Vonage will not accept IP8100 from Sam's Club

Posts: 7 · New Forum Member Joined: Sep 01, 2005 Posts: 7

I am completely baffled by this, and need advice.

Purchased a VTech IP8100-3 online from Sam's Club since my local club isn't stocking them (yet), and Vonage will not accept the MAC address when I enter it on the activation web page. I have confirmed the MAC address on the sticker is correct.

Vonage's second or third level support will not or cannot add the MAC to the system and has instructed me to send it back to Sam's Club for another adapter. VTech makes the phone and sends me to Vonage for help!

If I get another IP8100 from Sam's Club I'm afraid I'm going to run into the same thing again. What's happening here?

Posts: 3198 · Posted: Thu Sep 01, 2005 8:44 am Post subject:

http://vonage.com/help.php?article=901
did you do this part?
1. Open a web browser such as Microsoft ® Internet Explorer using the computer connected through your IP 8100-2/8100-3 ethernet port. In the address of location field, type http://192.168.15.1 and press ENTER. This displays the login screen. Enter the default password 'VTech' and click on login.
2. On the Setup Wizard screen, click Run Wizard to start the set-up.
3. Follow Wizard screens to complete the setup.
Check for dial tone by pressing the ON button on your handset. If you do not hear a dial tone, please refer to the Troubleshooting section of the user manual.

Posts: 7 · New Forum Member Joined: Sep 01, 2005 Posts: 7

I am not yet a Vonage customer. From what I can tell I'm supposed to visit www.vonage.com/activate and enter the place purchased and the MAC address. I assume from there I give CC info and choose a phone number, etc. I can't get past that point.

Once I do get past that point I'm supposed to connect the IP8100 to my router and it goes out and connects to Vonage and completes the set up.

It's very odd that Vonage doesn't like my MAC address, and has instructed me to get another one from Sam's Club. Whose to say that modem won't have problems, too?

Posts: 3198 · Posted: Thu Sep 01, 2005 9:59 am Post subject:

ok, it's hard to tell from reading those instructions, but since it's not worth trying...good luck with your next one.

Posts: 1424 · Posted: Thu Sep 01, 2005 2:11 pm Post subject:

I received a message from this user asking for a response on this question. I certainly have little expertise in the are of retail activation, but I will add what I know and maybe others could flesh it out.

Why does Vonage maintain a list of valid MAC addresses for retail devices?

Vonage is able to limit the devices in use on its network by only allowing devices that are shipped to the consumer pre-configured to work with Vonage. This is important as the use of other, non-approved devices, would certainly increase technical support costs and would possibly put the system at risk for other users.

Is this the best technical solution from a user point of view? No! Vonage could have adopted a model similar to that used with GSM mobile phones where the configuration and customer information is maintained on a smart card that can moved from device to device. However, Vonage primarily used consumer equipment that was available rather than specifying a standard and allowing manufacturers build equipment that meets that standard. See DirecTV for an example of the other business model. The smart card solution would also have allowed users two easily swap out devices when travelling or in case of failure.

Why would a MAC address not appear in the database?

The most likely explanation is human error. A MAC address, or more likely a range of addresses that was shipped for retail sale was not correctly added into the database.

Other possibilities (and I am not referring specifically to this case) include previously registered devices that are specifically black listed possibly because of tampering or unauthorized factory resets, devices that have been reported stolen or devices being sold through non-authorized outlets.

One other possibility is an error in transcoding the MAC address from the user to Vonage.

How should I deal with this situation?

Vonage's advice is to exchange the device. If the MAC address is listed on the outside of the box I would certainly make an effort to verify the address is capable of activation before leaving the store. I would make an attempt to find a MAC address that was significantly different from one that was indicated not to work.

Why can't Vonage just add the address in?

The person who would be requested to add the address would have no knowledge of why the device wasn't listed and could not be reasonably allowed to validate the device. It is likely that a human error problem affecting multiple devices would be caught sooner than later, but the still leaves device exchange as the most expedient solution.

Posts: 7 · New Forum Member Joined: Sep 01, 2005 Posts: 7

Thanks for the info...

I'm not impressed with Vonage so far. I don't understand how VTech can package and sell a $150 product and then tell me I can't use it. Getting a straight answer from Vonage to WHY seems to be hard to do. Why can't my MAC address be used? It's a VTech product with a VTech-owned MAC address - just add the address.

I'm returning the unit to Sam's Club. I'm going to order one more - I lose shipping costs here and I'm not very happy about it. I'm betting this next one will have the same problem. Vonage certainly isn't making any guarantees here at all.

Posts: 13 · Vonage Forum Associate Joined: Oct 18, 2005 Posts: 13

Sorry to dredge up a 6-week old thread, but this is the problem I am having now.

I purchased an IP8100-2 from Circuit City, and the MAC address is invalid. I am waiting for Vonage's Tech Support to call me back. Are they just going to tell me to exchange my product? What is their usual response time?

If that is the case, it seems a little ridiculous considering that (as someone else said earlier in this thread noted) the phone retails for $150.

So I should go back to Circuit City and either have the staff there verify the MAC address of a particular phone is valid, or call my wife from the store and have her try to register the MAC address of the new phone that I am trying to exchange my $150 unusable thing for.

If I exchage this useless phone I have now, isn't this phone that I purchased that doesn't work just going to end up back on the shelf at CC for some other unsuspecting schmo to pick up innocently and have the same problem down the road that I have now.

Posts: 233 · Posted: Tue Oct 18, 2005 10:16 am Post subject:

I have not faced this problem since I chose to keep all my components separate rather than integrated, but nevertheless it should work. Circuit City will usually follow the policy and exchange the unit at no cost if you are having a problem. But, you are probably correct, they will reduce the price and sell it again. I hope that isn't the case, but it seems to be the best way to recover for these guys. But, I would have a talk with Circuit City explaining that they are selling a product tied to Vonage that didn't work because of the MAC address. If you tell them that you have little interest in bringing back a second one (and I would be talking to a manager) they may take an interest in helping track the problem. I have seen that at Best Buy. Getting products returned causes them to lose customers and lose the profit margin even if they try to resell it because they have to discount it. I do agree this shouldn't happen and mistakes do happen. But, you have an advantage to make these guys work for you.

I'm sorry to see you having to go through this situation. It shouldn't happen. I wish everyone had my experience so far which has been great.

I would have one suggestion for Vonage and the big box stores selling these units. They would be further down the road if they set up some system where the unit was activated at the store so when you got home all you did was plug it in. That means they actually make a call through the unit. I bet it could be done. The only problem I could think of would be wireless phones that are discharged.

I am also confused by the problems in another way. When I bought my PAP2 at Best Buy a screen popped up on the register that confused the clerk for a second. It was asking for the MAC address on my PAP2. He had never seen it but had not sold a PAP2. He inquired about the problem. Evidently this screen registered my MAC with Vonage, at least that was what we understood. Of course it could have been related to getting my refund too. I don't know. I was wondering if that was true and I am sure some Vonage insider will see this. Could this be part of the problem?

Posts: 7 · New Forum Member Joined: Sep 01, 2005 Posts: 7

The second phone that Sam's Club sent to me worked fine. Interestingly enough, Sam's Club no longer offers this phone on their web site. I'll have to check the local Sam's Club to see if it's on the shelf but if it's not on the web site it might not be available from them any longer. To their credit, Sam's Club did send me a $25 gift card to cover the hassle and s/h.

Posts: 13 · Vonage Forum Associate Joined: Oct 18, 2005 Posts: 13

is the ip8100-3 still available? i bought the ip8100-2 plus an extra handset. this cost me ($150+$50)*1.06 (tax)=$212. Minus the $75 rebate is $137.

it looks like the ip8100-3 was available at 4infinitech.com for $165-$75 rebate or $90 + shipping. that would have been nice! of course considering the MAC problems I am having I am glad I picked up the IP8100-2 at a retail store close to my house.

http://66.218.69.11/search/cache?p=vtech+ip8100-3&toggle=1&ei=UTF-8&u=www.4infinitech.com/Scripts/prodView.asp%3Fidproduct%3D3569&w=vtech+ip8100+3&d=bj-RBmFULl95&icp=1&.intl=us