Breaking up, dropping out, Comcast + Vonage blame each other

Posts: 31 · Vonage Forum Junior Joined: Jun 11, 2006 Posts: 31

[font=Arial] [/font] Greetings from Gina in the Boston area. I've had Vonage for 3 years without a problem but the 6 last weeks have been impossible. Sometimes I answer my phone to hear no one but they could hear me. Most of the time I hear callers fine - but for them - I'm breaking up, dropping out, or the call is lost entirely. Sometimes I have no dial tone. I've been through every hoop possible with Vonage and Comcast, each blame the other for the problem and my phone is no better. Relatives next town over on Adelphia (now owned by Comcast) are having the same problems with their Vonage. Vonage has been through every diagnostic - said they had a problem on the server but fixed it at one point in May - another time moved me to a newer proxy server. Comcast has been out, everything is working fine with our Motorola SB5120 Docsys 1.1 modem.
My up and downloads are screaming - I have no problems there - here's Boston to SanFrancisco off of Speakeasy: Download Speed: 4766 kbps (595.8 KB/sec transfer rate)
Upload Speed: 357 kbps (44.6 KB/sec transfer rate)
And here is my recent Voip test fromyour site:
My Results
Download 4,711,208 bps
Upload 364,648 bps
QOS 82%
RTT 25 ms
MaxPause 166 ms
which has to be a fluke gooding since i can't make or receive one successful call without problem.
Running tracert yahoo.com I get * and time outs....
1 2 ms 1 ms 1 ms 192.168.2.1
2 4 ms 3 ms 3 ms 192.168.102.1
3 10 ms 9 ms 10 ms 73.168.16.1
4 9 ms * 12 ms ge-2-40-ur01.brockton.ma.boston.comcast.net [68.
87.151.25]
5 10 ms * 13 ms 10g-9-4-ar02.needham.ma.boston.comcast.net [68.8
7.144.29]
6 11 ms 12 ms 12 ms 12.125.47.49
7 42 ms 25 ms 55 ms gbr2-a31s3.cb1ma.ip.att.net [12.127.5.42]
8 75 ms 26 ms 52 ms tbr2-cl16.n54ny.ip.att.net [12.122.10.22]
9 53 ms 27 ms 43 ms tbr2-cl15.wswdc.ip.att.net [12.122.10.54]
10 37 ms 25 ms 53 ms gar1-p390.ascva.ip.att.net [12.123.8.53]
11 * * * Request timed out.
12 25 ms 25 ms 37 ms ge-0-0-0-p100.msr1.dcn.yahoo.com [216.115.108.1]

13 24 ms 25 ms 25 ms ge5-2.bas2-m.dcn.yahoo.com [216.109.120.199]
14 26 ms 27 ms 24 ms w2.rc.vip.dcn.yahoo.com [216.109.112.135]

Trace complete.

C:\Documents and Settings\Gina>tracert yahoo.com

Tracing route to YAHOO.COM [216.109.112.135]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.2.1
2 4 ms 3 ms 3 ms 192.168.102.1
3 10 ms 9 ms 14 ms 73.168.16.1
4 9 ms * 11 ms ge-2-40-ur01.brockton.ma.boston.comcast.net [68.
87.151.25]
5 11 ms * 10 ms 10g-9-4-ar02.needham.ma.boston.comcast.net [68.8
7.144.29]
6 11 ms 11 ms 9 ms 12.125.47.49
7 28 ms 24 ms 28 ms gbr2-a31s3.cb1ma.ip.att.net [12.127.5.42]
8 24 ms 26 ms 24 ms tbr2-cl16.n54ny.ip.att.net [12.122.10.22]
9 26 ms 26 ms 28 ms tbr2-cl15.wswdc.ip.att.net [12.122.10.54]
10 27 ms 23 ms 23 ms gar1-p390.ascva.ip.att.net [12.123.8.53]
11 * * * Request timed out.
12 24 ms 26 ms 25 ms ge-1-0-0-p100.msr1.dcn.yahoo.com [216.115.108.41
]
13 25 ms 24 ms 24 ms ge5-2.bas2-m.dcn.yahoo.com [216.109.120.199]
14 25 ms 25 ms 26 ms w2.rc.vip.dcn.yahoo.com [216.109.112.135]

Trace complete.

Looks like Comcast to me but I'm being written off. Seems we all put up with the hiccups due the cheap price but we're well beyond my patience level now. Anyone have a solution, I can't go on like this.

Much appreciated,
Gina

Posts: 253 · Vonage Forum Master Joined: May 23, 2006 Posts: 253

well, i can suggest you to call them both and ask them update all the settings of your system.

might the reason here is that the system still in it's old settings and never changed yet.

remember there's a lot of changes in every single time in every things.

hope you get this thing finish

have a great day!

Posts: 35 · Posted: Tue Jun 13, 2006 5:42 pm Post subject:

Cutting out = packet loss from the ISP end. I can almost guarantee you it is the SB5120 cable modems as those things constantly go bad. Try this. Goto a command prompt (start->run->cmd) and run ' ping -t -l 600 www.yahoo.com ' and let that run for about 10-20 minutes checking for fluctuations in your latency times over 100ms (avg of 50ms spiking to over 150-200ms would be jitter - choppy/garbled audio) or packet loss (request timed out = dropped audio - either on one end or both).

If you are seeing a lot of time outs, you probably have a bad sb5120 which would not surprise me. If you do see this, connect your cable modem straight to your pc, and rerun this same test (don't forget to restart the cable modem after connecting to your pc or you won't get an ip on the pc) and check for packet loss. If you still get it, time for a new cable modem. I've seen sb5120's go bad after 3 months and sometimes it takes a year. Try and get a sb5101 or another brand if you can only get another 5120