VPhone- no audio either end

Posts: 4 · New Forum Member Joined: Aug 04, 2006 Posts: 4

Got my VPhone 1 week ago, and have been trying since then to get it to work. Vonage tech support has had many suggestions, none of which worked.

When placing or receiving a call, I can hear ringing, until the line is connected, at which point all I hear is silence. The other party also hears nothing but silence. I know it is not a volume or mic issue, as I have used the vphone to talk to people using the audo call feature on Google talk. No problem during Vphone config mic test either, and when I make a call, my voice registers on the sound meter. I have my windows firewall set to accept Vonage software, and have tried turning it off ompletely. I have no other firewalls running. My internet speed is fine, just got a new modem. here is my info:

Location: San Diego, CA
ISP: Cox, Cable
Download speed: 3768 kbps Upload speed: 1016 kbps
Modem: Motorola SB5100 (brand new)
Vonage adapter: Vphone
Network setup: modem--->wireless router (excellent signal)---->laptop
Issue: no audio for either party
Voip test results:
Speed test statistics
---------------------
Download speed: 1239224 bps
Upload speed: 1056360 bps
Quality of service: 55 %
Download test type: socket
Upload test type: socket
Maximum download pause: 177 ms
Average download pause: 10 ms
Minimum round trip time to server: 98 ms
Average round trip time to server: 109 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.9 ms
Jitter: server --> you: 9.4 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.8 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 14
Estimated MOS score: 4.0

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

Your QoS doesn't look very good, and I'm concerned about the packet discards on the downlink. Please run a comparison test at www.testyourvoip.com (test call to Boston) and report the detailed results here. Then, if your laptop has a wired connection, please remove your router temporarily, plug your computer directly into the modem, and repeat the tests.

If you have a cooperative friend with broadband, it would be helpful to test the Vphone on his/her computer.

Posts: 4 · New Forum Member Joined: Aug 04, 2006 Posts: 4

Thanks for the quick reply Steve! I tested @ testyourvoip.com and got a score of 4.4, which is pretty good, from what I can tell. I tried pluggin directly into my modem, with no change in the situation. I'll be able to try a different computer later, and I'll post the results as soon as I do.

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

OK. I'd ask for the detailed results, but with a 4.4 they're bound to be excellent. Was that in both directions?

Posts: 4 · New Forum Member Joined: Aug 04, 2006 Posts: 4

Yeah, 4.4 both directions, 0% packet loss from me to boston, 3.2% from boston to me. No packet discards, no latency. Tried the Vphone again right now with a different laptop, (same network) with same problem still occurring, so my guess is it's probably not anything with my computer. Here are the detailed results. Maybe you can see something I don't. First is me to Boston, then Boston to me.

MOS
4.4 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 100.0%
Latency 0.00 0.0%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 163 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods
Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss
Jitter
Min: 0 ms
Avg: 5 ms
Max: 16 ms
Signaling Quality
Post-Dial Delay 109 ms
Call Setup Time 109 ms
Media Delay 250 ms

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

Degradation Sources
Codec 0.57 96.8%
Latency 0.00 0.0%
Packet Discards 0.00 0.0%
Packet Loss 0.02 3.2%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 163 ms
Packet Discards 0.0%
Packet Loss 0.1%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss
Jitter
Min: 4 ms
Avg: 6 ms
Max: 27 ms
Signaling Quality
Post-Pickup Delay 122 ms
Call Setup Time 138 ms
Media Delay 158 ms

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

Yes, those are excellent results. By the way, the packet loss from Boston to you is only 0.1% (very good), not 3.2% (awful). The packet loss is responsible for 3.2% of your degradation, but since you have essentially no degradation that's meaningless.

I begin to suspect that your V-phone or something in the computer programming is the problem. Please let us know how it works when you try it with another service.

Posts: 4 · New Forum Member Joined: Aug 04, 2006 Posts: 4

Oh,

thanks for explaining. I'll try it on a friend's computer ASAP on a different network. Do you think maybe I can ask Vonage for a replacement if it doesn't work at that point?

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

I certainly would. There's no indication of anything wrong with your internet service and the phone is not working. You've given tech support an opportunity to fix it; now it's time for Vonage to stand and deliver.

I'd make the next support call to 888 250 1799, explain the situation to customer service, and ask for tier 2 support.

Posts: 22 · Vonage Forum Associate Joined: Jul 26, 2006 Posts: 22

Your options.ini file may be corrupted (as happened to me). The fix is to delete the options.ini file in the Vonage folder on the V-Phone. Then, shut down the V-Phone (via software or simply unplug it) then restart it. The software will automatically rebuild the options.ini file correctly. This worked perfectly for me.

Posts: 1 · New Forum Member Joined: Aug 15, 2006 Posts: 1

I have the exact same problem with Valentino using it on my laptop. I tested that v-stick with other computers that I have in the house and it works fine. I do not know what the conflict might be.