no dialtone/disconnect when using internet

Posts: 3 · New Forum Member Joined: Dec 18, 2005 Posts: 3

Hello guys, i have been using Vonage for the past 6 months with this problem, please help.

1) my internet connection is 100% stable and fast, never had any issues with bandwidth or outage

2) when i am not using the internet, everything works fine.

3) when i have been using the internet (surfing the web etc) for a while, when a call comes in:
a) if i do not pick it it up, it will go to my phone(not vonage)'s voicemail and gets recorded, everything is fine
b) if i do pick up the call, i will see the window popup saying something like "you have been disconnected from the internet". My internet stops working, and the incoming call dropped. This happens every single time in the past 6 months. Then i wait 5 minutes and it's all back to normal again.

4) similar when i have been using the net for a while and try to make a phone call, i will get no dail tone and the same "you have been disconnected" message then lose internet connection.

To summarize, basically any time i touch the Vonage phone while using the internet, everything stops working. Please help! below is my setup:

1. Location - Jersey City, NJ
2. ISP - Comcast Cable
3. RCA DCM425C cable modem from comcast
5. Linksys RTP300 Voip router (came with Vonage service)
6. Setup: Internet --> CableModem --> RTP300 Router --> Phone / computer
7. Frequent: Everytime when i am using the internet
8. Bandwidth & TestYourVoIP results:

Your download speed : 2294 kbps or 286.8 KB/sec.
Your upload speed : 349 kbps or 43.7 KB/sec.
--------------------------
testyourvoip results to boston: 3.5

MOS Analysis From You TO Boston

Media Quality MOS 3.5 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 37.6%
Latency 0.00 0.0%
Packet Discards 0.95 62.4%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 134 ms
Packet Discards 2.9%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 0 ms
Avg: 9 ms
Max: 56 ms

Signaling Quality Post-Dial Delay 78 ms
Call Setup Time 172 ms
Media Delay 312 ms

MOS Analysis FROM Boston To You

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

Degradation Sources
Codec 0.58 100.0%
Latency 0.00 0.0%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 134 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss

Jitter Min: 4 ms
Avg: 6 ms
Max: 27 ms

Signaling Quality Post-Pickup Delay 203 ms
Call Setup Time 198 ms
Media Delay 238 ms

thanks again!

gaga

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

You have an awful lot of packet discards on upload. That could mean an issue with your internet service provider, but have you talked to Vonage about this? It could also be a problem with the RTP or with Vonage elsewhere. There's no reason you should live with this for so long. Call customer service. Don't use Email; Vonage isn't good with Email.

I assume that you've cycled power on all of your equipment many times over the past months. In the unlikely event that that's not the case, give it a try.

Posts: 3 · New Forum Member Joined: Dec 18, 2005 Posts: 3

sorry to bump an old post, but i still could not solve my problem. Vonage flat out refused to help after running those useless tests. They say my cabal modem is bad, even though it works perfectly when i dont use the phone. And i had it replaced as well by comcast, still same issue.

Does ANYONE have the same cable modem / ip phone modem as me? if so how do you set it up? I hate losing my # AGAIN, however have no choice but switch to the $50 verizon regular phone if this is not resolved. It's been 6 months now, i cant take it anymore. Everytime i answer the phone, i am scared the internet will get disconnected (and 75% of the time it does), then i lose the call and need to call them back on my cell and wait 5 mins for the internet to come back. Cry

Posts: 10 · Posted: Mon Feb 27, 2006 10:05 pm Post subject:

I am certainly no expert by any means but I was just wondering how you have your incoming cable split before you go to your modem?

Before I even got Vonage, I was having very intermittent, but pain in the butt, Comcast internet problems and it turned out to be both the main cable coming from the pole to my house needed to be replaced (almost took an act of god to get them to replace it!), and I also ran new cable from the first splitter as the cable entered my house, directly to my cable modem. It was split a couple of times before getting to the modem and I was too lazy to get into my crawl space and change the cable routing when we moved into this house.

I changed the way it was split first and it seemed to help a little but what ultimately solved the problem was a new cable from the pole to my house.

I do have a Vonage issued RTP300 router, but my cable modem is a Motorola SurfBoard 4100.

I am also setup Internet --> CableModem --> RTP300 Router --> Phone / computer

My Download is 6.15 Mbps and Upload is 367 kbps.

Packet discards are 0.3 % on upload also.

Just a shot in the dark I guess...

Posts: 3 · New Forum Member Joined: Dec 18, 2005 Posts: 3

hey i live in a highrise condo so the cables are all prewired up to the apartment doors. It's a simple setup, i have 1 cable coming in from outside and it was split with a spliter into 2 cables. 1 goes to my cable box, the other to my cable modem.

How are you setting up your rpt300? any special settings? thank you.

Posts: 10 · Posted: Tue Feb 28, 2006 8:27 am Post subject:

Nothing at all special with my RTP300.

Took it out of the box, followed the 'B' set of instructions (cable modem only), connected cables and powered up as instructed.

Posts: 185 · Vonage Forum Master Joined: Dec 18, 2005 Posts: 185

If they told you your cable modem was bad it was probably because it was a DOCSIS 1.0, which sounds like your problem. sometimes they work perfectly for months, and then stop working. The reason is that DOCSIS 1.0 modems are not set up to deal with the steady stream of upload packets that are required for Voip. Also, if your upload speed is low (I didn't look, sorry) the QOS may be deciding to use all of your upload bandwidth and cutting you off. This happens more on the RT31P2 with DSL connections with upload of less than 256kbps tho.