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Vonage (AKA VOIP) does not support the use of a telephone based monitored alarm system, and recommends against using a telephone based monitored alarm system with Vonage.

However, many of our end clients have Vonage service and alarm service is suspect at times. We are really at a loss when alarm panels behind Vonage service act up.

 

Because the Vonage service uses the clients Internet service and network devices, an Internet Service Provider (ISP), electricity, or network outage may cause a disruption in service or may cause the quality to deteriorate. Potentially we could become more proactive and ask the client to restart (ie reboot) their network devices which gives the network a fresh start and may allow the alarm panel to communicate more successfully. I'm thinking of cases where the client says my alarm panel was working fine and now I am getting some fail to communicates.

 

How to Restart Network

 

  1. Disconnect the power cord from the Cable/DSL modem. The lights on the modem should go out.

  2. Disconnect the power cord from the Network Router (if applicable). The lights on this device should also go out.

  3. Unplug the power cable from the Vonage Phone Adapter. Again, all lights should go out.

  4. Leave all the devices unplugged for at least 60 seconds.

  5. Plug the power cord back into the Cable/DSL modem and wait for all of the lights on the device to glow steadily. It may

     take up to one minute until the modem is ready.

  6. Reconnect the power cord to the Network Router (if applicable) and wait for all of the lights to glow steadily. This also

     may take up to 60 seconds.

  7. Plug in the power cord for the Vonage Phone Adapter. The Phone Adapter should power up and reconnect to the Internet

     within one minute and authenticate with the Vonage servers and become ready to make and receive calls.

 

This process allows the Cable/DSL modem to re-establishes its connection with the ISP. The network  devices re-establishes its settings, including IP address. As well, the Vonage Phone Adapter is able to download the most up-to-date settings from the Vonage network and audio settings of the Phone Adapter are updated for best quality.