Frequently Asked Questions: Technical Issues|
I already have a home network. Will I be able to subscribe to your service and use my existing home network?
Check to make sure that your router supports NAT. NAT (Network Address Translation) is the translation of an Internet Protocol address used within one network to a different IP address known within another network and is required for Vonage Service. If your router does not support NAT, you will not be able to use our service. Vonage sells a router that is compatible and certified for use with our service at a reasonable cost. Contact Customer Care to order your router.
Does Vonage recommend specific brands or models of routers?
We have tested and certified that the following brands, models and firmware support our broadband telephony service.
Netgear FR 314
I have followed the installation instructions but am unable to use your telephone service. What should I do?
Try configuring the Netgear router as described in the instructions. If you are still unable to use the service, refer to your ISPs technical support or contact them directly. Advise them that you are installing a router and ask them if they require any of the following:
We had a power outage and now my phone is not working.
If your equipment is not plugged into a power surge protector, you may have to reboot the router or the Cisco ATA 186. Reboot the router by unplugging the power adapter from the outlet. This will reset the device. To reboot the Cisco ATA 186,
Simply email us at firstname.lastname@example.org or call us at 1-VONAGE-HELP. If you are reporting a problem with your telephone service, please include the time and date as well as a brief description of the problem.
I tried to make a call and received a fast busy signal. What does that mean?
Vonage does not provide service to toll area codes such as 900, 700, 500, etc; nxx numbers 540/976 as well as the area codes listed below. If you have any questions or concerns, please contact email@example.com or 1-VONAGE-HELP. Nxx refers to the three digits of a phone number that follow the area code. Ex: 1-732-(540)-0000. 540 is the nxx number.
If the area code you are calling is not listed above, please check to make sure you dialed the correct the number. Also, remember Vonage requires 11-digit-dialing.
If you still are experiencing a problem, please contact Customer Care.
I am unable to make any phone calls. What should I do?
I have DSL service that requires that I log in every time I use it. I want to change the change settings on my router. Every time I enter the router's address in the browser and click go, the DSL log in window pops up. What should I do?
Many DSL service providers require log in each time you use the service. To turn this feature off so that you change the router's setting, follow these steps:
a. Open the browser.
b. Select Tools from the browser navigation bar.
c. Select the Internet options tab from the menu list. A window will open.
d. Select the Connections tab. (Make note of the current dial-up setting).
e. Then select Never dial a connection and click ok.
Type the router IP address in the browser address bar and click ok. You should now be able to change the router settings.
When you are finished, follow the steps above and select the original dial-up setting noted in step d.
How can I test my upload speed?
You can test your upload speed by clicking on this link and following the instructions. Vonage recommends an upload speed of 90kbps or greater. An upload speed less than 90kbps could affect the quality of your calls.
I noticed that the Cisco ATA 186 has two phone ports. Can I have two telephones with different Vonage DIDs connected to the Cisco ATA 186?
Please contact Customer Care for more information.
Can I use multiple phones with your service?
You can split the phone line so that you have two phones with the same number connected to the ATA by using a RJ-11/14 dual jack extension. Plug one end into port 1 of the Cisco ATA 186 and your phones into the dual jack ports.
Cisco warns against connecting the Cisco ATA 186 PHONE input ports to the telephone wall jack. To prevent damage to the device or building telephone wiring, connect the Cisco ATA 186 PHONE port to a telephone only. For more information, please visit www.cisco.com and search Cisco ATA 186.
Are you Mac compatible?
Yes, Vonage works with Macs. Vonage Voicemail works with Macs using Media Player 7 or QuickTime. Supported browsers are Safari and IE 5.2. We are always testing new media playback tools so we encourage you to contact us at firstname.lastname@example.org if one you are using is not compatible with Vonage Voicemail.