Problem with Hiss, Echo and Jacks

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

I am a new user, getting a hiss and echo on my phone. If I plug the cord that would normally go into the jack, into my device, the people I call get an echo and I get a hiss. If I plug the handset directly into the device (so that the base isn't plugged into anything), it makes it worse - in other words, I get the echo too.

I ran some test from this site. The results are:
My Results
Download 2,028,128 bps
Upload 388,232 bps
QOS 68%
RTT 98 ms
MaxPause 141 ms

The device is: Motorola VT1005RB

I am particularly annoyed to discover that the jacks around the house don't work and that this requires some disabling of the Telus line which I am not prepared to do because a) I rent the house and b) I am so non-technical I do not want to touch the wiring. (the instructions I've read here make no sense.)

Clearly this is a new company and fairly new technology so there are going to be problems on both ends of the tech and customer service spectrum (which has been bad, but not as bad as some of the comments I've read on the forums.)

I think it is irresponsible that Vonage says nothing in their advertising about having to modify wiring for jacks - nor in their welcome package - nor when ordering service, even when asked. The system is not as easy to hook up as they claim aside from the actual link to the computer. Mine computer is in the basement rec room but i would like to sit my ass on the couch upstairs once in a while to chat with people. I would not have changed my service (or would have gone with Shaw-my internet service provider if I had know this.)

Is this normal to have to change or turn off the electricity to the jacks?

I suppose I can try a mobile phone but had not planned on getting suckered with that expense. I guess you get what you pay for. Please warn others before you refer them of this problem. I wish the people who had referred me had said something before I went to all this trouble.

Posts: 30 · Vonage Forum Junior Joined: Jul 03, 2006 Posts: 30

If you're getting a hiss/echo/static (NOT choppy audio) and your phone is plugged directly into the device. Then perhaps the port on the device is bad. Call customer care and have them switch ports and assign your line to port 2. If that doesn't work, and you still get that they will probably replace your device if you're within warranty.

Just to warn you, if you go to the standard level care agent, they will just have you reboot the device. Obviously that won't work in your case.

Your numbers seem fine (although they could be a bit better), but they don't seem to be causing a problem. Bandwidth related audio problems are 99% choppy audio problems and NOT static/echo/hiss/etc.

Note that Vonage doesn't support home wiring, they can only give you basic information. The agents should not have stated that Vonage can 100% work with your home wiring. You must understand that all home wiring is different and Vonage can't say that it will work in all cases.

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

Thanks for the info.

You are right that they cannot be responsible about interior lines, but should have been honest with respect o my query. The poor customer service will ensure the other phone companies stay in business.