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.

2Wire 100
Linksys BEFSR41
Linksys BEFSR81
Netgear FR 314
Netgear RP614
Netgear RP114
Netgear RT314
Netgear RO318
D-Link DI704
SMC Barricade

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:
  • Mac address registration - if they require this, give them the Mac address of the router. You can find this in the router interface.
  • Static IP address - Configure the router with the static IP address provided by your ISP. If you are using a different router, please check the installation instructions that came with the router and configure the router accordingly.

    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,
    • Pick up the handset on the phone connected to your Vonage ATA.
    • Press and release the button on top of the ATA.
    • Dial 80# on the phone connected to your Vonage ATA and listen for the voice prompt.
    • If the voice prompt announces your IP address, you have successfully re-registered your Vonage
    • phone.
    • If the voice prompt does not announce your IP address, please contact Vonage customer care.
    How do I report a service problem to you?

    Simply email us at customercare@vonage.com 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 customercare@vonage.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.

    Nxx
    540/976
    1500
    1533
    1700
    1268404
    1268739
    1268938
    1473328
    1473407
    1473408
    1473441
    1473468
    1473473
    1473938
    1649446
    1664410
    1664411
    1664412
    1664413
    1664414
    1664415
    1664416
    1664417
    1664418
    1664419
    1664664
    1758455
    1758457
    1767445
    1767446
    1767447
    1784456
    1784490
    1010890
    1876468
    1876872
    112321
    112377
    11239129
    112393
    112395
    112398
    112399
    11245294
    112462
    112460
    112468
    1124831
    1126173
    1129099
    11372920
    113732
    1137383
    113739
    1144700
    1144509
    1144590
    11469469
    11507507
    1150929
    115295
    11561365
    115683
    11569
    11582399
    1159059
    115921
    1159742
    1159769
    115992
    115996
    116046
    1163988
    116785
    116786
    116787
    116832
    116835
    116836
    116837
    117504
    118521729
    11972195
    11972196
    11972197
    1199532
    1876468
    1876872
    1268404
    1268739
    1268938
    1473328
    1473407
    1473408
    1473441
    1473468
    1473473
    1473938
    1649446
    1758455
    1758457
    1767447
    1767446
    1767445
    1784456
    1784490
    1876468
    1876872
  • 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?

    • First, check to make sure you have Internet access.
    • If you do not have Internet access, check to make the cable modem has power and activity by looking at the lights on the front of the router. Reboot the cable modem by powering it off and on.
    • If the cable modem is not working, contact your provider.
    • If your cable modem is working, check the router. Make sure the lights associated with the ports that you are using on illuminated. If not, check to the power cord and ensure that it is plugged in.
    • If the router is working, check the network connections from the router to the computer and make sure all the connections are well seated.
    • Check the settings on your computer (see Installation Guidelines for more iinformation)
    • Refresh your settings.
    • If your computer is working but you canít make phone calls, check your Web Account for any system announcements.
    • If there arenít any announcements, check to make sure that the Cisco ATA 186 has power.
    • Check that the network connection from the Cisco ATA 186 to the router is well seated.
    • Try putting the network connection in a different port on the router.
    • Look to see if the lights for that port are illuminated on the router.
    • Reboot the Cisco ATA 186. Pick up the handset. Press the button on the top of the Cisco ATA 186. Listen for the automated voice.. If the voice announces the IP address, your phone has successfully rebooted.
    • If your telephone service is still not working, please contact Customer Care.


    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:

    Internet Explorer
    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 voicemail@vonage.com if one you are using is not compatible with Vonage Voicemail.

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