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g33kgurli
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Joined: Nov 10, 2005
Posts: 13

PostPosted: Mon Nov 28, 2005 3:12 pm    Post subject: Vonage Service Outage - Router Issues? Reply with quote Back to top

I just got off a phone call with the worst CSR ever @ Vonage. My device has been flaky for weeks now. I called CS 2 weeks ago and I was told that a new router was on the way - in fact it was never ordered. Called last night and they shipped a new router. This morning the device we have now died.

After waiting and talking to a tech support rep - they told me they were sure that it was a firmware problem. They suggested I reset the modem - including going into the router admin and reseting to factory defaults? Curious suggestion as nothing has ever been changed on this router - ever.

Has anyone had to do this to restore service or is this just another lame suggestion that will leave me frustrated? Twisted Evil
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reebok
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Posts: 3198
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PostPosted: Mon Nov 28, 2005 3:41 pm    Post subject: Reply with quote Back to top

your question sounds like this: "read my mind and fix the problem"
we know nothing about your device(s), your setup, what your true problem is (flaky doesn't do it, neither does dead) we need some explanation and a clear picture of what's going on.

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g33kgurli
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Posts: 13

PostPosted: Mon Nov 28, 2005 3:44 pm    Post subject: Ok my bad Reply with quote Back to top

Specifics -

linksys rpt300 series router (had it for 8 months)

flaky- meaning that I had to reboot my router 15 times a day for the past 2 weeks. Sometimes it felt like working - sometimes not.

dead- dead - no longer in service - I can get online but don't have dial tone and both phone indicator lights are not lit

CSR told me that they can't get a response from my device (DUH)
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reebok
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Posts: 3198
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PostPosted: Mon Nov 28, 2005 3:49 pm    Post subject: Reply with quote Back to top

ok, we're getting there. still need your network setup, and why did you have to reboot it? internet stopped working? phone? both?
dead means won't power on and/or won't function. your device is working fine, it's just not provisioning. it sounds like they didn't activate it on your account so it's not getting Vonage service. make sure they have the correct device (mac address) activated on the account. once that's done, it should work fine.

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bg4
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Joined: Aug 04, 2005
Posts: 164
Location: Long Island NY

PostPosted: Mon Nov 28, 2005 4:02 pm    Post subject: Reply with quote Back to top

Dont take this wrong-it may be a bad RTP-300 BUT

Who is your ISP and what is upload/download speed?
Real-not as advertised
Do a speed test on this site and testyourvoip also.

You have to realize that by getting Voip YOU are the phone company. There is so much that can go wrong that is beyond the control of Vonage. Blame-game has its place, but you have to make sure your network is running, your ISP is adequate, the telephone line in your house works and is disconnected from POTS.

One last thing. Tell us how your home network is configured including which modem and any other routers.

If you are dissatisfied maybe you should cancel Vonage. Either you DO have a bad RTP-300, your ISP is inadequate or something in your network is slowing things.

_________________
Bob-Long Island NY
Vonage Customer since August 8, 2005
ISP: Optimum Online
Router Motorola VT2442
Setup: SB4200>VT2442>Linksys WRT54G v2.2 (running WRT) wifi enabled-port 1 to switch>two PC's-
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g33kgurli
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Joined: Nov 10, 2005
Posts: 13

PostPosted: Mon Nov 28, 2005 4:14 pm    Post subject: Not the line speed - Reply with quote Back to top

Sorry for the spotty details - the intial reason for reseting the router was the fact that we would frequently drop dial tone for hours on end. So to remedy the issue I unplugged everything - set everything back up. The Vonage device has been the only thing plugged in for a week now - I am using my neighbors wireless to elimnate any suspects Smile

I have RoadRunner and our calculated line speed last night was 3MB down on test after test - I think that it would be enough to support Vonage. Never had problems until two weeks ago.

I guess my main question is -

Has anyone heard of updating the firmware for the router when you have no dialtone? If so did it work?

I think this is a ploy by customer service to delay action one more day.
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g33kgurli
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Posts: 13

PostPosted: Mon Nov 28, 2005 4:18 pm    Post subject: Reply with quote Back to top

Wish that was the issue - we've had the same router for like 8 months - why would they need to provision it again? Everything worked fine until two weeks ago - then the phone started dropping calls or just going to voicemail when people called -at the present time there are no other machines on the network as they are all out for upgrades. So basically its -

cable modem 3mb minimum most days>to rpt300 piece of crap> phones plugged directly into the router - I don't use my home phone wiring because I live in a condo - so this means the phones are direct into the back of the rpt300. I have eliminated every thing that could cause an issue - the pwer light is on - yet no dialtone.

Haven't made any changes recently -

reebok wrote:
ok, we're getting there. still need your network setup, and why did you have to reboot it? internet stopped working? phone? both?
dead means won't power on and/or won't function. your device is working fine, it's just not provisioning. it sounds like they didn't activate it on your account so it's not getting Vonage service. make sure they have the correct device (mac address) activated on the account. once that's done, it should work fine.
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Steve48
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Joined: Aug 30, 2005
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PostPosted: Mon Nov 28, 2005 7:27 pm    Post subject: Re: Vonage Service Outage - Router Issues? Reply with quote Back to top

g33kgurli wrote:
I just got off a phone call with the worst CSR ever @ Vonage. My device has been flaky for weeks now. I called CS 2 weeks ago and I was told that a new router was on the way - in fact it was never ordered. Called last night and they shipped a new router. This morning the device we have now died.

After waiting and talking to a tech support rep - they told me they were sure that it was a firmware problem. They suggested I reset the modem - including going into the router admin and reseting to factory defaults? Curious suggestion as nothing has ever been changed on this router - ever.

Has anyone had to do this to restore service or is this just another lame suggestion that will leave me frustrated? Twisted Evil


Just to be sure, given that you're not expressing much faith in the CS tech, are you sure that they deactivated the old unit and activated the new one? (That's basically what Reebok was saying, but you didn't make your answer clear.)

Assuming that's not the problem, let's try to eliminate your ISP. You've published your download speed. How about upload? What are the detailed results on a call to www.testyourvoip.com?

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Orlando, FL
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g33kgurli
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PostPosted: Mon Nov 28, 2005 7:31 pm    Post subject: I haven't received the new unit yet - in transit Reply with quote Back to top

Guys - sorry I didn't make it clear - the new unit didn't arrive yet (they didn't really ship it when they said they would) hence I still have the old unit.

like I said - it makes no sense that it needs a firmware update just to get a dialtone? My router device is RT31P2 - which I have read has issues (as most things do these days)

just asking if it makes sense - to
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