Vonage V-Portal User manual

Vonage V-Portal User Guide
Getting to know your V-Portal
Ever hear the term user friendly? Well, the Vonage V-Portal defines the term. From the LCD Display
messages to the color coded ports on the rear panel, the V-Portal is friendly to the user ... YOU. Installation
and use is easy!
The V-Portal can connect up to 2 Vonage digital phone lines through your high-speed Internet connection.
Just plug the blue Ethernet cable from the V-Portal into your broadband modem and use the two green RJ-
11 telephone ports to connect your existing phones or fax machine. The Vonage V-Portal allows you to use
your Internet connection for your computer and your phones at the same time, and because it’s Vonage, you
get clear digital phone sound quality.
The V-Portal’s built-in single-port wired router supports your PC or home network connection. You can plug
one computer directly into the yellow Ethernet (LAN) port of your V-Portal or build your own home network
(often referred to as a LAN, "Local Area Network") by plugging in another router or switch and connecting
network devices, such as computers or printers.
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. 1

Vonage V-Portal User Guide
Rear Panel
The rear panel of the V-Portal is functional and informative.
Reset Button
The Reset button is identified as RESET. Press the Reset button and hold it in for at least 10 seconds to
reset the V-Portal back to the factory default settings.
Icons
The Power, Internet, Ethernet (LAN) and Phone ports are colour coded for easy identification. A printed icon
above each port identifies the port as:
•The Power Port •(Orange)
•The Internet Port •(Blue)
•The Ethernet (LAN) Port •(Yellow)
•Phone Port 1 •(Green)
•Phone Port 2 •(Green)
represents AC Power. The power adapter that came with your V-Portal plugs into the port identified
with the orange Power icon. Simply connect the other end of the power cord to your AC power outlet.
represents the Internet. You’ll find this icon on a blue label surrounding a port on the rear panel of
the V-Portal. The Internet port icon identifies the port through which your V-Portal connects to the Internet.
You’ll also see this icon displayed on the status bar of the LCD and Web-based Configuration and Status
User Interface (“Web UI”) when the V-Portal is ready to access the Internet.
represents your Local Area Network (LAN). You’ll find this icon on a yellow label surrounding a port on
the rear panel of the V-Portal. The Ethernet (LAN) port icon identifies the port through which your V-Portal
connects to your computer or LAN. You’ll also see this icon displayed on the status bar of the LCD and Web
UI when the V-Portal is connected to your computer or LAN.
represents Phone Port 1 or Phone Line 1. When you sign up for one line of Vonage service, you’ll
typically plug your phone into Phone Port 1 on the V-Portal. The Phone Port 1 icon on the green label
surrounding a port on the rear panel of the V-Portal identifies it as the port you’ll use to connect your phone
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. 2

Vonage V-Portal User Guide
to the V-Portal. You’ll also see this icon displayed on the status bar of the LCD and Web UI when you can
place and receive phone calls using Phone Line 1.
represents Phone Port 2 or Phone Line 2. When you sign up for two lines of Vonage service, you’ll
typically plug the phone for your secondary line into Phone Port 2 on the V-Portal after you peel off the clear
label from the port. The Phone Port 2 icon on the green label surrounding a port on the rear panel of the V-
Portal identifies it as the port you’ll use to connect the phones for your secondary line to the V-Portal. You’ll
also see this icon displayed on the status bar of the LCD and Web UI when you can place and receive
phone calls using Phone Line 2.
Informational LEDs
Two light-emitting diodes (LED) are located on the sides of both the blue Internet port and the yellow
Ethernet (LAN) port. A yellow LED is located on the left of the port and a green LED is on the right.
The yellow LED is lit solid when the port is connected. For example, if the yellow LED on the left of the
Internet port is lit solid yellow, the V-Portal is connected to your cable or DSL modem.
The green LED blinks when there is activity on the port. For example, if the green LED on the right of the
Ethernet (LAN) port is blinking green, data is being sent either to or from your equipment (such as a
computer or router) connected to the V-Portal’s Ethernet (LAN) port.
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. 3

Vonage V-Portal User Guide
V-Portal Top
The top of the V-Portal contains an LCD display area along with buttons for navigating through the LCD
menu.
The V-Portal LCD display keeps you informed. From power-up through everyday use, the V-Portal
communicates with you through the LCD display. Status messages are provided during power-up and use,
letting you know exactly what is happening. The V-Portal even tells you when it is ready for you to use it for
calling.
The , , and icons display on the upper line of the LCD so you can tell the status of
your Vonage service at a quick glance.
•icon indicates that your V-Portal has access to the Internet.
•icon indicates that your V-Portal is connected to your computer or LAN.
•icon indicates that you can place and receive phone calls using Phone Line 1.
•icon indicates that you can place and receive phone calls using Phone Line 2.
•icon indicates that you have a Voicemail message waiting for you on Phone Line 1.
•icon indicates that you have a Voicemail message waiting for you on Phone Line 2.
If your V-Portal encounters a problem during power-up or use, error messages are provided to help you to
determine the cause of the problem. Besides telling you that something is wrong, the V-Portal also provides
advisories and/or suggested solutions.
In addition, you can control various settings using the LCD menu, such as the display language and
brightness. Use the LCD menu to view your calls logs for incoming, outgoing and missed calls. And, for all
you technology buffs, you can find out network and device information such as IP Address. You can even
run diagnostic tests from the LCD menu. Vonage V-Portal LCD Menu provides complete details for using the
menu.
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. 4

Vonage V-Portal User Guide
Control buttons are located directly under the LCD display area. Press the SELECT> button to enter the
LCD Menu then use the and buttons to navigate through the menu items. The SELECT> button
chooses the menu item and the <BACK button navigates backward to the previous menu.
V-Portal Bottom
The V-Portal's sleek design will inspire you to proudly display it in your home. The bottom of the V-Portal has
four protective nubs that allow you to place it on a flat surface, such as a desk or shelf, without fear of
scratching your furniture. If you would prefer, the V-Portal can be mounted on a wall using the two wall-
mount slots included on the bottom of the V-Portal. Simply follow the wall mounting instructions below.
Wall Mounting the V-Portal
The bottom of the V-Portal includes two wall-mount slots. The distance between the two slots is 3.25 inches
(82 mm). You’ll need two #4 or #6 screws with two anchors sized appropriately to the screws to mount your
V-Portal to a sheetrock wall.
Here’s how to mount the V-Portal on your wall:
1. Determine where you want to mount the V-Portal.
2. Mark the position of the V-Portal's wall-mount slots on your wall. The middle of the slots are 3.25
inches (82 mm) apart.
3. Drill two holes into the wall at the marked wall-mount slot positions and insert an anchor in each hole.
4. Insert a #4 or #6 screw into each anchor in your wall. Leave 0.25 inches (6.35 mm) of each screw
head exposed.
5. Maneuver the V-Portal so the wall-mount slots on the V-Portal line up with the two screws in your wall.
6. Place the wall-mount slots over the screws and slide the V-Portal down until the screws fit snugly into
the wall-mount slots.
That’s all there is to it!
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. 5

Vonage V-Portal User Guide
Vonage V-Portal LCD Status Messages
Your V-Portal keeps you informed of its progress when powering up by displaying LCD messages and icons.
The V-Portal even lets you know when new messages are displayed... the brightness level of the LCD
backlight automatically increases.
Key to Icons
•The Internet Port
•The Ethernet (LAN) Port
•Phone Port 1
•Phone Port 2
LCD Message Meaning
Powering up
When you see this message, the V-Portal is in the process of
powering up. It is not yet connected to the Vonage network so
you can not use the V-Portal to make calls when this message
displays. You will be able to make calls momentarily, as soon
as "Ready to make calls" displays.
All icons are off.
The display backlight is on and set to High (full brightness).
Connecting to Internet
When you see this message, the V-Portal has powered up and
is attempting to connect to the Internet. It is not yet connected
to the Vonage network so you can not use the V-Portal to make
calls when this message displays. You will be able to make
calls momentarily, as soon as "Ready to make calls" displays.
All icons are off.
The display backlight is on and set to High (full brightness).
Retrieving IP address
When you see this message, the V-Portal is connected to the
Internet and is communicating with your Internet Service
Provider (ISP) to obtain information that allows Internet access.
It is not yet connected to the Vonage network so you can not
use the V-Portal to make calls when this message displays. You
will be able to make calls momentarily, as soon as "Ready to
make calls" displays.
All icons are off unless you’ve plugged a device (such as a
computer or printer) into the Ethernet (LAN) port on the back of
your V-Portal. If the LAN port is connected, the Ethernet (LAN)
port icon displays on the LCD status bar.
The display backlight is on and set to High (full brightness).
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. 6

Vonage V-Portal User Guide
Connected to Internet
When you see this message, the V-Portal can successfully
access the Internet. It is not yet connected to the Vonage
network so you can not use the V-Portal to make calls when this
message displays. You will be able to make calls momentarily,
as soon as "Ready to make calls" displays.
The Internet port icon displays on the LCD status bar. If the
LAN port is connected, the Ethernet (LAN) port icon also
displays.
The display backlight is on and set to High (full brightness).
Retrieving Profile
When you see this message, the V-Portal is automatically
obtaining its configuration file (profile) from the Vonage
Network. The configuration file provides the V-Portal settings
that are necessary for the V-Portal to function properly.
The V-Portal is not yet connected to the Vonage network so you
can not use the V-Portal to make calls when this message
displays. You will be able to make calls momentarily, as soon
as "Ready to make calls" displays.
The Internet port icon displays in the status bar. If the LAN port
is connected, the Ethernet (LAN) port icon also displays.
The display backlight is on and set to High (full brightness).
Connecting to Vonage server
When you see this message, the V-Portal has successfully
downloaded its profile from the Vonage Network. It is
connecting to the Vonage Network and, as the connection has
not completed, you can not use the V-Portal to make calls when
this message displays. You will be able to make calls
momentarily, as soon as "Ready to make calls" displays.
The Internet icon displays in the status bar. If the LAN port is
connected, the Ethernet (LAN) port icon also displays.
The display backlight is on and set to High (full brightness).
Ready to make calls
Congratulations! When you see this message, your V-Portal is
connected to the Vonage Network and "Ready to make calls".
Your phone number displays on the LCD and you can start
making and receiving phone calls.
A phone icon displays in the status bar for each Vonage phone
line ready for use. The Phone port 1 icon indicates that phone
line 1 is ready for use; the Phone Port 2 icon indicates that
phone line 2 is ready for use.
The Internet port icon displays in the status bar. If the LAN port
is connected, the Ethernet (LAN) port icon also displays.
The display backlight is on and changes to the default setting of
Medium or the setting you defined using the LCD menu.
Update of firmware in progress, please
do not power down. Device will restart
automatically after update completes.
The firmware that runs your V-Portal is being transferred from
the Vonage Network to your V-Portal. By downloading the
firmware, Vonage keeps your V-Portal up-to-date with all the
new features and improvements that are available.
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. 7

Vonage V-Portal User Guide
Vonage V-Portal LCD Error Messages
If a problem occurs when installing or using your V-Portal, you’ll see one of the error messages described
below. Each message identifies the problem and tells you the most common solution.
If you see an error message, follow the advice on the second line of the message. For instance, the second
line of the "Internet Port Error [Code 001]" message advises you to "Unplug blue cable and securely plug it
back into the blue port." Simply unplug the blue cable and securely plug it back into the blue port. The V-
Portal should then power up successfully.
Need more help? The most common causes for each error message are listed below along with suggestions
on how to solve the problem.
Internet Port Error [Code 001]
Unplug blue cable and securely plug it back into the blue port
This message displays when any of the following errors occur:
•Internet cable is loose, disconnected or bad. Simply unplug the blue cable and securely plug it
back into the blue port. You should hear a click.
In rare cases the blue cable could be faulty. If so, use any other Ethernet cable in place of the
blue one.
Or...
•Your modem is not functioning.
Typically the cause is still a loose cable. Make sure the cable connecting your cable/DSL modem
to the Internet connection on your wall is securely connected and the modem is powered on.
If all the cables are securely connected and the problem still exists, pull the power cord out of the back of
your cable/DSL modem, wait for 30 seconds and plug it back in. The modem will then take a few minutes to
complete its start-up process. Most modems have a light that should be lit solid when start-up is complete.
When start-up is complete, this error should be cleared up.
Internet Connect Error [Code 002]
Check if your Internet is down. Try restarting modem. For DSL: Check PPPoE setup.
This message displays when any of the following errors occur:
•Your V-Portal can not reach your ISP (Internet Service Provider).
This indicates that your modem's connection to your ISP is down or your ISP's servers are down.
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. 8

Vonage V-Portal User Guide
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. 9

Vonage V-Portal User Guide
device is turned on then unplug the power cord from the back of the V-Portal. After about 30
seconds, plug it back in again.
The V-Portal automatically searches for the MAC address of the other device and adopts it so that
the V-Portal can connect to your ISP on behalf of all the devices connected to the V-Portal's
yellow port. By automatically cloning the MAC address, Vonage saves you from having to call
your ISP to change the registered MAC address to the Vonage device's MAC address.
If you still get the “Internet Connect Error [Code 002]” message, call your ISP to register the V-
Portal’s MAC Address.
Or...
•You are using DSL service and your ISP requires that you use Point to Point Protocol over
Ethernet (PPPoE) as your method of connecting to the Internet but you didn’t select
PPPoE from your V-Portal’s Web-based Configuration and Status User Interface (“Web
UI”).
Many DSL service providers require that you use PPPoE. If yours does, you’ll have to set up
PPPoE via the Web UI of the V-Portal.
Login to the V-Portal’s Web UI from a computer connected to your V-Portal through the yellow
Ethernet 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)
and choose PPPoE as your method of connecting to the Internet. Complete instructions are
provided in “How do I setup a PPPoE connection?” on the right of the Basic Setup screen.
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.
Vonage Connect Error [Code 003]
Restart and try again. Unplug power connector and plug it in again.
This message displays when any of the following errors occur:
•Your cable ISP assigns static IP Addresses, you’ve entered the assigned IP Address via
the Web-based Configuration and Status User Interface (“Web UI”) of the V-Portal but the
static IP Address entered was invalid.
Some cable ISPs prefer you use an assigned, non-changing (static) IP Address to connect your
devices (such as a V-Portal, computer or printer) to the Internet instead of allowing the ISP to
automatically assign them dynamically as needed. It is important that you enter the assigned IP
Address exactly as stated by the ISP. Entering is done via the V-Portal Web UI at V-
Configure.com.
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. 10

Vonage V-Portal User Guide
To solve this problem:
1. Verify that the IP Address you entered was the one assigned by your ISP. You can display
the IP Address from the V-Portal’s LCD Display by going to the Main LCD Menu then
selecting System > Network Info > Internet Port.
Or, you can display the IP Address from the V-Portal’s Web UI. Login to the Web UI from
a computer connected to your V-Portal through the yellow Ethernet port, either directly or
as part of your LAN. Enter V-Configure.com into the address bar of a web browser and
click See full device status on the bottom right of the Home page. The Internet IP
Address displays under the heading "Internet Connection Status".
2. If the displayed IP Address does not match the one specified by your ISP, login to the V-
Portal’s Web UI from V-Configure.com, navigate to the Basic Setup page (click Basic
Setup) and follow the instructions provided in "How do I setup a Static IP Address
connection?" Enter the IP Address exactly as specified by your ISP.
3. If the displayed IP Address does match the one specified by your cable ISP, check with
your ISP to see if they are experiencing network problems.
2. Other rare network problems that you can not resolve yourself. There are other rare network
problems that cause this message to display. If you have reviewed the other errors that cause this
message and have followed the advice but are still receiving this message, please call Vonage for
assistance. You can reach our customer service department at 1-877-272-0528.
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.
Vonage Register Error [Code 004]
Unplug power connector and plug it in again. Wait until you see the Phone 1 icon displayed.
In order to place or receive phone calls, your V-Portal has to “register” or validate each phone line with the
Vonage Network. Basically the V-Portal tells the Vonage Network that Phone Line 1 is ready to be used for
phone calls.
If the V-Portal can not register Phone Line 1 with the Vonage Network, Vonage Register Error [Code
004] displays on the LCD of your V-Portal.
Here’s what you can do:
•Simply pull the power plug out of the back of the V-Portal, wait for 30 seconds and put it back in.
After several minutes the Phone icon displays on the LCD and the V-Portal is ready for use.
•If the problem still exists after you’ve power cycled your V-Portal, check with your ISP to see if
they're blocking VoIP calls.
Note that this message only applies for Phone Line 1 – see Vonage Register Error [Code 005] if the same
problem occurs with Phone Line 2.
Vonage Register Error [Code 005]
Unplug power connector and plug it in again. Wait until you see the Phone 2 icon displayed.
In order to place or receive phone calls, your V-Portal has to “register” or sign up each phone line with the
Vonage Network. Basically the V-Portal tells the Vonage Network that Phone Line 2 is ready to be used for
phone calls.
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. 11

Vonage V-Portal User Guide
If the V-Portal can not register Phone Line 2 with the Vonage Network, Vonage Register Error [Code
005] displays on the LCD of your V-Portal.
Here’s what you can do:
•Simply pull the power plug out of the back of the V-Portal, wait for 30 seconds and put it back in.
After several minutes the Phone icon displays on the LCD and the V-Portal is ready for use.
•If the problem still exists after you’ve power cycled your V-Portal, check with your ISP to see if
they're blocking VoIP calls.
Vonage Activate Error [Code 006]
If you bought your device at a store, visit the Vonage website to sign up for Vonage. Otherwise, wait
a few minutes until you see the Phone icon displayed.
If you bought your V-Portal in a Retail store and have not activated it on the Vonage website, please
visit www.vonage.ca/activate to activate it and sign up for Vonage digital phone service.
If you received your V-Portal in the mail it is already activated. In rare instances you might see this error
message displayed even though the V-Portal is activated. Be patient. After a few minutes you’ll see the
Phone icon displayed on the LCD.
Phone Port Line Error [Code 007]
Unplug phone and plug it into the other phone port
Check to see if you plugged your phone into the wrong phone port on your V-Portal.
Typically you’ll see this message if you try to place a call from a phone connected to Phone Port 2 and
you've only activated one phone line of the V-Portal. Unplug your phone from the V-Portal and plug it back in
to the other Phone port.
Network Settings Error [Code 008]
Unplug all your networked equipment and plug them in again. DSL users, check ISP username and
password.
This message displays if you have DSL service and use PPPoE as your method of connecting to the
Internet but an invalid PPPoE User Name and/or PPPoE Password was entered in the V-Portal Web
UI.
When using PPPoE, you are required to login using the PPPoE User Name and PPPoE Password supplied
by your ISP before accessing the Internet.
Login to the V-Portal’s Web UI from a computer connected to your V-Portal through the yellow Ethernet 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). Choose PPPoE as your method
of connecting to the Internet and ensure that you’ve entered the PPPoE User Name and PPPoE Password
exactly as provided by your ISP.
If you have questions about setting up PPPoE, refer to the complete instructions provided in “How do I setup
a PPPoE connection?” on the right of the Basic Setup screen.
High Voltage 1 Error [Code 011]
High voltage. Disconnect cable from phone port 1 immediately. Contact Vonage customer care.
Vonage customer care agents are trained to assist customers with this rare problem. Disconnect the phone
cord from Phone Port 1 and call Vonage at 1-877-272-0528 for assistance.
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. 12

Vonage V-Portal User Guide
High Voltage 2 Error [Code 012]
High voltage. Disconnect cable from phone port 2 immediately. Contact Vonage customer care.
Vonage customer care agents are trained to assist customers with this rare problem. Disconnect the phone
cord from Phone Port 2 and call Vonage at 1-877-272-0528 for assistance.
Line 1 Wiring Error [Code 013]
Phone port 1 may be connected to live telco line. Plug phone directly to green port 1.
You'll see this message if Phone Port 1 of the V-Portal is connected directly to a phone jack in your
home and your home phone wiring hasn't been completely disconnected from the traditional
telephone company. Plug your phone directly into the green Phone Port 1 of the V-Portal, pull the power
plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-Portal has finished
powering up, start using Vonage service.
If you would like to use your V-Portal with the existing telephone wiring in your home, see Home Wiring for
do-it-yourself advice on distributing Vonage service to all of your phone jacks. If you’d prefer to hire
someone to adjust your home wiring, consult a professional electrician or telephone technician. Vonage
offers a professional installation service in many geographic areas. See Professional Installation Basics for
more information.
Line 2 Wiring Error [Code 014]
Phone port 2 may be connected to live telco line. Plug phone directly to green port 2.
You’ll see this message if Phone Port 2 of the V-Portal is connected directly to a phone jack in your
home and your home phone wiring hasn’t been completely disconnected from the traditional
telephone company. Plug your phone directly into the green Phone Port 2 of the V-Portal, pull the power
plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-Portal has finished
powering up, start using Vonage service.
If you would like to use your V-Portal with the existing telephone wiring in your home, see Home Wiring for
do-it-yourself advice on distributing Vonage service to all of your phone jacks. If you’d prefer to hire
someone to adjust your home wiring, Vonage also offers a professional installation service in many
geographic areas. See Professional Installation Basics for more information.
Short in Line 1 Error [Code 015]
Faulty phone or home wiring. Plug known good phone using known good cable to green port 1.
This message displays if there is a short in your phone or fax machine, phone cord, or home phone
wiring (if Phone Port 1 of the V-Portal is connected directly to a wall jack in your home). In rare
cases, it may display if a phone handset is off-hook..
First make sure the handset for each of your phones is sitting snugly in the phone cradle (on-hook). If any
handsets were off-hook, pull the power plug out of the back of the V-Portal after putting them back on-hook,
wait for 30 seconds and put it back in. If the error is resolved once the V-Portal has finished powering up,
you can start using Vonage service as soon as you see the Phone icon displayed.
If all handsets are on-hook and the message still displays, simply using a phone and a phone cord you know
are in working order typically resolves the problem.
•If you have your phone plugged directly into the green Phone Port 1 of the V-Portal, replace it with
a known good phone and a known good cord, then power cycle your V-Portal (Pull the power plug
out of the back of the V-Portal, wait for 30 seconds, and put it back in). Once the V-Portal has
finished powering up and you see the Phone icon displayed, start using Vonage service.
•If you’re using your home wiring, make sure each of your phones and phone cords are in good
working order by plugging them into the green Phone Port 1 of your V-Portal, one at a time, and
power cycling the V-Portal. If the V-Portal still displays this error after it has finished powering up
you have found a phone or phone cord that has a short. Replace it with a known good phone and
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. 13

Vonage V-Portal User Guide
a known good cord. Once you know each of your phones and phone cords are in good working
condition, plug the working phones into your wall jacks and power cycle your V-Portal once again.
When the V-Portal has finished powering up, the message should be cleared and the Phone icon
should display. If so, start using Vonage service.
•If the problem still exists there could be a short in your home wiring. If you would still like to use
your V-Portal with the existing telephone wiring in your home, fix the short in your home wiring
before installing the V-Portal. If you want to hire someone to fix your home wiring, Vonage offers a
professional installation service in many geographic areas. See Professional Installation Basics
for more information.
Short in Line 2 Error [Code 016]
Faulty phone or home wiring. Plug known good phone using known good cable to green port 2.
This message displays if there is a short in your phone or fax machine, phone cord, or home phone
wiring (if Phone Port 2 of the V-Portal is connected directly to a phone jack in your home). In rare
cases, it may display if a phone handset is off-hook.
First make sure the handset for each of your phones is sitting snugly in the phone cradle (on-hook). If any
handsets were off-hook, pull the power plug out of the back of the V-Portal after putting them back on-hook,
wait for 30 seconds and put it back in. If the error is resolved When the V-Portal has finished powering up,
you can start using Vonage service as soon as you see the Phone icon displayed.
If all handsets are on-hook and the message still displays, simply using a phone and a phone cord you know
are in working order typically resolves the problem.
•If you have your phone plugged directly into the green Phone Port 2 of the V-Portal, replace it with
a known good phone and a known good cord, then power cycle your V-Portal (Pull the power plug
out of the back of the V-Portal, wait for 30 seconds, and put it back in). Once the V-Portal has
finished powering up and you see the Phone icon displayed, start using Vonage service.
•If you’re using your home wiring, make sure each of your phones and phone cords are in good
working order by plugging them into the green Phone Port 2 of your V-Portal, one at a time, and
power cycling the V-Portal. If the V-Portal still displays this error after it has finished powering up
you have found a phone or phone cord that has a short. Replace it with a known good phone and
a known good cord. Once you know each of your phones and phone cords are in good working
condition, plug the working phones into your wall jacks and power cycle your V-Portal once again.
When the V-Portal has finished powering up, the message should be cleared and the Phone icon
should display. If so, start using Vonage service.
•If the problem still exists there could be a short in your home wiring. If you would still like to use
your V-Portal with the existing telephone wiring in your home, fix the short in your home wiring
before installing the V-Portal. If you want to hire someone to fix your home wiring, Vonage offers a
professional installation service in many geographic areas. See Professional Installation Basics
for more information.
Line 1 Off Hook Error [Code 017]
Check that all phones connected to green port 1 are on hook.
This message displays if the handset of any of your phones for phone line 1 are not sitting snugly in the
phone cradle when you power up your V-Portal. Make sure all your phones are hung up securely (on hook)
then pull the power plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-
Portal has finished powering up, start using Vonage service.
Line 2 Off Hook Error [Code 018]
Check that all phones connected to green port 2 are on hook.
This message displays if the handset of any of your phones for phone line 2 are not sitting snugly in the
phone cradle when you power up your V-Portal. Make sure all your phones are hung up securely (on hook)
then pull the power plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-
Portal has finished powering up, start using Vonage service.
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. 14

Vonage V-Portal User Guide
Line 1 Load Error [Code 019]
Too many phones or a faulty phone connected to green port 1.
If you are using more than five phones on phone line 1 or one of your phones is faulty you’ll see this
message displayed. Like any phone line, there is a limit to the number of phones you can connect to a single
Vonage line. If too many phones are connected, the signal may fade and not all the phones will ring when a
call comes in. Therefore, we recommend you connect a maximum of five phones to a single Vonage line.
If you have five or less phones you might have a faulty phone. Try replacing each phone, one at a time, to
identify the faulty phone.
After disconnecting phones to get to the five phone maximum or replacing a phone to identify the faulty one,
pull the power plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-Portal
has finished powering up and the message has cleared you can start using Vonage service.
Line 2 Load Error [Code 020]
Too many phones or a faulty phone connected to green port 2.
If you are using more than five phones on phone line 2 or one of your phones is faulty you’ll see this
message displayed. Like any phone line, there is a limit to the number of phones you can connect to a single
Vonage line. If too many phones are connected, the signal may fade and not all the phones will ring when a
call comes in. Therefore, we recommend you connect a maximum of five phones to a single Vonage line.
If you have five or less phones you might have a faulty phone. Try replacing each phone, one at a time, to
identify the faulty phone.
After disconnecting phones to get to the five phone maximum or replacing a phone to identify the faulty one,
pull the power plug out of the back of the V-Portal, wait for 30 seconds, and put it back in. Once the V-Portal
has finished powering up and the message has cleared you can start using
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. 15

Vonage V-Portal User Guide
Vonage V-Portal LCD Menu
The V-Portal LCD menu gives you ultimate control of the V-Portal through a straightforward menu displayed
in the LCD area on the top panel of the V-Portal. The menu is organized into five major categories: Call
Logs, Easy Dialing, Status, System, and Settings. A "birds eye view" of menu functionality is provided in the
Menu Map. Menu items are also organized functionally below. Click on a link to learn how to perform each
function using the V-Portal LCD menu.
To get started, press the SELECT> button to display the main LCD menu. Navigate the LCD menu by using
the and buttons to move to the menu item you want to select, then press the SELECT> button. The
SELECT> button chooses the menu item and the <BACK button moves backward to the previous menu.
How can I view my missed calls?
Up to 50 of your missed calls can be displayed for either of the Vonage phone lines you’ve activated on your
V-Portal, phone line 1 or phone line 2.
Start at the main menu and choose Call Logs > Phone Line 1 > Missed Calls to display a list of the calls
you missed on phone line 1. Or, choose Call Logs > Phone Line 2 > Missed Calls to display a list of the
calls you missed on phone line 2.
A list of the calls you missed is displayed in the format:
Phone Number of
your caller Your caller's Caller ID phone number is listed.
MMM DD HH:MM xM The month and day that the call was missed is listed along with the time (hour,
minute and an indication of AM or PM).
How can I view my received calls?
Up to 50 of your received calls can be displayed for either of the Vonage phone lines you’ve activated on
your V-Portal, phone line 1 or phone line 2.
Display a list of the calls you received on phone line 1 by choosing Call Logs > Phone Line 1 > Received
Calls. Display a list of the calls you received on phone line 2 by choosing Call Logs > Phone Line 2 >
Received Calls.
A list of the calls you received is displayed in the format:
Phone Number of
your caller Your caller’s Caller ID phone number is listed.
MMM DD HH:MM xM The month and day that the call was received is listed along with the time (hour,
minute and an indication of AM or PM).
How can I view my dialed calls?
Up to 50 of your dialed calls can be displayed for either of the Vonage phone lines you’ve activated on your
V-Portal, phone line 1 or phone line 2.
Display a list of the calls you dialed on phone line 1 by choosing Call Logs > Phone Line 1 > Dialed Calls.
Display a list of the calls you received on phone line 2 by choosing Call Logs > Phone Line 2 > Dialed
Calls.
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. 16

Vonage V-Portal User Guide
A list of the calls you dialed is displayed in the format:
Phone Number of the
person you called The phone number of the person you called is listed.
MMM DD HH:MM xM The month and day that the call was dialed is listed along with the time (hour,
minute and an indication of AM or PM).
Can I call someone from my missed calls log?
Sure. There’s no need to leave your missed calls log to dial a phone number on the list. You can dial directly
from your missed calls log.
When you’re viewing your list of missed calls, either pick up your phone and get a dial tone or leave your
phone handset resting in its cradle (on-hook). Use the and buttons on the V-Portal to move to the
number you’d like to dial and press SELECT>. When the new menu displays, select Dial to place a call to
the selected number. If you picked up your phone and heard a dial tone before dialing, your call is simply
placed. If your phone was on-hook before dialing, the V-Portal rings your phone to let you know the call was
placed. Pick up your phone to speak with the person you called.
While the call is being placed the phone number being dialed is displayed. Once the call goes through, a
message displays indicating which line is in use, either “Line 1 in use” or “Line 2 in use.”
Can I call someone from my received calls log?
Sure. There’s no need to leave your received calls log to dial anyone you’ve received a call from in the past.
You can dial directly from your received calls log.
When you’re viewing your list of received calls, either pick up your phone and get a dial tone or leave your
phone handset resting in its cradle (on-hook). Use the and buttons on the V-Portal to move to the
number you’d like to dial and press SELECT>. When the new menu displays, select Dial to place a call to
the selected number. If you picked up your phone and heard a dial tone before dialing, your call is simply
placed. If your phone was on-hook before dialing, the V-Portal rings your phone to let you know the call was
placed. Pick up your phone to speak with the person you called.
While the call is being placed the phone number being dialed displays. Once the call goes through, a
message displays indicating which line is in use, either “Line 1 in use” or “Line 2 in use.”
Can I call someone from my dialed calls log?
Sure. There’s no need to leave your dialed calls log to dial any phone number you’ve dialed in the past. You
can dial directly from your dialed calls log.
When you’re viewing your list of dialed calls, either pick up your phone and get a dial tone or leave your
phone handset resting in its cradle (on-hook). Use the and buttons on the V-Portal to move to the
number you’d like to dial and press SELECT>. When the new menu displays, select Dial to place a call to
the selected number. If you picked up your phone and heard a dial tone before dialing, your call is simply
placed. If your phone was on-hook before dialing, the V-Portal rings your phone to let you know the call was
placed. Pick up your phone to speak with the person you called.
While the call is being placed the phone number being dialed displays. Once the call goes through, a
message displays indicating which line is in use, either “Line 1 in use” or “Line 2 in use.”
How can I delete an entry from my missed calls log?
Want to remove a phone number from your missed calls log? Easy! When you’re viewing your list of missed
calls, use the and buttons to move to the number you’d like to delete and press SELECT>. When the
new menu displays, select Erase to delete the selected entry.
A confirmation message displays: “Erase?” along with the phone number. Simply press SELECT> and the
selected entry is removed. The log redisplays without the deleted entry.
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. 17

Vonage V-Portal User Guide
How can I delete an entry from my received calls log?
Want to remove a phone number from your received calls log? Easy! When you’re viewing your list of
received calls, use the and buttons to move to the number you’d like to delete and press SELECT>.
When the new menu displays, select Erase to delete the selected entry.
A confirmation message displays: “Erase?” along with the phone number. Simply press SELECT> and the
selected entry is removed. The log redisplays without the deleted entry.
How can I delete an entry from my dialed calls log?
Want to remove a phone number from your dialed calls log? Easy! When you’re viewing your list of dialed
calls, use the and buttons to move to the number you’d like to delete and press SELECT>. When the
new menu displays, select Erase to delete the selected entry.
A confirmation message displays: “Erase?” along with the phone number. Simply press SELECT> and the
selected entry is removed. The log redisplays without the deleted entry.
How can I tell how much time was spent on a call I received?
When you’re viewing your list of received calls, use the and buttons to move to the entry you’d like
the duration of and press SELECT>. When the new menu displays, select View Call Timer and the call
length displays in the format XXh XXm XXs (hours minutes seconds).
How can I tell how much time was spent on a call I dialed?
When you’re viewing your list of dialed calls, use the and buttons to move to the entry you’d like the
duration of and press SELECT>. When the new menu displays, select View Call Timer and the call length
displays in the format XXh XXm XXs (hours minutes seconds).
How can I get my Voicemail?
Can’t remember what to dial to retrieve your Voicemail? That’s not a problem with the V-Portal. Simply use
the V-Portal Easy Dialing menu to place calls to Vonage’s Voicemail PlusSM for either of the Vonage phone
lines you’ve activated on your V-Portal, phone line 1 or phone line 2.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Voicemail to retrieve your voicemail for
phone line 1. Or, if you’ve activated a second Vonage line, choose Easy Dialing > Phone Line 2 >
Voicemail for phone line 2. If you didn’t pick up your phone handset before initiating the call, the V-Portal
rings your phone when the call is placed. Simply pick up your phone’s handset and retrieve your Voicemail.
If you try to retrieve voicemail when someone else in your home or office is already using the Vonage phone
line, you’ll see the message "Line n in use" displayed on the V-Portal. This message identifies the line that’s
in use, either Phone Line 1 or Phone Line 2.
Of course you can also access your voicemail from any phone, from your Vonage Online Account or through
your email. See Voicemail Plus for complete details.
How can I get directory information?
Vonage’s 411 Enhanced Dialing service makes it easy to access comprehensive directory listings in the US,
Canada, Puerto Rico, UK, and more. And Vonage takes 411 dialing a step further by providing more than
just residential and business phone listings, Vonage even provides movie listings, airline flight times, etc.
There’s no need to remember the number for this low cost Vonage feature, simply use the V-Portal Easy
Dialing menu to place calls to Vonage’s 411 Enhanced Dialing from either of the Vonage phone lines you’ve
activated on your V-Portal, phone line 1 or phone line 2. Each Enhanced 411 call that you make is just 99
cents and gets you up to two listings.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Directory Info to call from phone line 1.
Or, if you’ve activated a second Vonage line, choose Easy Dialing > Phone Line 2 > Directory Info to use
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. 18

Vonage V-Portal User Guide
phone line 2. A call is placed to the Vonage 411 Enhanced Dialing service. If you didn’t pick up your phone
handset before initiating the call, the V-Portal rings your phone when the call is placed. Simply pick up your
phone’s handset to be connected to a directory assistance operator.
If you try to call 411 Enhanced Dialing when someone else in your home or office is already using the
Vonage phone line, you’ll see the message "Line n in use" displayed on the V-Portal. This message
identifies the line, either Phone Line 1 or Phone Line 2, that’s in use.
Of course you can also dial 411 directly from any Vonage phone. See 411 Enhanced Dialing for complete
details.
I just missed a call… how can I easily dial back the caller?
Simply use Vonage’s Call Return feature and you never have to worry about missing a call. Call Return
allows you to dial back the last call made to you from anywhere in the US or Canada. There’s no need to
remember the number for this free Vonage feature, simply use the V-Portal Easy Dialing menu to return the
call received on either of the Vonage phone lines you’ve activated on your V-Portal, phone line 1 or phone
line 2.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Call Return to return a call received on
phone line 1. Or, if you’ve activated a second Vonage line, choose Easy Dialing > Phone Line 2 > Call
Return for phone line 2. A call is placed to the last person that called you on that line. If you didn’t pick up
your phone handset before initiating the call, the V-Portal rings your phone when the call is placed. Simply
pick up your phone’s handset to return the last call made to you.
If you try to use the Call Return feature when someone else in your home or office is already using the
Vonage phone line, you’ll see the message "Line n in use" displayed on the V-Portal. This message
identifies the line, either Phone Line 1 or Phone Line 2, that’s in use.
Of course you can also return the call directly from your Vonage phone. See Call Return for complete
details.
How can I stop those annoying anonymous calls?
Simply enable Vonage’s Anonymous Call Block feature to stop receiving calls from anonymous callers. All
calls marked from callers who have deliberately blocked their Caller ID will be sent to a system message
indicating that you do not accept anonymous calls. There’s no need to remember the number for this free
Vonage feature, simply use the V-Portal Easy Dialing menu to enable or disable the Anonymous Call Block
feature for either of the Vonage phone lines you’ve activated on your V-Portal, phone line 1 or phone line 2.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Anonymous Block, then choose to
Enable or Disable the feature for phone line 1. Or, if you’ve activated a second Vonage line, choose Easy
Dialing > Phone Line 2 > Anonymous Block for phone line 2. If you didn’t pick up your phone handset
before initiating the call, the V-Portal rings your phone when the call is placed. Simply pick up your phone’s
handset and enable or disable this feature.
If you try to enable or disable the Anonymous Call Block feature when someone else in your home or office
is already using the Vonage phone line, you’ll see the message “Line n in use” displayed on the V-Portal.
This message identifies the line, either Phone Line 1 or Phone Line 2, that’s in use.
Of course you can also enable or disable the Anonymous Call Block feature from your Vonage phone or
Online Account. See Anonymous Call Block for complete details.
How can I temporarily stop all calls to my Vonage number?
Tired of the phone ringing in the middle of something important? With Vonage Do Not Disturb, you can
easily block all incoming calls. Plus, we make it easy for you to turn it on or off - simply use the V-Portal
Easy Dialing menu to enable or disable the Do Not Disturb feature for either of the Vonage phone lines
you’ve activated on your V-Portal, phone line 1 or phone line 2.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Do Not Disturb, then choose to
Enable or Disable the feature for phone line 1. Or, if you’ve activated a second Vonage line, choose Easy
Dialing > Phone Line 2 > Do Not Disturb for phone line 2. If you didn’t pick up your phone handset before
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. 19

Vonage V-Portal User Guide
initiating the call, the V-Portal rings your phone when the call is placed. Simply pick up your phone’s handset
and enable or disable this feature.
If you try to enable or disable the Do Not Disturb feature when someone else in your home or office is
already using the Vonage phone line, you’ll see the message “Line n in use” displayed on the V-Portal. This
message identifies the line, either Phone Line 1 or Phone Line 2, that’s in use.
Of course you can also enable or disable the Do Not Disturb feature from your Vonage phone or Online
Account. See Do Not Disturb for complete details.
How can I forward all my calls to a different phone number?
Going to be away from your Vonage phone and still want to receive your calls? With Vonage Enhanced Call
Forwarding, you can easily send all incoming calls to a different phone number, like your cell phone. Plus,
we make it easy for you to turn it on or off - simply use the V-Portal Easy Dialing menu to enable or disable
the Call Forwarding feature for either of the Vonage phone lines you’ve activated on your V-Portal, phone
line 1 or phone line 2.
Start at the main menu and choose Easy Dialing > Phone Line 1 > Call Forward, then choose to Enable
or Disable the feature for phone line 1. Or, if you’ve activated a second Vonage line, choose Easy Dialing >
Phone Line 2 > Call Forward for phone line 2. If you didn’t pick up your phone handset before initiating the
call, the V-Portal rings your phone when the call is placed. Simply pick up your phone’s handset and enable
or disable this feature.
If you try to enable or disable the Enhanced Call Forwarding feature when someone else in your home or
office is already using the Vonage phone line, you’ll see the message “Line n in use” displayed on the V-
Portal. This message identifies the line, either Phone Line 1 or Phone Line 2, that’s in use.
Of course you can also enable or disable the Enhanced Call Forwarding feature from your Vonage phone or
Online Account. See Enhanced Call Forwarding for complete details.
What’s the status of my Vonage phone line(s)?
To display the current status of your Vonage phone line, start at the main menu and choose Status > Phone
Line 1 or Phone Line 2.
•If the Vonage phone line is ready for phone calls, the phone number of the selected phone line
displays.
•If the Vonage phone line has not been set up (activated) for Vonage phone service, the
message "Line not set up. No phone number" displays. If you purchased your Vonage V-Portal
at a retail store, bring up www.vonage.ca/activate on a web browser and activate the V-Portal.
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. 20