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HildBeft Posted:
You can recollect
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massrman Posted:
The devices are
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Hi these are most
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mrbailey
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Joined: Dec 05, 2005
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PostPosted: Mon Dec 05, 2005 11:42 am    Post subject: Vonage Purchased From Best Buy MAC Numbers Don't Work Reply with quote Back to top

The current stock of Vonage phones at Best Buy are not in the Vonage inventory. When you try to register your phone with the MAC number you will get the message

The following error(s) occurred:
The MAC address you entered is not a valid MAC address. Please enter it again. If you get this message again, please contact Vonage Customer Care at 1-VONAGE HELP or e-mail.

If you e-mail to the address given in the error message you will only get an automated response, which offers no help

I have been on the phone with Vonage for one week and today was the first time Vonage informed me of the problem and that they are aware of it.

Best Buy is not aware of this problem (at least the two stores in my area, Madison, WI) and Vonage seems to have just figured it out. However I still can not register my phone.

Hopefully this post will help some other avoid the frustration I have had to put up with from Vonage in trying to get this problem fixed. Twisted Evil
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j-card
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Joined: Nov 23, 2005
Posts: 119
Location: Victoria, British Columbia, Canada

PostPosted: Mon Dec 05, 2005 1:17 pm    Post subject: Best Buy Bricks Reply with quote Back to top

I wonder why Vonage would go through all the trouble and expense to send some [not so] high tech bricks to Best Buy! You would thing that these things would be tested, or at least verify the MAC addresses in their systems before shipment...

Another example of Vonage wasting customers money on screw ups rather than getting things right the first time around...

Speaking of which, when is the next wave of [english] CS and TS reps hitting the floor? The waits some times are not acceptable, especially when you get to a non-english speaking rep!

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mrbailey
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PostPosted: Mon Dec 05, 2005 4:16 pm    Post subject: Reply with quote Back to top

My current status is the unit is still not working.

What I was told by a Vonage supervisor is the units from Best Buy are bad the MAC number are not in the Vonage system for some reason. If you purchased a unit from Best Buy you should return and purchase the unit elsewhere. The units at Circuit City, Comp USA, etc are ok.

The part of purchasing the unit elsewhere was not told to me on the original phone call last week, but I was told that today.

The supervisor stats the problem has been corrected and all the phone work, as of 10:00 AM EST on December 5, 2005.

My phone seems to be the one phone that still does not work.
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DallasFlier
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Joined: Mar 03, 2005
Posts: 277
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PostPosted: Mon Dec 05, 2005 4:36 pm    Post subject: Reply with quote Back to top

mrbailey wrote:
What I was told by a Vonage supervisor is the units from Best Buy are bad the MAC number are not in the Vonage system for some reason. If you purchased a unit from Best Buy you should return and purchase the unit elsewhere. The units at Circuit City, Comp USA, etc are ok.

The part of purchasing the unit elsewhere was not told to me on the original phone call last week, but I was told that today.

You didn't happen to get the Vonage supervisor's name, did you? If it were me, I'd probably go ahead and return the unit to Best Buy, but I'd be sure that I asked for and talked to the store manager, and tell him exactly what Vonage had told you - that rather than work with you (the customer) that they were advising you to return the equipment and not to buy from Best Buy, but from one of their competitors instead. I have a feeling Best Buy management would be VERY interested to hear this - and if I was on the management team, there would end up being some VERY unhappy people in Vonage upper management, after I'd called and read them the riot act!

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mrbailey
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PostPosted: Mon Dec 05, 2005 4:54 pm    Post subject: Reply with quote Back to top

I did get the supervisor name and at the moment I won't mention it.

He was being honest with me on the problem and he was the first one that took any time or interest in dealing with me. Vonage customer service reps have told me that they will call back (they did not), my calls have been dropped, e-mails not answered and I have been hung up on.

Granted after a week of dealing with this I may not be the easiest person to deal with at this point. By reading some of the post on this forum the customer service department at Vonage is in need of some help.
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shoehorn
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PostPosted: Thu Dec 08, 2005 3:19 pm    Post subject: Reply with quote Back to top

This happened to me as well. I called them up (and kept calling each day) until they ended up adding it to the database for me. Took about 3 days, but in the end they did get it in.

Blair
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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Thu Dec 08, 2005 3:54 pm    Post subject: Reply with quote Back to top

mrbailey wrote:

What I was told by a Vonage supervisor is the units from Best Buy are bad the MAC number are not in the Vonage system for some reason. If you purchased a unit from Best Buy you should return and purchase the unit elsewhere. The units at Circuit City, Comp USA, etc are ok.


Return? To Best Buy? Good luck with allllll that.
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KDWycha
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Joined: Jan 19, 2005
Posts: 605
Location: Tampa, Florida USA (813)

PostPosted: Thu Dec 08, 2005 4:21 pm    Post subject: Reply with quote Back to top

When I bought my RT31P2 from Best Buy and tried to activate it the site said the mac address was invalid. I called tech support and they added the mac address to their database and had me up and running in about 2 1/2 hours. I dont know why they cant just add that mac address to the database. Rolling Eyes

Bout as lazy as this I suppose....

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shoehorn
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PostPosted: Thu Dec 08, 2005 4:29 pm    Post subject: Reply with quote Back to top

Yep, that sounds about right. For me it had to progress up the chain of importance...they should give the right for anyone in CS to add MAC addresses for just that problem.

Blair
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Trowski
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Joined: May 16, 2005
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Location: Putnam, CT

PostPosted: Thu Dec 08, 2005 6:55 pm    Post subject: Re: Vonage Purchased From Best Buy MAC Numbers Don't Work Reply with quote Back to top

mrbailey wrote:
The current stock of Vonage phones at Best Buy are not in the Vonage inventory. When you try to register your phone with the MAC number you will get the message

The following error(s) occurred:
The MAC address you entered is not a valid MAC address. Please enter it again. If you get this message again, please contact Vonage Customer Care at 1-VONAGE HELP or e-mail.

If you e-mail to the address given in the error message you will only get an automated response, which offers no help

I have been on the phone with Vonage for one week and today was the first time Vonage informed me of the problem and that they are aware of it.

Best Buy is not aware of this problem (at least the two stores in my area, Madison, WI) and Vonage seems to have just figured it out. However I still can not register my phone.

Hopefully this post will help some other avoid the frustration I have had to put up with from Vonage in trying to get this problem fixed. Twisted Evil


Are you talking about an adapter or the Vtech phones? There has been issues with the Vtech phones.

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