Contact info, support info - Thank you

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

I didn't realize someone here could actually help by seeing the test results. I will do them and post them.

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

My Results
Download 930,080 bps
Upload 400,552 bps
QOS 48%
RTT 89 ms
MaxPause 204 ms

My Results
Download 1,038,344 bps
Upload 396,336 bps
QOS 39%
RTT 89 ms
MaxPause 200 ms

My Results
Download 823,552 bps
Upload 393,872 bps
QOS 40%
RTT 92 ms
MaxPause 298 ms
Test Details
The information below explains why your call quality score (MOS) was less than perfect.

Find the results that you want more quickly...
Jump to: Media Quality Signaling Quality

MOS Analysis From You TO Helsinki

Media Quality MOS 3.8 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 46.1%
Latency 0.10 8.0%
Packet Discards 0.57 45.8%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 293 ms
Packet Discards 3.3%
Packet Loss 0.0%
Loss Periods Min: 200 ms
Avg: 240 ms
Max: 300 ms
Burst Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 150 ms

Signaling Quality Post-Dial Delay 313 ms
Call Setup Time 313 ms
Media Delay 625 ms
MOS Analysis FROM Helsinki To You

Media Quality MOS 4.3 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 82.6%
Latency 0.07 10.3%
Packet Discards 0.02 3.4%
Packet Loss 0.02 3.4%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 293 ms
Packet Discards 0.1%
Packet Loss 0.1%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 4 ms
Avg: 6 ms
Max: 26 ms

Signaling Quality Post-Pickup Delay 286 ms
Call Setup Time 288 ms
Media Delay 318 ms

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

i don't understand what is needed for my network set up -
I am connected to shaw high internet speed cable, then to my motorola Vonage router and then my computer/phone.
I have one new panasonic phone connected to the router - no home wiring. i am in Victoria, BC and my IPAddress = 192.168.15.2
anything else?

Posts: 508 · Posted: Mon May 22, 2006 5:38 pm Post subject:

seee, now those are the results that ppl here want to see..

if you could, runa test call to Boston or Montreal on testyourvoip.com as they are in this Continent.. there will be less latency..

from your test results you have shown us, you have VERY poor QOS, and bad latency..

testyourvoip.com has nothing to do with Vonage servers, so if this test indicates poorly, you're gonna be after Shaw, not Vonage..

there are very few ppl on this forum who work for Vonage, we are all just users of the service, and are now here to help ppl like you who are not able to enjoy the benifits of Vonage..

but, if you could place a test call to Boston would be great, thats the site that most ppl choose.. sorry I should have told you that in my previous post..

also, I just wanted to verify what you said about your network setup, you're running right from your Shaw Cable Modem into your Vonage issued ATA right? no other routers/switches??

i suspect you're going to be going after Shaw...
at some point I read that Shaw was charging an extra $10/mo fee for 'improved QOS' for use with 'outside' Voip services, such as Vonage and Primus and others.. Shaw want's you to use THEIR Voip service, so they don't want to provide you with good QOS for you to use Vonage, unless you pay them that extra monthly fee.. you may need to look into that....

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

Thank you for your help. I have a question as to why when I do the speed test with out the Vonage - just modem to computer it is ok and when i go through the Vonage router there is a problem. I have had shaw press me for changing service - although no mention of extreme service - the $10.00

MOS Analysis From You TO Montreal

Media Quality MOS 4.1 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 65.4%
Latency 0.06 6.3%
Packet Discards 0.25 28.2%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 207 ms
Packet Discards 1.5%
Packet Loss 0.0%
Loss Periods Min: 100 ms
Avg: 100 ms
Max: 120 ms
Burst Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 361 ms

Signaling Quality Post-Dial Delay 125 ms
Call Setup Time 125 ms
Media Delay 281 ms
MOS Analysis FROM Montreal To You

Media Quality MOS 4.2 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 68.1%
Latency 0.05 6.3%
Packet Discards 0.21 25.5%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 207 ms
Packet Discards 1.3%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 100 ms
Max: 180 ms
Burst Loss

Jitter Min: 4 ms
Avg: 6 ms
Max: 167 ms

Signaling Quality Post-Pickup Delay 123 ms
Call Setup Time 136 ms
Media Delay 154 ms

MOS Analysis From You TO Montreal

Media Quality MOS 4.2 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 70.7%
Latency 0.00 0.0%
Packet Discards 0.24 29.3%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 189 ms
Packet Discards 1.6%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 80 ms
Max: 200 ms
Burst Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 93 ms

Signaling Quality Post-Dial Delay 125 ms
Call Setup Time 141 ms
Media Delay 297 ms
MOS Analysis FROM Montreal To You

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

Degradation Sources
Codec 0.57 96.8%
Latency 0.00 0.0%
Packet Discards 0.02 3.2%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 189 ms
Packet Discards 0.1%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 4 ms
Avg: 7 ms
Max: 27 ms

Signaling Quality Post-Pickup Delay 120 ms
Call Setup Time 131 ms
Media Delay 154 ms

Posts: 13 · Vonage Forum Associate Joined: May 19, 2006 Posts: 13

Well, after much talk with Vonage he had Chris in some high end tech support call me. He right a way knew that they were having problems with outgoing calls in Canada. The out going calls go all the way to NY and he made a change so they go through a different gateway and my calls are so far clear and no problem!
I am so very happy and only hope that others that are having out going call problems can not go through as many hoops that I had to in order to keep their Vonage! I am almost happy again!

Posts: 293 · Vonage Forum Master Joined: Jan 22, 2006 Posts: 293

I'm glad that it seems to be working better right now. I have a concern or two about the solution. Although you've given me a little new information into the issue. Your later scores are improved and probably adequate (from a quick scan).

Do you know which gateway your calls are routed to now?

There should be little to no difference between testing done with the Vonage router and without. The "testmyvoip" tests are not related to Vonage in anyway whatsoever. (Mostly requested as a troubleshooting tool.) Since you experienced some differences, there is/was most likely configuration issues with the router. But since your Vonage service was also affected it would seem to be an issue loading the adapter/router onto the Shaw network.

A new gateway may have improved service enough to make Voip usable now. But, I still wonder if service is optimized. Sometime, I'd like to you see if you still have different test results with and without the Vonage router in place. If there is still a difference, then you can still do some things to make it better accessing the Internet.

Otherwise, I hope you are able to remove the "almost" from "almost happy again!"

Posts: 7 · New Forum Member Joined: Jul 03, 2006 Posts: 7

I just got Vonage and it works fine hooked up to the device which is in the basement where my home office is - except that none of my landlines work in the rest of the house which are all upstairs.

I have NO technical expertise to follow some of the suggestions on the forum and the technician on the helpline was grasping at straws offering up all kinds of different suggestions as though he didn't know what the problem was. That would be fine providing his suggestions didn't cost me all kinds of extra money (such as having an electrician in the house to rewire it.) - with no gaurantees. He also suggested I go to Radio Shack and tell them I need a device to plug into my jacks for Vonage - but he didn't tell me what the device was. He said they would know what I was talking about. I'm not so confident, since he himself didn't know what it was called.

I got this service on the understanding it works perfectly well with landlines and although I am reasonable enough to know that all new services have their troubles, the customer service has been terrible.

I for one appreciate Yoyogi's comments and contact numbers. I don't intend to spend ridiculous amounts of time or money fooling around with my equipment to get the system running and if I have to go back to Telus, I intend to communicate why to them.

If anyone knows what "jack device" the technician was talking about, could you please post the info?