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Closer2001
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Joined: Sep 19, 2005
Posts: 5

PostPosted: Mon Sep 19, 2005 11:21 pm    Post subject: Vonage Customer Since 05/04 - Very Frustrated, LONG POST Reply with quote Back to top

I signed up for Vonage 5/04 when I needed a home office phone / fax and didn't want to go conventional...

Immediately I received a Motorola adaptor, plugged it in and was talking...for about 20s until the other party couldn't hear the conversation any more. I could hear them, but not Vice Versa.

This went on for 10 months or so, with me calling Vonage and them telling me it was my Cable Modem, bandwidth, ISP, and various other excuses. I could initially get them on the phone, but the (lack of) customer service has turned into a 45 minute wait session - something I can't afford to deal with on a typical day. I bought 3 different cable modems at Vonage's request and they all did nothing to help.

I reset the Codec to the lowest settings, ran bandwidth tests, upgraded my bandwidth etc. At best I had choppy audio, at worst I had one-way. I sell computer storage for a living with concalls, etc and this was just not cutting it. For months I resorted to just talking on my cell phone as it worked better.

I finally called and demanded they send me out a Linksys phone adaptor to replace the Motorola. My neighbor had the same problems I mentioned above and the LInksys solved it according to him. I got the Linksys and went to Comcast Premium 6 MB / 768 UP at the same time. It did not help same choppiness and lack of reliability, but here was the last working (sort-of) config.

Comcast 6 Meg Down / 768 Up, Verified by Testmy.net

Linksys Cable Modem -> Vonage -> Buffalo Router -> Computers

- - - - - - -

After the above...I assumed it was the ISP.

We have now moved and so I figured I was free.

I ordered up Time Warner Premium, 8 MB Down, 584 Up service and had it installed (this took 2 weeks). They refused to use my brand new Linksys Modem and installed some no-namer.

I plugged in the Vonage (anti-christ) Linksys RT(POS) and got a dial tone.

So now...

TWC 8 MB / 584 UP -> No Name China Modem -> Vonage Linksys RT(POS) -> Buffalo -> Computers

I made a call which lasted 30s before the other party could hear me, but I could not hear them. Then the adaptor failed to recognize the phone at all and the phone said "Check Line."

Regardless, the Buffalo and/or computer connected to the Vonage could not access the internet.

If I take the Vonage out - no problemo.

- - -

I reboot the network 50x. I try just for the hell of it, connecting the Vonage to the Buffalo switch. Nothing / Nada.

So I call the Vonage folks and wait on hold for 45 min. They come on the line and have me reboot it again. At this point I am hostile and tell them I do not want to reboot...I just want it to work. The audio on tech support is as one-way as my phone, so they don't hear that and just keep reading the script. Mad

So I go through the process and it works. I pick up the phone and have a dial tone. I make a call and party answers. So I say, "I don't know I guess it works," So Vonage India hangs up ( I have them on my cell) and as soon as they hang up, my test call drops and it hasn't worked since. The RT(POS) power and ethernet lights just blink the day away.

So...

1. I just want a phone that works.

2. I don't want to go through the tech support scripts any more

3. If the RT(POS) is problematic, please get rid of them so they don't tie up your tech support lines.

PS:

I tried pinging /logging-in to the RT(POS) at 192.168.15.1 and it times out.
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alee
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Joined: Sep 05, 2005
Posts: 33

PostPosted: Mon Sep 19, 2005 11:39 pm    Post subject: Reply with quote Back to top

Completely shooting in the dark:

What if you just ran cable modem straight to RTP-300 and nothing else on the network? (this eliminates whether your home network has anything to do with it)

Have you replaced the Ethernet cable? (bad cables often contribute to serious packet loss)

Have you taken the RTP300 to someone else's house? (granted you've moved, but let's eliminate bad luck entirely by trying a whole new infrastructure)

Last theory... go out and buy a retail Vonage package, and set up a brand new account (completely new... as if they've never heard of you and you've never heard of them). Does this one work? The theory here is that it could be that your non-working Vonage account is plagued with some bad strings of data and as a result has never been "right" from the beginning.
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Closer2001
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Joined: Sep 19, 2005
Posts: 5

PostPosted: Tue Sep 20, 2005 9:17 am    Post subject: Reply with quote Back to top

[quote="alee"]Completely shooting in the dark:

Quote:
What if you just ran cable modem straight to RTP-300 and nothing else on the network? (this eliminates whether your home network has anything to do with it)


Correction - It is an RT31P2. RT(POS) to me
if I go TWC -> Vonage I get nothing in terms of phone. If I plug a laptop straight into the switch on the Vonage RT (POS) it can not see the internet.

Quote:
Have you replaced the Ethernet cable? (bad cables often contribute to serious packet loss)


Yes - Various Cat5e, and Cat6 Cables have been systematically relaced.

Quote:
Have you taken the RTP300 to someone else's house? (granted you've moved, but let's eliminate bad luck entirely by trying a whole new infrastructure)


No - I have not tried this, but I guess I could try connecting to another internet connection.

Quote:
Last theory... go out and buy a retail Vonage package, and set up a brand new account (completely new... as if they've never heard of you and you've never heard of them). Does this one work? The theory here is that it could be that your non-working Vonage account is plagued with some bad strings of data and as a result has never been "right" from the beginning.


I would do this, but I now have my current number printed on business cards and in the hands of 200-300 clients.
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alee
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Joined: Sep 05, 2005
Posts: 33

PostPosted: Tue Sep 20, 2005 9:20 am    Post subject: Reply with quote Back to top

Closer2001 wrote:
Quote:
Last theory... go out and buy a retail Vonage package, and set up a brand new account (completely new... as if they've never heard of you and you've never heard of them). Does this one work? The theory here is that it could be that your non-working Vonage account is plagued with some bad strings of data and as a result has never been "right" from the beginning.


I would do this, but I now have my current number printed on business cards and in the hands of 200-300 clients.

I would probably try this... establish whether or not the brand new account has absolutely no issues. Then you have a case to argue with Vonage where maybe they can reinitialize your "bad" account. It's probably faster to do all the experimenting with yourself vs. wasting your time with Vonage level 1 support.
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Vonager
Vonage Forum Senior
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Joined: Aug 16, 2005
Posts: 132

PostPosted: Tue Sep 20, 2005 11:51 am    Post subject: Reply with quote Back to top

[quote="Closer2001"]
alee wrote:
Completely shooting in the dark:

Quote:
What if you just ran cable modem straight to RTP-300 and nothing else on the network? (this eliminates whether your home network has anything to do with it)


Correction - It is an RT31P2. RT(POS) to me
if I go TWC -> Vonage I get nothing in terms of phone. If I plug a laptop straight into the switch on the Vonage RT (POS) it can not see the internet.)


I'm also shooting in the dark like alee, but this might help:

1. Disconnect all cables going OUT from RT31P2. Do a hard rest to your RT31P2 (button in back); hold in for say 15-30 sec. then release. Reboot modem (wait 2 mins) and RT31P2 (wait 5 mins until power and phone LED are solid.) Do not connect any PCs, just phone cable in phone1 in back. Do you get a dial tone, place calls and check audio. Plug PC in RT31P2 and see if you can get 'net.

2. I'm not sure if you now have Time Warner/Road Runner... I know they are very stingy about what cable modem they give you. Call their tech support line and verify what you can get as replacement from them (I think they have Toshiba PCX2600 DOCSIS 2.0; Ambit brand, not sure what model and wouldn't use it; they have Motorola SBs for their digital phone customers.) You can take your non-name cable modem to one of their service centers and get it replaced with something you'd trust and try it.

3. If 1 and/or 2 above is no go, call Vonage CS and insist on getting a RTP300 in its place.

BTW, what do the LEDs on your RT31P2 do when phone is not in use? What does the voice status via browser say? (192.168.15.1)
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MRN
Vonage Forum Associate
Vonage Forum Associate


Joined: Sep 16, 2005
Posts: 10

PostPosted: Tue Sep 20, 2005 12:39 pm    Post subject: Post subject: Vonage Customer Since 05/04 - Very Frustrated, Reply with quote Back to top

Could it be that the cat5 cable you have connected to the Vonage box is wrong? I know on some setups they need either a straight or crossover cable. The 300 box has color coded cables to keep the confusion down. That would explain why you cannot see the internet.

just a thought Smile
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Sep 20, 2005 2:20 pm    Post subject: Reply with quote Back to top

They are just standard ethernet cables, but tried to make it fool proof for the masses I believe...
Although I did find it interesting that in the quick setup they made sure you plugged the cable into port one for "best voice quality".

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Tue Sep 20, 2005 4:14 pm    Post subject: Reply with quote Back to top

Could you do us a favor and go to http://www.testyourvoip.com , run a test to Boston, and post the detailed results of this. No use us shooting in the dark when it's very easy to narrow down the source of the problem.

You didn't post the locations you've tried using Vonage, but I've had very excellent call quality with Vonage and have used it on no fewer than 8 different networks (with different providers) and haven't hit any of the problems you've experienced. I've even been able to get it to work over dial-up 'though I wouldn't recommend it. Could be your router, could be your connection, the above test will provide quite a bit of insight into why this is occuring.

_________________
ISP: Varies depending where I'm at.
Vonage: Linksys RTP300
Router: IPCop 1.4.10
Phones: various
Total calls since Jul 24, 2005: 4,794 calls
Total Minutes since Jul 24, 2005: 25,552 minutes
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HunterMcD
Vonage Forum Senior
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Joined: Aug 05, 2005
Posts: 114

PostPosted: Tue Sep 20, 2005 4:37 pm    Post subject: Reply with quote Back to top

Doesn't Voip over dialup defeat the purpose? I was undering the idea it was a way you could stick it to the "bells".
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tonyjk3
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Joined: Sep 20, 2005
Posts: 2

PostPosted: Tue Sep 20, 2005 4:43 pm    Post subject: Reply with quote Back to top

That is cool that everyone here is so helpful.

I can't help but empathize with Closer2001. I have gone through the Vonage runaround too.

I couldn't take it anymore, so I signed up with ViaTalk. Its funny I was running ViaTalk and Vonage at the same time to test and ViaTalk was crystal clear and Vonage still had all the problems. I guess it wasn't my ISP.

I asked Vonage for a new adapter, anything and they wouldn't even respond to emails much less help me. So I got fed up and quit. The funny this is, they wouldn't let me quit. Finally after I stopped paying my bill, they "cancelled me". I emailed back saying thats great, I tried cancelling a month ago, you guys wouldn't do it, so you need to give me an RMA for your equipment and pretend that I am going to pay you a dime.

Vonage has gone downhill in the past year. I signed up for Vonage back in 2003 when they first hit big. I was very happy and recommended them to everyone. In fact one of my friends just signed up with Vonage because of me - he wasn't up to date on my complaints with them. He has had it for a week and wants to quit because the quality is so bad.

I told him to check out ViaTalk.
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