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jay723
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Joined: Oct 20, 2006
Posts: 6

PostPosted: Fri Oct 20, 2006 8:18 pm    Post subject: Caller cannot hear me, Comcast not good enough? Reply with quote Back to top

Hi,

I ordered Vonage a couple of months ago and for the first 30 days (the money back guarantee period) it worked fine. However, since then I have been having problems and roughly one in four callers cannot hear me when I answer the phone. After contacting customer support and being forwarded to the second tier support team they determined that my Comcast high speed internet has "consistent high latency or packet loss." If this is the case I'm assuming that no Voip service will work too well with my Comcast service. Is that correct or is it possible that another Voip service would work fine? Should I switch to Verizon DSL to see if it's a more solid internet service? Confused with what to try so any advice appreciated.

Thanks.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

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

First, please read the sticky thread entitled "What to post when you are having technical trouble with Vonage". The problem may be in your connection, or it may not, but the tests will help determine that.

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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GraysonPeddie
Vonage Forum Senior
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Joined: Feb 04, 2005
Posts: 142
Location: Tallahassee, FL 32310

PostPosted: Fri Oct 20, 2006 8:44 pm    Post subject: Reply with quote Back to top

I will quote the text from the sticky thread in case you need to refer back to it:

Quote:
1. Your location
2. Your ISP name and type (cable, DSL, wireless etc)
3. Upload and download speeds
4. Modem make and model
5. Type of Vonage adapter used ie RT31P2 or PAP2
6. Setup of Network ie Modem---->Vonage Adapter-->PC
7. Issue you are experiencing ie dropped calls, choppy audio etc
8. Run this VoIP Test: After the test has fully completed, in the Advanced Tab, click on "View Text" in the lower right hand corner. Copy-N-Paste that data into your post.

This will help you get the answers/resolution faster if you can post that first....

_________________
I'm hearing and visually impaired.

Left Vonage for another service.
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jay723
New Forum Member
New Forum Member


Joined: Oct 20, 2006
Posts: 6

PostPosted: Fri Oct 20, 2006 9:28 pm    Post subject: Reply with quote Back to top

Sorry Embarassed

1. Bethesda, MD
2. Comcast cable internet
3. Download: 4-8Mbps Upload: 348-768Kbps
4. Modem: Motorola SB5100
5. Adapter: Motorola VT2442
6. Modem -> Vonage adapter -> PC
7. One way audio, choppy calls
8. Speed test statistics
---------------------
Download speed: 6529480 bps
Upload speed: 362760 bps
Quality of service: 1 %
Download test type: socket
Upload test type: socket
Maximum download pause: 403 ms
Average download pause: 5 ms
Minimum round trip time to server: 22 ms
Average round trip time to server: 70 ms

Voip test statistics
--------------------
Jitter: you --> server: 5.0 ms
Jitter: server --> you: 8.3 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: 6
Estimated MOS score: 3.9
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GraysonPeddie
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 04, 2005
Posts: 142
Location: Tallahassee, FL 32310

PostPosted: Fri Oct 20, 2006 9:31 pm    Post subject: Reply with quote Back to top

Eek 1% of Quality of Service...

Try plugging your PC to a modem and rerun the test.

_________________
I'm hearing and visually impaired.

Left Vonage for another service.
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jay723
New Forum Member
New Forum Member


Joined: Oct 20, 2006
Posts: 6

PostPosted: Fri Oct 20, 2006 9:42 pm    Post subject: Reply with quote Back to top

7% with pc direct to modem.



Speed test statistics
---------------------
Download speed: 6348616 bps
Upload speed: 361520 bps
Quality of service: 7 %
Download test type: socket
Upload test type: socket
Maximum download pause: 591 ms
Average download pause: 5 ms
Minimum round trip time to server: 16 ms
Average round trip time to server: 75 ms

Voip test statistics
--------------------
Jitter: you --> server: 6.1 ms
Jitter: server --> you: 14.3 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: 6
Estimated MOS score: 3.8
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GraysonPeddie
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 04, 2005
Posts: 142
Location: Tallahassee, FL 32310

PostPosted: Fri Oct 20, 2006 9:45 pm    Post subject: Reply with quote Back to top

You might want to try contact Comcast about getting Internet connection improved, but I can't be of any help to you...

_________________
I'm hearing and visually impaired.

Left Vonage for another service.
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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Fri Oct 20, 2006 9:52 pm    Post subject: Reply with quote Back to top

I'm voting with Grayson on this one. The QoS score does not measure the quality of your connection, but the consistency. Your connection looks pretty much OK otherwise (though the "Maximum download pause: 591 ms" statistic is pretty scary), but the very low QoS is basically saying that the connection is fast, but not consistent.

You can try another Voip test at www.testyourvoip.com that may give you some more detail on the problem. But I'd call your ISP and ask them to do a line test. There may be a new problem with your wiring that has just cropped up, or you may simply have too many people with Internet on your block.

Also, have you introduced any new factors? More TV sets or splitters in the house that may be getting between your Modem and the cable connection? Wiring changes?

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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jay723
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New Forum Member


Joined: Oct 20, 2006
Posts: 6

PostPosted: Fri Oct 20, 2006 10:03 pm    Post subject: Reply with quote Back to top

Nothing has changed with my setup apart from Vonage but the last test is with Vonage out of the loop. I'll get on the phone with Comcast. Thanks guys!
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GraysonPeddie
Vonage Forum Senior
Vonage Forum Senior


Joined: Feb 04, 2005
Posts: 142
Location: Tallahassee, FL 32310

PostPosted: Fri Oct 20, 2006 10:09 pm    Post subject: Reply with quote Back to top

No problem. One factor that I have forgotten to mention that NateHoy has covered is splitters, but may not have anything to do with TV sets... Do you have only one splitter between your cable modem and your cable jack?

It's something you might want to consider. Look around your house/apartment and check to make sure that you have shorter length of cable between your cable jack and your modem and that you only have one splitter between your cable jack and your modem.

_________________
I'm hearing and visually impaired.

Left Vonage for another service.
View user's profile Send private message Visit poster's website AIM Address MSN Messenger
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