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Dcampbell
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Joined: May 04, 2006
Posts: 5

PostPosted: Thu May 04, 2006 3:06 am    Post subject: Comcast ~ SB5210 ~ RTP300 ~ Outbound Audio Loss Reply with quote Back to top

Hey folks...

Here's the deal I have been using Vonage for about 3 months now. The first two went by without a hitch. Then our modem died. Comcast was so kind as to replace it with a different model and whatnot as we were renting the modem from them. Since they have replaced it I have had horrible issues with audio quality. I can hear everything someone on the other end is saying to me, but every few words of what I say they hear dead air.

I ran the test at www.testyourVoip.com ... the results from San Jose from me were pretty good, but from me to San Jose:

MOS
1.0 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.58 14.4%
Latency 0.80 20.1%
Packet Discards 0.27 6.7%
Packet Loss 2.34 58.7%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 1116 ms
Packet Discards 5.2%
Packet Loss 45.4%
Loss Periods
Min: 20 ms
Avg: 2520 ms
Max: 7540 ms
Burst Loss
Jitter
Min: 1 ms
Avg: 22 ms
Max: 4271 ms
Signaling Quality
Post-Dial Delay 78 ms
Call Setup Time 94 ms
Media Delay 313 ms

Vonage speedtest results:
Upload Spead: 371kb
Downlaod: 2.6mb (kinda low right now compared to earlier reading of nearly 6)

I'm no genius, but 45% packet loss seems a bit steep. So, the question is who is at fault. Comcast points and says Vonage, and Vonage points and says comcast. Meanwhile Im stuck in the middle with a nearly useless phone Sad

I have the LinkSys RTP300 Router, a Comcast SB5210 Modem. Any help would be awesome. If you need more info I would be more than happy to find it for you.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Thu May 04, 2006 7:20 am    Post subject: Reply with quote Back to top

45% packet loss is not "very steep". It is absolutely and utterly ridiculous. A simple line test (do not mention Vonage or Voip at all) from Comcast to you, done by one of their customer reps, should show that your connection, frankly, stinks.

testyourvoip.com is not Vonage. If you are having trouble with both, then the problem is not on the Vonage side.

It is highly likely that your modem is at fault. However, you can do things like checking to make sure that all cables are firmly attached to the modem, no corrosion on the cables, etc.

One important and not-to-be-overlooked step is to re-run the test with the RTP300 out of the picture. Hook your computer directly to your cable modem and re-run the test and make a few test calls. If this helps things, then something has happened to your RTP300, maybe at the same time your modem died.

Once you have eliminated the RTP300 as the culprit (if you do):

1. Call Customer Service (for Comcast) and ask for a line test. The reaction of the rep after the test should be abject horror, followed by an offer to have a tech come out or a replacement modem.

2. Regardless of the outcome, unless Comcast fixes it, take the modem back to your local Comcast center, tell them it is defective, and have them exchange it. As a renter of their modem, you have that right, from what I understand.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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Dcampbell
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Joined: May 04, 2006
Posts: 5

PostPosted: Fri May 05, 2006 12:56 am    Post subject: Reply with quote Back to top

Well... I ran the test again with the Router out of the picture. It's not AS bad... but still getting problems. If anything, it shoes that the problem is still sporadic, as it was before.

MOS
1.0 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.58 14.4%
Latency 0.00 0.0%
Packet Discards 0.29 7.3%
Packet Loss 3.12 78.3%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 141 ms
Packet Discards 2.1%
Packet Loss 23.0%
Loss Periods
Min: 20 ms
Avg: 520 ms
Max: 1200 ms
Burst Loss
Jitter
Min: 1 ms
Avg: 9 ms
Max: 306 ms
Signaling Quality
Post-Dial Delay 62 ms
Call Setup Time 62 ms
Media Delay 156 ms

Saw someone else having similiar issues who was using pingplotter to track the issue. When I use it at 1 second intervals I will get sporadic packet loss... Get 1-10 second %100 packet loss accross all hops every couple minutes with the router. Some issues arise without it but not as many.

Also... Called comcast and he said he was seeing some sporadic weak signal strength' from our modem... not sure exactly what that is supposed to mean. Smile

Running the test on testyourvoip.com sometimes will yield 0% packet loss... with the router or without. Comcast is scheduled to come take a look saturday, but if they find its on our end its $50... Suggestions?

**EDIT** I have rerun the test since, and these new results are typical...

MOS
3.9 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 51.6%
Latency 0.00 0.0%
Packet Discards 0.19 17.2%
Packet Loss 0.34 31.1%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 108 ms
Packet Discards 0.7%
Packet Loss 1.2%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 60 ms
Random Loss
Jitter
Min: 0 ms
Avg: 5 ms
Max: 42 ms
Signaling Quality
Post-Dial Delay 47 ms
Call Setup Time 63 ms
Media Delay 141 ms

perhaps it is the router? If so, what are my options there? Although further testing of my connection even with a traditional ping -t www.comcast.com (as reccomended by comcast phone rep) that the request times out an average of 1-2 seconds every minute.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Fri May 05, 2006 6:59 am    Post subject: Reply with quote Back to top

Well, the Voip test runs for 15 seconds, and you say you get a complete dropout about every 1-2 minutes, so it's possible that your "1.0" result tests happened to have a dropout and the "3.8" result (which is pretty good) is during a "normal" period.

An intermittent weak modem signal would most certainly cause dropouts, so it seems like you have the culprit there. Why this is happening, I have no idea.

Just to make sure it's not something you've done that will cost you $50: Do you have any wiring issues or anything odd that you know about with your wiring? Do you ever get any snow or static on the TV signal? Did you add a splitter in front of your cable modem anywhere? Have you added a new TV, VCR, TiVO, or other device that uses cable recently? Any recent wiring changes at all?

Can you visually inspect the wires coming into the house, and check anywhere you can see wire, to make sure there is no damage?

Has the patch cable from the wall to your cable modem recently been bent, rolled over by a chair, or otherwise hit or damaged? Do you have a spare piece of patch cable you can try plugging your modem in with?

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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Dcampbell
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Joined: May 04, 2006
Posts: 5

PostPosted: Fri May 05, 2006 12:10 pm    Post subject: Reply with quote Back to top

Actually, when the tech was out here to swap out the modem originally he redid all the wiring in the house. I double checked his work and everything seems to be connected solidly.

Also, we don't have cable TV so no spliters or anything. The cable goes directly from the wall to the modem. I checked the signal strength on the modem by pulling up its diagnostic pages. And the Upstreem is 64 dB wich is a decent bit above the ABSOLUTE max reccomended by most websites I have found of 50ish. Seems to me this may have been the 'weak signal strength' the phone rep talked about. The issue occurs whether i Have the router in the loop or not.

I have documented the packet loss so far, so I have screenshots and ping plotter data to support it. Over an hour its an average of 3% packet loss, but the packet loss is "bursty" meaning a stretch of perfect signal followed by 1-5 seconds of packet loss. Aside from the issue for phone service, it also greatly impacts my gaming I have found. Think I'll be safe with Comcast taking a look at it, but I will check back in after that is done. Thanks for the advice!
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Dcampbell
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Joined: May 04, 2006
Posts: 5

PostPosted: Sat May 06, 2006 1:04 pm    Post subject: Reply with quote Back to top

As an update. The comcast tech came out today and diagnossed the 'weak signal strength' from the modem to be an issue with the line feeding the jacks (on our end thus we were billed $20). He ran a temporary patch cable while we got permission for holes to be drilled.

This however is not the end of the story. With the patch cable and the router out of the picture, we are still getting a consistant average of about 6% packet loss when I run a ping -t www.comcast.com . I have him coming back to change the temporary line to a permanent line, and when he does, I am going to have him look at that as well. I think chances are that he will find an outside problem as well. **crosses fingers**
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outrun
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 15, 2005
Posts: 114
Location: Ashland, MA

PostPosted: Sun May 07, 2006 8:12 pm    Post subject: Reply with quote Back to top

You may want to check out this thread of what I went through with Comcast:

Comcast, outbound dropouts, questions

I had constant outbound dropouts (downstream was perfect). It ended up being a bad wire out in the street somewhere. It may help assist you with doing tests before Comcast comes back to your house.

The end result in my case was they fixed whatever needed to be fixed, and we don't have any outbound dropouts.

Don't let them tell you it's a "vonage" or "PC" issue. Be nice to the tech, but stand up for what you know is fact.

Good luck.

-Craig

_________________
9/23/04 - 1/28/07 (Vonage): Comcast Cable (6M/384k) --> Motorola SB5120 --> Hawking HBB1 -> WRT54G v4 (Thibor15c) -> VTA-VR
1/29/07 - present (VoicePulse): Comcast Cable (6M/384k) --> Motorola SB5120 --> WRT54G v4 (Tomato 1.17) --> Linksys PAP2T-NA
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Dcampbell
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New Forum Member


Joined: May 04, 2006
Posts: 5

PostPosted: Mon May 08, 2006 2:36 am    Post subject: Reply with quote Back to top

Finally got resolved. Turns out the modem that they had recently swapped out my dead modem for was 'used' and not functioning properly, and somewhere in the aparment wiring there was a bad wire. They ran a new line from their box outside to the house and replaced the modem, now running with zero packet loss and a perfect crystal clear connection. No more drops. Though I did read your thread and it helped me quite a bit in establishing that there was for sure packet loss. The tech that came out was quite familiar with ping plotter and glad I had it.
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outrun
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 15, 2005
Posts: 114
Location: Ashland, MA

PostPosted: Mon May 08, 2006 8:05 am    Post subject: Reply with quote Back to top

Good to hear it got resolved.

Funny that none of the Comcast techs (nor their upper level techs) that came to my house had heard of PingPlotter. They kept asking "What's that tool you're using?".

Though I do believe they were impressed with it's capabilities of showing the history of the connection, where things were breaking, etc.

-Craig

_________________
9/23/04 - 1/28/07 (Vonage): Comcast Cable (6M/384k) --> Motorola SB5120 --> Hawking HBB1 -> WRT54G v4 (Thibor15c) -> VTA-VR
1/29/07 - present (VoicePulse): Comcast Cable (6M/384k) --> Motorola SB5120 --> WRT54G v4 (Tomato 1.17) --> Linksys PAP2T-NA
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