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NWABCS
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Joined: Jul 12, 2007
Posts: 9

PostPosted: Thu Jul 12, 2007 4:39 pm    Post subject: Refunds on a paid up year subscription... + technical issue Reply with quote Back to top



Hello fellow Vonage customers/fans. I have had Vonage about a year. Recently I got a job and need to use my home phone. About once a week, I have call issues in which no one can hear me when I talk or its very choppy. It eventually fixes itself.

I have tried everything I can think of to fix it so this doesn't happen at all anymore.

In March, I paid up for a year.

Does anyone know if I can get a refund with that?

I love Vonage but with this new job, I cannot take a risk of people NOT being able to hear me.




Last edited by NWABCS on Thu Jul 12, 2007 9:18 pm; edited 1 time in total
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emac
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Posts: 87

PostPosted: Thu Jul 12, 2007 5:25 pm    Post subject: Reply with quote Back to top

instead of calling Vonage i would call your ISP. Most likely you are having packet loss. Run a continuous ping test while it is happening i bet you will see a lot of packet loss. Either that or it is a BW issue if you can hear them and they can not hear you. Put your BW saver to 30kbps and test it.

and there is no way to get a refund on that payment. read the terms of service that go along with it you can find it on their website
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navydavy2001
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Joined: May 26, 2005
Posts: 1125
Location: United States

PostPosted: Thu Jul 12, 2007 5:32 pm    Post subject: Reply with quote Back to top

Ok, let's help this guy feed his family/self and not guess at the fix. First of all, please read the sticky at the top of the forum and give us all the information asked. Let's try to get you working before you have to go through the hell of customer service.

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NWABCS
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PostPosted: Thu Jul 12, 2007 6:34 pm    Post subject: Reply with quote Back to top

emac wrote:
instead of calling Vonage i would call your ISP. Most likely you are having packet loss. Run a continuous ping test while it is happening i bet you will see a lot of packet loss. Either that or it is a BW issue if you can hear them and they can not hear you. Put your BW saver to 30kbps and test it.

and there is no way to get a refund on that payment. read the terms of service that go along with it you can find it on their website



What is a packet loss? How do I run a ping test?

I tried the bandwith thing (I know that one lol) and sadly that doesn't work.





navydavy2001 wrote:
Ok, let's help this guy feed his family/self and not guess at the fix. First of all, please read the sticky at the top of the forum and give us all the information asked. Let's try to get you working before you have to go through the hell of customer service.



Sorry I should have read that first....

1. Your location - PITTSBURGH, PA

2. Your ISP name and type (cable, DSL, wireless etc) - COMCAST CABLE

3. Upload and download speeds - UM... FAST... HOW DO I FIND THAT?

4. Modem make and model - UM... ONLY THING I COULD FIND IS DPX2100 SERIES CABLE MODEM. IT IS FROM COMCAST. I ALSO HAVE A LINKSYS WIRELESS-G BROADBAND ROUTER

5. Type of Vonage adapter used ie RT31P2 or PAP2 - UM... HOW DO I FIND THAT? THE ONE THING SAYS MODEL - IP 8100-2

6. Setup of Network ie Modem---->Vonage Adapter-->PC - GOT HE Vonage ADAPTER HOOKED UP TO ROUTER

7. Issue you are experiencing ie dropped calls, choppy audio etc - I HAVE HAD DROPPED CALLS, CHOPPY AUDIO , AND SOMETIMES PEOPLE JUST CANT HERE ME

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: 8912720 bps
Upload speed: 1460808 bps
Quality of service: 53 %
Download test type: socket
Upload test type: socket
Maximum download pause: 167 ms
Average download pause: 4 ms
Minimum round trip time to server: 31 ms
Average round trip time to server: 52 ms

Voip test statistics
--------------------
Jitter: you --> server: 2.6 ms
Jitter: server --> you: 8.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 2.5 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 24
Estimated MOS score: 3.5

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navydavy2001
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PostPosted: Thu Jul 12, 2007 6:49 pm    Post subject: Reply with quote Back to top

Ok, now rerun the test, and this time, connect your cable modem to your computer. Take the router and Vonage device out of the picture for now. That QOS being 53% is not a good thing. I am interested to see the stats without the Vonage connected.

After you do that post it here. You may want to try connecting your network like this:

Modem---->Router--------->Computer
|
Vonage device

Also, please tell us the exact model number of the Linksys router you have.

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NWABCS
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PostPosted: Thu Jul 12, 2007 7:50 pm    Post subject: Reply with quote Back to top

navydavy2001 wrote:
Ok, now rerun the test, and this time, connect your cable modem to your computer. Take the router and Vonage device out of the picture for now. That QOS being 53% is not a good thing. I am interested to see the stats without the Vonage connected.

After you do that post it here. You may want to try connecting your network like this:

Modem---->Router--------->Computer
|
Vonage device

Also, please tell us the exact model number of the Linksys router you have.



After checking... I have my setup (first test).. like this..
Modem is connected to router and computer. Vonage Adapter is connected to my router.

My Router model number is WRK54G

I tried setting the BW down to 30 and reran the test.... here is what i got...

Speed test statistics
---------------------
Download speed: 11841824 bps
Upload speed: 1518352 bps
Quality of service: 66 %
Download test type: socket
Upload test type: socket
Maximum download pause: 263 ms
Average download pause: 3 ms
Minimum round trip time to server: 28 ms
Average round trip time to server: 77 ms

Voip test statistics
--------------------
Jitter: you --> server: 4.8 ms
Jitter: server --> you: 8.8 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: 25
Estimated MOS score: 4.0



So... where now? Try the....

Modem---->Router--------->Computer
|
Vonage device

???

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NWABCS
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Joined: Jul 12, 2007
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PostPosted: Thu Jul 12, 2007 9:29 pm    Post subject: Reply with quote Back to top


Upon further review there's only one slot in the modem so i can only go to one place from there.

It's currently....

Computer
|
Router - Vonage Adapter
|
Modem


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NateHoy
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Nov 01, 2005
Posts: 2257
Location: New England

PostPosted: Fri Aug 03, 2007 4:06 pm    Post subject: Reply with quote Back to top

NWABCS wrote:

Upon further review there's only one slot in the modem so i can only go to one place from there.

It's currently....

Computer
|
Router - Vonage Adapter
|
Modem




This forum software uses HTML which drops leading spaces. I'm fairly certain NavyDavy meant what you have now:

1. Modem -> (WAN/Internet Port) Router
2. Router (LAN) -> Vonage Device
3. Router (LAN) -> Computer(s)

--------------------------

Your tests, overall, look fine. I'm suspecting you have some form of intermittent problem.

People not hearing you is a function of "upload" bandwidth - are you running any high-bandwidth applications when you have the choppy audio issues? If your router is wireless, is it secure (WPA or WPA2-encrypted)?

_________________
Comcast Cable (3m down / 256k up) -> Linksys BEFCMU10 v2 (DOCSIS 1.0) -> WRT54G v4 ("Tomato" firmware) -> the rest of my network including a WRTP54G (Firmware: 5.01.04)
My Vonage Self-Help Guides: http://vonage.nmhoy.net
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Fri Aug 03, 2007 6:52 pm    Post subject: Reply with quote Back to top

The first data set has 2.5% packet loss, server to you. What, if anything, is the difference in the setup between the two tests?

By the way, in answer to one of your questions, the IP8100 is your Vonage adapter. It's a Voip phone. Most of us use an adapter with some kind of conventional phone, but your 8100 is the equivalent.

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Orlando, FL
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