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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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Jeepaholic
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Joined: Sep 21, 2005
Posts: 2

PostPosted: Wed Sep 21, 2005 4:27 pm    Post subject: RT31P2 requires constant reboots - Vonage CS Awful Reply with quote Back to top

Really frustrated here... done some searching and haven't found a solution to my problem.

I've left two emails to Vonage "Customer Support" over the past two weeks and have yet to get any kind of reply what-so-ever.

I have called twice, and hung up after being on hold for 45+ minutes each time.

I'm a bit beyond angry at this. It's unfortunately obvious where their priorities lie.

Regardless, thanks for listening to my minor rant. Below is my problem, would be grateful if anyone had any insight.

My RT31P2 has three failure modes that I've identified thus far. Each requires a MANUAL reboot to resolve, and this is occurring 2-3 times PER DAY!

1) Catastrophic. Nothing works. No phone, no Internet.

2) Forwarding Failure: Basic Internet works, that's it. No forwarding rules, no VPN tunnels work.

3) Severly slowed throughput. Internet traffic becomes surprisingly slow (no one is on the phone, no other Internet traffic is present).

Again, these reboots are required 2-3 times PER DAY! This is completely unacceptable.

I'm a very computer and networking literate individual, and I have taken great lengths to configure my network in various ways to help resolve the problem. It's painfully obvious to me that the RT31P2 is at fault.

Here's some supporting evidence:

I have Time Warner (Road Runner) cable. My old (pre-Vonage) configuration consisted of their router, my Linksys BEFW11SR4 (WAP w/switch), and all my PC's behind that.

After Vonage, I attempted a dual-router setup (Cable Modem -> RT31P2 -> WAP -> PC's). Could never get the two to communicate correctly, so bailed on that config.

I'm now set up with Cable Modem -> RT31P2 (main router / DHCP) -> WAP (as a switch only) -> All Wired/Wireless PC's.

For what it's worth, I have also set up my WAP in front of the RT31P2 with the same issues. However, that's an extra hop for my voice traffic and I'd like to avoid that.

Regardless, setting up my network to it's old configuration (no Vonage at all) works fine...forever. Never fails. Never has. Stick the RT31P2 in, and bam. Have to manually reboot every 8 or so hours.

Hope someone can provide me with some insight here, as I'm about ready to dump Vonage for good...as much as I'm TRYING to give them my money.

Thanks...

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kamnet
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Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Wed Sep 21, 2005 11:06 pm    Post subject: Reply with quote Back to top

Well, the bad news is that it's pretty well known that e-mail NEVER works. Sad

However, if you're willing to call in the middle of the night or early morning, you get the best chance of getting through fairly quick.

Unfortunately Vonage's customers are growing faster than they can train customer service reps and fill the spots. Its probably not going to be much better for other Voip companies either. Its a hot field with low rates that are attracting more and more people as high speed internet services become cheaper and more prevalent.

Once you do get a rep on the phone, however, you should have no problem getting your issue fixed in a hurry.

Good luck!
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Jeepaholic
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Joined: Sep 21, 2005
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PostPosted: Thu Sep 22, 2005 12:52 pm    Post subject: Reply with quote Back to top

Oy. I'd be happier if they didn't bother to offer a means to communicate with them if they're not going to bother ever responding to it.

Customer service, across most companies it seems these days, has turned into a complete joke. It's unfortunate, as I feel companies have a responsibility to take care of their PAYing customers. But, ah well.

Anyway, thanks for the late-night call tip. I'll try and give it a shot.

If anyone else has any ideas on my problem, please feel free to throw 'em out there!

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gerlipfs
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Joined: Sep 08, 2005
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PostPosted: Fri Sep 23, 2005 2:59 pm    Post subject: Reply with quote Back to top

I had an RT31P2 with some minor issues too. I placed it behind my WRT54GS instead of in front so it only handles the 2 phone lines I have. I have set QoS for the Voip and works better so far.
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kamnet
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Joined: Sep 12, 2005
Posts: 229
Location: Mt. Sterling, KY

PostPosted: Sat Sep 24, 2005 4:53 pm    Post subject: Reply with quote Back to top

Jeepaholic wrote:
Customer service, across most companies it seems these days, has turned into a complete joke. It's unfortunate, as I feel companies have a responsibility to take care of their PAYing customers. But, ah well.


These days? Its sucked for at least the last 8-10 across the board, and i suspect much longer than that.

Maybe I'm just a disgruntled ex-CS rep for Compaq who gets tired of all the BS. *heh*
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