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Poll

How Long have you hadd this problem?
1 Month
26%
 26%  [ 4 ]
2 Months
20%
 20%  [ 3 ]
3 - 6 Months
40%
 40%  [ 6 ]
6 - 12 Months
13%
 13%  [ 2 ]
Total Votes : 15

Author Message
jgkoch
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 26, 2006
Posts: 20
Location: West Saint Paul, MN

PostPosted: Wed Aug 30, 2006 11:27 am    Post subject: Reply with quote Back to top

These are the results for pingplotter. I didn't know which website to test, and I don't know how to interpret them.

Target Name: www.vonage-forum.com
IP: 70.86.196.104
Date/Time: 8/30/2006 11:21:55 AM

1 0 ms 0 ms ip8100.vtechvoip [192.168.15.1]
2 5 ms 5 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.113.108.1]
3 5 ms 6 ms GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.87.177.25]
4 5 ms 9 ms te-8-3-ur02.invergrove.mn.minn.comcast.net [68.87.174.170]
5 8 ms 6 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.174.174]
6 7 ms 6 ms te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.81]
7 7 ms 5 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.77]
8 8 ms * te-8-1-ar01.roseville.mn.minn.comcast.net [68.87.174.73]
9 17 ms 15 ms [12.118.239.169]
10 41 ms 42 ms tbr2-p012301.cgcil.ip.att.net [12.123.6.13]
11 45 ms 46 ms tbr2-cl7.sl9mo.ip.att.net [12.122.10.46]
12 43 ms 47 ms tbr1-cl24.sl9mo.ip.att.net [12.122.9.141]
13 42 ms 40 ms tbr2-cl6.dlstx.ip.att.net [12.122.10.90]
14 39 ms 39 ms gar1-p3100.dlrtx.ip.att.net [12.123.16.165]
15 41 ms 39 ms [12.119.136.14]
16 -32764 ms 44 ms vl31.dsr01.dllstx3.theplanet.com [70.85.127.29]
17 -32764 ms 42 ms po32.dsr02.dllstx5.theplanet.com [70.85.127.110]
18 -32764 ms 48 ms po1.car06.dllstx5.theplanet.com [70.84.160.136]
19 45 ms 43 ms www.vonage [70.86.196.104]

_________________
Jon Koch
ISP: Comcast
Modem: Motorola SB5100 Surfboard
Broadband Phone: VTech 8100 IP
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oly_fred
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 20, 2006
Posts: 34

PostPosted: Wed Aug 30, 2006 11:38 am    Post subject: PingPlotter Reply with quote Back to top

Thank you for posting your pingplotter information, this is more of a tool to run over a period of time to gain statistical information regarding your service. I used www.vonage.com because it was the target I was trying to reach with my Voip service. Over time the tool will give you an analysis as to what the percentage of dropped packets are, this is key information. If you are having a high amount of packet loss then it is due to your modem and the isp's routers not speaking properly, i.e. replace modem or verify service quality.
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jgkoch
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 26, 2006
Posts: 20
Location: West Saint Paul, MN

PostPosted: Wed Aug 30, 2006 11:44 am    Post subject: Unterminated cable jacks Reply with quote Back to top

I'm assuming that by "unterminated cable outlets/jacks" you mean they're not attached to a device like a TV or modem? We do have one upstairs that is open. How would I "terminate" or cap it if we don't want to use it?

_________________
Jon Koch
ISP: Comcast
Modem: Motorola SB5100 Surfboard
Broadband Phone: VTech 8100 IP
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oly_fred
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 20, 2006
Posts: 34

PostPosted: Wed Aug 30, 2006 11:51 am    Post subject: Unterminated Coax Reply with quote Back to top

Yes, I did a google search for 75-Ohm Terminator, you should be able to find terminators for under $1.00 at a Radio Shack or other local electronics store.

"Use these 75-Ohm Terminators on all signal outputs that are not connected to a television or VCR. Un-terminated outputs can cause a 'herringbone' pattern to appear on some channels of the other sets connected to the splitter. These slowly moving, wavy lines will drive you crazy and diminish the performance of the video system."
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jgkoch
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 26, 2006
Posts: 20
Location: West Saint Paul, MN

PostPosted: Wed Aug 30, 2006 11:56 am    Post subject: Pingplotter results for www.vonage.com Reply with quote Back to top

Lines 13 and 14 list 100% packet loss.

Target Name: www.vonage.com
IP: 216.115.22.200
Date/Time: 8/30/2006 11:54:14 AM

1 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms ip8100.vtechvoip [192.168.15.1]
2 5 ms 6 ms 5 ms 6 ms 6 ms 6 ms 8 ms 5 ms 5 ms 7 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.113.108.1]
3 6 ms 7 ms 6 ms 6 ms 6 ms 7 ms 7 ms 5 ms 5 ms 7 ms GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.87.177.25]
4 5 ms 7 ms 5 ms 6 ms 6 ms 7 ms 10 ms 5 ms 7 ms 6 ms te-8-3-ur02.invergrove.mn.minn.comcast.net [68.87.174.170]
5 6 ms 6 ms * 6 ms 6 ms 7 ms 7 ms 6 ms 7 ms 7 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.174.174]
6 8 ms 6 ms 8 ms 8 ms 6 ms 7 ms 11 ms 6 ms 7 ms 7 ms te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.81]
7 7 ms 6 ms 7 ms * 6 ms 7 ms 6 ms 7 ms * 7 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.77]
8 8 ms 7 ms 7 ms 7 ms 6 ms 7 ms * 7 ms 7 ms 7 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87.174.73]
9 16 ms 16 ms 17 ms 16 ms 15 ms 17 ms 16 ms 17 ms 18 ms 16 ms [12.118.239.169]
10 38 ms 37 ms 38 ms 36 ms 36 ms 39 ms 41 ms 37 ms 37 ms 36 ms tbr1-p012301.cgcil.ip.att.net [12.123.6.9]
11 38 ms 38 ms 38 ms 37 ms 37 ms 39 ms 39 ms 39 ms 39 ms 36 ms tbr1-cl14.n54ny.ip.att.net [12.122.10.1]
12 37 ms 37 ms 36 ms 37 ms 36 ms 35 ms 40 ms 36 ms 35 ms 37 ms gar1-p300.nyzny.ip.att.net [12.123.3.89]
13 * * * * * * * * * * [-]
14 * * * * * * * * * * [-]
15 47 ms 38 ms 37 ms 38 ms 36 ms 38 ms 37 ms 36 ms 38 ms 37 ms www.vonage.com [216.115.22.200]

_________________
Jon Koch
ISP: Comcast
Modem: Motorola SB5100 Surfboard
Broadband Phone: VTech 8100 IP
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Gina516
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 11, 2006
Posts: 31

PostPosted: Wed Aug 30, 2006 12:11 pm    Post subject: Reply with quote Back to top

Just inserting a 'good luck' here as I've been thru every hoop going - Comcast will tell you anything over 10 hops is not theirs..... well, I see AT&T which they own beyond there but I digress...... I can't emphasize to you enough when you ring in - do NOT complain about Vonage - that's an instant 'we don't support....' and they'll write you off - you have a valid beef about packet loss and connectivity - stick to that because if they could do a good job at providing good service - you wouldn't be having problems with Vonage..... everything would simply WORK.
GOOD LUCK!
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jgkoch
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 26, 2006
Posts: 20
Location: West Saint Paul, MN

PostPosted: Wed Aug 30, 2006 1:35 pm    Post subject: Copy of online chat with Comcast Reply with quote Back to top

Shawn > Thank you. How may I help you?
Jon > We are experiencing problems with packet loss and jittery connectivity with our High Speed Internet service.
Shawn > I apologize for any inconvenience you have experienced with your connection but I would be happy to assist you with this.
Shawn > I am going to check on the network status and run some tests to your modem now. When did the issue first start?
Jon > This past month.
Shawn > Do you connect your computer directly to your modem? Or do you use a router?
Jon > We route through a broadband phone (VTech ip8100) ...but the same problem occurs if we connect directly to the modem.
Shawn > Are you experiencing issues now? I'm not showing any outages in your area, and the connection to your modem is excellent. There is no latency on the network to your modem at the moment either. ----73.113.90.20 PING Statistics----
25 packets transmitted, 25 packets received, 0% packet loss
round-trip (ms) min/avg/max = 40/41/51
Jon > Can you check the transmit and receive channel power?
Shawn > Both look great, no issues with stream power either.
Jon > I'm running PingPlotter and it shows 10-30% packet loss in a couple different areas before leaving the Comcast host.
Shawn > Can you run a traceroute to www.comcast.net and paste the results into this chat.
Jon > It won't let me send that many characters
Shawn > Then paste it into a notepad file, and copy and paste it in 2 parts.
Jon > 1 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms 0 ms ip8100.vtechvoip [192.168.15.1]
2 6 ms 6 ms 5 ms 6 ms 6 ms 9 ms 5 ms 6 ms 7 ms 5 ms c-3-0-ubr02.invergrove.mn.minn.comcast.net [73.113.108.1]
3 6 ms 7 ms 6 ms 6 ms 6 ms 19 ms 5 ms 9 ms 5 ms 6 ms GE-1-38-ur01.invergrove.mn.minn.comcast.net [68.87.177.25]
4 6 ms 7 ms 6 ms 6 ms 6 ms 11 ms 5 ms * 5 ms 6 ms te-8-3-ur02.invergrove.mn.minn.comcast.net [68.87.174.170]
5 8 ms 6 ms 5 ms 6 ms 6 ms 13 ms 5 ms 9 ms 7 ms 6 ms te-8-4-ur01.newport.mn.minn.comcast.net [68.87.174.174]
Jon > 6 6 ms 7 ms 5 ms 6 ms 6 ms 6 ms 6 ms 6 ms 7 ms 6 ms te-8-1-ur02.sims.mn.minn.comcast.net [68.87.174.81]
7 6 ms 6 ms 7 ms 7 ms 6 ms * * 6 ms 8 ms 6 ms te-8-3-ur01.sims.mn.minn.comcast.net [68.87.174.77]
8 6 ms 6 ms 8 ms 7 ms 6 ms 9 ms 5 ms 6 ms 7 ms 6 ms te-8-1-ar01.roseville.mn.minn.comcast.net [68.87.174.73]
9 24 ms 21 ms 23 ms 23 ms 22 ms 22 ms 23 ms 23 ms 23 ms 23 ms [12.117.139.205]
10 41 ms 43 ms 42 ms 42 ms 41 ms 43 ms 42 ms 42 ms 42 ms 41 ms tbr2-p033701.sl9mo.ip.att.net [12.123.24.206]
Jon > 11 42 ms 42 ms 42 ms 40 ms 40 ms 40 ms 42 ms 41 ms 42 ms 42 ms tbr2-cl7.cgcil.ip.att.net [12.122.10.45]
12 42 ms 41 ms 42 ms 42 ms 42 ms 46 ms 41 ms 42 ms 41 ms 43 ms tbr2-cl3641.phlpa.ip.att.net [12.122.10.94]
13 42 ms 41 ms 40 ms 41 ms 40 ms 40 ms 41 ms 40 ms 40 ms 41 ms gar2-p390.phlpa.ip.att.net [12.123.137.205]
14 44 ms 42 ms 42 ms 42 ms 43 ms 43 ms 42 ms 43 ms 44 ms * mdf1-gsr12-1-pos-6-0.nyc3.attens.net [12.122.255.126]
15 42 ms 42 ms 42 ms 43 ms 43 ms 43 ms 42 ms 43 ms 44 ms * sccsbix12-3-1.attbi.com [63.240.64.42]
Jon > 16 46 ms 43 ms 43 ms 42 ms 42 ms 51 ms 45 ms 47 ms 44 ms * [192.168.72.6]
17 45 ms 42 ms 44 ms 42 ms 42 ms 42 ms 43 ms 43 ms 44 ms * [192.168.72.77]
18 42 ms 44 ms 44 ms 42 ms 42 ms 42 ms 44 ms 44 ms 44 ms * [192.168.201.11]
19 42 ms 42 ms 44 ms 43 ms 42 ms 42 ms 44 ms 44 ms 43 ms * www.comcast.net [204.127.205.8]
Shawn > There are some timeouts, but it isn't increasing the time over 100ms, so they wouldn't be effecting any connection speeds.
Shawn > What are you pinging that is showing packetloss?
Jon > What I'm getting is choppy voice quality, echo, audio pauses, and occasional dropped calls with our Voip.
Shawn > There is nothing with your connection that would indicate the problem being caused by your connection, I apologize. There are some timeouts, which isn't uncommon, but the timeouts aren't effecting the connection rates.
Jon > Pingplotter is spiking high levels of packet loss at 68.87.164.74 (Roseville) - I'm pinging www.comcast.net right now.
Jon > 68.87.174.73 is the IP...sorry.
Shawn > What are your results from the ping to www.comcast.net?
Jon > It's what I posted. And the packet loss fluxuates from 10%-60%, mostly at the location I just mentioned.
Shawn > I only have the traceroute you did to www.comcast.net , and there is no latency shown in the results.
Shawn > Can you post the pingplotter results you have?
Shawn > I have not had a response from you in a while. If you are still here, could you please reply to this message?
Jon > It seems that the PingPlotter text results do not list the percentage of packet loss, only the delay numbers
Shawn > I apologize Jon, I'm not showing any issues with your connection. I can schedule a service call for you to investigate, incase the results I'm showing aren't accurate, but if no issue is found with Comcast services there would be a $49.95 service charge. Someone over 18 and english speaking would need to be home. Also, we are unable to troubleshoot Voip connections directly, only your internet connection.

_________________
Jon Koch
ISP: Comcast
Modem: Motorola SB5100 Surfboard
Broadband Phone: VTech 8100 IP
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oly_fred
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 20, 2006
Posts: 34

PostPosted: Thu Aug 31, 2006 6:11 am    Post subject: Customer Service Reply with quote Back to top

Welcome to our life for the past five months!! Sad What you need to tell them is that UDP is affected by packet loss. If they don't understand what UDP is, below is a brief explanation.

****
If I send a letter, regular postal mail, I have no way of knowing when or how it got there but I keep sending mail. This is UDP, no handshaking simply sending packets, typically used in gaming, Voip, etc.

I pickup the phone and dial a friend, they pickup and we start speaking to each other. This is TCP, a verified connection was made, we confirmed who we were and conversed back and forth.
****

Comcast doesn't seem to understand that they are also required to provide good UDP service not just speed for TCP service!! They seem to miss the mark on what exactly the internet is composed of!! A large part of the internet usage is UDP, but Comcast is large enough they don't care if they lose a person or not. I would call back Comcast and explain that you are unhappy with their service and you would like someone to come out and have a look at it and that you will not pay for shoddy service and you will start looking to alternatives to their service as it cannot provide you with the appropriate service you require!! Good luck!
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