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Vonage Hi,
I am a Vonage Technical Support agent. I had a customer with Comcast today,
Hi,
I am a Vonage Technical Support agent. I had a customer with Comcast today, she told me that she lost her internet connection because she did not pay the bill, so the phone service was not working. She called in after she got her internet connection up and running but the V-Portal would keep issuing an error code 004, the reason why that happens is, when you don't have an active broadband connection if your V-Portal is behing a router, instead of issuing a error code 001 which means Internet cable is loose, disconnected or bad or no active broadband (error 002 could be shown as well), it will issue error code 004, we connected her V-Portal directly to her cable modem which was a Motorola SB5100, as the lights on her cable modem indicated she had internet connection, we powercycled, V-Portal issued an error code 003 which is supposed to show up when you are using a static IP address , but error code 003 will be shown when the Vonage device is trying to get the profile from our servers and cannot get it. Then we found out even tho her Motorola SB5100 modem indicated she should have had internet connection, when we did a ping test on her PC directly connected to the modem, it failed. I waited for a couple hours, I believe Comcast restored the connection and her V-Portal came back online. So error code 003 has nothing to do with PPPoE as you don't use it over cable networks. I believe her cable modem had active broadband connection but was not able to go out of the Comcast network until her connection was fully restored. Tha's why the Vonage device obtained an IP address but could not hit our servers. You have a Motorola SB5101 it should be DOCSIS 1.1 or 2.0 but it is a very common issue with Motorola SB5101 and SB5120 cable modems. They tend to drop packets using VoIP. Make sure the internet connection is working just fine, and I don't mean surfing the pages but ping testing and doing other tests as well.
Have a look at this, http://www.dslreports.com/forum/remark,14563552
Here is a link to V-Portal error messages http://www.vonage.com/support.php?article=1291#e3
Read The Full Thread: ''Retrieving IP Address'' ,''Error 003''...unplug and restart
• Hi
Please help!!!! am getting same message constantly and vonage customer
• If you're using a cable modem, you would want to connect with DHCP instead of PPPoe.
• Hi,
I tried again.
The time I got my Vonage MAC Address (printed on the device
• The firmware update should have completed by now. Go ahead and power cycle the
• I am still puzzled as to how you can be connecting using PPPoE when you have a cable
cx_mulas posted "Hi,
I am a Vonage Technical Support agent. I had a customer with Comcast today," on 12/04/2008 |
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