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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage UK
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Joined: May 18, 2006
Posts: 10

PostPosted: Fri May 19, 2006 4:32 pm    Post subject: Choppy incoming audio - support is no help - what can I do? Reply with quote Back to top

I have called support 3 times, their advice has been totally useless, their so-called 'settings adjustments' have done nothing. I really really really want my Vonage to work, but need some help from someone with some real knowledge, and preferrably a similar setup for their home network.

**My setup** is bit different than the average one-router system.

My main router is a Linksys WRT54Gv5 - brand new.
3 pcs and my Vonage device plugged into the 4 lan ports,
wireless on (but seldom used by my laptop)

To run my Vonage line, I have a linksys WRTP54G router, which I got from Vonage, with the wireless function disabled. This is plugged into my 'main' router, as if were another PC on the Lan.

My internet connection is a 128k wireless dsl. Works great. My ISP has gone the extra mile for me already and is confident there is nothing to be changed that will affect the issue with my Vonage quality.

**The problem** I am having - I can place and receive calls, no problem. As far as I can tell, the other party can hear me just fine. When asked, nobody has told me otherwise. But on my end... it is awful, unusable. The incoming voice gets dropped every few seconds and I miss whole words or sentences, like a cell phone going in and out of range.
This is intermittent, but more frequently bad than good,
and I know it is not caused by other network activity
( I have tried it with no pcs attached, just Vonage ).

To fix this, I have tried everything that I or the Vonage support people can think of:
-- QoS on, off in the main router - no difference
-- Put the Vonage router first on the network - no difference
-- Make sure nothing is closer than 4 feet... yadda yadda

Can someone point me to the 'missing piece' of the puzzle?

I want my Vonage to work all the time... but getting very discouraged!!
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Joined: Oct 17, 2005
Posts: 76

PostPosted: Mon May 22, 2006 5:28 am    Post subject: Reply with quote Back to top

128k is just not enough. Also, what is your upload speed? Presumably much less than 128k? Sure, in theory some might tell you your connection is fast enough but theory isn't always real life. Add in some other traffic on your network and contention on your 128k and its just not going to work. I'd recommend getting a faster connection - Vonage is worth the few extra pounds and your PCs will benefit too.
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Vonage Forum Associate

Joined: Mar 13, 2004
Posts: 16

PostPosted: Tue Jun 27, 2006 2:57 pm    Post subject: Reply with quote Back to top

Surprisingly, I am having the exact same problem in the states. I have spent a couple of calls with Tech Support blaming the phone and telling me the phone adapter is too close to the router. The same setup has been in use for more than 2 years and it only happens intermittently and it is always on the incoming voice and almost always on incoming calls only.

I have a fiber connection with more than 10 mbps down and more than 1.20 mpbs up so it is unlikely it is my connection. I am suspecting that there is an isolated bandwidth bottleneck between the server and my home.

A second level tech support person would be helpful, but the second tech support rep insisted on repeating all the work that the first one did. Because he was 'so busy', he refused to take my cell phone number so he could call me back if we got disconnected, which we did.

When their service works good, it's great. When you have a problem with the service, you also have a problem with Tech Support.
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Joined: Mar 07, 2005
Posts: 45

PostPosted: Thu Jun 29, 2006 3:05 am    Post subject: Reply with quote Back to top

I have been suffering this for some time now on a 2mb line....already phoned tech supp a couple of times and they have been no help.

About to give it one last shot....before I hang the whole lot and go to BT total broadband!
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