Comcast vs. Vonage

Posts: 159 · Vonage Forum Master Joined: Aug 05, 2005 Posts: 159

I just called Comcast. They are saying Vonage has misconfigured their gatway. And of course Vonage is blaming Comcast. I am going to cancel both and start using a tin can and string for both internet and phone connectivity.

Personally, for all I know it's a squirrel chomping on the line between the two hops. Shoot the squirrel first and then figure out who's fault it is. I have an SLA with my wife to uphold, all all I've got it is a squirrel to blame.

Tracing route to vonage.com [216.115.22.200]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 21 ms 21 ms 21 ms 68.86.117.237
4 22 ms 25 ms 22 ms 68.87.230.45
5 22 ms 21 ms 24 ms 68.87.231.89
6 21 ms 21 ms 20 ms 68.87.230.250
7 23 ms 21 ms 25 ms 12.125.194.9
8 26 ms 25 ms 26 ms tbr1-p011901.cgcil.ip.att.net [12.123.4.226]
9 24 ms 23 ms 23 ms ggr2-p300.cgcil.ip.att.net [12.123.6.33]
10 24 ms 23 ms 23 ms att-gw.chi.gblx.net [192.205.32.126]
11 54 ms * 58 ms vonage-holdings-corp-vonage-toll-free-nwrk.ge-2-
3-0.403.ar1.nyc1.gblx.net [64.210.19.18]
12 57 ms * * 10.31.3.253
13 56 ms * 40 ms 216.115.22.200

Trace complete.

Posts: 2 · New Forum Member Joined: Feb 27, 2006 Posts: 2

I've had both Comcast and Vonage for over a year now, and recently started having the same problem many people have posted- I can hear the person on the other end of the phone clearly, but most of the time they can't hear me.

Vonage customer service has run several tests with me (I'm not very technical, but we did something with "ping" and several "tracert") I was told that the bandwidth is fine but we're having latency problems. We also have 5% packet loss.

I contacted Linksys to see if there was troubleshooting I could do on the RT31P2 router myself- I was told that I needed to contact Vonage for firmware updates (which are automatic, according to Vonage). Otherwise, I was offered no suggestions.

I've contacted Comcast four times, culminating with 2 tech visits. They ran tests both with and without the router connected. They determined that the problem was probably with the router,so I could try buying a new router but they "doubt that would help", since Vonage is "basically stealing" their equipment and when the Comcast Voip will be released (coincidentally, this week) Vonage customers will be "pushed to the back of the line", so my service will not improve. One tech said that 5% packet loss, while making my phone service unusable, is actually good for the internet connection and I have nothing to complain about as far as Comcast is concerned. The other tech said he wouldn't be surprised if Comcast was #@%$ing with Vonage customers on purpose.

Vonage customer service has been basically helpful, although every rep I've talked to has said it was a Comcast issue. I would be more willing to go buy a new router if I haven't heard from EVERY person I mention this problem to that they have heard this from friends and family in the NW Chicago area- and now I came across this website (from a link in the business section of the Chicago Trib this morning, recommending Voip services) and see that so many other people are having the same problem. Is it possible that the router could be the problem? If not, what is everyone else going to do to get a working phone? Comcast is the only option for the high speed connection in my area, and if I had the choice I would switch in a heartbeat...

Posts: 6 · New Forum Member Joined: Feb 10, 2006 Posts: 6

I wouldn't bother buying any new equipment, upgrading any firmwares or anything. Vonage over Comcast at one time was working and now it is not. I can only suspect that because that this is all isolated to COMCAST users in the NW Chicago suburbs that it is a COMCAST problem. Perhaps something is not configured correctly or perhaps Comcast is doing something intentionally, who knows.

What makes me most suspicious is that Voip sensitivity aside (I've used it for a LONG time without issues), 25-33% of PINGs (not calls, just PINGs) to the Vonage domain failed this morning. That makes me really suspicious. I have no other issues connecting to any other site and I didn't see anyone else complaining about connecting to Vonage.

Who knows, I'm about ready to cancel and just go cell phone only at this point unfortunately Sad

Posts: 44 · Full Forum Member Joined: Feb 21, 2006 Posts: 44

amyc wrote:

I've contacted Comcast four times, culminating with 2 tech visits. They ran tests both with and without the router connected. They determined that the problem was probably with the router,so I could try buying a new router but they "doubt that would help", since Vonage is "basically stealing" their equipment and when the Comcast Voip will be released (coincidentally, this week) Vonage customers will be "pushed to the back of the line", so my service will not improve.

Ok, you gotta love this...the problem is the router but replacing the router will not help because Vonage is "basically stealing" Comcast equipment???

Anything strike you as weird about that?

Quote:

One tech said that 5% packet loss, while making my phone service unusable, is actually good for the internet connection and I have nothing to complain about as far as Comcast is concerned. The other tech said he wouldn't be surprised if Comcast was #@%$ing with Vonage customers on purpose.

I don't know that I'd call it good that 5% or their TCP traffic has to be retransmitted...could be more than 5% of the traffic depending on the packet sizes. Even so, 50+% packet loss is not "normal" by any measure.

This is indeed a weakness in using UDP. No packet retransmisson.

Posts: 26 · Posted: Mon Feb 27, 2006 5:06 pm Post subject:

okay, it looks like the port blocking problem is a big one with more than just one cable supplier.

see http://www.vonage-forum.com/ftopic7512.html, which refers you to

http://hraunfoss.fcc.gov/edocs_public/attachmatch/DOC-260435A1.pdf

I do not seem to have had a problem today, even though the comcast announcement is on the Vonage web pages. It has changed 4 times in the hour I have been home. I wonder if the AG has looked into this matter, or if comcast know I have filed a complaint and that's why I am not having any more problems.

In any case, I will be sending additional letters to the FCC, the Michigan senators and my representative (as congress has oversite responsibilities to the FCC) expressing my concern about the fact that the FCC "vonage" rule" can be (and perhaps has been) disable by the actions of a broadband supplier "blocking" the Voip service, making 911 access impossible by a deliberate action of a cable supplier. While I still do not know if our michigan problems are being caused by Vonage or comcast, I do believe that one or the other should be called to account. I believe that if a cable company or anybody else causes a Voip service to not function without notice, it creates an unacceptable public safety hazard. The FCC has taken action to insure the public service with its E911 rules, but any action taken by a cable company would completely undermined this action.

see also

http://ftp.fcc.gov/cgb/consumerfacts/voip911.html[marq=right]

IMHO, the more that send letters and complaints, the more likely we are to get action.

Thanks for our time

Posts: 26 · Posted: Mon Feb 27, 2006 5:14 pm Post subject:

I forgot to mention, while there is no residential dsl at my house, I have found a business package at http://www.covad.com/. Naturally, it is more expensive than comcast, but if I add my comcast bill, and what comacst would charge for two phone lines, It is cheaper than than comcast.

Beware comcast, If I have another problem you WILL lose me as a customer.

Posts: 159 · Vonage Forum Master Joined: Aug 05, 2005 Posts: 159

As of 2:40pm this afternoon it looks like the issue has been resolved.

http://us.f1.yahoofs.com/bc/36b3d110/bc/vonage/pp3.bmp?bfVN4AEBzA9wmLEB

Posts: 6 · New Forum Member Joined: Feb 10, 2006 Posts: 6

On the Vonage site Service Announcement:

"Comcast customers located in the Midwest area may be experiencing issues with audio quality and difficulty accessing vonage.com.

If you are a Comcast customer located in this area, who is experiencing an internet service interruption or audio issues, please contact your local Comcast service center or call 1-800-COMCAST.
We apologize for any inconvenience this may cause."

Posts: 7 · New Forum Member Joined: Feb 20, 2006 Posts: 7

My 2 cents. As a new user to Vonage who has experienced frustration upon frutration over the past 2 weeks with poor call quality I have reached my limit!! I believe their might be a conspisracy but I have no proof--I called Comcast out on that and they said that it is a felony to mess with people's line which I know is true. But it is oddly coincidental that my problems seemed to start happening around the time Comcast tried to sell me THEIR phone service and I said I had Vonage.

Regardless my phone life has been hell since. I have complained on this forum, called Comcast repeateedly, caled Vonage and at the end of the day this just is not working for me. So I'm going to give my $$ back to Verizon. Yes it costs more but at least I can rest assured I have a reliable phone service. Until Vonage can 'get over;' the Comcast hump, frustrated users like me will defect. I'm all for supporting the little guys but I am helpless because each party kept blaming the other. Since neither Vonage or Comcast could solve my issues, Verizon will get my $$.

Very disappointing. I was so happy to have options with Vonage at such better prices but they need Comcast's cooperation for this to truly work. And that ain't happening right now.

Posts: 44 · Full Forum Member Joined: Feb 21, 2006 Posts: 44

Wanderlei wrote:

On the Vonage site Service Announcement:

"Comcast customers located in the Midwest area may be experiencing issues with audio quality and difficulty accessing vonage.com.

If you are a Comcast customer located in this area, who is experiencing an internet service interruption or audio issues, please contact your local Comcast service center or call 1-800-COMCAST.
We apologize for any inconvenience this may cause."

Thanks! Next time tell us something we don't know! Twisted Evil