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sumner
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Joined: Aug 17, 2006
Posts: 7

PostPosted: Thu Aug 17, 2006 11:32 pm    Post subject: Outbound Voice dropout with Cox Cable/Motorola SB5120 modem Reply with quote Back to top

I am a new Vonage user. Experiencing excellent and clear voice signal inbound. Clear signal on outbound voice, however, frequent drops 3-6 seconds). People tell me that it sounds as the phone is dead. It happens on every conversation.

Did extensive troubleshooting with Vonage tech support. Cable bandwidth seems to be more than adequate. Vonage tech support suggests that its the Motorola SB5120 cable modem, indicating that other Vonage users have had the same problem. Recommended I go to Cox and try to swap out the modem, but Cox said this is the only modem they now offer (although they support many others). I am free to purchase a new modem, and they will provision it.

I ran the Voip test 3 times. Twice got very good data, but once got a 16% packet loss. My worst test results at the bottom of this message.

Has anyone had similar experience, and what was the resolution. Will a switch out of the cable modem correct the problem? Any recommendations on what modems might work best.

Current configuration: Motorola SB5120-->D-Link DI524Router-->D-Link VTA-VD

Thanks.



Voip Test Results:
Speed test statistics
---------------------
Download speed: 4183280 bps
Upload speed: 517824 bps
Quality of service: 57 %
Download test type: socket
Upload test type: socket
Maximum download pause: 122 ms
Average download pause: 8 ms
Minimum round trip time to server: 100 ms
Average round trip time to server: 103 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.7 ms
Jitter: server --> you: 9.1 ms
Packet loss: you --> server: 16.6 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 6
Estimated MOS score: 3.5
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oly_fred
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 20, 2006
Posts: 34

PostPosted: Fri Aug 18, 2006 6:03 am    Post subject: Re: Outbound Voice dropout with Cox Cable/Motorola SB5120 mo Reply with quote Back to top

sumner wrote:
I am a new Vonage user. Experiencing excellent and clear voice signal inbound. Clear signal on outbound voice, however, frequent drops 3-6 seconds). People tell me that it sounds as the phone is dead. It happens on every conversation.

Did extensive troubleshooting with Vonage tech support. Cable bandwidth seems to be more than adequate. Vonage tech support suggests that its the Motorola SB5120 cable modem, indicating that other Vonage users have had the same problem. Recommended I go to Cox and try to swap out the modem, but Cox said this is the only modem they now offer (although they support many others). I am free to purchase a new modem, and they will provision it.

I ran the Voip test 3 times. Twice got very good data, but once got a 16% packet loss. My worst test results at the bottom of this message.

Has anyone had similar experience, and what was the resolution. Will a switch out of the cable modem correct the problem? Any recommendations on what modems might work best.

Current configuration: Motorola SB5120-->D-Link DI524Router-->D-Link VTA-VD

Thanks.



Voip Test Results:
Speed test statistics
---------------------
Download speed: 4183280 bps
Upload speed: 517824 bps
Quality of service: 57 %
Download test type: socket
Upload test type: socket
Maximum download pause: 122 ms
Average download pause: 8 ms
Minimum round trip time to server: 100 ms
Average round trip time to server: 103 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.7 ms
Jitter: server --> you: 9.1 ms
Packet loss: you --> server: 16.6 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 6
Estimated MOS score: 3.5


Check this out: http://www.vonage-forum.com/sutra89016.html#89016
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Fri Aug 18, 2006 6:46 pm    Post subject: Reply with quote Back to top

Sumner, please run a comparison Voip test at www.testyourvoip.com (test call to Boston) and post the detailed results here. Then plug your computer directly into the modem and repeat both tests. Post those results as well.

_________________
Steve Gray
Orlando, FL
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sumner
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Joined: Aug 17, 2006
Posts: 7

PostPosted: Fri Aug 18, 2006 8:29 pm    Post subject: Outbound Voice dropout with Cox Cable/Motorola SB5120 modem Reply with quote Back to top

Steve,

I ran 2 tests with my standard configuration, and results are below. I then tried to connect my laptop directly into the modem, and was unable to get internet connectivity. I tried running the network setup wizard and new connection wizard, and was unable to get internet connectivity. Don't know if Cox ISP is configured to recognize my router on my side of the modem, and when I plug my laptop directly, it does not let me through. From what I can tell of the test, my results through my router look pretty good (am I correct?). If it's important to run the test plugged directly into the modem, could you offer some suggestions on what I may not have done correctly in my direct connect to the modem.

Thank you, in advance, for your help.

Sumner, in Rancho Palos Verdes, Ca.

Test Details #1
The information below explains why your call quality score (MOS) was less than perfect.
Find the results that you want more quickly...
Jump to: Media Quality Signaling Quality Voip Traceroute

MOS Analysis From You TO Boston

Media Quality
MOS
4.3 / 5.0
(Best with G.711 is 4.4)



Degradation Sources
Codec
0.58 86.1%
Latency
0.00 0.0%
Packet Discards
0.09 13.9%
Packet Loss
0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 165 ms
Packet Discards 0.5%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 0 ms
Avg: 5 ms
Max: 38 ms

Signaling Quality
Post-Dial Delay 141 ms
Call Setup Time 141 ms
Media Delay 297 ms
MOS Analysis FROM Boston To You

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
0.02 3.2%
Packet Loss
0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 165 ms
Packet Discards 0.1%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 4 ms
Avg: 6 ms
Max: 26 ms

Signaling Quality
Post-Pickup Delay 127 ms
Call Setup Time 163 ms
Media Delay 182 ms


I did not pick up the trace-route analysis
Test Details #2
The information below explains why your call quality score (MOS) was less than perfect.
Find the results that you want more quickly...
Jump to: Media Quality Signaling Quality Voip Traceroute

MOS Analysis From You TO Boston

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



Degradation Sources
Codec
0.58 93.0%
Latency
0.00 0.0%
Packet Discards
0.04 7.0%
Packet Loss
0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 171 ms
Packet Discards 0.3%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 0 ms
Avg: 5 ms
Max: 32 ms

Signaling Quality
Post-Dial Delay 234 ms
Call Setup Time 234 ms
Media Delay 391 ms
MOS Analysis FROM Boston To You

Media Quality
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 171 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss

Jitter Min: 4 ms
Avg: 7 ms
Max: 27 ms

Signaling Quality
Post-Pickup Delay 130 ms
Call Setup Time 141 ms
Media Delay 164 ms


Voip Traceroute Analysis





MOS Comparison
Your MOS score against other users.
Time span: past week.
M
O
S

S
c
o
r
e
< 2.0 9%
< 3.0 10%
3.1 3%
3.2 3%
3.3 3%
3.4 4%
3.5 4%
3.6 5%
3.7 5%
3.8 7%
3.9 4%
4.0 4%
4.1 7%
4.2 8%
4.3 11%
4.4 12%

Based on more than 17000 results

Compare my result to other results over the past


Don't filter the results

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sumner
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Joined: Aug 17, 2006
Posts: 7

PostPosted: Fri Aug 18, 2006 8:37 pm    Post subject: Outbound Voice dropout with Cox Cable/Motorola SB5120 modem Reply with quote Back to top

Steve.

Here is the URL for the second test. Probably a lot easier to read:

http://www.TestYourVoIP.com/details.html?id=MGGQ4Y

.....sumner
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Gina516
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 11, 2006
Posts: 31

PostPosted: Sat Aug 19, 2006 12:48 pm    Post subject: Reply with quote Back to top

Hi Sumner, whether here or the broadband forums you'll find hundreds of folks with issues with the SB5120. Vonageis well aware as they've been fielding headache calls for months since everyone initially blames them. I've been having the same problem since April - Looks like you're heading down the same road.
I bought a new Modem - a Linksys off of NewEgg for 42.99 after rebate/free shipping - it was here in one day - had it running only since last night BUT I have a happy connection again! No more phone drop outs - computer screaming across the internet again.
I don't want to diss the SB51xx series - it was a kickbutt modem BUT back in April something went flooey in the firmware they're dishing that made Voip, video conferencing, VPN and gaming near impossible. We'd ran that modem for years just fine - and 3 years with Vonage that were near flawless.... until April. Here's a copy of my last post - if it looks like a familiar story to you - Do yourself a favor and spare yourself the endless diagnostics and frustration - pick up a Linksys or a D-Link and see if it corrects your problem. If it doesn't - you simply bring it back and make Cox find the problem.

SB5120 modem, Docsys 1.1, 2.0
Vonage - motorola adapter
Comcast

Problems since April.

Symptoms:
Voip - I can here them but I drop out for 10 to 20 seconds at a time frequently throughout the call. Occasionally choppy. Problems occur every single call that I must make an immediate announcement for them to stay with me, I will drop out - be able to hear them, they just won't be able to hear me for spells.
Can not video conference anymore, broken audio, video freezes (vrmeetings/meetingplaza w smart bandwidth compression that even a dial up should fly and MSN). We do not do gaming.

Upload issue now showing on simply surfing net as usual, data has to be transmitted several times to go.

DX:
Ping tests and tracerts - heaps of time outs, packet loss, latency 100 - 300 ms
Voip tests - 59% - 82% QOS usually
Speed tests - sometimes good, sometimes under 300 on my UL.
Modem log - warnings, criticals, time outs - box loses signal.
Have taken Vonage adapter out of loop - no difference.
Have taken network down and run one pc through SB5120 - no difference.
Found hundreds of uers on this and broadband forums all with same complaint on SB5120: Voip UL issues, VPN, gaming, video conferencing problems.

Comcast response:
A unique and mysterious issue.
Phone support sees modem dropping out hundreds of times but techs to house say they don't know what they're talking about.
Replaced line pole to house.
Made me swap modem out at local Comcast store (replaced with same model - SB5120).
Complete denial of any issues whatsoever.
Mad at Fred who posted the Comcast engineers name and number who admitted via his own bench-testing that there WAS a problem with the 5120.

Best guess:
Firmware issue with SB51xx's - when we first plugged the new one in we were screaming and functional again - within a matter of hours (firmware updates) we were dead in the water again.

Solution:
Waiting for my new Linksys modem to arrive, it has solved Fred and many others problems immediately.

Best wishes to all just starting out on this road, I've been at battle since April.

Gina
12 miles south of Boston
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sumner
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Joined: Aug 17, 2006
Posts: 7

PostPosted: Sat Aug 19, 2006 1:29 pm    Post subject: Outbound Voice dropout with Cox Cable/Motorola SB5120 modem Reply with quote Back to top

Thanks Gina, I have read through the forum about all the Moto SB5120 problems. I assume the modem you are very satisfied with is the Linksys BEFCMU10 cable modem. My cable company (COX) will support it. It is definetly worth a try to have clear phone conversations.

...sumner in rancho palos verdes, ca.
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Gina516
Vonage Forum Junior
Vonage Forum Junior


Joined: Jun 11, 2006
Posts: 31

PostPosted: Sat Aug 19, 2006 2:53 pm    Post subject: Reply with quote Back to top

So far so good - like the 'old days' - everything simply functioning as it should. Been only a day for us but every call so far (11 calls between the 3 of us and my daughters lasting hours) haven't had a single drop out. Fred has had the same success for a week now, with the same model modem.
I really do wish you luck!
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Aug 19, 2006 8:07 pm    Post subject: Reply with quote Back to top

Sumner, you're correct that those results look fine through your router. That being the case, it isn't necessary to do tests without the router. Why the forum test showed one bad result is a mystery, but it may have been a fluke.

It sounds as if Gina has you on the right track.

_________________
Steve Gray
Orlando, FL
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dheiy
Vonage Forum Master
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Joined: May 23, 2006
Posts: 253

PostPosted: Sun Aug 20, 2006 8:13 pm    Post subject: Reply with quote Back to top

addition on this guys,,,
try to simplify your seetings by hooking up your Vonage box directly on the modem;observe if the prob recurs...
might this router could also intercept the signals from the cox modem..
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