Troubleshooting, Problem Possible Solutions

Overview	Installation	Troubleshooting	Contact	FAQ	Glossary	License
	Configuration: Basic		Advanced	TCP/IP

Troubleshooting

If the solutions listed here do not solve your problem, for more troubleshooting help contact Vonage as described in “Contact Us” on page 66.

Problem

Possible Solutions

Power light is off

Cannot send or receive data or phone calls

No dial tone

A computer cannot send or receive data

My high-speed Internet connection uses a USB port, not an Ethernet port

Check that the AC power adapter is properly plugged into the electrical outlet and the VT2142.

Check that the electrical outlet is working.

If you subscribed to just one phone line from Vonage, be sure your phone is connected to the Phone 1 port on the VT2142.

Check all other cabling between the modem, the VT2142, and the computer. Be sure you used the cables provided with the VT2142. All Ethernet cables must be straight-through cables.

Check the lights on the Front Panel (see page 2).

Check the lights on the modem front panel. For information, see your cable or DSL modem user guide.

If you have only one phone line, be sure your phone is plugged into the green phone port 1 on the VT2142.

Can you access Web pages? If not, check to see whether your ISP (cable or DSL) is having connection issues in your area.

Be sure the telephone connected to the VT2142 is disconnected from the wall jacks that traditional phone companies use. If not, the VT2142 cannot connect with the Vonage server and you will not get a dial tone.

Compare your device connections to those shown in “Installation With an Existing Router” on page 6 or “Installation With a Standard Modem” on page 8.

The order in which you turn the devices on is very important. Try the procedure for “Resetting All of Your Equipment” on page 65.

Check that the Ethernet cable is properly connected to the VT2142 and the computer.

If you have a cable modem only, check that your TV is working and the picture is clear. If you cannot receive TV channels, your cable data service will not function. Contact your cable provider.

If you have a DSL modem only, check that your DSL service is working. Contact your DSL provider.

You need to switch your high-speed Internet connection from USB to Ethernet to use Vonage Internet Phone Service. If your computer does not have an Ethernet adapter, you can purchase an Ethernet adapter or a USB to Ethernet Converter to connect your computer to the VT2142, and ultimately the Internet.

Motorola VT2142 manual Troubleshooting, Problem Possible Solutions