Can you re-activate an old vonage router?

Posts: 4

I signed up for Vonage service a month ago and originally had the Linksys RTP300. Service was great, no problems. But then I decided I wanted to set up a wireless network for some cameras I have around the house to watch the kids, etc so I ordered the WRTP54G. For the past couple of days I've had a few incidents with no dial tone and interruptions in internet access (while my modem is fine) and had to reset the router several times which undid all the network settings I had previously set. Its also not working well with my cameras. So I figured I'd call Vonage to re-activate my RTP300 and I would take the WRTP54G back to the retailer and get a regular wireless router for the other stuff. However Vonage customer service tells me they cannot re-activate an old router. Is this true? I can't imagine so. If that's the case, how can retailers take them back once they've been used? Also on the Vonage FAQs website it says (regarding a returning customer using an old Vonage router) "Unfortunately Vonage cannot re-activate terminated or closed accounts. You will need to sign up for a new account and contact Customer Care at 1-VONAGE-HELP (1-866-243-4357) to use your old Phone Adapter on your new account." Totally disgusted and confused at this point. Is my RTP300 useless now?

Posts: 3198 · Posted: Thu Nov 17, 2005 7:11 am Post subject:

people have had both experiences. some get them to reactivate, some don't. usually it's someone else's adapter though (i.e. ebay). it's pretty bad they won't do it for your own adapter. either way though, I believe it's a level 3 issue to get it done.

Posts: 4 · Posted: Thu Nov 17, 2005 11:30 am Post subject:

Any recommendations on how to convince them to reactivate the old one? If its a level 3 issue - who do I need to speak to or what do I need to say for it to be handled accordingly? When I was on the phone with them last night I wanted to quote back the FAQs response but I couldn't find the question at the time. I figure worst case I will try again today and hopefully speak to someone else and I'll read it back to them to see what they can do. Sad

Posts: 277 · Posted: Thu Nov 17, 2005 12:06 pm Post subject:

I'm one of the ones who has successfully activated a used adapter (which I bought on eBay.) Based on my experience, what I'd recommend is be polite, but be firm and be persistent. Don't take no for an answer, remind them you're the customer, quote the FAQ, and escalate, escalate, escalate. As has been mentioned, its a level 3 issue by the time you get them to do it, but I was able to get it done - less than 60 days ago.

Posts: 4 · Posted: Thu Nov 17, 2005 12:22 pm Post subject:

Thanks, I will try again later and be more persistent with them. I might even go so far as to say I want to cancel my account so I can open a new one since it says on their website they'll be able to reactivate an old device that way.

Its unfortunate b/c I'm on the west coast so by the time I am able to call them from home (about 6pm) the east coast reps are all long gone. Yesterday I was on hold for 45 minutes before I got an Indian rep whose accent made it difficult to understand anything he was saying.

Posts: 423 · Vonage Forum Evangelist Joined: Oct 03, 2005 Posts: 423

As long as the device in question is only on your account and no one elses, the problem shoud be simple, it is a tier3 issue though.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

dgnr818 wrote:

I signed up for Vonage service a month ago and originally had the Linksys RTP300. Service was great, no problems. But then I decided I wanted to set up a wireless network for some cameras I have around the house to watch the kids, etc so I ordered the WRTP54G. For the past couple of days I've had a few incidents with no dial tone and interruptions in internet access (while my modem is fine) and had to reset the router several times which undid all the network settings I had previously set. Its also not working well with my cameras.

I know this isn't your question, but are you using a cordless phone? If you are, or if a neighbor is, it might be interferring with the wireless router. Eliminating a problem like that might make the wireless router usable and avoid the whole issue of re-activating the RTP300.

Posts: 4 · Posted: Thu Nov 17, 2005 10:13 pm Post subject:

Finally! I called Vonage this evening when I got home and of course they gave me the "we can't do that..." speech. But then I quoted their FAQs response from the website and they immediately transferred me to the Advanced Installation Dept who was able to help me in under 5 minutes.