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Vonage Maybe someone here may be able to help. I spent days trying to figure out this one



Maybe someone here may be able to help. I spent days trying to figure out this one and TWC is not trying to help at all other than tell me it's not their problem as I don't have their Voip phone but Vonage instead.


Vonage ticket number: 3160758
Spoke with Richard today who tried desparately to help but unfortunately I spent my entire day fighting the Time Warner Cable people to no avail.

Location: San Diego, CA
ISP name: Time Warner Cable twcsd.com via cable internet
upload speed: Varies between 50 and 250 kbps
Download speed: Usually around 2.9 Mbps
Modem: Motorola Surfboard SB4200
Router: D-Link DI-524 (hardwired through CAT-5 to ATA)
ATA: Cisco 186-I1
ATA firmware: Latest
Network setup: Motorola modem -> D-Link router -> ATA
Issues experienced: Choppy audio for 10 seconds at a time every 30 seconds to 1 minute on reception mostly.

Details from testyourvoip.com are included below:

Montreal to San Diego (where the Voip line is located)
Note the 78% packet loss!!!!!

MOS
2.0 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 19.1%
Latency 0.09 2.9%
Packet Discards 0.00 0.0%
Packet Loss 2.35 78.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 257 ms
Packet Discards 0.0%
Packet Loss 10.8%
Loss Periods
Min: 20 ms
Avg: 100 ms
Max: 260 ms
Burst Loss
Jitter
Min: 4 ms
Avg: 7 ms
Max: 280 ms
Signaling Quality
Post-Pickup Delay 960 ms
Call Setup Time 972 ms
Media Delay 991 ms

San Diego to Montreal

MOS
4.2 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 68.1%
Latency 0.05 6.3%
Packet Discards 0.21 25.5%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 257 ms
Packet Discards 0.9%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss
Jitter
Min: 0 ms
Avg: 5 ms
Max: 48 ms
Signaling Quality
Post-Dial Delay 953 ms
Call Setup Time 969 ms
Media Delay 3016 ms



My results are 2.0/5.0 from montreal to san diego and
4.5/5.0 from san diego to montreal

I live in San Diego and that's exactly the problem I'm having: keeps breaking up when listening to people I talk to.
I've done testing all day and found out that most of the time, my upload speed is below the Vonage requirement of 90 kbps. Most times I'm around 70 kbps.

And that's not all...

I've done traceroutes and while most hops are usually well within 100 ms, there is a switch at AT&T NYC that's giving me the following results:

13 2941 ms * 85 ms tbr1-cl14.n54ny.ip.att.net [12.122.10.1]

If you guys want to test it to, just go to RUN and type CMD
then type:
tracert 12.144.47.129 (that's the Vonage server IP address)

Don't do it just once, keep doing it until eventually you see the big numbers appear. and then clip and paste it in here so we can all share the information together.

ms stands for milliseconds 1 thousand's of a second.
This represents the amount of time it takes a specific packet to go from server to server. If you see anything larger than say 500 ms, that's not normal.

Please report that switch to Vonage and your internet carrier.
Time Warner gives me the run around and tells me there's nothing they can do about it....

Strangely all of this started happening when after they wanted to sell me their Voip phone service and I told them I was with Vonage already, soon thereafter I was starting to have the problem.

Coincidence? Who knows... but I know I had been using Vonage for over 2 years before and it was always as clear as a bell.

If anyone has a suggestion, I would be thrilled.

Pete, StepNjump



Read The Full Thread:

Choppy audio in San Diego on RECEPTION


ZOINKS!!!!!! What I would do is download the free trial of pingplotter at www.pingplotter.com
How about test results to/from Boston?
Vonager, Just did the test right now and I get a 4.0/5.0 but I bet you if I try
Tested 4 times now Montreal and Boston and it seems to be consistently good tonight. Maybe
Your not alone in this. I have TWC Houston and have experienced choppy audio that
This is sad because vonage is a great service. It's strange to know that all
If you are openly admitting (correct me if I am wrong) that the issue is a TWC issue,
Good point but I think Vonage should at least follow up or at least acknowledge
I understand... But myself and others here, who are far more knowledgable than

StepNjump posted "Maybe someone here may be able to help. I spent days trying to figure out this one" on 10/17/2005

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†AK and HI residents pay $29.95 shipping. ††Limited time offer. Valid for residents of the United States (&DC), 18 years or older, who open new accounts. Offer good while supplies last and only on new account activations. One kit per account/household. Offer cannot be combined with any other discounts, promotions or plans and is not applicable to past purchases. Good while supplies last. Allow up to 2 weeks for shipping. Other restrictions may apply.

1Unlimited calling and other services for all residential plans are based on normal residential, personal, non-commercial use. A combination of factors is used to determine abnormal use, including but not limited to: the number of unique numbers called, calls forwarded, minutes used and other factors. Subject to our Reasonable Use Policy and Terms of Service.

2Shipping and activation fees waived with 1-year agreement. An Early Termination Fee (with periodic pro-rated reductions) applies if service is terminated before the end of the first 12 months. Additional restrictions may apply. See Terms of Service for details.

HIGH SPEED INTERNET REQUIRED. †VALID FOR NEW LINES ONLY. RATES EXCLUDE INTERNET SERVICE, SURCHARGES, FEES AND TAXES. DEVICE MAY BE REFURBISHED. If you subscribe to plans with monthly minutes allotments, all call minutes placed from both from your home and registered ExtensionsTM phones will count toward your monthly minutes allotment. ExtensionsTM calls made from mobiles use airtime and may incur surcharges, depending on your mobile plan. Alarms, TTY and other systems may not be compatible. Vonage 911 service operates differently than traditional 911. See www.vonage.com/911 for details.

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