Quality of Service

Posts: 9 · New Forum Member Joined: May 13, 2006 Posts: 9

I have a business client that has been complaining about the quality of service for the past year. Too many on-off interruptions. for weeks on end the phone service is hit and miss for them. I found on Cable the service is substantially better QOS however there are enough major technicalities that make the service an unreliable alternative for use as a business phone.

Regular daily issues with (1)dropped calls (2)one way audio (3)distorted uniteligable audio (4)very high noise level (5)clicks and pops (6)chirpy lines - sample: http://www.kbsvr.com/Files/Transferring_to_an_attendant,_one_moment_please_ring.mp3

Now I am not bashing Vonage here because I believe this is a good thing over all. Just listing a few things that have been on-going concerns for a while that seem to keep reappearing or seem to not go away.

My home service is experiencing the same QOS issues but hardly as much simply because my call volume is significantly less than that of a business line.

Post your experiences in this thread

Posts: 9 · New Forum Member Joined: May 13, 2006 Posts: 9

I found there is a QOS type of report. I captured the audio you can hear at this URL http://www.kbsvr.com/Files/QOS_Report.mp3

This is to an unpublished support number I have acquired.

Also this is in your account dashboard:

Service Announcements

Customers may be experiencing an issue with audio quality on calls. Our engineers are aware of the situation, and are working to resolve the issue as soon as possible. We apologize for any inconvenience and thank you for your patience in this matter.

Posts: 1 · New Forum Member Joined: Mar 09, 2007 Posts: 1

I'm a Voip user and my personal experience with a phone call from a friend's Vonage is like this:

1. Vonage Voip to my home Voip (problem) - thought it's my Voip phone
2. Vonage Voip to my cell phone (problem) - still problem.. maybe my cell phone?
3. gave up and used cell phone to phone my home Voip - works perfectly....

Among the numbers have phone calls I have experienced:

(2)one way audio
(3)distorted uniteligable audio
(4)very high noise level
(6)chirpy lines

I'm using AllDayTalk unlimited local callings for $11.95 a month and never had a problem... other than power outages in my areas..

I can't imagine to have similar type of problem at work, it'll be devastating which explains why we have only been testing Voip equipments from cisco but no plans on implementing them...
it might have a huge impact since a lot of things are beyond our control.

Posts: 2 · New Forum Member Joined: Mar 24, 2007 Posts: 2

metronet wrote:

I'm a Voip user and my personal experience with a phone call from a friend's Vonage is like this:

1. Vonage Voip to my home Voip (problem) - thought it's my Voip phone
2. Vonage Voip to my cell phone (problem) - still problem.. maybe my cell phone?
3. gave up and used cell phone to phone my home Voip - works perfectly....

Among the numbers have phone calls I have experienced:

(2)one way audio
(3)distorted uniteligable audio
(4)very high noise level
(6)chirpy lines

I'm using AllDayTalk unlimited local callings for $11.95 a month and never had a problem... other than power outages in my areas..

I can't imagine to have similar type of problem at work, it'll be devastating which explains why we have only been testing Voip equipments from cisco but no plans on implementing them...
it might have a huge impact since a lot of things are beyond our control.

Metronet... be interested in hearing if you've found any solutions or suggestions... I'm having virtually the same issues and I'm not prepared to pay Bell insidious phone charges again... I disparately want to stay with Vonage!!!

Posts: 8 · New Forum Member Joined: May 26, 2006 Posts: 8

We are getting the same thing (London ON). It is frustrating. We want to stay with Vonage, but it is a problem.

kblack1971 wrote:

I have a business client that has been complaining about the quality of service for the past year. Too many on-off interruptions. for weeks on end the phone service is hit and miss for them. I found on Cable the service is substantially better QOS however there are enough major technicalities that make the service an unreliable alternative for use as a business phone.

Regular daily issues with (1)dropped calls (2)one way audio (3)distorted uniteligable audio (4)very high noise level (5)clicks and pops (6)chirpy lines - sample: http://www.kbsvr.com/Files/Transferring_to_an_attendant,_one_moment_please_ring.mp3

Now I am not bashing Vonage here because I believe this is a good thing over all. Just listing a few things that have been on-going concerns for a while that seem to keep reappearing or seem to not go away.

My home service is experiencing the same QOS issues but hardly as much simply because my call volume is significantly less than that of a business line.

Post your experiences in this thread

Posts: 8 · New Forum Member Joined: May 26, 2006 Posts: 8

A question for the Voip technical types...

Are the problems above likely due to equipment outside of our house, or more likely due to the DSL line or setup inside the house.

I have a good 6 Meg/s line coming into the house (Bell DSL). I don't have a good router (and no QOS).

I can completely understand the choppy, scratchy calls could be the lack of QOS. What is unclear to me is the one-way audio which happens more than I want. I can see getting a good router with QOS and setup the Vonage box to have highest priority, but I don't see how that would fix one-way audio.

Any thoughts or comemnts? (would be appreciated)

Posts: 39 · Vonage Forum Junior Joined: Dec 27, 2006 Posts: 39

please check for the docsis version of your modem. if your modem has a docsis of 1.0, you may need to replace that with a modem that has a docsis of 1.1 or higher. also make sure that the Vonage adapter is free from any interference from other appliances like pcs, lamps, microwaves, etc; that the device is not sharing an outlet with another appliance, and that the phone wiring connecting your phone to the adapter is not faulty or damaged. if you answered yes to all of these questions, you may need to call tech support, they may need to adjust settings for your lines regarding the audio issues.