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Unplug the power cords from the back of both the V-Portal and your cable/DSL modem. After
about 30 seconds, plug the power cord back into the cable/DSL modem. Allow enough time for
your modem to complete its start-up process. Most modems have a light that should be lit solid
when start-up is complete. Then plug the power cord back into the V-Portal.
If you still can not access the Internet, check with your ISP to see if they're having connection
issues in your area.
Or...
•
You use cable service and the V-Portal can not get an IP Address from your Internet
Service Provider (ISP).
When you receive your V-Portal, it's set up to use DHCP for dynamic IP address assignment, the
typical setting for cable service. Verify that the Internet connection type has not been changed by
logging in to the V-Portal's Web UI from a computer connected to your V-Portal through the yellow
port, either directly or as part of your LAN. Enter V-Configure.com into the address bar of a web
browser and navigate to the Basic Setup page (from the Home Page click Basic Setup). If the
Internet connection type is not DHCP, change it following the directions provided in "How do I
setup a DHCP connection?" on the right of the Basic Setup screen.
With the Internet connection type of DHCP, your V-Portal asks the ISP to automatically assign an
IP address to your V-Portal when the Internet port is connected. An IP address is like a street
address, it tells the location of your V-Portal in the IP network. The Internet knows where to direct
calls placed to your phone number once an IP address is assigned.
You will see Error [Code 002] if the ISP has trouble assigning an IP address to your V-Portal.
Typically it's easy to correct this problem, simply pull the power cord out of the back of your cable
modem, wait for 30 seconds and plug it back in. The cable modem will then take a few minutes to
reload its software. When it has finished powering up, this error should be cleared up.
NOTE: If you are having trouble accessing the Web UI using V-Configure.com, please enter
192.168.15.1 in the address bar of your browser instead.
Or...
•
You are using cable service and your ISP (cable company) requires you to register the
MAC Address of your V-Portal with them.
A MAC address identifies a device (such as a V-Portal, router, computer, or printer) in your home
network (often called a LAN, "Local Area Network"). Think of it as the name of the device.
Information can be sent to a device if the LAN knows the device's name (MAC address) within the
LAN.
Some ISPs require that you register the MAC address of a PC or router on your LAN when you
set up your cable service. If your ISP required you to register a MAC address during set up, keep
the registered device connected in your LAN when you install your V-Portal. Your V-Portal can
adopt that device's MAC address by using a process called MAC cloning. Make sure the original
View the Terms of Service by visiting the Vonage website at www.vonage.com/tos. Pay particular attention to
Section 11 which explains limitations on Warranty, Remedy and Liability.
Vonage V-Portal User Guide
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