Phone not working or goes in and out, chopping and echoing.

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

Hi,

I am located in Wisconsin and have a VT2142 Vonage router. I have a broadband connection from Time warner cable that is connected directly to thier modem when then goes to the Vonage router and then my computer. Also from the Vonage router is connected to a wall outlet to power my other house jacks. I have had Vonage's service since the end of December 2006 and have just recently in the past month been having a lot of issues. For the first couple months almost, no problems at all. Now, we can't even use the phone because it sounds so bad, people cannot hear us. Once in a while, the calls will get bounced to my back up number I have listed in case of downtime.
I had Time warner come to my house a couple weeks ago to ensure everything was fine, the signal etc.
Can anyone help to try to give me some tips, clues or whatever to troubleshoot this to get this resolved. I have already unplugged the cable modem, and Vonage router and my pc. Then connect the cable modem, let that power up than turn on my Vonage router and let that power up and turn my pc on. Still having issues. Please help, if I can't get this resolved I would have no other choice other than to switch service if I can't get a decent line from Vonage so I can have a phone again.

Posts: 10 · Vonage Forum Associate Joined: Nov 19, 2005 Posts: 10

Check your upload and download speed from your isp. A lot of times choppy audio caused from inadequate bandwith speed.

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

I did that already but those numbers aren't good. The cable company says that the Vonage router **** up alot of bandwidth which is the reason.

Posts: 172 · Vonage Forum Master Joined: Apr 19, 2006 Posts: 172

Bozicfg wrote:

I did that already but those numbers aren't good. The cable company says that the Vonage router **** up alot of bandwidth which is the reason.

go to www.vonage.com and use their tool. It sometimes is very helpful when you know what to find. Still, if you can't fix it by yourself then call Vonage and ask for a tech support to fix it for you.

Posts: 10 · Vonage Forum Associate Joined: Nov 19, 2005 Posts: 10

Bozicfg wrote:

I did that already but those numbers aren't good. The cable company says that the Vonage router **** up alot of bandwidth which is the reason.

If your isp is blaming the Vonage device ******ing up the bandwith, then do a bandwith speed test without it connected and see what your upload and download speed.
Keep in my mind every network devices does use some kind of bandwith on the network.

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

try logging into your acount and see if you can reassign your number into the 2nd phone port. if you're able to do that, reboot your device and check if you're still having issues. if this does not resolve it you may need to call tech support.

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

How do you do that online? I can log into my account through my work computer. I do notice though on my Vonage router that the light on the router the the line 2 is not lit.

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

go to add-ons, then click on move a number. i'm just not sure if you can do that with only one device in your account, so if you're not able to call tech support and have them do that for you. it could be a possible device issue, that your 1st phone port may have gone bad or something like it. better have them trouble shoot it for you.

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

Quote:

I did that already but those numbers aren't good. The cable company says that the Vonage router **** up alot of bandwidth which is the reason.

If this is your ISP's response, I would first of all, run the exact test with your computer connected directly to your modem. I would do this before anything else.

If your download and upload test results are equally lousy, then you have your answer, which you can shout to your ISP, that it is the ISP that is screwed up, not the Vonage router.

However, if your upload and download speeds are up to snuff, then you can tell pretty definitively that you need to either reconfigure your Vonage device or get a new one.

For our sake, why don't you post the results of your test with the current setup and then run it with your computer connected directly to your modem and post that also, sort of a before and after and we can tell you quickly who the culprit is.

Posts: 30 · Vonage Forum Junior Joined: Dec 18, 2006 Posts: 30

I will try that tonight and check that out. I will first run the test how it is, then I will just connect the ISP directly to the computer to see how it reads and will post both.

Thanks