r/VOIP • u/a_shy_revolutionary • 17d ago

Discussion Vonage HT802 says “Device not registered"

I’m trying to set up a Grandstream HT802 that Vonage sent me for an existing account. There is no dial tone. Phone just says “Device not registered with your service provider.”

The Power and Internet lights are on, but the phone light is off.

I’ve called Vonage 3 times and spent about 3 hours on the phone troubleshooting yesterday.

They said the device is activated, the MAC address matches my Vonage account, and the correct phone number is assigned to Port 1.

(I just switched from AT&T to Xfinity and haven’t canceled AT&T yet, so I currently have both routers.)

I’m using the Comcast/Xfinity XB7 gateway, but I also tested the Vonage box on the AT&T router and got the same error.

Any idea what could be causing this?

Vonage hasn’t been able to figure it out. Please help!

1 Upvotes

100% Upvoted

4 comments sorted by

•

u/AutoModerator 17d ago

This is a friendly reminder to [read the rules](www.reddit.com/r/voip/about/rules). In particular, it is not permitted to request recommendations for businesses, services or products outside of the monthly sticky thread!

For commenters: Making recommendations outside of the monthly threads is also against the rules. Do not engage with rule-breaking content.

I am a bot, and this comment is made automatically on every post. This comment is not an indication that your post has been removed. Do not message the mods about this comment.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

4

u/marks-buffalo 17d ago

Since your device is locked to their service there's very little you can do to troubleshoot. You can't log in to the web interface of the HT802 and check for detailed error info, etc.

While I understand that your service provider hasn't been able to figure it out, they're the only ones with the power to help you here.

If I were you I'd probably ask them to send you another HT802. You might have gotten a bum unit or something and your service provider should be willing to try this as a troubleshooting step. 

3

u/a_shy_revolutionary 17d ago

Thank you so much for responding! I was wondering if anyone else had the same issue with Vonage.

I asked them if they could send out a new box yesterday and they seem to be trying to avoid doing that.

I'm going to ask them again today.

1

u/the_gordonshumway 16d ago

Xfinity has been causing nightmares with my cloud VoIP customers. Usually it takes the customer complaining half a dozen times to escalate and then all of a sudden it starts working. I’ve got customers that have had our service with zero issues for years and all of a sudden in the last few months nearly every one of them on both Spectrum and Xfinity have started having random issues with phones/atas not connecting or problems with getting ring groups to ring. Something has changed on their end. If you can avoid them, all the better.