Support going down hill

**Xponder1** · 03-16-2010 05:59 PM

Originally Posted by jlachowin

A service you pay for went/was down, and you decided to go on the chat system? Call them next time?

The best support method seems to be the ticket system.

**energyx** · 03-16-2010 06:12 PM

Originally Posted by jlachowin

A service you pay for went/was down, and you decided to go on the chat system? Call them next time?

Good suggestion, except if it involves tier 2 support, it's email only. My outgoing calls have been down since yesterday, on a new device. Any time I've called in, they have to contact tier 2 and I have to wait for an email response. So far it's been power cycle the device and wait 5 minutes. Still no calls out. The SAF is really dropping fast.

*edit* I will add that the replacement ATA arrived quickly and Tim has intervened when necessary, but in the end, I am still down.

**VOIPoTim** · 03-16-2010 06:22 PM

Originally Posted by energyx

Good suggestion, except if it involves tier 2 support, it's email only. My outgoing calls have been down since yesterday, on a new device. Any time I've called in, they have to contact tier 2 and I have to wait for an email response. So far it's been power cycle the device and wait 5 minutes. Still no calls out. The SAF is really dropping fast.

*edit* I will add that the replacement ATA arrived quickly and Tim has intervened when necessary, but in the end, I am still down.

So it just sounds like the replacement ATA is not connecting properly?

What is the ticket number?

**energyx** · 03-16-2010 06:24 PM

Originally Posted by VOIPoTim

So it just sounds like the replacement ATA is not connecting properly?

What is the ticket number?

WDI-535190

I can use my RTP300 without problem. I set up the new GT-502 the exact same way and it will not call out.

Thanks
Chris

**VOIPoTim** · 03-16-2010 06:39 PM

Originally Posted by energyx

WDI-535190

I can use my RTP300 without problem. I set up the new GT-502 the exact same way and it will not call out.

Thanks
Chris

Everything looks fine on it, but it could be a NAT issue. Different devices function differently behind routers and something may need to be adjusted in the router.

I'm going to leave it in Tier II for a Tier II rep to respond tomorrow since you are up and running the the RTP300 for now.

**VOIPoTim** · 03-16-2010 06:55 PM

Originally Posted by VOIPoTim

Everything looks fine on it, but it could be a NAT issue. Different devices function differently behind routers and something may need to be adjusted in the router.

I'm going to leave it in Tier II for a Tier II rep to respond tomorrow since you are up and running the the RTP300 for now.

Actually I just noticed it's running an old firmware. When you plugged it up, did you let it set for 5-10 minutes to update the firmware?

If not, please reboot it and then give it at least 10 minutes to update without using it/logging into it. It will only update when idle and reboot triggers it to do so.

**energyx** · 03-16-2010 07:04 PM

I waited 5-6 minutes. I can wait up to 10 or more if you think that would help. Brandon is doing some traces now.

**energyx** · 03-18-2010 06:42 PM

Just wanted to post a follow-up here to thank Tim for getting someone too look at this for me. The problem was apparently the Grandstream ATA not getting along with the 1.23 version of m0n0wall. Even though the other Linksys ATAs worked fine, the GT-502 did not like it. I upgraded to the current 1.31 of m0n0wall and it's working great.