Phone Cutting Out- going "blank" while talking

Posts: 7

1. Highland, IL
2. Charter Highspeed - cable
3. Upload: 262 Download: 1369
4. Modem: 3M - Model: 3CRZ9220
5. Linksys: RT31P2
6. Modem --->Vonage Adapter ---> PC
7. When I am talking to someone on the phone there are times when things will go "blank" - meaning I can't hear the other person - and they can't hear me and then it will be okay. Last for about 20 seconds or so. No rhyme or reason to the length of time on the phone. Happens when there is someone using the computer/internet and when there is no computer/internet usage. Phone stays connected - call does not drop.
8. MOS Analysis From You TO Boston

Media Quality MOS 3.4 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 36.5%
Latency 0.00 0.0%
Packet Discards 1.00 63.5%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 128 ms
Packet Discards 2.8%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 34 ms

Signaling Quality Post-Dial Delay 78 ms
Call Setup Time 93 ms
Media Delay 187 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 128 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: 20 ms

Signaling Quality Post-Pickup Delay 74 ms
Call Setup Time 92 ms
Media Delay 120 ms

Thanks for your help!

Posts: 11 · Vonage Forum Associate Joined: Apr 14, 2005 Posts: 11

I would give your ISP call as your download speed (1369) is a bit low for a high-speed cable connection. In addition, it appears that you have some packet loss and high latency. All of these items can cause the cutouts that you are experiencing. They can also cause disconnected calls.

Posts: 7 · Posted: Wed Mar 22, 2006 12:03 am Post subject:

Thanks dale8 for the info. A question - when I call - do I just tell them that the download speed is rather low and in testing it appears that there are packet loss and high latency? I have never called about a problem and want to make sure that I am saying/asking the right questions! Smile

thanks.

Posts: 1715 · Posted: Wed Mar 22, 2006 12:27 am Post subject:

The packet loss and high latency are the primary issues that are affecting your calls...but at the same time, your speed isn't great either (not sure which level of service you're paying for.) Tell the rep all of it, as it all helps in the troubleshooting process. Just a guess, you're probably having issues with your actual connection between your modem & the cable co, but this is a very crude guess, as there are plenty of problems which can cause these issues.

Posts: 7 · Posted: Wed Mar 22, 2006 8:25 am Post subject:

VonageTPA wrote:

The packet loss and high latency are the primary issues that are affecting your calls...but at the same time, your speed isn't great either (not sure which level of service you're paying for.) Tell the rep all of it, as it all helps in the troubleshooting process. Just a guess, you're probably having issues with your actual connection between your modem & the cable co, but this is a very crude guess, as there are plenty of problems which can cause these issues.

thanks for the help. I will let you know.

Posts: 20

We are having the same issue. However, QoS is much better than what you are reporting.

We average a Download speed of 3800 to 4200 and uploads are around 468.

It seems to happen about 15 to 16 minutes into the call and about every 15 minutes there after. It happens so much, we have come to expect it.

Any suggestions?

We have Earthlink High Speed thru Time Warner Cable.

Posts: 17 · Vonage Forum Associate Joined: Jan 29, 2006 Posts: 17

I've been experiencing the same exact problem with the calls going blank. In addition, I will suffer network interuptions without any apparent cause. In discussing the issue with a friend who has the service, I mentioned that I am using those wireless phone jacks (the ones where you plug the "master" and "slave" into your regular AC plugs, and the phone signal is carried over the home wiring). He said that could definitely cause a problem because of the voltage on the line. Similar to leaving your d-mark connected to your home line while attempting to back feed the phone signal from Vonage. So I have removed the jack and will observe the behavior.
I've also switched from the Linksys WRT54G to the Linksys PAP2, as maybe having two routers on the network is causing a problem? And I've got the Motorola VT1000v5 waiting in the wings incase i need to try that one....

Posts: 17 · Vonage Forum Associate Joined: Jan 21, 2006 Posts: 17

I have not noticed this happening to me on regular phone calls, EXCEPT while talking to Vonage Customer Care during two instances. I assumed the problem at the time was their headset, but I'm willing to reconsider that assumption after reading this thread.

Posts: 44 · Full Forum Member Joined: Feb 03, 2005 Posts: 44

I've been on Vonage for over a year and never experienced this issue, that is until about 2 weeks ago. Now after 15 or so minutes-NOTHING-then it's back and recurs every few minutes or I give up and redial the call.

Posts: 17 · Vonage Forum Associate Joined: Jan 29, 2006 Posts: 17

15 minutes... that does seem to be a magic number... and once the outage occurs... it seems to keep on happening every few minutes after that... I need to do some more testing though... still don't have a solid way to reproduce the issue.