated and that he would not be able to do anything and would transfer me to another dept. At that point I agreed just so I could talk with someone else. Rolling Eyes

So, the next tech was slightly better, and after going through the motions with him for another 10-15 minutes he assures me that things will be resolved by end of day today. I tried to get him to kick me up to an engineer but he wouldn't do it. So now I sit here hoping that somehow today is going to be different than the previous days, and I'm not getting a warm fuzzy feeling about it.

As a Network Security Engineer for a financial institution here in the west, talking to 1st level support and doing the automated phone system dance to try and get someone that might actually know what the heck they are doing makes me want to shove my head through my monitor in frustration! Evil or Very Mad Lol I've been very happy with Vonage service in the 6 months I've been on, but I'm glad I held off on getting my friends and family going on it, because quite frankly, I can't imagine a non-tech-savvy person trying to get anything done with some of the existing tech support people I've dealt with the past 3 days.

Sorry, just needed to vent mostly, although I'm still hoping I can get in touch with some of the helpful Vonage employees I've seen here online to see if they can do something to help me out. My wife's about ready to string me up for these problems, and I can't say I blame her. I'm the one that said this would be better than sliced bread... Wink I've got a ticket # if any Vonage tech reading this wants to check it out for me, it would be greatly appreciated.
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almahix
Vonage Forum Master
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Joined: Jun 01, 2004
Posts: 183
Location: Central California Coast

PostPosted: Sun May 15, 2005 6:09 pm    Post subject: Reply with quote Back to top

I had a similar experience a few months ago, and it took several phone calls over several days before they finally activated my previous TA. One guy said it would only take a few moments and it would be done, so I kept checking my network and getting very hot under the collar. This happened Friday afternoon. Each phone call took about 40 minutes on hold.

It turned out that it actually requires a trouble ticket to be written and the network people work down the list of tickets until they get to yours. After I repeatedly called and called they finally got a manager to promote my ticket to the top of the list and it got done. That was Sunday night. Monday morning all had been restored.

I don't know if this is really how it works at Vonage or if they were just providing "subscriber entertainment" (aka bull droppings). Dan is censoring my post but you get the drift.

Vonage is very frustrating at times but everything usually gets resolved in one fashion or another. I can certainly identify with your need to vent. So rage on!

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Alma Hix
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and August 2008 - (tbd)
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jdr30
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Joined: Nov 24, 2004
Posts: 215

PostPosted: Tue May 17, 2005 8:40 am    Post subject: Reply with quote Back to top

Did it get resolved? If not I could get it done in about 2 min. Let me know.
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almahix
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Joined: Jun 01, 2004
Posts: 183
Location: Central California Coast

PostPosted: Tue May 17, 2005 7:39 pm    Post subject: Reply with quote Back to top

jdr30 wrote:
Did it get resolved? If not I could get it done in about 2 min. Let me know.


This all took place a few months ago and has long since been resolved. I was only recalling it for the OP so he wouldn't feel like he was the only one.

Thanks very much for asking, I really appreciate it.

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Alma Hix
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PoppaJohn
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Joined: Mar 08, 2005
Posts: 91

PostPosted: Thu May 19, 2005 3:39 pm    Post subject: Reply with quote Back to top

Something similar happened to me.

I got the solution from mundy5

Try this: http://www.vonage-forum.com/modules.php?name=Forums&file=viewtopic&p=32522#32522

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Poppa

Vonage member since Jan03
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Set up: Surfboard SB5100 Cable Modem to Linksys RT31P2 to PC
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