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betsey78
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Joined: Jun 25, 2006
Posts: 8

PostPosted: Sun Jun 25, 2006 12:44 pm    Post subject: Problems with my vonage phone...any suggestions? Reply with quote Back to top

Hi,
I'm having problems with my Vonage phone. I tried calling customer service and they weren't a lot of help. There are a lot of times people on the other end get static and can't hear me. Does anyone know what i can do to fix the problem? Or has anyone had the same problem and suggestions on how to help this?
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arcking
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Joined: Apr 29, 2005
Posts: 497

PostPosted: Sun Jun 25, 2006 12:45 pm    Post subject: Reply with quote Back to top

What to post when having technical trouble with Vonage....

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DJWildBill
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Joined: Jun 19, 2006
Posts: 49
Location: Toms River, NJ USA

PostPosted: Sun Jun 25, 2006 2:40 pm    Post subject: Other People having trouble hearing you Reply with quote Back to top

Many factors contribute to people not being able to hear you without interference, static, dropping audio, or choppy audio (they get broken sentences from your end, but you hear the other party fine).

Just a brief description of Internet Service Providers.

Download speed pertains to the speed used to convey the other party's voice to you.

Upload speed (aka: Bandwidth) is what carries your voice to the other party.

DSL sometimes offers better service than Cable.

The best way to determine if the problem is Vonage, which is almost never the case, or your internet service provider is to run a speed test from your machine.

www.Speakeasy.net/speedtest provides an accurate reading of your up and download speed.

Choose the server closest to your geographical location.

Vonage ships their adapters set for High voice quality, 90 (Kbps) Kilo bits per second.

If you are also using one pc with Vonage, a PC will normally require 128 Kbps.

So, to have Vonage and a PC you need a minimum of 218Kbps of upload speed.

If you are faxing the requirement for a fax is 180Kbps, and with a computer on the same line, you would need a minium of 308Kbps to sustain both at the same time.

Satellite, or Radio Broadband is not recommended by Vonage due to latency (packet delay) issues.

Please let me know by posting a reply once you have completed the speed test and also include the following because your network configuration can also impact phone (VOIP) performance.

Several other major contributing factors are:

If you have cable, your cable model number. DOCSIS 1.x does not reliably support Voip.
If you are using a wireless router (such as Linksys WRT54G), with 2.4Ghz phones, they both are on the same frequency and battle for the frequency and the router can take your phone offline resulting in garbled audio, dropped audio, dropped calls, etc.
Too many devices on your network and insufficient bandwidth.

Most people pay for basic DSL, which is mediocre (at best) for a single PC, and not sufficient for Voip & a pc.

I currently pay for 8Mbps (Mega bits per second) and 768Kbps upload from Comcast because I have 3 Vonage lines.

On another note, a 3 way call requires the same BW as a fax 180Kbps upload and download.

Test your line speed and get back to me by posting to this message thread.

_________________
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Fired by Vonage Tier II Technical Support while on Disability
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betsey78
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Joined: Jun 25, 2006
Posts: 8

PostPosted: Sun Jun 25, 2006 3:10 pm    Post subject: Reply with quote Back to top

Hello,
Thanks so much for getting back with me.
I ran the speed check and below are the results:
Download speed - 2912 kbps
Upload speed - 238 kbps

I called my cable provider (Charter Communications) and they said my DOCSIS is 2.0.

I have a wireless router: Wireless-G 2.4 GHz (54 Mbps) - Linksys

The phone i am using is: Panosonic KX-TG5561 - 5.8 GHz Digital Gigrange.

Hopefully the information i have provided you is enough information. Please let me know if you need any other information.

Thanks again!
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qwertyui
Full Forum Member
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Joined: Jun 24, 2006
Posts: 64

PostPosted: Sun Jun 25, 2006 3:22 pm    Post subject: Please run the quality test and post results. Reply with quote Back to top

One more thing....

Please run this test and post results.

http://www.vonage-forum.com/voip-speed-test.html

The results of this test (or ones like it) are probably the most important information to troubleshoot your issue....

Also, you might want to try this (assuming you're using M$ Windows):

run
cmd
ping -l 1200 -n 100 www.yahoo.com

This will ping yahoo with 1200 bytes of data 100 times and give you a summary. You'll see your packet loss, latency, etc.

You can also post the summary.
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betsey78
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Joined: Jun 25, 2006
Posts: 8

PostPosted: Sun Jun 25, 2006 3:34 pm    Post subject: Reply with quote Back to top

Okay, i'm running this right now...i'll let you know the results once it is done running.
As for your second suggestion...
[I]Also, you might want to try this (assuming you're using M$ Windows):

run
cmd
ping -l 1200 -n 100 www.yahoo.com

This will ping yahoo with 1200 bytes of data 100 times and give you a summary. You'll see your packet loss, latency, etc.
[/I]...

I'm not sure how to do this? Can you explain further please?

Thanks!
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qwertyui
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Joined: Jun 24, 2006
Posts: 64

PostPosted: Sun Jun 25, 2006 3:55 pm    Post subject: operating system and ping Reply with quote Back to top

Are you running Windows?

I can tell you what to do in Windown or Linux/UNIX.
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betsey78
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Joined: Jun 25, 2006
Posts: 8

PostPosted: Sun Jun 25, 2006 3:58 pm    Post subject: Reply with quote Back to top

Yes, i have windows
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betsey78
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Joined: Jun 25, 2006
Posts: 8

PostPosted: Sun Jun 25, 2006 4:07 pm    Post subject: Reply with quote Back to top

I tried running the test you told me to..see link below
http://www.vonage-forum.com/voip-speed-test.html
and it made my computer go wack-o...so i had to close out of it 2x...should i try it again?
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qwertyui
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Joined: Jun 24, 2006
Posts: 64

PostPosted: Sun Jun 25, 2006 5:19 pm    Post subject: VoIP test and ping Reply with quote Back to top

I don't know why the Voip test didn't work. Works fine on my computer.

Please try ping instead:

Ping test

Click the Start button
Click Run
In the area to the right of “Open:” type
cmd
then click OK
This will open the “DOS window”
type
ping –l 1200 –n 100 www.yahoo.com
then hit Enter

This will ping yahoo with 1200 bytes of data 100 times and give a summary including minimum, maximum and average latency and also packet loss.

you can substitute another site that supports ping, such as www.mit.edu for www.yahoo.com.

Cutting and pasting from the DOS window is something of a pain. You have to click the little C:> logo in the top left, click edit, then mark, then use the mouse to highlight what you want to copy and then hit enter. Once you’ve done this you can paste it into your next post.
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