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ehoyle
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PostPosted: Thu Oct 12, 2006 3:05 pm    Post subject: Periods of one-way audio, I hear them, they don't hear me. Reply with quote Back to top

I'm having problems with Vonage calls. I will be talking to someone and the voice quality is great. And then all of a sudden, the person I'm talking to won't be able to hear me at all. I can still hear them, but all they hear is silence, like the call has been dropped. However, it hasn't and after a period of 5 to 10 seconds, if they know to wait that long, they start to hear me again. I've had this problem from the start, about 2 weeks ago.

I don't think it's a problem with my equipment. I took all of the equipment to my office and didn't have a problem there. I'm using Comcast ISP and I'm located in Phildelphia. I have the "upgraded Comcast speed", but I'm not sure how fast that is, I think 6/768, but not sure. Vonage tech doesn't have any ideas. Comcast says my speed is fine.

When I ping a site and let it run for a while I usually get between 3% and 7% "request timed out", but it's been as high as 15%. I typically get 2 to 4 "request timed out" in a row, if that means anything.

Here are the results of the Voip test:


Speed test statistics
---------------------
Download speed: 6742896 bps
Upload speed: 522696 bps
Quality of service: 79 %
Download test type: socket
Upload test type: HTTP
Maximum download pause: 69 ms
Average download pause: 5 ms
Minimum round trip time to server: 20 ms
Average round trip time to server: 21 ms

Voip test statistics
--------------------
Jitter: you --> server: 13.1 ms
Jitter: server --> you: 8.1 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 8
Estimated MOS score: 3.8

Any help would be great! Thanks!!
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L10Flyer
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PostPosted: Thu Oct 12, 2006 5:19 pm    Post subject: Periods of one-way audio, I hear them, they don't hear me. Reply with quote Back to top

I have had this problem several times in the past. I use Charter Pipeline, 3mb service. In every case, the symptoms are as you describe, I can hear them, they can't hear me.

What has caused the problem is that my broadband drops off the usable scale on the speed test. I don't know why this happens, and since it is an intermittent problem, Charter hasn't been able to diagnose it either.

What I recommend is that the next time you experience this problem, hang up and run the speed test and see what your results say. Be sure you make a copy of the results, and call your broadband company.

Hope this helps,

L10flyer
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu Oct 12, 2006 9:08 pm    Post subject: Reply with quote Back to top

Well said. There's nothing in the data to explain the problem now, but I suspect there will be when the problem occurs.

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Steve Gray
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chownage
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PostPosted: Fri Oct 13, 2006 10:28 pm    Post subject: Reply with quote Back to top

Steve....Ironically, I'm in Orlando and have the same experience...frequently. And when I say frequently, I mean daily.
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cargojack
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Joined: Jun 30, 2005
Posts: 103
Location: Boca Raton, Florida

PostPosted: Sat Oct 14, 2006 7:46 am    Post subject: I had the same problem Reply with quote Back to top

I had that same problem for awhile. The phone would ring, and the other party could not hear me. It went away after a time.
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dheiy
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Joined: May 23, 2006
Posts: 253

PostPosted: Sat Oct 14, 2006 8:25 am    Post subject: Reply with quote Back to top

for this one, i would rather suggest to call the Vonage customer service hotline so that they could determine if the problem is on the setup, internet provider or the device itself.

there's a lot of error like this but with different reasons.
sometimes it's because of the setup, the cables, even the supplied signals on the modem.
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Steve48
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Joined: Aug 30, 2005
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PostPosted: Sat Oct 14, 2006 6:27 pm    Post subject: Reply with quote Back to top

chownage wrote:
Steve....Ironically, I'm in Orlando and have the same experience...frequently. And when I say frequently, I mean daily.


Who's your ISP?

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Steve Gray
Orlando, FL
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CAHMattE
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Joined: Oct 15, 2006
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PostPosted: Sun Oct 15, 2006 5:14 pm    Post subject: Me too! Reply with quote Back to top

I have had the same issue happen. I have had Vonage over Insight Communications broadband cable service for over a year and this never happened. Suddenly, about a month ago it started happening on almost every call. Inbound and out ... always they can't hear us ... I haven't waited long enough for service to restore. I usually hang up and try again immediately. It takes about a minute to get a dial tone back then it works again. I haven't done the Voip test .. how do you do that? My concern is that I am caught between the cable company saying everything is fine and Voange saying it is the cable companies fault.

Any more ideas out there?
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xcrunxc
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Joined: Aug 04, 2006
Posts: 414
Location: New Jersey

PostPosted: Sun Oct 15, 2006 6:43 pm    Post subject: Reply with quote Back to top

If you are getting 3-7% ping timeouts(dropped packets) that is definitely the problem right there. Somewhere along the line something is intermittently dropping your outgoing packets which would cause a resulting intermittent loss of outbound audio. I would run a program such as pingplotter which can run a traceroute to a destination(choose one like vonage.com) and tell you exactly which hop is dropping these packets. Once you see which hop is causing the packet loss you will know exactly who to contact about the issue(most likely your ISP).

When you took all your equipment to your office, did that include your cable modem or were you using a different ISP? Also, what other equipment are you using? Which Vonage device do you have and are there any routers between your Vonage device and the cable modem?
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ehoyle
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PostPosted: Sun Oct 15, 2006 7:25 pm    Post subject: Reply Reply with quote Back to top

Thanks for all of the help and advice. My ISP is Comcast. I have a Motorola cable modem, model SB5120. From the modem I then have a router, a Linksys router, model BEFSR41. The router is old, but no one has really suggested that was a problem. And from the router, my lines go to a couple of computers and the Vontage device, a D-Link, model VTA-VR.

When I went to my office with the equipment I took the modem, the router, the Vontage adapter and my phone. I have Comcast at my office as well (the problem was at my home in case I didn't make that clear.) The comcast at my office is a "business class internet connection", which is supposed to be faster.

The Voip test was run on this site: http://www.vonage-forum.com/voip-speed-test.html

I will try the pingplotter if you tell me how to do it or where to go to do it. Thanks for all of the help!
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