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Phaedrus1313
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Joined: Jun 09, 2005
Posts: 7

PostPosted: Sat Jun 11, 2005 11:13 am    Post subject: Losing my dial tone AGAIN - RT31P2 - a saga Reply with quote Back to top

Hi Everyoone,

I've had Vonage for about 1 month now. It worked fine until a few days ago when I lost my dial tone. Here's my setup and my story - I'd greatly appreciate any suggestions:

Setup:

Comcast cable Internet service through an aging Motorola cable modem. The modem connects directly to my RT31P2. The only ethernet client of the RT31P2 is a Linksys wireless router, to which my various computers talk.

Story:

No dial tone two days ago. Internet works fine. RT31P2 shows a mesage about how its synchronizing service or some such on the voice status tab, but it shows this for hours and hours. Power cycling the RT31P2 (in conjunction with power cycling the cable modem, as Vonage and Linksys recommend), does nothing but change the voice status messageto "router is still restarting" - even hours after the power cycle. Again, Internet works fine.

Despite the horror stories I've read here, I called Vonage tech support. After fighting with the guy to convince him I'd already gone through the standard reboot procedures several times, he had me do a hard reset on the RT31P2, and also set the RT31P2 to clone my laptop's MAC address. Some vague combination of the hard reset with or without rebooting the cable modem did solve the problem. (Time on with tech support: about 30 minutes. Not horrible.)

HOWEVER, one day later I wake up, check the RT31P2, and once again am without a phone light (and without a dial tone). I am going to try the hard reset again myself, but am more concerned with why this would be repeatedly failing. The tech support guy explained that the RT31P2 was failing while contacting Vonage's configuration server, but it's unclear to me what sort of failure this might be given that my normal Internet connection is working fine and dandy. Also, it's unclear to me why the problem would recur - could it be a bad RT31P2? a fault of my aging cable modem? Something else on the network?

I'm hesitant to call Vonage tech support about this as either:

a) I'll be able to re-fix it (for now) and will be asking a vague question of "why did this happen again and what can I do to prevent it in the future?" and I don't expect a good answer to that.

b) I won't be able to fix it and they'll go through the same somewhat arbitrary seeming steps with me again, eventually fixing it only to have it die again sometime in the near or distant future.

So... any advice? Smile

thanks,
Lee
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Phaedrus1313
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Posts: 7

PostPosted: Sun Jun 12, 2005 10:11 pm    Post subject: Reply with quote Back to top

Just a bump with the additional information that my intiial attempt to recreate the steps of using a hard reset (hold the reset button for 30-seconds) of the RT31P2 and then cloning my laptop's ethernet NIC MAC address did not resolve the problem.

I will try again, and I am trying to email Vonage tech support as I am extremely wary of calling them, but would still love any suggestions from the folks here - on the hope that it's a problem with the router, does anyone else recommend a fast method to convince Vonage to replace the router?

thanks,
Lee
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ronin703
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PostPosted: Tue Jun 14, 2005 12:36 pm    Post subject: Similar problems with RT31P2 Reply with quote Back to top

Hi, there.

I've had similar problems with my RT31P2 and wonder if you've resolved your issues.

I spent over an hour with Vonage's "advanced tech support" which was much better than the first person you talk to, who basically reads from a script and can't seem to think on their own. Anyway, I convinced the "advanced" techie to send me a new router, however, I continue to experience the same problem: no phone light and no connection. I get the same status messages as you do in the router's setup. My internet works fine when NOT connected to the router. When I am using the router, my internet activity is slow and doesn't work right.

Another interesting thing I noticed on the router's status is that it is often getting disconnected from my PPPOE ISP. I never have this problem when not using the router.

Any thoughts?

Thanks,

Ronin703
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Phaedrus1313
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PostPosted: Tue Jun 14, 2005 12:45 pm    Post subject: Reply with quote Back to top

Hi Ronin,

Not much new to report, here's what I've got:

I have (for now) gotten my RT31P2 to behave properly, following another session of these steps:

1) Hard reset the router (Hold the reset button in for 30-45 seconds)

2) Clone my laptop's MAC address on the RT31P2 (I continue to think that this step is unnecessary, but have not verified) - I can provide more detail here if you need it as to how to do this

3) Do a reboot of my cable modem and the RT31P2 -- unplug both, wait 30 seconds or so, plug in the cable modem, wait for all of its lights to go on, then plug in the RT31P2.

I've had this procedure work sometimes when the phone light is out, and fail sometimes. I haven't convinced Vonage yet to send me a new router, and they seem to be **ignoring** (!!!) all of my emails now, incredibly enough.

Will report back if I have more info, and any advice is still appreciated.

thanks,
Lee

[edited to fix Ronin's name]


Last edited by Phaedrus1313 on Tue Jun 14, 2005 1:42 pm; edited 1 time in total
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Jun 14, 2005 1:24 pm    Post subject: Reply with quote Back to top

Push for the new router....I had the same issue, and they offered to send me a new RT back in Jan at the drop of a hat...
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