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breathless
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 13, 2004
Posts: 22
Location: Salem WI

PostPosted: Fri Feb 13, 2004 7:27 am    Post subject: Cannot receive faxes nor contact Technical Support Reply with quote Back to top

I have a HP PSC 2410 all in one and can send faxes without any problem, but when I receive them, the calls go through to the fax machine then machine times out. I have the basic set up at this time, Motorola Surfboard cable modem and the Motorola phone adapter Vonage sent me.
Does anyone have a solution for this?

Also, I have left 3 emails for tech support in the last week concerning this and they have all been unanswered, I have called tech support numerous times and was always put on hold. I have called them at 2 am, 10 am, 5 pm. and it made no difference. I don't mind being put on hold for 10 -15 minutes or so but a couple of calls reached the 30 minute mark. Again, does anyone else have this problem?

I like Vonage and want to stick with it but I would like to be able to resolve problems when they oocur by being able to contact someone.

Thanks for listening!

Bill
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txcas
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 04, 2004
Posts: 89

PostPosted: Fri Feb 13, 2004 9:41 am    Post subject: Reply with quote Back to top

Hang in there. Don't write more emails to support, try calling. I had to wait from 5 to 15 minutes some times, but when I get a hold of them they take care of me. There are a few things you can do to improve your fax/data communications. If your ATA is behind a router, try putting it between your cable modem and the router so it can do QoS. When you get a hold of customer service, tell them you are having problems with your fax and you would like them to change your "packetization level" from the default value of 20 to 10. Hopefully that will take care of your problem.
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breathless
Vonage Forum Associate
Vonage Forum Associate


Joined: Feb 13, 2004
Posts: 22
Location: Salem WI

PostPosted: Fri Feb 13, 2004 10:46 am    Post subject: fax and customer support Reply with quote Back to top

In all fairness right after I posted that message, I got in tough with Technical Support in less than 4 minutes. The fax is working correctly now but when I asked him what he did he said that he didn't have to do anything. At least it works, that's all that matters.
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