Dr Strange Question
@130.94.x.x
| No Dial Tone: ATA problem?
Hi all,
I'm a college student and just got my ATA via Amazon.
When I plug it into the ethernet port it does not seem that the ATA is communicating with the Vonage network.
I presume(?) that if it doesn't "register" itself with the Vonage server then no dial tone is presented by the ATA when the telephone is taken off-hook. Of course, the problem could be with either the ATA itself or the Internet conection.
To find out which of the two problems it might be, I attempted to communicate directly with the ATA via /bin and it asks me for a password. Since Vonage "locks" the ATA (for reasons unknown)I can't get very far, short of hacking the box. However, the ATA at least appears basically functional.
Next, I used a packet and protocol analyzer from our computer lab to watch the activity from the ATA. What I found is that the ATA is not communicating with the Vonage network because the IP address has an errant character in IP address field. Consequently, the IP address cannot be resolved by the DNS server! (The IP Address is in the form xxx.yyy.zzz.www - ie with "." periods separating the number groupings.) The outgoing IP Address has a comma "," instead of a "."
This appears to be a configuration error by Vonage (maybe).
I was also of the opinion that the ATA was normally configured to TFTP to the Vonage server and periodically upload new firmware releases and update the user configuration files (based upon the MAC addres) for each user. Can someone tell me if this is correct?
The protocol analyzer shows activity to this effect but again it is not the Vonage FTP address (tftp.vonage.net?).
Thus it appears that the configuration data loaded by Vonage has been corrupted somehow. This may not be Vonage's fault because when I took the ATA back to college with me (it's never been used before) it set of the explosive's detector at the airport. Besides the scary experience (everyone wants to shoot first) the security people X-rayed it 4-5 times in different machines. Finally, after a specially trained dog sniffed it and looked bored it was allowed (like me) to continue its journey.
Thus, I suspect that the ATA configuration data was corrupted by the heavy magnetic, xray and electronic probing.
Is there anyway to just reset the ATA and configure the TFTP port so that the ATA will fetch the proper user configuration data from the Vonage network???
If I reset the ATA by the FACTRESET command will this make the web menu accessible so that I can just configure it to make initial contact with the Vonage server to update the user parameters? (I think the firmware may require a password to do the reset).
This sounds like a simple problem to resolve but the first call to Vonage customer support was such a bad experience that it will take months to fix. I'm certain that the firmware of the ATA is operative (if not I have the firmware for v2.15 and the latest V2.16 if necessary).
I just need to get the ATA pointed at the Vonage server to make the initial connection in order to let it fetch the user configuration parameters. Is there some simple way to do this??? I really don't want to deal with those support people at Vonage unless I absolutely have to.
Reading this forum, it appears that Vonage regularly updates firmware and user configuration data (on the basis of the MAC address) so there has to be a simple way to get this ATA box initially aligned with the Vonage server.
Any suggestions or comments from all you "experienced" users??
Thanks,
George |
|
Sparky12
join:2000-02-27
Nokomis, FL
| Your best bet will be to communicate directly with Vonage about the problems which you are experiencing in getting the connection to work. Your analysis of the situation is very interesting, however Vonage really isn't designed for "tinkering", it's more of an end user friendly solution. Or at least it's supposed to be 
Send a note to service@vonage.com, including your name and account number in the subject line and a description of the problem in the text.
While it's admirable that you're attempting to solve the technical issue yourself, if you're really after a quick resolution you'll be best off letting them help you.
Sparky |
|
Dr Strange Question
@209.234.x.x
| With the help of some colleagues (Cisco experts), its already been determined that the configuration data is wrong. If the registration packet(s) is not sent to the correct IP address or the IP address cannot be resolved, then the ATA will not function. (A comma in the IP address guarantees this.)
I can retrieve the configuration data from the ATA but it takes additional effort. I'd rather just point it at the correct TFTP address and the rest will be automatic.
I am correct in this assumption?
What is tinkering about putting the TFTP address into the ATA and forgetting about it?
Your suggestion to contact Vonage is appreciated. (Ever try it? snicker). Dealing with the customer support people is just a waste of time. It would be easier to get an audience with the Pope. It's infuriated me to the point that if I can't resolve this issue I'll reload the firmware and use the ATA for another SIP service.
I want to fix this problem in 30 seconds, as is fitting to the problem. Vonage just makes it too complicated.
George |
|
wilsonck
join:2003-03-01
Orange Park, FL
clubs:
| said by Dr Strange Question:
Your suggestion to contact Vonage is appreciated. (Ever try it? snicker). Dealing with the customer support people is just a waste of time. It would be easier to get an audience with the Pope. It's infuriated me to the point that if I can't resolve this issue I'll reload the firmware and use the ATA for another SIP service.
George
Just to be fair to Vonage, you just now signed up and just received your ATA, right? Then my question would be have you ever tried to contact Vonage for tech support. Being that you just signed up, I would think that answer is no. Most reports now are that Voange's customer service has increased 10 fold. I, myself, have never had any problems getting answers back fast from Voange. They have even created a special email address for DSL Reports users and one report that I have seen said they got an answer back in 2 hrs. Voange also just announced that tech support is now open 24/7 (see post titled "Vonage Customer Care Update" posted on 5/6). By the way, that email address to use for DSL Reports users is dslreports@vonage.com. I suggest you follow Spark12's advice and contact vonage. That is the fastest option for you to get your problem solved, if getting Vonage service is your ultimate goal since the last line of the quote above suggests that is not your goal.
[text was edited by author 2003-05-11 15:15:28] |
|
usa2k
Please PRAY for Rebekah
Premium,MVM
join:2003-01-26
Canton, MI
clubs:
 ·VOIPo
 ·WOW Internet and C..
·Broadvox Direct
| reply to Dr Strange Question
said by Dr Strange Question:
...
Since Vonage "locks" the ATA (for reasons unknown)I can't get very far, short of hacking the box. However, the ATA at least appears basically functional.
...
Thanks,
George
DITTO: Vonage is your best bet.
I have not really needed support, but they are continually improving/growing their staff.
Vonage locks their configuration because they wish (I would guess) consistency, and control. With excess of 20,000 customers, I doubt they regularly do anything that is not needed.
You should never need access. If you want to experiment at that level, I suggest »www.iconnecthere.com
--
jim,
Vonage User, iCH user, WideOpenWest, and a fan of LINUX and Windows in that order.
Link to my Father-Inlaw's Gospel Quartet here! |
|
Sparky12
join:2000-02-27
Nokomis, FL
| reply to Dr Strange Question
This weekend I had a reoccurence of the problem I had with repeat dialing a few months ago. I wrote to Vonage, received a reply within a couple of hours. They tested my line and found no problem. They also offered (on a Saturday no less) to call and work with me on the issue, should I be unable to find a friend willing to make their line busy for me to test it. I had company yesterday, so they emailed me and indicated that a tech will be available to assist me on Tuesday instead, even giving me his name. Several email exchanges within a few hours, and the offer of assistance by a tier 2 tech on the weekend, at short notice no less.
They really have improved their CS and tech support greatly. I think you're basing your assumptions on old data. Looks like you haven't even tried to contact them. I can't imagine why you wouldn't at least explore this as an option in getting your problem remedied.
Sparky |
|
Dr Strange Question
@209.234.x.x
| reply to wilsonck
Wilsonck,
Yes, of course, I tried to contact Vonage first!! Why would anyone even think that I would not take the most direct approach to the problem????
If the CS people have improved 10 fold, I'd hate to think what they were like before (ha, ha)!
While your experience with the CS people has been favorable (apparently) mine has been anything butt (sic) that!
As for being "fair" to Vonage, I have! Let them be fair to me! I'm the customer and its my money.
I tried three times. After getting passed around, dropped once and being promised a prompt callback (that never came) its enough. Not a good impression. In fact, it was a very unprofessional impression. An anomaly? Perhaps (user comments in the forum do indicate improvement) but not by my response.
As for:
> if getting Vonage service is your ultimate goal
> since the last line of the quote above suggests
> that is not your goal,
You've entirely missed the point. Look, I've got $99 invested. Considering the really poor response from CS (after 3 calls) maybe I should just cut my losses now and go to another SIP provider? That's the point. If this is a sign of what's to come then it may be better to walk away (now) with my $99 ATA and try another SIP provider!
"Fool me once, shame on you. Fool me twice, shame on me!" Like baseball, shouldn't it be three strikes and Vonage is out?
As for configuration, its nothing. Once pointed to the Vonage TFTP server, the configuration of the ATA is automatic. I don't have to do anything other than enter the FTFP address and power cycle the ATA. After that, it downloads the configuration profile based on the ATA's MAC address. It will even lock the box if Vonage configures it that way. Unfortunately, my box is not configured correctly (or the data was corrupted).
Regards,
George |
|
wkendrvr
join:2001-07-09
Greensboro, NC | Which customer service line are you calling? There is a line for the Amazon deal but I don't think that they have the tech knowledge this would require to resolve. |
|
Cam
Premium
join:2003-01-25
Luther, OK
clubs:
| I do know that Vonage Customer Service does monitor this forum, I would suggest that you become a member of DSL Reports (instead of anonymous) so that they might be able to contact you through the Messaging system on this forum or through the E-mail address that you list on your information page for this forum.
Also, the customer service line you should call is 1-VONAGE-HELP (1-866-243-4357). |
|
Dr Strange Question
@130.94.x.x
| reply to wkendrvr
Well wkendrvr,
Now there's a good point!! I called the number provide with the scant documentation from Amazon.
Considering responses and other comments in other parts of the forum, my experiences seem to be something from a past era. I had also expected better myself. The huge amount of criticism thrown at Vonage CS people, as documented in this forum's history, has propelled an awkward Vonage in a positive direction.
As you suggest, perhaps I have dialed into some relic of the Amazon venture rather than Vonage itself??? That would explain a lot of the stumbling & bumbling encountered.
Will try the "real thing"! |
|
