Dropped Audio on all calls, Modem resets connection

Posts: 3 · New Forum Member Joined: Feb 11, 2007 Posts: 3

Clearly, this is what seems like a simple issue, but as I perused the forum topics there is some advnaced options and setting that can be tweaked with sytems arrangements and settings at all levels.

Im using a DLink router with 2 pcs hardwired, a laptop on the wireless, and the Vonage adapter (vt2142) on port 3 of the router- and an old "sharkfin" Modem in Snellville Ga with Comcast highspeed, tested at toast.net to run at 3.5Mbps average download and 1.2Mbps upload avg.

My chain runs like this: Internet--modem--router--pcs/wireless/vonage

Im obviously new to Vonage, but Im a Technician for a wireless company and Im proficient and will grasp technical concepts, or I will ask you for clarification if you answer my issue and stump me.

The Issue:
Wednesday- got the box, temp numbedr works for inbound calls, port number not ported yet but thats the number that shows up when I call out on the Vonage line. Moved one of my old phones to the Vonage line and on all calls within 10-20 seconds the inbound audio drops out. People on the other end hear me just fine, but I cant hear them. the blackout lasts up to 35 seconds then i got audio back. then it cuts out again.

Saturday- got brand new expandable phone system and setup according to instructions. Same problem.

The one thing I noticed is that every time my audio dropped out, the cable modem made the connection reset sound and the light flashing pattern changed. when it went back to normal, the audio came back. I called the cable provider and they are sending a technician to check out my modem which is where i suspect the issue is, but maybe im wrong. Anybody have any insights?

Oh by the way, hers a copy/paste of my test data:

Speed test statistics
---------------------
Download speed: 3992560 bps
Upload speed: 348744 bps
Quality of service: 90 %
Download test type: socket
Upload test type: socket
Maximum download pause: 175 ms
Average download pause: 7 ms
Minimum round trip time to server: 26 ms
Average round trip time to server: 28 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.6 ms
Jitter: server --> you: 9.2 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: 5
Estimated MOS score: 3.9

Thanks in advance

Posts: 14 · Vonage Forum Associate Joined: Jul 29, 2005 Posts: 14

Try : Internet--modem--Vonage---router--pcs/wireless
and see if it helps.

Posts: 3 · New Forum Member Joined: Feb 11, 2007 Posts: 3

I tried that last night and to no avail. i tried the original way but with the Vonage box plugged into a different port on the router and that stopped it all together. truth is, I need to know some of the technical stuff, I think, or replace the modem. Its an oldass modem and probly not docsis 2.0 compliant. so Im still lost. thanks for the response, though!

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Agreed, but don't cancel the appointment with your cable provider. It sounds like that's where the issue is.

Posts: 14 · Vonage Forum Associate Joined: Jul 29, 2005 Posts: 14

susieq wrote:

I tried that last night and to no avail. i tried the original way but with the Vonage box plugged into a different port on the router and that stopped it all together. truth is, I need to know some of the technical stuff, I think, or replace the modem. Its an oldass modem and probly not docsis 2.0 compliant. so Im still lost. thanks for the response, though!

I guess the modem needs to be looked into as you stated earlier that it seem to flash/reset. You may try the bandwidth saver option and try "low" and see if it makes a difference.

Posts: 1179 · Member of the Week Joined: Feb 28, 2005 Posts: 1179

I think the most likely culprit is your modem. Let's see if your comcast tech will say the same thing. Did you purchase or lease it? If you leased it, they should change it for you in an instant.

Also, is you dlink router a good one? That is, does it have QoS so that you can prioritize your phone data above all the other computer requests? That might also be an issue. That's why the suggestion was made to move the Vonage adapter right after your modem and then let the others follow.

Posts: 3 · New Forum Member Joined: Feb 11, 2007 Posts: 3

Im not sure about the router, I know it was expensive at the time, about 3 years ago, $120 and it has worked flawlessly the whole time. as for QoS, I dont know, how can I find out? How exactly do I change the priority settings on it?

Where can i find the bandwidth saver option? Is that in some software somewhere? I didnt load any software for the vanage device on the pc, even though it came with a disc. The instructions never said to.

Thanks again!

Posts: 1179 · Member of the Week Joined: Feb 28, 2005 Posts: 1179

Your user's guide for your router should tell you if it has QoS. Otherwise, google the make and model # of your router and you should get a link to its users guide.

The bandwidth saver is a feature on your web account @ www.vonage.com

Sign in as usual and then go to Features on the menu at the top. Then scroll down and after voicemail settings is your bandwidth saver. I'd try 50kbps first.

Posts: 193 · Vonage Forum Master Joined: Feb 28, 2005 Posts: 193

Light reading for ya=>
http://www.neotechcc.org/cablemodem.htm
http://www.neotechcc.org/modemscd/3com/3commanual.pdf