Since Vonage doesn’t offer in-home tech support for their product the only way to get tech support is to call into the company and wait on hold till a tech support agent answers and helps you out. There are some things that you can do with your service that will solve most the issues and can save you time by not holding for tech support agents
The most common issues can be found on the Vonage website, under the help section. This will help you troubleshoot a lot of the problems. Still you may have to call into tech support for harder issues. Before calling you want to check your power cords making sure that they are plugged in and you want to check your Internet connection making sure that you can get online and that it’s working properly.
No Dial tone: This is one of the most common calls that people will call in for. Without the dial tone you can not make or receive calls. The first thing that you will want to check is your Internet service. If you are able to get on the Internet and know that your Internet connection is working then usually this is an easy fix by just rebooting the network. The network is your cable or DSL modem, your Vonage device, and your Router if you have one. To reboot, just unplug the power cords on each device and then plug them back in one at a time starting with the DSL or Cable modem. After that loads then you can plug in the next device till everything is back online. Sometimes you can just unplug the power cord on the Vonage device and plug it back in and the dial tone will come back and your phone service will be working again. This will usually bring the dial tone back on without a problem, but if it doesn’t you will have to call tech support.
Faxing: Faxing with Vonage can be done, but sometimes will give you problems with either sending or receiving faxes, there are some things that you can do that are easy to get faxes to work. On your fax machine you want to make sure that the Error Control is turned off. This will help the faxes coming through. The baud rate on the fax machine should be set to 9600. Set your fax machine to answer any calls for incoming faxes. If after doing all these steps you still can not send of receive faxes you will have to call tech support and they will have to make some adjustments to your device from their end. They will also be able to send and receive test faxes to ensure that it is working.
Audio issues: If you are having problems hearing the other party or they are having problems hearing you it can be a sign that you have internet connection issues. To make sure that you have a good connection you can use the section on how to test my upload speed in the help section. To correct this you can go in your account online and change the bandwidth saver to medium. This sometimes is all it takes to correct an audio issue. If you hear static on the line, this can be a sign that you are plugged into a home phone jack but you never undid the wires from the old phone service provider. Vonage does have technicians that will come out to the house and install the phone service for you. You sometimes can get this done for free if you ask.
Most the time rebooting the Vonage device will correct most of the issues that you are having and this will save you time holding for a technical agent. The best time to call without holding is as late at night as you can or the early morning hours. Since they are opened for tech support 24 hours a day you can find time that isn’t high peak for call volume.
