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GotNoRice
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Joined: Aug 23, 2005
Posts: 11

PostPosted: Tue Aug 23, 2005 10:26 pm    Post subject: New user, RTP300 problems. Reply with quote Back to top

1. Your location: Pleasant Hill, California (30 miles northeast of SF)
2. Your ISP name: Comcast (Cablemodem)
3. Upload and download speeds: Comcast Gold Tier, 6600/768
4. Modem make and model: Motorola SB5100
5. Type of Vonage adapter used: RTP300
6. Setup of Network: Modem -> Router (M0n0wall, FreeBSD based) -> Switch -> RTP300
7. Issue you are experiencing: Provisioning failed, neither line active, “Your phone may be plugged in to the incorrect phone port….”

I signed up for Vonage via the Vonage.com website, and after waiting a week for the stuff to get here, it finally arrived. I took out the RTP300 device, connected the “internet” port to the switch which is connected to the router, and plugged my phone into the “Phone1” port. I noticed that neither of the phone lights were coming on. After the device starts up the only lights that are on are the power and internet lights. When I try to use my phone, all I get is a brief beep, followed by a “Your phone may be plugged in to the incorrect phone port…”. This message occurs when the phone is plugged into either port.

I plugged my laptop in to one of the Ethernet ports, and verified that I can access web pages through the router (which obviously means the RTP300 has access to the internet also). I logged in to the router (192.168.15.1), and under the status page, voice subpage, it says “provisioning failed” and shows both lines as “idle”. As I said before, both phone lights on the device are NOT lit.

I noticed that it was using an old firmware, so I manually upgraded the firmware to 1.00.37, which is the latest version I could find. After I upgraded, I again looked at the status page but this time it said “provisioning succeeded”. Both phone ports were still not lit however. I left to go eat dinner and when I came back, I found that the RTP300 had somehow automatically downgraded the firmware to 1.00.29, and the status was once again “provisioning failed”. Again, both phone lights remained unlit.

That is where I am now. I tried hooking it up directly to my cablemodem, however that resulted in it not doing anything when I tried to use the phone. I don’t think that is the problem though, as it is seeing the internet even behind my other router, even to the point where it was able to automatically downgrade the firmware…

What do I have to do in order to be able to use my phone? Do I need to have it manually provisioned or something? Also, why did it not like the newer firmware? Using the bandwidth monitor graph built into m0n0wall, I observed that when I attempt to use the phone, and it gives me the “Your phone may be plugged in to the incorrect phone port…” message, there is internet traffic that directly correlates to that phone session, which would seem to imply that the device is correctly transmitting and receiving over the internet.

Any help would be great, thanks.
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cmpfire
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Joined: Aug 10, 2005
Posts: 23
Location: Varnell, GA

PostPosted: Tue Aug 23, 2005 10:52 pm    Post subject: Reply with quote Back to top

Well first of all if neither of the phone ports are lit up...you will not have a phone line. Try this...unplug everythingand power down...then hook up the cable modem...wait until all lights are flashing...then plug in RTP300...this will take a wait but it will connect to Vontage and get it update...wait...wait until you see the blue lighr come on for the phone....when that comes on plug it into your computer and power up the computer. Check your phone line. Take note that they (line 1 and line 2) are opsite of the light that is lit up. If this works there is a problem with the way your router is configured. Some of the guys on here can help with that. I just unpluged mine and used the 3 ports on the back of the 300 and they work great!
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GotNoRice
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Joined: Aug 23, 2005
Posts: 11

PostPosted: Tue Aug 23, 2005 11:08 pm    Post subject: Reply with quote Back to top

I followed your instructions, but infortunatly my results were the same. It still shows "provisioning failed", with both lines idle, and neither phone light lit up. When I try to use the phone, I just get the wrong port number. My results appear to be the same behind my router and directly connected.
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cmpfire
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Joined: Aug 10, 2005
Posts: 23
Location: Varnell, GA

PostPosted: Tue Aug 23, 2005 11:12 pm    Post subject: Reply with quote Back to top

Have you called customer support? I knowthat is a lame question but I wonder if there is something wrong with the RTP300 you got. Mine went in first time...but my set-up is different. Hopefully some of the really techie folks on here will see this and respond.
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raymillsus
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Joined: Aug 18, 2005
Posts: 24
Location: Haymarket Virginia

PostPosted: Tue Aug 23, 2005 11:31 pm    Post subject: Reply with quote Back to top

I had some other problems with my installation today. I called customer support and the problem was that for some reason I did not get the download of the new firmware. Once they sent it to me again I was able to use the phone no problem. It is possible that you could have a similar issue, but with today being my first day as well I may not be the best one to answer your question.
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GotNoRice
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Joined: Aug 23, 2005
Posts: 11

PostPosted: Wed Aug 24, 2005 1:23 pm    Post subject: Reply with quote Back to top

I sent an email to customer support. I'd call them, but at the moment I only have one phone and I'd have to switch it back and forth.
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TravJohns
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Joined: Aug 22, 2005
Posts: 3
Location: Waldorf, MD

PostPosted: Wed Aug 24, 2005 3:00 pm    Post subject: Reply with quote Back to top

I've had a similar problem on my RTP300, where it refused to accept the firmware update (although mine had never downgraded, as I was unable to find good instructions on how to do a manual upgrade to 1.00.37).

However, as soon as I was able to get through to an "Advanced Support" agent (recommend calling during the week as overflow on the weekend goes to an out-sourced call center), they were able to push an upgrade to 1.00.43 that has been working like a champ so far.

Another recommendation that they made was to think about putting the adapter closer to the SB5100 to ensure your call traffic doesn't get knocked down in the traffic priority list, which can affect call quality...
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cmpfire
Vonage Forum Associate
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Joined: Aug 10, 2005
Posts: 23
Location: Varnell, GA

PostPosted: Wed Aug 24, 2005 3:42 pm    Post subject: Reply with quote Back to top

Let us know when you here from CS or if you decide to call them. I would like to know what they tell you.
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GotNoRice
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Joined: Aug 23, 2005
Posts: 11

PostPosted: Wed Aug 24, 2005 4:34 pm    Post subject: Reply with quote Back to top

TravJohns wrote:
Another recommendation that they made was to think about putting the adapter closer to the SB5100 to ensure your call traffic doesn't get knocked down in the traffic priority list, which can affect call quality...


The m0n0wall router I use is pretty good at prioritizing traffic. Before I set it up, if I had a torrent saturating my upload bandwidth, my pings in Counter-Strike: Source would jump from 40 to 400, but after using traffic shaping and setting priorities on the traffic, the ping only jumps up to 70 or so. I’m not sure how well QoS works on the RTP300, but it works pretty well on m0n0wall.
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GotNoRice
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Joined: Aug 23, 2005
Posts: 11

PostPosted: Wed Aug 24, 2005 6:22 pm    Post subject: Reply with quote Back to top

Ok, so I called them. I got a guy on the phone that had a really thick Indian accent, but managed to kinda communicate with him. After trying all the stuff I already tried, he sent me to the “supervisor”. After again trying all the stuff I already tried, they were about to send me a new router, but wanted to check the MAC address of the one I currently have. Turns out that the MAC address of the one I have is different than the MAC address they show in their system, which I guess explains the problem.

He then forwarded me to someone who was supposedly going to chance the MAC address for me, but somehow the call was dropped. I called back in to tech support, explained the situation and got bumped up to the 2nd level again. I read off my MAC address a bunch of times, and after waiting on hold for about 15 mins, he says that a network engineer is going to look at the issue and then call me back tomorrow.

How hard is it to change a MAC address? Rolling Eyes
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