Vonage VDV21-VD 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 plug in 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.
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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 color 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.
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
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 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.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For phone cord
recommendations, see What kind of telephone cord should I use in the phone ports of
the V-Portal?
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
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 conne
the phones for your secondary line to the V-Portal. You’ll also see this icon displayed on the
sta
-Portal
ct
tus bar of the LCD and Web UI when you can place and receive phone calls using Phone Line
2.
ur V-Portal. For phone cord
recommendations, see What kind of telephone cord
Tip: You’ll typically use a standard two-wire phone cord with yo
should I use in the phone ports of
the V-Portal?
Informational LEDs
Two light-emitting diodes (LED) are located on the sides of both the blue Internet port and the
ft
e
et (LAN) port is blinking green, data is being sent either to or from your
quipment (such as a computer or router) connected to the V-Portal’s Ethernet (LAN) port.
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 le
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 th
right of the Ethern
e
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
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Section 11 which explains limitations on Warranty, Remedy and Liability. 4

Vonage V-Portal User Guide
IP Address. You can even run diagnostic tests from the LCD menu. Vonage V-Portal LCD Menu
provides complete details for using the menu.
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.
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.
2. Drill two holes into the wall at the marked wall-mount slot positions and insert an anchor
in each hole.
3. Insert a #4 or #6 screw into each anchor in your wall. Leave 0.25 inches (6.35 mm) of
each screw head exposed.
4. Maneuver the V-Portal so the wall-mount slots on the V-Portal line up with the two screws
in your wall.
5. 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.
LCD messages also report on everyday matters such as the phone number of a call you put on
hold and the number of new voicemail messages and missed calls.
A message will be displayed periodically to inform you of important news from Vonage.
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).
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
LCD Message Meaning
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 icon
displays on the LCD status bar.
The display backlight is on and set to High (full brightness).
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 icon displays on the LCD status bar. If the
LAN port is connected, the 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 icon displays in the status bar. If the LAN port
is connected, the 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.
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
LCD Message Meaning
The Internet icon displays in the status bar. If the LAN port
is connected, the 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.”
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 icon displays in the status bar. If the LAN port
is connected, the 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.
Rebooting “Rebooting” displays on the LCD before the V-Portal reboots
(powers down and back up again). This can happen if you reset
the device through the Web UI, reset by pressing the RESET
button on the back of the V-Portal, or if a firmware upgrade has
taken place.
This message is informational and there is no need to do
anything. The V-Portal automatically shuts down and restarts
again.
<Phone number> Hold Display of the phone number followed by “Hold” indicates that
you’ve put the call to that number on hold. If the number
consists of more than 10 digits, like an International number,
you’ll see the last 10 digits of the number displayed. For
example, an International call to 4412345678912 on hold
displays as “2345678912 Hold.”
xx New Messages The number of new voicemail messages is displayed on the
LCD. This message alternates with the number of missed calls,
if necessary.
If you’ve activated both phone lines on the V-Portal, the total
number of new voicemail messages for both lines is displayed.
xx Missed Calls The number of calls that came in but were not answered
(missed) is displayed on the LCD. This message alternates with
the number of voicemail messages, if necessary.
If you’ve activated both phone lines on the V-Portal, the total
number of missed calls on both lines is displayed.
View the Terms of Service by visiting the Vonage website at www.vonage.com/tos. Pay particular attention to
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Vonage V-Portal User Guide
LCD Message Meaning
<Scrolling message from
Vonage> When necessary, a message will scroll across your V-Portal LCD to inform you of important Vonage news.
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
View the Terms of Service by visiting the Vonage website at www.vonage.com/tos. Pay particular attention to
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Vonage V-Portal User Guide
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.
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
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Vonage V-Portal User Guide
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 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.
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
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.
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-VONAGE-HELP (1-866-243-4357) .
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
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.
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.
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
If you bought your V-Portal in a Retail store and have not activated it on the Vonage
website, please visit www.vonage.com/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]
Phone may be plugged into incorrect green port. Try other green port.
Check to see if you plugged your phone into the wrong green 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 green port.
You might also see this message if you’ve used a four-wire telephone cord to connect your FAX
machine to an active green port of your V-Portal. Using a standard two-wire telephone cord
normally resolves this problem.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For phone
cord recommendations, see What kind of telephone cord should I use in the phone ports
of the V-Portal?
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-VONAGE-HELP (1-866-243-4357) 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. 14

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-VONAGE-HELP (1-866-243-4357) 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 typically 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. To resolve the issue:
1. Plug your phone directly into green Phone Port 1.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run
Tests? to run the phone ports diagnostic test and determine if the error has been
corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 1 icon displays.
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.
You might also see this message if you’ve used a four-wire telephone cord to connect your FAX
machine to an active green port of your V-Portal. Using a standard two-wire telephone cord
normally resolves this problem. After you’ve replaced the telephone cord, run the phone ports
diagnostic test (System > Diagnostics > Test Phone Ports > Run Tests?). Start using Vonage
service when the Phone 1 icon displays.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For phone
cord recommendations, see What kind of telephone cord should I use in the phone ports
of the V-Portal?
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 typically 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. To resolve the issue:
1. Plug your phone directly into green Phone Port 2.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run
Tests? to run the phone ports diagnostic test and determine if the error has been
corrected.
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
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 2 icon displays.
If you would like to use your VDV21 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.
You might also see this message if you’ve used a four-wire telephone cord to connect your FAX
machine to an active green port of your V-Portal. Using a standard two-wire telephone cord
normally resolves this problem. After you’ve replaced the telephone cord, run the phone ports
diagnostic test (System > Diagnostics > Test Phone Ports > Run Tests?). When the Phone 2
icon displays, start using Vonage service.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For phone
cord recommendations, see What kind of telephone cord should I use in the phone ports
of the V-Portal?
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 typically 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..
For FAX Machines: You might see this message if you’ve used a four-wire telephone cord to
connect your FAX machine to green Phone Port 1 of your V-Portal. To resolve the problem:
1. Replace the four-wire telephone cord with a standard two-wire telephone cord.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run
Tests? to run the phone ports diagnostic test and determine if the error has been
corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 1 icon displays.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For
phone cord recommendations, see What kind of telephone cord should I use in
the phone ports of the V-Portal?
For Phones: Make sure the handset for each of your phones is sitting snugly in the phone cradle
(on-hook).
If any handsets were off-hook:
1. Put phones back on-hook.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run
Tests? to run the phone ports diagnostic test and determine if the error has been
corrected.
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
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during the
short time the test is running.
3. Start using Vonage service when the Phone 1 icon displays.
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 green Phone Port 1 of the V-Portal:
1. Replace the phone with a known good phone and a known good cord.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 1 icon displays.
•If you’re using your home wiring:
1. 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
running the phone ports diagnostic test (Start at the main menu and choose System
> Diagnostics > Test Phone Ports > Run Tests?).
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
2. If the V-Portal still displays this error after the test has completed you have found a
phone or phone cord that has a short. Replace it with a known good phone and a
known good cord.
3. Once you know each of your phones and phone cords are in good working condition,
plug the working phones into your wall jacks and run the phone ports diagnostic test
once again.
4. Start using Vonage service when the Phone 1 icon displays.
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 typically 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.
For FAX Machines: You might see this message if you’ve used a four-wire telephone cord to
connect your FAX machine to green Phone Port 2 of your V-Portal. To resolve the problem:
1. Replace the four-wire telephone cord with a standard two-wire telephone cord.
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
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 2 icon displays.
Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For
phone cord recommendations, see What kind of telephone cord should I use in
the phone ports of the V-Portal?
For Phones: Make sure the handset for each of your phones is sitting snugly in the phone cradle
(on-hook).
If any handsets were off-hook:
1. Put phones back on-hook.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run
Tests? to run the phone ports diagnostic test and determine if the error has been
corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during the
short time the test is running.
3. Start using Vonage service when the Phone 2 icon displays.
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 green Phone Port 2 of the V-Portal:
1. Replace the phone with a known good phone and a known good cord.
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 2 icon displays.
•If you’re using your home wiring:
1. 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
running the phone ports diagnostic test (Start at the main menu and choose System
> Diagnostics > Test Phone Ports > Run Tests?).
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
2. If the V-Portal still displays this error after the test has completed you have found a
phone or phone cord that has a short. Replace it with a known good phone and a
known good cord.
3. Once you know each of your phones and phone cords are in good working condition,
plug the working phones into your wall jacks and run the phone ports diagnostic test
once again.
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
4. Start using Vonage service when the Phone 2 icon displays.
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. To resolve the issue:
1. Make sure all your phones are hung up securely (on hook).
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 1 icon displays.
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. To resolve the issue:
1. Make sure all your phones are hung up securely (on hook).
2. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
3. Start using Vonage service when the Phone 2 icon displays.
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, run the phone ports diagnostic test to determine if the error has been corrected (Start
at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests?).
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
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during the short
time the test is running.
Start using Vonage service when the Phone 1 icon displays.
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, run the phone ports diagnostic test to determine if the error has been corrected (Start
at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests?).
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during the short
time the test is running.
Start using Vonage service when the Phone 2 icon displays.
Vonage Register Error [Code 204]
Unplug power connector and plug it in again. Wait until you see phone 1 and phone 2
icons 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 the phone lines
are ready to be used for phone calls.
If the V-Portal can not register Phone Line 1 and Phone Line 2 with the Vonage Network,
Vonage Register Error [Code 204] displays on the LCD of your V-Portal.
To resolve the issue:
1. Start at the main menu and choose System > Diagnostics > Test Phone Ports >
Run Tests? to run the phone ports diagnostic test and determine if the error has
been corrected.
Note: You will not be able to make or receive calls on Phone Port 1 or 2 during
the short time the test is running.
2. Start using Vonage service when the Phone 1 and 2 icons display.
3. If the problem still exists after the test is completed, check with your ISP to see if they
are blocking VoIP 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. 20