Help - No dial tone

[joyce]

I am a new viatalk customer, having no problems till today. The phone light was out on my adapter. I reset the adapter and the phone light came on, but no dial tone on the phone. I tried calling, but I was caller number eight on a cell phone, and didn't want to sit and wait, so I have submitted a ticket.

Does anyone have any idea?? Why doesn't Viatalk have live support over the net? It would seem like a logical thing to do for customers having phone problems?

[chas3]

Might try power cycle of everything, modem, router, and when everthing is back on line, the adapter.
I had a bad setting and firmware combination in the router that seemed to cause a lockup after 2 weeks of all ok.

[sbradshaw]

Why doesn't Viatalk have live support over the net? It would seem like a logical thing to do for customers having phone problems?

Looks like they only have a "Sales Chat" on the main VT website page.

[joyce]

Is it possible something changed?? Now the only option by clicking on the right side is phone support or submit a ticket!!

By the way, I did everything suggested by Chas3, to no avail.

[joyce]

I guess there is good tech and bad, like everywhere else...the first guy had me hook directly into my cable modem and still no phone light or dial tone. His bright solution was to set up a dmz host through my router. Why this would work when we bypassed the router and still had no signal he didn't know.....

Then I got a great teck who realized that the Richmond server was having a problem and my phone did not automatically switch servers like it is supposed to. Voila, dial tone!!

[india12]

Hi
I have the same problem of intermittent no dial tone. It is frustrating. One tech suggested to enable DMZ. Any one has experience with same problem getting solved by enabling DMZ in router. I do not know it is going to work or not. My friends have other VOIP, they never have these problems.
Thank you for any advice for the dead dial tone.

[connervt]

Joyce tried her ATA without the router, so putting it in the router's DMZ isn't going to show anything. besides, she said (in her last post) it was a ViaTalk server issue.

One thing to keep mindful of when taking the router out of the equation: Some ISPs (especially cable ones) may only allow one MAC address to register with the ISP. Swapping out the router (MAC that is registered) with the ATA (a MAC address that the ISP hasn't registered) could make one incorrectly assume that the ATA won't 'communicate'...

[DracoFelis]

One thing to keep mindful of when taking the router out of the equation: Some ISPs (especially cable ones) may only allow one MAC address to register with the ISP. Swapping out the router (MAC that is registered) with the ATA (a MAC address that the ISP hasn't registered) could make one incorrectly assume that the ATA won't 'communicate'...
And another thing to keep in mind, is that some ISPs (especially DSL providers) pretty much require a PPPoE client to connect at all. And the ATA supplied by VT is NOT a PPPoE client (the VT ATA can handle a normal LAN connection, but not the more complex PPPoE login connection)! As a result, it may not even be possible for some users to "hook the ATA up directly to the internet", as removing the router may prevent the ATA from seeing any internet at all!

So that's yet one more reason why it's not always useful (or even possible) to try hooking the ATA up "directly to the internet" (even for testing purposes).

BTW: While I'm a BYOD customer (and therefore have my own ATA, instead of using the one supplied by VT), I'm one of those PPPoE DSL customers. In my case, I use my router to handle the PPPoE login, and provide normal DHCP to my LAN. So, I have personal experience with not being able to remove the router, even if I wanted to (because without the router, I don't have any device handling the PPPoE connection my DSL requires)!

[connervt]

Thanks for the input on DSL. I really have no experience with it, having only dealt in the cable ISP world. Especially (the former) Adelphia Cable, where *some* people needed to clone MAC addys on their router to get it to work, and others could switch devices without any problem...

[varnerin]

I had the same problem as well. I corrected the problem by switching to another proxy. I was on the richmond proxy and switched to houston. Their seems to be an issue with the richmond proxy.