My Vonage Voice over IP phone service went offline on Monday due to a hardware error in the configuration. as Vonage and Comcast, my ISP misdiagnosed problems in the first place. The first steps necessary to respond to some research. and this is what you need to know if you plan or voice over IP services such as Vonage or Ooma that the services of its broadband cable provider operates installed.
The broader lesson here is that cheaper, while Voice over IP telephony and offer more options and flexibility than the Plain Old Telephone Service, they may also be more complex than POTS on your end of the connection. with voice over IP adapter and cable modem in the mixture, to find out that you can work with your phone service wrong time to correct problems in the network of steel.
How wrong
Here's what happened. Vonage to use and many other services VoIP, you must be connected to VoIP-adapter or router to a broadband modem. I have two offices. I tested the Vonage in the position, but you have to position 2. Location you have Comcast broadband. Area has two DSL.
The great thing about VoIP phones is that portable. You can move it to any office with broadband. I took on Monday, 1 of the V-portal back to the situation. It did not work. V-Portal, required to obtain an IP address from the cable modem was complete, but not in a position to continue this process for any reason. He worked previously. What's different now? I spent about 2 days trying to figure out. By the way, I was in "Gotcha", you may have to tear my hair out and ran.
I contacted Comcast technical support, switch to remotely restore the cable modem and left me, off and on again. No satisfaction. Technician Vonage went with me a few broken test the connectivity to the proclamation of V-Portal. That was Monday.
On Tuesday morning, arrived at 10.30 hours warranty replacement.
The root of the problem
I look unpacked the new V-Portal and fixed it. the same mistakes. I called Vonage technical support again. The second time I got through immediately technician in the company's call center in the Philippines. is more knowledge than the first, quickly identified the problem as a configuration problem with the cable modem and replaced it with one deal. but it was easier to answer.
Here's the problem: each network device has a unique network identifier, called a Media Access Control (MAC) address. Comcast has registered the MAC address of the authorized devices in the home network or router or PC, and it will only be recognized and the IP address on the device. If you have a device that does not recognize it, you do not get address IP. No addresses IP, lack of access to the Internet. No access to the Internet, a dial tone. It is very simple.
Vonage technician mistakenly believed that was not registered as the MAC address of Vonage V-Portal, that I could not get the address of the IP, in this way. To circumvent this problem, turn the Vonage Tech, that they "MAC address spoofing" means. This MAC address was with my laptop, and then I went through the access to the V-Portal firmware configuration, where using a web browser interface, I have a "clone" the MAC address and associate it with the V-Portal. Bing! I was here immediately.
But we do not need to do it. Cable modem may be reset to the MAC address of just switching off for a minute or 2 times and should be recognized. They bring a cable modem back online, and then turn on V-Portal VoIP adapter. The modem comes up again, determines the MAC address of the new unit, it registers, and assigns a new address IP.
It did not work in this case, I returned to the horn with Comcast technical support, to find out why. Reggy confirmed that cycling power on the cable modem should solve this problem. MAC address cloning bypasses this problem, but a clean solution to reboot the modem. So, why does not it work?
I offered two theories. The first thing that I wait long enough, when cycling authorities. but I began to suspect another possible culprit. Comcast cable modem can support I use my own VoIP Comcast, product, Comcast Digital Voice offers and backup battery. A backup power to maintain the old address, MAC in the registry, even if the power had been cycling on the device? Reggy asked about the make and model of cable modems. A few minutes later, returned with the answer, Reggy. Yes, it was her.
It was decided to either remove the battery when power cycling, or insert a paper clip into the small hole in the back of the unit (hidden under the label), that a hard reset the modem.
Posthumous
Thus, finally, things return to normal life. I have more V-portal for New Jersey captured the return of Vonage depot. (Unfortunately, despite technological misdiagnosed the problem I need to pay for delivery and return of insurance).
But one thing that annoyed me more. Why V-Portal to work in this position before? As it turned out, it worked, because I was not directly connected to the cable modem. Instead, I have been associated with an intermediate device - my Linksys Wireless-G router. MAC-address of the router with a cable modem, Comcast reported. the device again in the dynamic IP-address assigned to the V-Portal. At this time I was connected directly to a cable modem.
If I knew all this, I was chosen, simply close the V-Portal router, and this should be done. This situation has led to problems. During my previous use Vonage at this time I had a few dropped calls and got my dynamically assigned IP address is invalid and may need to be transferred from time to time. while the V-Portal, usually in a state of an IP address from a cable or DSL modem, if it happens again, that does not always work well if it is a home router in the center. solve the problem before I had all the equipment, and then successively in a cable modem, router, and the V-Portal, in that order. In addition, the placement of V-Portal router is limited to the appliance in a position preference for voice traffic, as opposed to, say, my daughter, watching YouTube videos. This can affect performance. The best choice is therefore made for the V-portal in the first instance, cable modem, and then a second patch cable from the device Wide Area Network (labeled "WAN") port on the wireless router. PCs and other devices, then connect to a local area network (labeled "Internet") port on the router.
What lessons can be learned? The technician checked the Comcast brand and model of cable modem to indicate that the cycling authorities will register MAC-address should be clear. First Vonage technician diagnosed the problem. Second understood the essence of the problem, but none of their business and introduced to circumvent the decision.
Maybe, but they can all discuss this at dinner. Vonage two hosts are located in call centers in the Philippines. I mention this Reggy at the end of our meeting, and asked him where his Comcast Call Center have found. "I'm in the Philippines, as well," he said. "Vonage to another building."
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