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Vonage Since roughly March 30th, I have experienced choppy audio during every call.



Since roughly March 30th, I have experienced choppy audio during every call. The distortion only lasts about 1-3 seconds, then clears up. But, it repeats often during the call, usually every 1-5 minutes.

After repeated phone calls to both Vonage and the ISP, and repeated troubleshooting (using standard Ping, Visual Route, Ping Plotter, and some personal knowledge) I am now in the position of being stuck in the middle of finger pointing. Vonage points to the ISP and the ISP points back to Vonage.

Let me also add that I have been a happy user of Vonage for 15 months...UNTIL recently. I am now a very unhappy customer.

Troubleshooting includes:
- swapping out Linksys gateway router with another Linksys (older version) that I had laying around

- Had my ISP come to the house and run checks on the entire line out to the curb. They even pulled a new, dedicated cable from the junction box on the side of my house to my cable modem.

- When this failed, they pulled a new temp. coax from their main box across the street, over my front lawn, through the front door into my cable modem - same problem.


1. Location - Walnut Creek, CA
2. ISP - Astound (recently purchased by Wave Broadband) - cable
3. Upload =6MB, Download = 384kbps
4. Modem = Scientific Atlanta WebStar DPC2100
Gateway cable router = Linksys BEFSR41 V3
5. Vonage adapter PAP2
6. Setup of Network : Modem->Linksys Router->Vonage Adapter (on DMZ)
7. DETAILED results from www.testyourvoip.com with a test call to Boston.

MOS
2.9 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.58 27.6%
Latency 0.00 0.0%
Packet Discards 1.51 72.4%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 172 ms
Packet Discards 4.8%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss
Jitter
Min: 0 ms
Avg: 4 ms
Max: 52 ms
Signaling Quality
Post-Dial Delay 171 ms
Call Setup Time 181 ms
Media Delay 321 ms

My ISP claims that they have experienced a surge in the number of customers calling over the past few weeks to complain about the quality of their Voip service degrading. Tech support claims that *all* of these customers are using Vonage. They claim that they are going to proactively work with Vonage to remedy the issue. I don't hold much hope....at all. Unfortunately, I am a heavy user of the phone since I work from home. At the moment I am relying on my cell phone - but tearing through my monthly minutes. I guess if I can't get this solved I may have to go back to the crappy old Baby Bell (SBC) land line service - which is WAY more expensive.

My ISP tech support pointed me to this forum site...they referenced the fact that many people are having problems with Vonage. I think they did this as a means to say "see, look. It's not us....many people outside of our network are having problems."

Any thoughts?



Read The Full Thread:

Intermittent choppy audio


It's unlikely that it's something other than your ISP, given that they admit to
Your VoIP test call results are terrible. Try connecting your computer directly
I agree with Steve. Your VoIP test (which is NOT done from the Vonage site, testyourvoip.com
Thanks for the suggestions. Below is data from a test with my computer connected

ppsibley posted "Since roughly March 30th, I have experienced choppy audio during every call." on 04/13/2006

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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.

** Certain call types excluded.

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