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mr_nabo
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Joined: Jan 31, 2007
Posts: 4

PostPosted: Wed Jan 31, 2007 9:31 am    Post subject: Phone frequently cuts off - Vonage, ISP or telephone line? Reply with quote Back to top

Hi,

I've been having a nightmare with my Vonage line cutting off mid-conversation. Please excuse the heavy detail, but it's best to give as much information as necessary so you might be able to help me:

Problem: Connection cuts off Vonage phone and Internet connection after about 8 minutes of talking. The phone line is dead afterwards and I need to power up my Linksys Vonage RT31P2 router to get things back again.

My connection:
1Mbs download/256kbps upload Internet connection that records under MyVoIPSpeed as downloading around 850kbsp and uploading 180kbps with a jitter of 11.0ms and QoS of 74% when not browsing the internet.

Tried:
- Changing to the lowest bandwidth settings
- Configuring the QoS settings
- Pinging a web address to see the packet loss (average of 180ms with the occasional much longer blip of 2800ms or so - I think this is the problem)
- Changing the phone port on my router from 1 to 2 (this seemed to resolve the problem inititally, but it's been a week and the same problem is back again)
- Screaming at Vonage, ISP and Telephone provider staff

So far, it's been pass-the-parcel with respect to who is responsible for my drop connection - noone can tell me what to do.

Anyone else had the same problem?

Any advice hugley appreciated as being a journalist I rely on my telephone line a lot.

Thanks
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reverseswing
Vonage Forum Associate
Vonage Forum Associate


Joined: Apr 27, 2005
Posts: 15
Location: Fort Lee, NJ

PostPosted: Wed Jan 31, 2007 4:28 pm    Post subject: Reply with quote Back to top

please read the sticky at the top of the forum, a lot more information is needed before anyone can try to help.

_________________
reverseswing
1. Fort Lee, NJ, USA
2. Time Warner - Cable
3. Download: 6.86MBps, Upload: 491 kbps
4. Belkin N1 Mimo Wireless Router
5. Linksys RT31P2 (Vonage)
6. RCA Cable Modem --> Belkin --> Linksys
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chugaev
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Joined: Jan 30, 2007
Posts: 5
Location: Alpharetta, GA, USA

PostPosted: Wed Jan 31, 2007 5:40 pm    Post subject: Reply with quote Back to top

do you have simular expirience?
bad Vonage phone and with internet connections,
even they look good everywhere,
i mean, all lights on modem and router behave correctly,
internet connections on systray
- status="connected"
- speed=100 mbs

in this situation i cannot open any website and cannot make phone calls.


could be someting wrong with cable outside the house?
I called COMCAST few times and every time they telling different story: big traffic, or area outrage...
honestly, i don;t buy their tales story...
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mr_nabo
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Joined: Jan 31, 2007
Posts: 4

PostPosted: Thu Feb 01, 2007 2:23 am    Post subject: Reply with quote Back to top

reverseswing wrote:
please read the sticky at the top of the forum, a lot more information is needed before anyone can try to help.


My apologies, here is the info according to the sticky:

1. Your location
Seville, Spain

2. Your ISP name and type (cable, DSL, wireless etc)
ISP is Orange while the telephone company is called Telefónica (the equivalent of BT). Connection type is ADSL

3. Upload and download speeds
1mb download, 256 kbps upload.

4. Modem make and model
Speedtouch 530 (Made by Thomson)

5. Type of Vonage adapter used ie RT31P2 or PAP2
Linkysys RT31P2

6. Setup of Network ie Modem---->Vonage Adapter-->PC
As above: Speedtouch 530 (Modem) -->Linksys RT31P2 (Vonage adapter)-->PC

7. Issue you are experiencing ie dropped calls, choppy audio etc
As previous post: Connection goes dead after 8-10 minutes of talking (PC still registers it has an ethernet connection but I can't surf the net and my Vonage phone line is dead afterwards). I need to power up my Linksys Vonage RT31P2 router to get things back again. I rung Vonage who said one of my phone ports might not be working properly, so we switched to port 2 which improved things for a bit, but I'd like to sort the problem entirely.

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.

Speed test statistics
---------------------
Download speed: 846160 bps
Upload speed: 184984 bps
Quality of service: 78 %
Download test type: socket
Upload test type: socket
Maximum download pause: 345 ms
Average download pause: 16 ms
Minimum round trip time to server: 152 ms
Average round trip time to server: 175 ms

Voip test statistics
--------------------
Jitter: you --> server: 17.7 ms
Jitter: server --> you: 393.3 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: 3
Estimated MOS score: 3.5


Thanks, let me know if there's anything else you need to help me out.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Thu Feb 01, 2007 8:22 pm    Post subject: Reply with quote Back to top

This isn't a clear cut case, but I'd say that the jitter from you to the server is much too high, so I suspect that you have an issue to discuss with your ISP. (I include the modem as being part of your ISP's responsibility.) If you can, remove the RT31P2 temporarily and connect your computer directly to the modem. Re-run the test. If the numbers still look bad, have a talk with your ISP.

_________________
Steve Gray
Orlando, FL
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mr_nabo
New Forum Member
New Forum Member


Joined: Jan 31, 2007
Posts: 4

PostPosted: Sun Feb 04, 2007 7:53 am    Post subject: Reply with quote Back to top

I'll have a chat with my ISP (in Spanish - which will be interesting) and see if it's anything they can sort out then post back.

Thanks for the reply.
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roscopco
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 08, 2006
Posts: 1326

PostPosted: Sun Feb 04, 2007 8:22 am    Post subject: 100mbs Reply with quote Back to top

chugaev wrote:
do you have simular expirience?
bad Vonage phone and with internet connections,
even they look good everywhere,
i mean, all lights on modem and router behave correctly,
internet connections on systray
- status="connected"
- speed=100 mbs

in this situation i cannot open any website and cannot make phone calls.


could be someting wrong with cable outside the house?
I called COMCAST few times and every time they telling different story: big traffic, or area outrage...
honestly, i don;t buy their tales story...


The 100mbs has nothing to do with your internet connection speed. You have the 2 computer icon down by the clock and this is where you got those numbers from correct? To find out how fast your internet connection is go to www.speedtest.com The 100mb is your network speed, if file sharing over a wired network, if you had a wireless network then it would be 54 mb.
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mr_nabo
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New Forum Member


Joined: Jan 31, 2007
Posts: 4

PostPosted: Mon Feb 12, 2007 4:24 am    Post subject: Reply with quote Back to top

Steve48 wrote:
the jitter from you to the server is much too high...remove the RT31P2 temporarily and connect your computer directly to the modem. Re-run the test.


Ok, I had a chat with my ISP who were crap and told me they could only configure the modem with me. But after connecting the modem directly to my laptop as you suggested I found jitter was far less of a problem and I was generally getting green marks on the Voip test all-round - occasionally the QoS was amber, at about 68%, but it seemed better.

I suspect it is to do with my Linksys RT31PT considering one of the phone ports has gone on it and despite Vonage insisting that it's something to do with my ISP. Any further advice on what can I do to resolve the issue? Would upgrading from the 1mbps/320kbps package I have to a 6mbsp/512kbps package help or is this more to do a drop in connection rather than a speed problem?
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S_K
Vonage Forum Associate
Vonage Forum Associate


Joined: Jul 29, 2005
Posts: 14

PostPosted: Mon Feb 12, 2007 5:48 pm    Post subject: Reply with quote Back to top

mr_nabo wrote:
reverseswing wrote:
please read the sticky at the top of the forum, a lot more information is needed before anyone can try to help.


My apologies, here is the info according to the sticky:

5. Type of Vonage adapter used ie RT31P2 or PAP2
Linkysys RT31P2

6. Setup of Network ie Modem---->Vonage Adapter-->PC
As above: Speedtouch 530 (Modem) -->Linksys RT31P2 (Vonage adapter)-->PC

7. Issue you are experiencing ie dropped calls, choppy audio etc
As previous post: Connection goes dead after 8-10 minutes of talking (PC still registers it has an ethernet connection but I can't surf the net and my Vonage phone line is dead afterwards). I need to power up my Linksys Vonage RT31P2 router to get things back again. I rung Vonage who said one of my phone ports might not be working properly, so we switched to port 2 which improved things for a bit, but I'd like to sort the problem entirely.






Thanks, let me know if there's anything else you need to help me out.



If you need to reebot RT31P2 to get things working again(browsing from PC etc.) then it's your adapter.
If things don't recover after reboot i.e. PC can't browse, then it could be your ISP.
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Feb 12, 2007 7:14 pm    Post subject: Reply with quote Back to top

mr_nabo wrote:
Ok, I had a chat with my ISP who were crap and told me they could only configure the modem with me. But after connecting the modem directly to my laptop as you suggested I found jitter was far less of a problem and I was generally getting green marks on the Voip test all-round - occasionally the QoS was amber, at about 68%, but it seemed better.

I suspect it is to do with my Linksys RT31PT considering one of the phone ports has gone on it and despite Vonage insisting that it's something to do with my ISP. Any further advice on what can I do to resolve the issue? Would upgrading from the 1mbps/320kbps package I have to a 6mbsp/512kbps package help or is this more to do a drop in connection rather than a speed problem?


I suspect you're right, given that the Voip results get better when you remove the RT31P2 and that the unit has already lost one phone port. It you never lose internet service when the RT31P2 is removed, then it's probably the RT31P2 going bad.

_________________
Steve Gray
Orlando, FL
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