Intermittent service - not sure how to troubleshoot

Posts: 3 · New Forum Member Joined: Aug 03, 2006 Posts: 3

Hi everyone - I have a cable connection to the internet here in Evanston, IL (847) via Comcast.

The internet pipes in through the cable modem, goes to a Microsoft wireless router, and then is connected via a network cable to a Linksys Voip router that Vonage sent me.

My service has all kinds of intermittent problems:

1) Sometimes I'll make a call and the people on the other end can't hear me at all, though I can hear them fine.

2) Sometimes I'll make a call and the people on the other end can just barely hear me though I can hear them fine.

3) Sometimes I'll make a call, be mid-conversation and then the person on the other line reports that the line has gone dead though I can hear them just fine.

Vonage support hasn't been of much help and I'm desparate to get my phone line working properly - I use it for work and it's upsetting to be having problems.

Where do I start to find a solution to these problems?

Thanks for your help!

G

Posts: 282 · Posted: Thu Aug 03, 2006 4:07 pm Post subject:

First thing to do is to read the sticky at the top of the forum and provide the requested information about your service. From there, you will find a number of knowledgeable folks here that will have a good idea on how to get you running correctly.

http://www.vonage-forum.com/ftopic7191.html

Posts: 3 · New Forum Member Joined: Aug 03, 2006 Posts: 3

Sorry about that - here are the details of my issue and system:

1. Evanston, IL

2. Comcast (cable)

3. Download speed: 2172008 bps, Upload speed: 362304 bps

4. Modem: Terayon TJ715x (provided by Comcast)

5. Vonage adapter: Linksys RTP300

6. Setup of Network: Modem->Router (Microsoft MN-500)->Vonage Adapter->Phone (also tried Modem directly to Vonage Adapter with same problems)

7. Issues:
My service has intermittent problems:
A) Sometimes I'll make a call and the people on the other end can't hear me at all, though I can hear them fine.
B) Sometimes I'll make a call and the people on the other end can just barely hear me though I can hear them fine.
C) Sometimes I'll make a call, be mid-conversation and then the person on the other line reports that the line has gone dead though I can hear them just fine.

8. Voip Test:
Speed test statistics
---------------------
Download speed: 2172008 bps
Upload speed: 362304 bps
Quality of service: 95 %
Download test type: socket
Upload test type: socket
Maximum download pause: 112 ms
Average download pause: 6 ms
Minimum round trip time to server: 36 ms
Average round trip time to server: 37 ms

Voip test statistics
--------------------
Jitter: you --> server: 5.1 ms
Jitter: server --> you: 8.5 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 1.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 4
Estimated MOS score: 4.0

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

How long have you been having these problems? I ask because Vonage isn't offering the RTP300 any more. Just curious.

Meanwhile, your packed losses on the downlink are moderately high, which is surprising since the problem is in the other direction. Please run a comparison test at www.testyourvoip.com (test call to Boston) and post the detailed results here.

You're using a wireless router. Is there a 2.4 GHz cordless phone in the picture? That combination can cause problems. I note, though, that you've tried modem to RTP300 direct. Was the wireless disconnected or plugged into the RTP?

Posts: 3 · New Forum Member Joined: Aug 03, 2006 Posts: 3

Thanks for the reply - I've been having intermittent problems for a long time - I'd say at least 9 months and I've been a customer for about a year. It's tough to say - it may have been the whole time.

I do have a 2.4 ghz cordless phone - the only problem I've noticed is that occassionally if I'm on the cordless phone and using the wireless internet on my laptop, the wifi is blocked until I end the call. But that's only SOMETIMES. Odd. But the other computer in the office which does not use WIFI never loses it's internet connection.

Here are the results of the test - they were obtained over the wifi on the laptop - I scored a 3.9. The office computer on the other hand, which does not use WIFI got a 4.3

MOS Analysis From You TO Boston
MOS analysis chart
Media Quality
MOS
3.6 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 40.2%
Latency 0.00 0.0%
Packet Discards 0.85 59.8%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 120 ms
Packet Discards 2.9%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 100 ms
Burst Loss
Jitter
Min: 0 ms
Avg: 4 ms
Max: 100 ms
Signaling Quality
Post-Dial Delay 70 ms
Call Setup Time 80 ms
Media Delay 160 ms

MOS Analysis FROM Boston To You
MOS analysis chart
Media Quality
MOS
3.9 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 51.6%
Latency 0.00 0.0%
Packet Discards 0.21 18.8%
Packet Loss 0.33 29.5%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 120 ms
Packet Discards 0.9%
Packet Loss 1.5%
Loss Periods
Min: 20 ms
Avg: 60 ms
Max: 160 ms
Burst Loss
Jitter
Min: 0 ms
Avg: 3 ms
Max: 130 ms
Signaling Quality
Post-Pickup Delay 64 ms
Call Setup Time 79 ms
Media Delay 98 ms

Thanks for your help, I really appreciate it.

Posts: 3 · New Forum Member Joined: Aug 04, 2006 Posts: 3

I have virtually the same setup as "uogecko". I have Comcast. From the cable modem the line goes directly into my D-Link DI-624 wireless router and the RTP300 is connected to the back of that router. I also have a 2.4 GHz cordless phone (which I will soon replace due to problems I've had with it and the DI-624 router).

I also have the same problems, I can hear people fine on the phone, but those on the other end report a choppy voice.

I'll post all the required info later when I get home from work. Thanks...

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Uogecko, I would start by getting a simple corded phone and trying it for awhile. Even though you don't believe that the cordless is causing the Voip problem, very odd things do happen and you need to completely eliminate this as the problem.

Your Voip test results are in the marginal category, which kinda describes your phone service (if you're being kind). I would temporarily unplug the MN-500 and plug a computer directly into your modem. Repeat the test and see if the results improve. If they do, then the problem is in your equipment somewhere; if they don't, then you may have an ISP issue.