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lostagain
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PostPosted: Sat Oct 29, 2005 6:27 am    Post subject: Off to a really bad start Reply with quote Back to top

I bought the PAP2 at a local retailer.
Signed up for service online at:
1pm CST on 10/28/05.
6pm CST on 10/28/05 System not working, not dial tone, no email. Called CS and was informed there was a issue with the during the sign up process but they could not tell me what it was. They opened a case and "sent it to tier 3".
6am CST on 10/29/05 Still not working. Called CS and was informed they are still working on it and that they are going through some upgrades and that could be the reason for the delay. They could not provide me with any more information.

WOW. NOT A GOOD START.
Two notes: My Credit Card was also charged and both CS reps were very rude!!!!!

Anyone have similar issue or thoughts on how to get this working?
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reebok
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PostPosted: Sat Oct 29, 2005 7:32 am    Post subject: Reply with quote Back to top

how is your network set up?

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lostagain
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PostPosted: Sat Oct 29, 2005 9:04 am    Post subject: Reply with quote Back to top

reebok wrote:
how is your network set up?


It is set up just fine.... Wink

Cable -> Linksys router -> PAP2 -> Phone
-> PC


May I ask what that has to do with the account being pending ang CS says there is an issue & opens case?

Thanks
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reebok
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PostPosted: Sat Oct 29, 2005 9:13 am    Post subject: Reply with quote Back to top

it probably has nothing to do with it, but if "level 3" knows about it, what do you expect vonage-forum.com to do about it?
my thoughts to get it working would be to power down the pap and modem, then bring the modem back, then the pap, and plug the pap directly into the cable modem. if it still doesn't work, chances what Vonage says is in fact your problem. but if you plan to hang on every word they say with no verification other than blind trust, then no one here is going to be able to help you more than level 3.
I would also ensure you used vonage.com/activate and entered the mac address correctly. did you get any errors in the sign up process, or were you just told there were errors?

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ChrisFix
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PostPosted: Sat Oct 29, 2005 9:17 am    Post subject: Re: Off to a really bad start Reply with quote Back to top

lostagain wrote:

Anyone have similar issue or thoughts on how to get this working?


My suggestion would be to call back and try resolving this on the phone. It isn't likely that you will get a rude unhelpful person everytime, and it is likely that you'll get the problem fixed if you get a helpful rep on the line. My few calls to CS have actually been very successful and the CS reps I've dealt with were able to fix the issues while we spoke - including taking my cell number to call me back while we reset the adapter. Don't let this get you mad, just insist on getting another rep or a supervisor if you're not getting the help you need.
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lostagain
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PostPosted: Sat Oct 29, 2005 9:19 am    Post subject: Reply with quote Back to top

I called at 6:00am CST and was told it would be fixed by 9:00AM CST, NICE BLOW OFF..

At 9:12 AM CST -Not working (FIGURES) I spoke to CS (Female McKenize) at 888-250-1799. I explained in to her the situation and she stated she would transfer me to TS, I asked if she blind transferring me or not. She stated no, I will explain the situation and then transfer you.

She blind transferred me to tech support and I had to start exlaining everything all over again. I spoke to Mike in TS and he stated there is no notes in the case and no one was working on it.

TS found that their system did not have the MAC or the area code, I entered during the sign up process.
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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Sat Oct 29, 2005 9:22 am    Post subject: Reply with quote Back to top

That would do it.....

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pianotech
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Joined: Oct 18, 2005
Posts: 28

PostPosted: Sat Oct 29, 2005 10:00 am    Post subject: Reply with quote Back to top

When I signed up, they were having a registration server glitch, so I had to wait a bit too. Once the network came back up I was able to finish the process and everything has been fine since. Very pleased with the service and performance.

Are you an Adelphia customer, by any chance? Friday brought an issue at a Worldcom peering point that was preventing a large portion of the Adelphia network from accessing Vonage. That could very well be your problem, which would have affected your signup, which would cause you to not have service. IF this is it, the problem is neither the fault of Vonage nor Adelphia.

Either way, I'm sure you'll get this resolved soon.
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Steve48
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PostPosted: Sat Oct 29, 2005 10:23 am    Post subject: Reply with quote Back to top

lostagain wrote:
TS found that their system did not have the MAC or the area code, I entered during the sign up process.


So is it working now? Granted that you had some start up problems that you shouldn't have had, I think you'll find that Voip works well once you're going.

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Trowski
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Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Sat Oct 29, 2005 10:32 am    Post subject: Reply with quote Back to top

That would be interesting to see if it is straight now also...

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