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Vonage Location: West Saint Paul, MN 55118 (area code 651) ISP: Comcast High Speed



Location: West Saint Paul, MN 55118 (area code 651)
ISP: Comcast High Speed Cable Internet
Speeds: 6Mbps/384Kbps
Modem: Motorola SB5100 SurfBoard cable modem
Router: VTech ip8100 broadband phone
Network: modem->router->computer
Issues: (1) Voice of incoming caller drops out for long periods; (2) Choppy audio - parts of words are cut off; (3) Phone will not ring - call goes directly to voicemail; (4) Call will not connect when telephone button is pressed - we get a dial tone and the call goes to voicemail.
Occurrence: Infrequently, but began recently: (the past couple months). Choppy audio occurs frequently.

-
Tracing route to www.comcast.net [63.240.76.72]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms ip8100.vtechvoip [192.168.15.1]
2 10 ms 6 ms 5 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.1
13.108.1]
3 7 ms 5 ms * GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.
87.177.25]
4 7 ms * 6 ms te-8-3-ur02.invergrove.mn.minn.comcast.net [68.8
7.174.170]
5 6 ms 5 ms * te-8-4-ur01.newport.mn.minn.comcast.net [68.87.1
74.174]
6 10 ms 7 ms * te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.
81]
7 7 ms 7 ms * te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.
77]
8 7 ms * 6 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87
.174.73]
9 17 ms 19 ms 16 ms 12.118.239.169
10 35 ms 35 ms 35 ms tbr2-p012301.cgcil.ip.att.net [12.123.6.13]
11 36 ms 37 ms 36 ms tbr2-cl3641.phlpa.ip.att.net [12.122.10.94]
12 35 ms 35 ms 33 ms gar2-p390.phlpa.ip.att.net [12.123.137.205]
13 36 ms 36 ms 36 ms mdf1-gsr12-1-pos-6-0.nyc3.attens.net [12.122.255
.126]
14 40 ms 37 ms 36 ms mdf2-bi8k-2-ve-25.nyc3.attens.net [63.240.64.98]

15 37 ms 37 ms 38 ms 192.168.72.77
16 38 ms 38 ms 38 ms 192.168.201.12
17 38 ms 37 ms 37 ms www.comcast.net [63.240.76.72]
-
Tracing route to www.yahoo-ht2.akadns.net [209.73.186.238]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms ip8100.vtechvoip [192.168.15.1]
2 6 ms 5 ms 5 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.1
13.108.1]
3 7 ms * 6 ms GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.
87.177.25]
4 7 ms 5 ms * te-8-3-ur02.invergrove.mn.minn.comcast.net [68.8
7.174.170]
5 7 ms * 7 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.1
74.174]
6 7 ms 5 ms * te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.
81]
7 5 ms * 7 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.
77]
8 7 ms * 7 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87
.174.73]
9 16 ms 17 ms 16 ms 12.118.239.169
10 23 ms 17 ms 17 ms tbr2-p012301.cgcil.ip.att.net [12.123.6.13]
11 17 ms 18 ms 16 ms ggr2-p390.cgcil.ip.att.net [12.123.6.37]
12 18 ms 17 ms 16 ms 192.205.33.186
13 19 ms 17 ms 21 ms ae-31-53.ebr1.Chicago1.Level3.net [4.68.101.94]

14 20 ms 18 ms 17 ms ae-1-100.ebr2.Chicago1.Level3.net [4.69.132.42]

15 * 36 ms 36 ms ae-2.ebr2.Washington1.Level3.net [4.69.132.70]
16 38 ms 36 ms 36 ms ae-21-56.car1.Washington1.Level3.net [4.68.121.1
78]
17 37 ms 39 ms 37 ms 4.79.228.2
18 38 ms 37 ms 48 ms ge-2-1-0-p150.msr2.re1.yahoo.com [216.115.108.21
]
19 38 ms 38 ms 37 ms ge-1-44.bas-a2.re3.yahoo.com [66.196.112.207]
20 48 ms 39 ms 36 ms www.yahoo.com [209.73.186.238]
-
Tracing route to www.qwest.com [155.70.40.252]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms ip8100.vtechvoip [192.168.15.1]
2 5 ms 5 ms 8 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.1
13.108.1]
3 6 ms 11 ms * GE-1-38-ur02.invergrove.mn.minn.comcast.net [68.
87.177.29]
4 7 ms * 6 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.1
74.174]
5 6 ms * 6 ms te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.
81]
6 6 ms * 10 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.
77]
7 6 ms 6 ms 8 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87
.174.73]
8 23 ms 22 ms 22 ms 12.117.139.205
9 24 ms 23 ms 23 ms tbr2-p033701.sl9mo.ip.att.net [12.123.24.206]
10 24 ms 23 ms 24 ms tbr2-cl7.cgcil.ip.att.net [12.122.10.45]
11 22 ms 24 ms 24 ms ggr3-ge110.cgcil.ip.att.net [12.123.4.253]
12 22 ms 22 ms 23 ms att-gw.chi.qwest.net [192.205.32.98]
13 23 ms 23 ms 23 ms cer-core-02.inet.qwest.net [205.171.139.61]
14 60 ms 59 ms 59 ms dia-core-02.inet.qwest.net [67.14.1.218]
15 70 ms 60 ms 60 ms dvr-edge-03.inet.qwest.net [205.171.10.78]
16 61 ms 59 ms 60 ms 63.145.64.10
17 62 ms 60 ms 59 ms 155.70.33.133
18 61 ms 60 ms 59 ms 155.70.42.103
19 * 60 ms 61 ms ddcdmzstub02.qwest.net [155.70.33.46]
20 60 ms 61 ms 61 ms www.qwest.com [155.70.40.252]
-
Pinging www.comcast.net [63.240.76.72] with 32 bytes of data:

Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=40ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51
Reply from 63.240.76.72: bytes=32 time=38ms TTL=51
Reply from 63.240.76.72: bytes=32 time=36ms TTL=51
Reply from 63.240.76.72: bytes=32 time=37ms TTL=51

Ping statistics for 63.240.76.72:
Packets: Sent = 52, Received = 52, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 36ms, Maximum = 40ms, Average = 36ms
-
Modem Signals Stats:
Downstream Power Level: -3dBmV
Downstream Signal to Noise Ratio: 39dB
Upstream Power Level: 47 dBmV
-
Occurrence:
The voice of incoming callers has dropped out on 4 different occasions, all in the evening. Tests from sites like dslreports.com, bandwidth.com, and testyourvoip.com consistently report packet loss (or low QoS) that is hindering our connection. There has always been choppy audio, but we put up with that since starting our Voip service in March - until the voice dropouts began recently. The other glitches occur randomly, during any part of the day.
-
Network Health:
Always listed in as "Healthy" in our area code.
-
Power-cycle All Equipment:
Done this several times. Left everything off all night last night, then proceded with a clean cycle this morning. Same results.
-
Contact Comcast Support:
I've done the Live Chat and e-mail support on several occasions. It's been a frustrating experience. Every support rep tests my modem and doesn't find any problem. When I run the tracert and ping tests, they claim the numbers are fine. Whenever I present data from the Voip quality tests offered online - those that show the packet loss when my computer is pinged from an outside source - Comcast refuses to acknowledge those test results. It is my belief that our connection is not optimally routed to receive voice data. We start losing data at the same hop: Host(s) 12.117.139.206/12.118.239.170
-
Inspect the Coaxial Lines:
Our house was wired in 2004. It comes from the pole in our back yard to a junction box on the back of the house. It splits from there: one line goes to our TV in the living room. The second line runs to a junction box on the side of our house. It splits there: one line going to a bedroom upstairs (the line is capped with a terminator); the other line goes to to the master bedroom where the installation tech put a splitter to accomodate a TV and our cable modem. I've tried taking this splitter off and running directly to the modem - there was no improvement. There doesn't seem to be a problem with our connection here: our speed is typically good and relatively constant, and our modem doesn't disconnect. The Voip tests indicate, however, that packets are being lost at the same hop: Host(s) 12.117.139.206/12.118.239.170 en route to us.
-
Routers:
Currently, we have a VTech ip8100 broadband phone connected between the Motorola SB5100 SurfBoard cable modem and our computer. I have run all the tests suggested both with the router connected and with it disconnected, and the results remain the same.
-
Check IP Lease Time:
Configured our router to allow 1-week lease time.
-
Slow Connection Speeds:
My speeds are almost always near the advertised 6Mbps/384Kbps. Sometimes the download speeds test much faster (likely due to the dowload speed boost enhancement to our connection recently implemented by Comcast in our area).
-
Update Operating System and Security Programs:
Windows XP Home Edition SP2. I have Automatic Updates turned on and make sure everything is running smoothly. I use Avast! anti-virus and keep it up to date. I use the WinXP firewall and have tested with it both on & off.
-
Tweak Test:
Ran the Tweak Tester II from dslreports.com: (http://www.dslreports.com/tweakr/block:1a1337?
service=cable&speed=6000&os=winXP&via=normal). The results all come back "good" except for a 1 second+ stall, which is directly linked to the route Hop that is losing packets, currently: 12.118.239.170 - which is evident when I run the Line Quality Test from the same site: (http://www.dslreports.com/quality/nil/2091147).
-
Voip Speed Test results from this site:

Speed test statistics
-
Download speed: 9162496 bps
Upload speed: 368400 bps
Quality of service: 46 %
Download test type: socket
Upload test type: socket
Maximum download pause: 52 ms
Average download pause: 2 ms
Minimum round trip time to server: 42 ms
Average round trip time to server: 71 ms

Voip test statistics
-
Jitter: you -> server: 6.9 ms
Jitter: server -> you: 8.4 ms
Packet loss: you -> server: 0.0 %
Packet loss: server -> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 6
Estimated MOS score: 3.9



Read The Full Thread:

Voice dropout & choppy audio with Comcast - W St Paul, M


I was told by someone on the Comcast forum that the location of the packet loss we
I too am having this same problem... (near Chicago, IL) For me it's because

jgkoch posted "Location: West Saint Paul, MN 55118 (area code 651) ISP: Comcast High Speed" on 09/16/2006

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