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Hello, It's
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jeddaisg Posted:
Hi all We have
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our call quality

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You can recollect
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Vonage Hi, I was hoping someone on here might be able to lend me some assistance. I


I was hoping someone on here might be able to lend me some assistance. I have a client that I set up Vonage for (it's a small company - 2 people - sharing an office with a larger office and they were previously using the larger office's telephones and network) in order to expand to 2 lines and save some money. I arranged to get them 2 business lines with Vonage (plus a free fax line) and 2 Vonage adapters (one adapter for both the fax and one of the business lines and the other adapter for a secondary business line / line for the assistant). Initially, they were using Vonage on a shared T1 line and they had issues with call quality (such as momentary, sporadic drops in the call on their end throughout the day). I then arranged to have Verizon install DSL (768K up / 3 MB down) service for them and moved their entire network over to the DSL line. Aside from using Vonage on the DSL line, they do normal business activity on it (email, web browsing, etc.) as well as usually maintain an outbound VPN connection to another site for most of the day. However, I didn't think this would eat up enough of the bandwidth to cause problems with Vonage, and figured they'd have plenty to solve the existing issues they were having using Vonage on the shared T1 line.

Unfortunately, this doesn't seem to be the case. The client is still reporting that they are experiencing call quality issues with Vonage, especially more in the afternoon although its sporadic and seems to occur almost randomly. However, when they do occur, the quality is so poor (drops throughout the conversation, lags, etc.) that they have to disconnect and then redial the other party.

The network is set up as follows:
DSL -> Netgear Wireless Router running DD-WRT ->
Patch Panel -> Jack in office -> Linksys 5-port Switch ->
Vonage Adapter ->
Fax Machine
Computer #1
QNAP TS-101 NAS Device
Wireless Connection to Netgear WGPS606 -> Linksys 5-port Switch ->
Computer acting as File Server (running FreeNAS)
Computer #2
Vonage Adapter ->
Assistant's Phone

I would imagine that there would be more problems with the wireless connection Vonage adapter, but it seems there are many issues with the wired connection Vonage adapter (to be fair, the wired connection Vonage phone is the one used more often, so more problems would be noticed, but there still shouldn't be any problems at all!).

I ran PingPlotter on Computer #1 above (which is plugged into the same 5-port switch as the Vonage adapter) and it showed an average in the 70's, although there were times when I got different results when the Vonage line was being used. For instance, I believe there was a call being made between sometime around 4:47 PM, and here are the PintPlotter stats for around that time:

"7/17/2009 4:45:48 PM",0,22,22,24,24,25,71,71,70,71,70,70,70
"7/17/2009 4:46:03 PM",0,33,23,25,24,25,71,71,70,71,70,70,70
"7/17/2009 4:46:18 PM",0,228,196,164,174,278,290,260,227,193,180,169,182
"7/17/2009 4:46:33 PM",0,216,227,196,164,175,194,160,126,227,192,292,305
"7/17/2009 4:46:48 PM",0,51,147,244,206,257,271,226,232,243,243,209,169
"7/17/2009 4:47:03 PM",0,173,140,107,81,49,200,168,223,192,200,190,143
"7/17/2009 4:47:18 PM",0,24,25,26,26,77,73,73,242,208,174,154,103
"7/17/2009 4:47:33 PM",0,66,28,25,124,85,137,150,150,118,78,70,174
"7/17/2009 4:47:48 PM",0,112,71,34,24,127,136,142,148,110,91,70,71
"7/17/2009 4:48:03 PM",0,138,330,300,261,224,234,198,163,124,84,74,71
"7/17/2009 4:48:18 PM",0,22,23,24,24,25,71,70,71,71,70,70,71
"7/17/2009 4:48:33 PM",0,109,171,134,95,56,71,73,71,70,232,191,156
"7/17/2009 4:48:48 PM",0,27,22,25,24,24,71,71,71,71,70,70,71
"7/17/2009 4:49:03 PM",0,24,23,34,26,25,71,70,72,220,183,146,108
"7/17/2009 4:49:18 PM",0,35,26,25,24,25,71,71,70,71,70,78,71
"7/17/2009 4:49:33 PM",0,22,23,190,152,117,126,87,72,70,93,278,212
"7/17/2009 4:49:48 PM",0,22,22,24,65,166,173,134,95,71,70,70,71
"7/17/2009 4:50:03 PM",0,22,23,25,24,25,71,71,211,172,133,92,74

Another one was apparently made at 4:38 PM, and here are the PingPlotter stats for around that time:

"7/17/2009 4:36:48 PM",0,22,22,24,24,25,71,101,219,180,140,101,70
"7/17/2009 4:37:03 PM",0,22,22,198,159,120,128,88,71,72,71,70,71
"7/17/2009 4:37:18 PM",0,112,74,37,24,25,70,232,192,154,114,75,70
"7/17/2009 4:37:33 PM",0,22,22,24,31,205,162,129,94,71,108,236,72
"7/17/2009 4:37:48 PM",0,24,25,26,26,27,73,237,203,170,152,119,85
"7/17/2009 4:38:03 PM",0,54,22,24,24,25,71,230,191,152,111,71,70
"7/17/2009 4:38:18 PM",0,22,22,24,29,24,71,70,71,71,70,70,70
"7/17/2009 4:38:33 PM",0,53,36,24,24,30,221,188,158,125,111,94,71
"7/17/2009 4:38:48 PM",0,23,23,96,24,25,71,70,70,88,93,70,71
"7/17/2009 4:39:03 PM",0,22,22,26,33,24,71,70,82,71,70,101,83
"7/17/2009 4:39:18 PM",0,22,22,24,24,25,71,70,71,122,86,70,70
"7/17/2009 4:39:33 PM",0,22,22,25,25,25,221,187,153,118,85,72,71
"7/17/2009 4:39:48 PM",0,109,76,45,24,25,71,226,192,160,126,93,70
"7/17/2009 4:40:03 PM",0,22,22,24,24,25,71,72,71,71,70,70,71
"7/17/2009 4:40:18 PM",0,22,22,24,187,154,166,132,97,71,70,70,234
"7/17/2009 4:40:33 PM",0,23,24,140,27,28,73,73,73,72,72,72,72

I honestly don't know how to proceed at this point. Is this an issue with Verizon, with Vonage, with my network layout or wiring, or something else? Should I attempt to lower the call quality bandwidth via Vonage's control panel (I believe I can do that somewhere - maybe via their online web interface)? Is it possible it's a bad adapter? Is there something else I can try? Any help is greatly appreciated, as the client is getting extremely frustrated and I want to do whatever I can to assist them and resolve this issue. Any help is greatly appreciated!! Thanks!

Read The Full Thread:

Poor Call Quality & Sporadic Issues with Business Lines

First, I am not completely familiar with PingPlotter but I'm going to assume those
Yup, I believe that's what those #'s are (although I'm not that familiar with the
Also, what priority should I set the RTP protocol too (i.e. premium, exempt, express,
A ping measures the round trip time to an internet host and back so the time to from
Trekloger - thanks for all the info. So, if the jitter is what's causing the issue,
So after making the changes, it seems as if the Vonage adapter that is wired seems

mbressman posted "Hi, I was hoping someone on here might be able to lend me some assistance. I" on 07/19/2009

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