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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Canada
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Mustardman
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Joined: Nov 19, 2005
Posts: 105

PostPosted: Mon Jun 05, 2006 6:04 pm    Post subject: Reply with quote Back to top

The QoS upgrade won't help you. I have never read a single post where they thought the upgrade helped them.

I also have had HORRIBLE quality today. Ironically 2 of the 3 calls were also with Shaw Support. Ended up having to call them on my cell phone. It's quite sad really Cry

Have been on the phone with Vonage all day and they can't help. They just ask the same useless questions over and over. Behind a router, plugged directly into a wall socket as opposed to a power bar, 2 feet away from cordless phone and wireless, good ventilation blah blah blah. I did all that crap just so I could say I did. They just keep changing the packetization setting which does NOTHING.

NO way it's on my end. I don't even think it is Shaw. My speeds are smokin fast and pings are great. Maybe Shaw is adding jitter intentionally or unintentionally. That is something that is harder to test for. I personally think its a problem with some Vonage gateways. I'll bet they did some sort of upgrades or changes and screwed something up. I have heard of it happening before.

The low level techs from India or whereever have no insight into that stuff nor can they do anything about it! Managed to get bumped up to a higher level tech that sounded American after being on hold for about 20minutes. After going through the whole story AGAIN he went to check something and the call got dropped. The AHOLE NEVER CALLED ME BACK!!!!!!
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pulmer
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PostPosted: Tue Jun 06, 2006 12:22 am    Post subject: Reply with quote Back to top

Mustardman, that's a bummer.

Have you run the Voip test? What kind of numbers do you get?
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Mustardman
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PostPosted: Tue Jun 06, 2006 11:30 am    Post subject: Reply with quote Back to top

Voip test looks ok. QoS btw 50-%70. Jitter around 8ms. Plenty of bandwidth.

I got through to another higher level tech in the US. This guy was pretty good. He said that he has been doing this for about 3.5years and it's almost always the internet provider. Not necessarily that the provider is doing anything intentional. He felt quite confident it was not a gateway issue. He also eventually agreed it was probably not my router/modem/wiring

He ended up talking me into exchanging my Linksys PAP2 for a new Dlink VTA. It uses a new texas instruments chipset so I figured I might as well be a guinea pig. He was not too impressed with the Linksys PAP2 and says he has seen a fair amount of problems with it.

The Shaw support person had no idea when Digital Phone will be available in my area. Hopefully soon but until then I am stuck with Vonage I guess.
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bmccull
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Joined: May 14, 2006
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PostPosted: Tue Jun 06, 2006 11:40 am    Post subject: Reply with quote Back to top

Mustardman wrote:

The Shaw support person had no idea when Digital Phone will be available in my area. Hopefully soon but until then I am stuck with Vonage I guess.


Remember that Shaw does not allow business lines on their Digital Phone offering.
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pulmer
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PostPosted: Tue Jun 06, 2006 11:56 am    Post subject: Reply with quote Back to top

Thanks Mustardman. I'll be ineterested to hear how the Dlink works... I've got the PAP2 as well.
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Mustardman
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PostPosted: Tue Jun 06, 2006 12:11 pm    Post subject: Reply with quote Back to top

bmccull wrote:
Mustardman wrote:

The Shaw support person had no idea when Digital Phone will be available in my area. Hopefully soon but until then I am stuck with Vonage I guess.


Remember that Shaw does not allow business lines on their Digital Phone offering.


Vonage allowed my Telus business number to be ported to them as a residential account. I am assuming Shaw will allow a former Telus business account number, now Vonage residential account number, to become a Shaw number.

There is probably something in the terms that states it should not be a business line but that is probably just so they don't get sued for someone losing business or something. They also don't want massive LD calls during business hours which I don't do.

I doubt Shaw would turn me away. I am sure there are MANY people porting their business lines and continuing to use them for business. I'm pretty sure Shaw won't refuse porting from a Vonage residential account but who knows. It's not even available in my area yet so we will have to wait and see.
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bmccull
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PostPosted: Tue Jun 06, 2006 12:34 pm    Post subject: Reply with quote Back to top

Mustardman wrote:


I doubt Shaw would turn me away. I am sure there are MANY people porting their business lines and continuing to use them for business. I'm pretty sure Shaw won't refuse porting from a Vonage residential account but who knows. It's not even available in my area yet so we will have to wait and see.


Well I hope you have better luck then! As soon as it becomes apparent that I have a business line everything comes to a halt. I only use my line about 30 minutes a day so I don't think I would tax their system - but the answer is always NO.
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dslam
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Joined: Jan 20, 2006
Posts: 14

PostPosted: Tue Jun 06, 2006 2:25 pm    Post subject: Reply with quote Back to top

There is no help for this issue at Vonage. They will simply take you through their troubleshooting steps knowing full well that the problem does not exist with the settings and or setup of the equipment. As we can all attest to this issue is localized and intermittent. I am in the process of calling Customer Service and asking to be transferred to a technician who will "explain" this to me, and not troubleshoot. I am tired of being told "Try it in 10 minutes and call back if it doesn't work". I'll be switching to Shaw digital phone or even back to Telus if they don't give me a satisfactory answer. One answer I might live with is, "We understand you are having problems, this is something that we at technical support cannot directly deal with, but rather than wasting your time we will simply ask that you be patient as we tackle the issue". I am absolutely sick of the delay, sick of asking people to call me back because incoming calls are usually much better, and sick of the occasional complete lack of service.

Vonage was great from January to February. Now it is a nightmare.
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vvoipedout
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Joined: Jun 08, 2006
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PostPosted: Thu Jun 08, 2006 2:50 pm    Post subject: Reply with quote Back to top

Same troubles on Shaw Business extream Saanich. I've switched to a wireless internet provider with similar problems. Ill keep you updated Wink

Thinking of trying Ravon...anyone gone there yet?
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Yaztromo
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Joined: Apr 16, 2006
Posts: 58
Location: Cyberspace

PostPosted: Thu Jun 08, 2006 4:09 pm    Post subject: Reply with quote Back to top

vvoipedout wrote:
Same troubles on Shaw Business extream Saanich. I've switched to a wireless internet provider with similar problems. Ill keep you updated Wink

Thinking of trying Ravon...anyone gone there yet?


I'm in Saanich as well, on Shaw high speed cable, and haven't had any Vonage problems.

One complexity here that people need to keep in mind is that we live on an island. There is a maximum amount of bandwidth available on the island to the outside world. I admittedly don't know what that capacity is, but laying underwater cable isn't exactly cheap, so I imagine it isn't exactly huge compared to other metropolitan areas. During peak usage, these links are probably pretty close to (or are at) saturation.

The other problem is that very often the ISPs themselves don't actually own these underwater links -- they may belong to another company (such as one of the telephone companies), which then bulk leases bandwidth to the ISPs. ISPs might be paying their own set of monthly fees for FDDI, ATM, or T3 bundles from one of these backbone providers in order to provide service to the island.

What does all of this mean? Well, for one this isn't a situation Vonage can do anything about. They don't run underwater cables. For the ISPs, there may be only so much bandwidth they can buy (I seriously doubt that Vancouver Island has any "dark" underwater cabling that isn't in use between here and the mainland), at which point there is no more until some company decides to run more underwater cable. This also means that, assuming the links are near saturation at peak hours, switching ISPs probably won't really help a whole lot -- those other ISPs will most probably be leasing their lines to connect off island from the same few bulk bandwidth providers. Traffic from one ISP may be going through the same bulk cable as the traffic for another ISP, at which point any off-island speed advantages are oing to become negligable.

Vonage can't do anything about such a situation. Your ISP may only be able to complain to their bulk provider that they need more bandwidth, and pressure them to run more underwater cable to support it, while at the same time optimizing their routing hardware to ensure they aren't the bottleneck.

Otherwise, it's just part of the cost of living on an island with a relatively small population, on the extreme western side of the country.

Yaz.
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