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melisam78
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Joined: Mar 23, 2007
Posts: 15

PostPosted: Sun Apr 15, 2007 6:35 pm    Post subject: Choppy audio AFTER cable outage - Problem Fixed Reply with quote Back to top

I have fixed this issue... I just hit the reset button on the Voip router.
Thanks all for the help.

I don't really know how to explain the problem... it is choppy audio.
Say you have a stereo on and you keep turning the volume down all the way and then back up... so the voice goes in and out.

My net went down and then it started doing that after it came back up. I have unplugged my router (Linksys RTP300 Voip router) and I unplugged my cable modem and rebooted my computer (completely turned OFF-not restart) to reset everything and it is still doing it. I am NOT having any problems connecting to the internet now that I've reset everything. I have tried to call 4 phone numbers (all NON-vonage lines) and it is doing the same thing.

My information is:
Location: Kentucky
ISP Newwave communications (cable internet)
Router: Linksys RTP300

I did the speed test, results were:
Vonage Voip Analysis
Given your current Internet speeds, we estimate that your Internet connection can support a maximum of 4 simultaneous high quality Vonage® Voip connections.

My Results
Download 4,875,856 bps
Upload 363,984 bps
QOS 74%
RTT 75 ms
MaxPause 79 ms

Speed test statistics
---------------------
Download speed: 4875856 bps
Upload speed: 363984 bps
Quality of service: 74 %
Download test type: socket
Upload test type: socket
Maximum download pause: 79 ms
Average download pause: 5 ms
Minimum round trip time to server: 75 ms
Average round trip time to server: 214 ms

Voip test statistics
--------------------
Jitter: you --> server: 7.1 ms
Jitter: server --> you: 8.4 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: 6
Estimated MOS score: 3.9


Could someone PLEASE help me figure out what to do? I can't talk to anyone on my phone because of this, and this is the ONLY phone I have (no cell, no land line, no other Vonage lines--just this one line)


Last edited by melisam78 on Sun Apr 15, 2007 7:37 pm; edited 1 time in total
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noct
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Joined: Nov 11, 2006
Posts: 208
Location: New Jersey, USA

PostPosted: Sun Apr 15, 2007 6:43 pm    Post subject: Reply with quote Back to top

What you've described is more of a no-way audio situation.

I'm curious as to how your network is set up and the type of Cable Modem you're using.

You said you reset everything - that process will restore factory settings for everything you've done that to.

This means if you've done a reset on a router or a modem/gateway, there could be firewall settings blocking some ports that Vonage needs.

The only other thing I can think of is that crazy storm on the news, maybe there's connectivity issues.

My suggestion would be to run a ping test, use your phone, and see if you can determine there's some relationship on your phone and a spike in latency in your ping test.

Open command prompt in Windows by going to Start, Programs, Accessories, and click Command Prompt. Type ping -T www.google.com and this will run the ping nonstop until you tell it to stop by pressing control & c at the same time, or you can close the window.

So, try that, try making a call, see if something's up. My money's on that storm at this point, the cable provider may not be running at full strength.
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Apr 15, 2007 7:30 pm    Post subject: Reply with quote Back to top

I hate to say it, but this sounds like an issue for customer service. However, I'm a bit concerned about the average turn around time to the server and overall somewhat high times. Before calling CS, I'd try removing the adapter and any other network gear. Plug your computer directly into the modem and repeat the test.

_________________
Steve Gray
Orlando, FL
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melisam78
Vonage Forum Associate
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Joined: Mar 23, 2007
Posts: 15

PostPosted: Sun Apr 15, 2007 7:32 pm    Post subject: Reply with quote Back to top

Ok, I have a "Amibit Data" cable modem Model # U10C018.
I have the phone cord plugged into phone port 1 on the back of the linksys rtp300 Voip router. I have the blue line hooked from the cable modem to the "internet" port on the rtp300 router. from the "computer 1" port I have a line to my computer... from "computer 2" port I have a line to my hubbys computer.
Everything as far as internet is working just fine.
I didn't actually hit any "reset" buttons on anything, I just unplugged the router and cable modem for more than 2 minutes and I turned off my computer completely, plugged the modem back in so it reset itself, turned my computer back on- got confirmation that there was no "internet connection" (because I hadn't yet plugged in the router) then I plugged the router back in.

My internet had been having problems for about 30 minutes of coming up and going back down. there was NO storm in my area, just a little bit of rain, and not very high winds at all. Once my net was back up, I unplugged everything cause the Voip router wasn't picking up that there was internet connection from the modem. Once I plugged it all back in, it worked fine. got internet, surfing right now actually, but the phone is still choppy, voices in and out. I have NO clue what to do.
I have a dial tone, and actually a steady, normal one, and when I dial a number it dials fine, rings regular but the voices go in and out so there was nothing that was set back to factory settings because I didn't actually press any reset buttons

Should I actually press the "reset" button on the back of the rtp300??

noct wrote:
What you've described is more of a no-way audio situation.

I'm curious as to how your network is set up and the type of Cable Modem you're using.

You said you reset everything - that process will restore factory settings for everything you've done that to.

This means if you've done a reset on a router or a modem/gateway, there could be firewall settings blocking some ports that Vonage needs.

The only other thing I can think of is that crazy storm on the news, maybe there's connectivity issues.

My suggestion would be to run a ping test, use your phone, and see if you can determine there's some relationship on your phone and a spike in latency in your ping test.

Open command prompt in Windows by going to Start, Programs, Accessories, and click Command Prompt. Type ping -T www.google.com and this will run the ping nonstop until you tell it to stop by pressing control & c at the same time, or you can close the window.

So, try that, try making a call, see if something's up. My money's on that storm at this point, the cable provider may not be running at full strength.
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phillybill
New Forum Member
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Joined: Apr 16, 2007
Posts: 6

PostPosted: Mon Apr 16, 2007 2:39 am    Post subject: Reply with quote Back to top

Quote from Melisam78:
Should I actually press the "reset" button on the back of the rtp300??

You can try that, Melisam, but make sure you hold the button in for at least 15 seconds. You'll know that you've reset it correctly when you see all the lights go out on the front and then they start to recycle. Please keep in mind that this will reset your factory defaults back to the beginning. So you will have to redo any settings that you have put in there. But pressing that reset button will also reset the voice gateway. After you've done that, power cycle your network by unplugging the modem and all the routers. And then power them back up in turn letting each one reset before moving on to the next one. The RTP300 will then be able to call back to the Vonage servers and download the old configuration for thier router and be able to install it on a clean box. At that point, you should be able to go in and redo any settings you had previously. Vonage has a program where they can readjust things like packet settings and jitter buffer and regardless of what happened in your location, those settings will still be there and when you reset that box, it will call back for its configuration automatically and receive those old settings. It's just a matter of getting it back on your box correctly. I think this will help. But if it doesnt, you'll have to call Tech Support to get them to tweak your settings. Hope this helps!

Peace,
Bill Smile
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