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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Tue Oct 10, 2006 10:48 pm    Post subject: Choppy audio due to Comcast losing packets. Using WRTP54G Reply with quote Back to top

My first post, so I followed the guidelines per the book...
1. Your location - Plano, TX (Dallas suburb)
2. Your ISP name and type (cable, DSL, wireless etc) Comcast Cable (Received e-mail saying they will become Time Warner soon)
3. Upload and download speeds 1213752 bps and 362936 bps respectively
4. Modem make and model Motorola surfr SB5120
5. Type of Vonage adapter used Linksys WRTP54G
6. Setup of Network Cable Modem---->Vonage Adapter-->PC
7. Issue you are experiencing. Choppy calls that results in Internet connection being restarted. I'm saying choppy because that's how Vonage tech support characterized it. 9 out of 10 calls go mute both ways within the first 90 seconds of the call. If both parties remain on the line, the call is re-established anywhere within 30 sec and 2 minutes without intervention. This happens as long as you stay on the call, and some times frequency of occurrence increases. Browsing alone does not seem to be a problem, but I must admit I only use my connection to read news, fantasy football, check my gmail account, buy stuff, etc.
Steps taken by Vonage tech support so far:
7.a Hade me enable cloning on the Vonage device.
7.b Switched the Vonage device to line 2
7.b Verified that I have latest firmware. (I checked with the Super Senior Technician, the one you talk to after spending 60+ minutes over the phone and confirmed I did, I am currently on 1.00.62
7.c They had me C:>/tracert yahoo.com
Since this showed that I lost some packets and some >130ms delays, Super Duper Senior Vonage technician concluded that the problem is my ISP. Somehow I just did not buy it but had no proof to the contrary.
Have not tried contacting Comcast yet, but I figured I'd post my experience here anyway.
Anybody has any ideas to fix this problem?
8. After several attempts, these are my results for the Voip test. I have not been able to run it again, because apparently I ran it too many times already (The first 4 or 5 times, it said it could not perform Voip speed test and only gave me download and upload speeds)


Speed test statistics
---------------------
Download speed: 1213752 bps
Upload speed: 362936 bps
Quality of service: 73 %
Download test type: socket
Upload test type: socket
Maximum download pause: 180 ms
Average download pause: 39 ms
Minimum round trip time to server: 99 ms
Average round trip time to server: 106 ms

Voip test statistics
--------------------
Jitter: you --> server: 9962.1 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.9 %
Packets out of order: 100.0 %
Number of supported Voip lines: 6
Estimated MOS score: 3.5
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Tue Oct 10, 2006 11:14 pm    Post subject: Update. Called comcast and will dispatch technician nxt week Reply with quote Back to top

Just to keep everyone updated, I just got off the phone with Comcast, it turns out that they are effectively now Time Warner. Cry
Anyways, after initially claiming that ping-wise everything looked A-OK, they will dispatch an engineer because they realized there was "some packet loss going on". Next Tuesday 10/17 I will hopefully have some more news. In the meantime, my phone is no bueno. My wife is getting ready to kill me.
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Wed Oct 11, 2006 9:57 am    Post subject: Update. Call from Comcast. They're not coming. Reply with quote Back to top

This morning I got a voicemail from Comcast (We were not home) saying that they had been monitoring my device and everything seemed to be fine now. However, I was not able to hear the entire message since my call dropped. In their defense, they offered help if the problem occurred again. The saga continues.
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Wed Oct 11, 2006 2:23 pm    Post subject: Tested with a friend who happens to have Comcast ISP. Reply with quote Back to top

I went to a friend's house and hooked up my Vonage box to his router. I successfully made 5+ calls over 6 minutes each without an issue. His ISP is Comcast as well. Looks like I have now more ammunition to push back. Hopefully Comcast will listen this time. Will keep you posted.
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outrun
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 15, 2005
Posts: 114
Location: Ashland, MA

PostPosted: Wed Oct 11, 2006 2:52 pm    Post subject: Reply with quote Back to top

Have you read through this thread?

Comcast, outbound dropouts, questions - Resolved

-Craig

_________________
9/23/04 - 1/28/07 (Vonage): Comcast Cable (6M/384k) --> Motorola SB5120 --> Hawking HBB1 -> WRT54G v4 (Thibor15c) -> VTA-VR
1/29/07 - present (VoicePulse): Comcast Cable (6M/384k) --> Motorola SB5120 --> WRT54G v4 (Tomato 1.17) --> Linksys PAP2T-NA
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Wed Oct 11, 2006 7:24 pm    Post subject: Reply with quote Back to top

Your packet losses tell the story. With service like that, Voip has no chance. Three thoughts for the future: First, if you've run too many tests using the forum test, you can also try www.testyourvoip.com . Second, to verify that it's not a Vonage issue, remove the Vonage box and re-run the test with your computer plugged directly into your modem. Third, in dealing with a cable company, it's always good if you can identify a non-Vonage issue to point at- like poor cable television or internet service.

_________________
Steve Gray
Orlando, FL
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Fri Oct 13, 2006 11:35 am    Post subject: First Comcast (Time Warner) guy came. Reply with quote Back to top

The first TWC guy came to my house this morning but I was not there myself so I just know the highlights.
He...
a) Ran a cable from the demarc directly to my cable modem.
b) Swapped the modem.
c) Ran some tests
d) Determined that I DO have packet loss issues.
He said that within 24 hours a line tech should take care of this.
Interesting remark: before I left the house, I left pingplotter running and according to my wife, he was agreeable to look at the screen and even acknowledged it was a valuable tool. I thought he was going to dismiss it altogether.
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Sat Oct 14, 2006 11:56 pm    Post subject: Follow-up. Line Tech did not fix the problem. Reply with quote Back to top

We got a call today from the so-called Line Tech. Told us the problem had been resolved, but when we got back home things were just the same. Called TWC again, and they agreed to open a new ticket. This time the ball is on "Maintenance" court. They will take action within the next 72 hours. Will keep you all posted.
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jenri
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 10, 2006
Posts: 19

PostPosted: Wed Oct 18, 2006 10:53 am    Post subject: Yet another tech visit. Reply with quote Back to top

TWC scheduled another site visit for tomorrow morning. They said, interestingly enough, that all their techs were booked solid Friday and Saturday so the lady in the call center believed there was something really wrong going on in my neighborhood. Again, this appears to be 100% Comcast (TWC) related.
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jay723
New Forum Member
New Forum Member


Joined: Oct 20, 2006
Posts: 6

PostPosted: Fri Oct 20, 2006 8:35 pm    Post subject: Reply with quote Back to top

Any luck? I'm having similar problems.
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