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dbuck50
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Joined: Dec 13, 2006
Posts: 3

PostPosted: Thu Dec 14, 2006 9:22 am    Post subject: Choppy outgoing audio, helpdesk is no help Reply with quote Back to top

I've been talking to the helpdesk everyday since I've installed my Vonage setup. They have adjusted every setting and I have seen moderate improvements. I can hear anyone clearly on my Vonage phone, but they hear slightly choppy audio. Here is my setup:

TWC Cable (Earthlink) through a DLink DCM202 cable modem directly in to the motorola Vonage device that goes to a Linksys wireless router then to my PC. I am using a panasonic 2.4Ghz cordless phone that has never been a problem with my landline plugged directly into the Vonage modem. I have also replaced the phone cord to the modem to as a suggestion from the helpdesk. I als replaced my Toshiba pcx1100u modem as the helpdesk told me that it was Docsis 1.1 and I needed Docsis 2.0...I think they were wrong and it didn't make any difference with my new Dlink modem. Here are my specs form TestMyVoip:

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-TripLatency 103 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: 7 ms
Max: 28 ms

Signaling Quality Post-Dial Delay 46 ms
Call Setup Time 62 ms
Media Delay 140 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-TripLatency 103 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: 6 ms
Max: 20 ms

Signaling Quality Post-Pickup Delay 58 ms
Call Setup Time 74 ms
Media Delay 93 ms

I have ran the test several times and sometimes the packet discards is above 0 same with packet loss, but I don't think it has been above 3% for either.

any thoughts as I am new to the Voip thing. Thanks
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emac
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Joined: Oct 26, 2006
Posts: 87

PostPosted: Thu Dec 14, 2006 9:55 am    Post subject: Reply with quote Back to top

does it matter if you make a call or if the call is incoming from someone else?

what are you DL and upload speeds?

who is your ISP?

go to speedtest.net and run a speed test to the pyramid that is gold and also one to the server in NY as this is where most of the calls from Vonage are routed to

have you spoken to an advanced tech agent or a tech supervisor they may refer to them as?

you need to speak to someone in NJ in order to get atleast a level 2 tech
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dbuck50
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Joined: Dec 13, 2006
Posts: 3

PostPosted: Thu Dec 14, 2006 10:15 am    Post subject: Reply with quote Back to top

The ISP is TimeWarnerCable / Earthlink.

It makes no difference whether inbound or outbound calls.

Download has been a consistant 3.6MBPS and upload a consistant 360KBPS.

I'll try speedtest tonght and post results.

Last night was the first time with the NJ advanced support. He said if the problem wasn't resolved by replacing the phone cable that they would have to send me a new Vonage modem to swap with mine...though he said he didn't see that as being a problem, but they would try.

Thanks.
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dbuck50
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PostPosted: Thu Dec 14, 2006 10:29 am    Post subject: phone was the problem??? Reply with quote Back to top

I just had my wife swap phones with the panasonic 2.4Ghz cordless to a basic corded phone.

The sound was perfect. I don't know if this is a temporary thing, but 5 minutes before talking to her on the cordless and the same problem was there. Is there a known issue with panasonic 2.4Ghz phones? is there a recommended cordless phone for Vonage that doesn't interfere?
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Thu Dec 14, 2006 10:33 am    Post subject: Reply with quote Back to top

Just for your information, ANY wireless network will interfere with a 2.4 Ghz phone, since they operate at the same frequencies. Even if it's not YOUR wireless network, someone nearby could potentially cause problems for your phone. Switch to a 5.8 Ghz Digital and see if that helps. keep your receipt, and if it doesn't work, take it back.

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emac
Vonage Forum Senior
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Joined: Oct 26, 2006
Posts: 87

PostPosted: Thu Dec 14, 2006 10:35 am    Post subject: Reply with quote Back to top

is the phone directly connected to the Vonage device or are you using home wiring?

if the base of the phone is too close to the motorola 2442 you can get what is called EMI from the two electrical components being too close

also if you did not have the base of your phone right next to your wireless router before and now do because of the Vonage device, make sure that the base of the phone is atleast 3 feet from the Vonage device and turn off the wireless router and see if the issue persist
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adamsojc
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Joined: Dec 15, 2006
Posts: 2

PostPosted: Fri Dec 15, 2006 11:29 am    Post subject: Choppy outgoing calls Reply with quote Back to top

I'd like to join this thread because I have just started experiencing the same problem.

Comcast recently purchased my ISP (Adelphia) here in central VA. About the same time (last two weeks) I started having the same problem with choppy and unreadable voice out but clear voice in. I don't know if this is coincidence or what?

My setup is as follows:
ISP=Comcast (used to be Adelphia and no problem with them)
Modem= Motorola SB5100
Phone Adaptor= Linksys PAP2 (connected to router)
Router= Netgear FVS318

I have not done the speed test or testyourviop test yet but will.

I have been running this setup on my SOHO network now for two years with no problem and crystal clear Vonage voice. I also use a different ISP and setup at my summer residence in upstate NY where I have had no problems. The fact that this is suddenly showing up after two years of stable operation at the same time that Comcast takes over the cable company seems too much to be just coincidence but I don't want to be too quick to jump in the wrong direction.

I would like to follow your thread and work with you on a solution if I may.
Thanks
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adamsojc
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Posts: 2

PostPosted: Fri Dec 15, 2006 11:44 am    Post subject: I think I just got the jitters Reply with quote Back to top

I just ran the Voip test. and Looks like I have a problem with my new ISP, COMCAST>

Again my setup is:

Comcast -> Mot. SB5100 -> Netgear FVS318 -> PAP2 -> POTS

My test results are:
Speed test statistics
---------------------
Download speed: 3101224 bps
Upload speed: 56664 bps
Quality of service: 57 %
Download test type: socket
Upload test type: socket
Maximum download pause: 89 ms
Average download pause: 4 ms
Minimum round trip time to server: 409 ms
Average round trip time to server: 559 ms

Voip test statistics
--------------------
Jitter: you --> server: 130.3 ms
Jitter: server --> you: 31.4 ms
Packet loss: you --> server: 8.1 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.6 %
Packets out of order: 0.0 %
Number of supported Voip lines: 0
Estimated MOS score: 2.0
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Fri Dec 15, 2006 3:20 pm    Post subject: Reply with quote Back to top

I'd say you have the right diagnosis, but remove the Netgear and repeat the test with your computer plugged right into the modem. If you get similar results, it's time to talk to your ISP.

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