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Hard Wiring - Installation
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Vonage Shawn > Thank you. How may I help you? Jon > We are experiencing problems



Shawn > Thank you. How may I help you?
Jon > We are experiencing problems with packet loss and jittery connectivity with our High Speed Internet service.
Shawn > I apologize for any inconvenience you have experienced with your connection but I would be happy to assist you with this.
Shawn > I am going to check on the network status and run some tests to your modem now. When did the issue first start?
Jon > This past month.
Shawn > Do you connect your computer directly to your modem? Or do you use a router?
Jon > We route through a broadband phone (VTech ip8100) ...but the same problem occurs if we connect directly to the modem.
Shawn > Are you experiencing issues now? I'm not showing any outages in your area, and the connection to your modem is excellent. There is no latency on the network to your modem at the moment either. -73.113.90.20 PING Statistics-
25 packets transmitted, 25 packets received, 0% packet loss
round-trip (ms) min/avg/max = 40/41/51
Jon > Can you check the transmit and receive channel power?
Shawn > Both look great, no issues with stream power either.
Jon > I'm running PingPlotter and it shows 10-30% packet loss in a couple different areas before leaving the Comcast host.
Shawn > Can you run a traceroute to www.comcast.net and paste the results into this chat.
Jon > It won't let me send that many characters
Shawn > Then paste it into a notepad file, and copy and paste it in 2 parts.
Jon > 1 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms ip8100.vtechvoip [192.168.15.1]
2 6 ms 6 ms 5 ms 6 ms 6 ms 9 ms 5 ms 6 ms 7 ms 5 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.113.108.1]
3 6 ms 7 ms 6 ms 6 ms 6 ms 19 ms 5 ms 9 ms 5 ms 6 ms GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.87.177.25]
4 6 ms 7 ms 6 ms 6 ms 6 ms 11 ms 5 ms * 5 ms 6 ms te-8-3-ur02.invergrove.mn.minn.comcast.net [68.87.174.170]
5 8 ms 6 ms 5 ms 6 ms 6 ms 13 ms 5 ms 9 ms 7 ms 6 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.174.174]
Jon > 6 6 ms 7 ms 5 ms 6 ms 6 ms 6 ms 6 ms 6 ms 7 ms 6 ms te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.81]
7 6 ms 6 ms 7 ms 7 ms 6 ms * * 6 ms 8 ms 6 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.77]
8 6 ms 6 ms 8 ms 7 ms 6 ms 9 ms 5 ms 6 ms 7 ms 6 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87.174.73]
9 24 ms 21 ms 23 ms 23 ms 22 ms 22 ms 23 ms 23 ms 23 ms 23 ms [12.117.139.205]
10 41 ms 43 ms 42 ms 42 ms 41 ms 43 ms 42 ms 42 ms 42 ms 41 ms tbr2-p033701.sl9mo.ip.att.net [12.123.24.206]
Jon > 11 42 ms 42 ms 42 ms 40 ms 40 ms 40 ms 42 ms 41 ms 42 ms 42 ms tbr2-cl7.cgcil.ip.att.net [12.122.10.45]
12 42 ms 41 ms 42 ms 42 ms 42 ms 46 ms 41 ms 42 ms 41 ms 43 ms tbr2-cl3641.phlpa.ip.att.net [12.122.10.94]
13 42 ms 41 ms 40 ms 41 ms 40 ms 40 ms 41 ms 40 ms 40 ms 41 ms gar2-p390.phlpa.ip.att.net [12.123.137.205]
14 44 ms 42 ms 42 ms 42 ms 43 ms 43 ms 42 ms 43 ms 44 ms * mdf1-gsr12-1-pos-6-0.nyc3.attens.net [12.122.255.126]
15 42 ms 42 ms 42 ms 43 ms 43 ms 43 ms 42 ms 43 ms 44 ms * sccsbix12-3-1.attbi.com [63.240.64.42]
Jon > 16 46 ms 43 ms 43 ms 42 ms 42 ms 51 ms 45 ms 47 ms 44 ms * [192.168.72.6]
17 45 ms 42 ms 44 ms 42 ms 42 ms 42 ms 43 ms 43 ms 44 ms * [192.168.72.77]
18 42 ms 44 ms 44 ms 42 ms 42 ms 42 ms 44 ms 44 ms 44 ms * [192.168.201.11]
19 42 ms 42 ms 44 ms 43 ms 42 ms 42 ms 44 ms 44 ms 43 ms * www.comcast.net [204.127.205.8]
Shawn > There are some timeouts, but it isn't increasing the time over 100ms, so they wouldn't be effecting any connection speeds.
Shawn > What are you pinging that is showing packetloss?
Jon > What I'm getting is choppy voice quality, echo, audio pauses, and occasional dropped calls with our Voip.
Shawn > There is nothing with your connection that would indicate the problem being caused by your connection, I apologize. There are some timeouts, which isn't uncommon, but the timeouts aren't effecting the connection rates.
Jon > Pingplotter is spiking high levels of packet loss at 68.87.164.74 (Roseville) - I'm pinging www.comcast.net right now.
Jon > 68.87.174.73 is the IP...sorry.
Shawn > What are your results from the ping to www.comcast.net?
Jon > It's what I posted. And the packet loss fluxuates from 10%-60%, mostly at the location I just mentioned.
Shawn > I only have the traceroute you did to www.comcast.net , and there is no latency shown in the results.
Shawn > Can you post the pingplotter results you have?
Shawn > I have not had a response from you in a while. If you are still here, could you please reply to this message?
Jon > It seems that the PingPlotter text results do not list the percentage of packet loss, only the delay numbers
Shawn > I apologize Jon, I'm not showing any issues with your connection. I can schedule a service call for you to investigate, incase the results I'm showing aren't accurate, but if no issue is found with Comcast services there would be a $49.95 service charge. Someone over 18 and english speaking would need to be home. Also, we are unable to troubleshoot Voip connections directly, only your internet connection.



Read The Full Thread:

Voice of person we called cuts out & back in intermitten


We've noticed recently that the voice of certain people we have called will intermittently
Please post the rest of the technical details listed in the sticky message at the
1. Saint Paul, MN (55118) 2. Comcast High Speed Internet 3. Upload: 384Kbps
OK, you can run an alternate test at www.testyourvoip.com . Run a test call to Boston
That site also requires Java.
Sorry, I should have realized that. Do you have a cooperative friend with
Speed test statistics - Download speed: 3295880 bps Upload speed: 737856
Well, after all that I'm afraid I don't have much to suggest. The test results look
Just ran the test again on a Monday night. Everything seems good but the Quality
MOS Analysis From You TO Boston Media Quality MOS 3.7 / 5.0 (Best with G.711

jgkoch posted "Shawn > Thank you. How may I help you? Jon > We are experiencing problems" on 08/30/2006

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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.

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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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