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Joined: Nov 14, 2005
Posts: 3

PostPosted: Mon Nov 14, 2005 2:02 pm    Post subject: No Dial Tone for Eight Days - New Router? Reply with quote Back to top

Per forum rules, here's my obligatory info:

1. Your location
Cleveland, Ohio
2. Your ISP name and type (cable, DSL, wireless etc)
Comcast Cable
3. Upload and download speeds
6 megabits DL, 768Kbits UL
4. Modem make and model
RCA235 cable modem
5. Type of Vonage adapter used ie RT31P2 or PAP2
6. Setup of Network ie Modem---->Vonage Adapter-->PC
Modem -> Router/PA ->PCs
7. Issue you are experiencing ie dropped calls, choppy audio etc
8. DETAILED results from with a test call to Boston.

Been a Vonage customer for about 4 months. Initial problems included router falling offline/spinking every 2 minutes, uPnP settings causing floods on my networks, and repeated instances of "all circuits are busy' trying to make outgoing calls.

Currently I have had no dial tone for 8 days. I have gone through two rounds of tech support and am getting "Settings Are Failed!" when trying to restory factory defaults on router. Network traffic is fine, router continuously gives "the router is still restarting" or "synchronizing services" forever, but never gives an "Online" state for voice.

Call center is insisting they complete the script with me in front of the router, on the phone. I don't have a cell phone. That is, I didn't, until a little while ago when I paid $50 for a prepaid wireless with 2 hours of talk time. Ridiculous.

So here is the email I just fired off to Vonage. I don't anticipate an answer, since 6 out of my 7 emails to them have been unanswered. One initial tech question regarding the router not providing dial tone managed to generate a response, walking me through a factory reset... which, of course, failed. I know the tone of this email is rather inflammatory, but I'm at my wit's end. I'm hoping someone clueful might see it here and provide me what I need to restore service... in other words, a new router overnight!

I need some help. At this point, I am about to cancel my Vonage service and start telling my family and friends about my problems.

First, I was promised a free month of service after 90 of having my account in good standing. Such a credit has not been forthcoming, and multiple inquiries to your billing department have not re-assured me that the credit will be applied.

Secondly, I have been without service for EIGHT DAYS. NO DIAL TONE. Your Indian call center reps insist that I call them from in front of the router to do a THIRD ROUND of troubleshooting. THE ROUTER IS DEAD. I am a systems engineer, I build and support networks, I need a new router. Vonage will not send me a router until I BUY ANOTHER PHONE SERVICE to call them from and complete the support script? You are kidding me!

Finally, I have had numerous instances of having my wife place calls only to receive "all circuits are busy." To me this indicates that you have oversold capacity in some areas. I have made repeated requests for technical information on this situation and some estimate on when the issue will be resolved.

I have received NO REPLY to my questions via this site! So please, PLEASE oh great Vonage representative... tell me why I am not on the phone with Lingo or CallVantage right now? Tell me how you are going to help me PAY YOU MONEY FOR RELIABLE PHONE SERVICE?? PLEASE!

[ADMIN EDIT TITLE: "My current horror story Sad " IS TOO VAGUE]
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PostPosted: Mon Nov 14, 2005 8:15 pm    Post subject: Reply with quote Back to top

I suspect your frustration level is such that you're not really looking for a response at this point, but here are a couple of suggestions nevertheless. First, a test call to Boston before going any further would still be a good idea. Even assuming you're right about the dead router, it would be one more data item supporting your conclusion. Second, perhaps a friend has a cell phone that you can borrow? It's a lot to ask, but many cell phone users have free minutes in the evening and on the weekends. Alternately, if you can take your adapter to the home of a friend with broadband and a land line, you could test the adapter on his/her setup and then call Vonage from there when it doesn't work.

Good luck.

Steve Gray
Orlando, FL
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Posts: 72

PostPosted: Tue Nov 15, 2005 7:34 am    Post subject: settings are failed Reply with quote Back to top

hey i think you just need to give them the mac id and then tell them that when u soft reset ..the settings are failed. i m sure they will give u a new router,u can tell them abot the list of emails and frustrations uv gone thru, someone wll sure understand. just call for a supervisor..this should be done in 10 mins.
good luck
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Joined: Oct 03, 2005
Posts: 423

PostPosted: Tue Nov 15, 2005 7:46 pm    Post subject: Reply with quote Back to top

Nah nah - you're all way off.

If you ever see settings failed when you try to factory reset a router, the device should be deemed defective and RA'd. Also if you cannot log into the UI, or if in doing a factory reset the router does not ask you for a username and password. Troubleshooting over. Even if the device works for a while, it will eventually go bad.

Original Poster, if you haven't canceled your service already, PM me with your acct # and I will see whats going on.
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PostPosted: Wed Nov 16, 2005 2:11 am    Post subject: factory resetting Reply with quote Back to top

In case if you are factory resetting, and if its settings failed, then defective yeah.but in case if its not asking for user/pass and says settings successful., there is one more thing you can check. the power adapter for RT31P2 might be wrong!! might be mixed up with another router one has.
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