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bonniem
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Joined: Sep 14, 2006
Posts: 12

PostPosted: Thu Jan 11, 2007 9:02 pm    Post subject: Choppy/dropped audio problems Reply with quote Back to top

I have been a Vonage customer for over a year. Problems have occurred now and then but all in all I have been very pleased with the service - until about a month ago. I started getting complaints on poor audio, dropped audio, etc. The only way I can explain is that you hear about every 4th letter of every 5th word. This seemed to occur only once in a while but now it seems to happen with every call. I have called Support and they made some adjustments, had me switch my phone to port2 but with no real improvement. My configuration is had has been cable modem ->vonage adapter->Linksys router.

Reading many posts on this forum I have found one thing in common with some of the posts - Comcast Cable. Is it possible, that Comcast has found a way to determine a Voip connection and change something that would cause audio issues in hopes of gaining a new customer? I just find it very strange that many posts here mention Comcast and Comcast is heavily promoting their phone service? Anyone have any thoughts on this? I'm about ready to go back to Verizon as I work from home and can no longer afford to have such poor phone quality as I've been experiencing.
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Steve48
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PostPosted: Thu Jan 11, 2007 10:27 pm    Post subject: Reply with quote Back to top

I can't comment on Comcast (because I don't know). However, if you'd like us to take a shot at your problem before you jump ship, please post the technical details listed in the sticky message a the top of the forum.

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Steve Gray
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DCTim
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Joined: Jan 12, 2007
Posts: 4

PostPosted: Fri Jan 12, 2007 9:36 am    Post subject: Choppy and unusable for 3-way call Reply with quote Back to top

I trie dto use my Vonage for a 3-way call for the first time last night. I needed to dial up someone and then dial into a conference call line. After I had the first party I dialed the conference call line and it was so choppy that I could not connect ... eventually I could not even hear my first call.

I checked the bandwidth on my line and its ~700kbps... the Vonage website says I need 180 for a 3 way call... so that's plenty.

Can someone please help me?

On regular 2-way calls I occasionally get breakup and I attribute that to someone using the computer at the same time ... but last night I made sure no one was using the computer.

I'd hate to drop Vonage, but I need to be able to make 3-way calls for my new job!! Is there any way to force Vonage to grab more than its fair share of the bandwith just to be sure?
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margulis9
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Joined: Jan 10, 2007
Posts: 52

PostPosted: Fri Jan 12, 2007 9:37 am    Post subject: Reply with quote Back to top

Comcast has been having a habit of blocking Vonage service. There are ways around it. In this case, I'm not sure if Comcast can cause audio problems. In order for them to do that, they would have to alter the packets specifically for Vonage Voip. Which means they would have to be seperating Voip packets from the normal network traffic, which requires all kinds of things I'm not even going to get into. Bottom line is, I don't really think Comcast is going to take the trouble to mess with Vonage's packet traffic.

With that said, an accurate post of your tech specs would help greatly.
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bonniem
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Joined: Sep 14, 2006
Posts: 12

PostPosted: Fri Jan 12, 2007 9:41 am    Post subject: Reply with quote Back to top

I'll give it a shot. Here is everything - let me know if there is anything else you need.

Speed test statistics
---------------------
Download speed: 3523176 bps
Upload speed: 360656 bps
Quality of service: 42 %
Download test type: socket
Upload test type: socket
Maximum download pause: 180 ms
Average download pause: 21 ms
Minimum round trip time to server: 50 ms
Average round trip time to server: 53 ms

Voip test statistics
--------------------
Jitter: you --> server: - ms
Jitter: server --> you: - ms
Packet loss: you --> server: - %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 100.0 %
Number of supported Voip lines: 6
Estimated MOS score: --

Cable Modem = Motorola 5B5101 Surfboard
Vonage Adapter = Motorola VT1005
Router = Linksys WRT54G

As I mentioned, my setup is cable modem to Vonage adapter to router to computers. I have a desktop and laptop. Its rare that both the desktop and laptop are running at the same time, so network traffic is minimal.

I ran the speed test, results looked similar as they do above so I reset (by uplugging) the cable modem, Vonage adapter and router (in that order) and started them all up again (in that order). Reran the speed test and the results didn't seem much better.

The one thing I did notice is I ran several tests and the download speed varied - it was as high in the 6's from one test and was <1 in another test. Tests were run one after the other. I had no change is what I had opened - which was nothing except for the window the test was running on - no instant message, no outlook, no other internet connection software/programs.
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margulis9
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Joined: Jan 10, 2007
Posts: 52

PostPosted: Fri Jan 12, 2007 9:42 am    Post subject: Re: Choppy and unusable for 3-way call Reply with quote Back to top

DCTim wrote:
I trie dto use my Vonage for a 3-way call for the first time last night. I needed to dial up someone and then dial into a conference call line. After I had the first party I dialed the conference call line and it was so choppy that I could not connect ... eventually I could not even hear my first call.

I checked the bandwidth on my line and its ~700kbps... the Vonage website says I need 180 for a 3 way call... so that's plenty.

Can someone please help me?

On regular 2-way calls I occasionally get breakup and I attribute that to someone using the computer at the same time ... but last night I made sure no one was using the computer.

I'd hate to drop Vonage, but I need to be able to make 3-way calls for my new job!! Is there any way to force Vonage to grab more than its fair share of the bandwith just to be sure?


Well, is your upload 700 Kbps or your download? Voip packets travel in both directions, so the bandwidth needs to be ample on both streams. Also, if you have computer(s) running programs that take up bandwidth at the same time you are placing a call, that will affect available bandwidth, as well.
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margulis9
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Joined: Jan 10, 2007
Posts: 52

PostPosted: Fri Jan 12, 2007 9:46 am    Post subject: Reply with quote Back to top

bonniem wrote:
I'll give it a shot. Here is everything - let me know if there is anything else you need.

Speed test statistics
---------------------
Download speed: 3523176 bps
Upload speed: 360656 bps
Quality of service: 42 %
Download test type: socket
Upload test type: socket
Maximum download pause: 180 ms
Average download pause: 21 ms
Minimum round trip time to server: 50 ms
Average round trip time to server: 53 ms

Voip test statistics
--------------------
Jitter: you --> server: - ms
Jitter: server --> you: - ms
Packet loss: you --> server: - %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 100.0 %
Number of supported Voip lines: 6
Estimated MOS score: --

Cable Modem = Motorola 5B5101 Surfboard
Vonage Adapter = Motorola VT1005
Router = Linksys WRT54G

As I mentioned, my setup is cable modem to Vonage adapter to router to computers. I have a desktop and laptop. Its rare that both the desktop and laptop are running at the same time, so network traffic is minimal.

I ran the speed test, results looked similar as they do above so I reset (by uplugging) the cable modem, Vonage adapter and router (in that order) and started them all up again (in that order). Reran the speed test and the results didn't seem much better.

The one thing I did notice is I ran several tests and the download speed varied - it was as high in the 6's from one test and was <1 in another test. Tests were run one after the other. I had no change is what I had opened - which was nothing except for the window the test was running on - no instant message, no outlook, no other internet connection software/programs.


So, are you saying that your download speed varies from 1 Mbps to 6 Mbps?
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DCTim
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Joined: Jan 12, 2007
Posts: 4

PostPosted: Fri Jan 12, 2007 10:05 am    Post subject: Re: Choppy and unusable for 3-way call Reply with quote Back to top

margulis9 wrote:

Well, is your upload 700 Kbps or your download? Voip packets travel in both directions, so the bandwidth needs to be ample on both streams. Also, if you have computer(s) running programs that take up bandwidth at the same time you are placing a call, that will affect available bandwidth, as well.


I will have to run the Voip meter on this site when I get home... I did find out that our tenant was using the internet at the time of the call (I had forgotten she uses the wireless) ... so I am sure that was part of the issue.

For the record, does it matter if you link the devices:

DSL to Vonage Adapter to Router
versus
DSL to Router to Vonage Adapter
??

I am not sure which way I have our set up...

and is there no way to get Vonage to just Commandeer the bandwidth it needs and OVERRIDE the other devices on the network?
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bonniem
Vonage Forum Associate
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Joined: Sep 14, 2006
Posts: 12

PostPosted: Fri Jan 12, 2007 10:30 am    Post subject: Reply with quote Back to top

Well it appears to vary based on several tests I ran one after the other. I was surprised to see this as well. What would cause such a drastic change in this? Again, no other internet activity (at least non that I know of) was taking place. I ran the tests from my laptop (with a direct connection to my router), desktop was turned off. The wireless portion of my router is secure.
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bonniem
Vonage Forum Associate
Vonage Forum Associate


Joined: Sep 14, 2006
Posts: 12

PostPosted: Fri Jan 12, 2007 10:46 am    Post subject: Reply with quote Back to top

I did some further research on the download speed variances and here is what I found. I used a variety of sites as some sites will only let you perform a few tests and then block you. I found a site that when I ran the test repeatedly had poor download rates, however a few other sites had good download results. Example:

talkswitch.com/voip/voip-test.asp would consistently show download rates of around 800 kbps (one test was 867 and second test 2 minutes later showed 832).

myspeed.visualware.com/voip had much better download rates. 2 tests run 2 minutes apart had results of 4.42 mbps (both tests showed the same results).

I also used the testing on a Vonage help page (http://www.vonage.com/help.php?article=497) and those test results showed a variance - 5.36 mbps; 3.91 mbps; 6.79 mpbs.

So my conclusion is the test from takswitch is not very reliable at all.
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