Outbound Call Quality has degraded - Inbound calls fine

Posts: 4 · New Forum Member Joined: Jul 11, 2007 Posts: 4

Recently my outbound call quality has gone downhill. It is so bad now I use my cell to make calls and only accept inbound calls which have been unaffected.

Here is a list of information requested to help diagnose my problem (Note I do not believe anything in this setup has changed):

1. Roswell, GA (Has not changed)
2. Charter Cable (Has not changed)
3. Well it is advertised as Charter High Speed 3m Service
4. Motorola Surfboard SB5100 (Has not changed)
5. Vonage adapter Motorola VT1005 (Has not changed)
6. Setup of Network: SB Modem --> Linksys BEFSR41 V2 --> Linksys WRT54G -->Vonage Adapter-->Home phone line --> 2 Cordless phone systems (Has not changed)
7. Calls placed from my location are very choppy on other end. I can hear the person I am calling fine on the other end. Inbound calls sound fine in both directions.
8. Voip Test output:

Speed test statistics
---------------------
Download speed: 1139688 bps
Upload speed: 197856 bps
Quality of service: 54 %
Download test type: socket
Upload test type: socket
Maximum download pause: 235 ms
Average download pause: 24 ms
Minimum round trip time to server: 33 ms
Average round trip time to server: 605 ms

Voip test statistics
--------------------
Jitter: you --> server: 73.1 ms
Jitter: server --> you: 8.3 ms
Packet loss: you --> server: 0.1 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.3 %
Packets out of order: 0.0 %
Number of supported Voip lines: 3
Estimated MOS score: 3.5

If I forgot anything please let me know

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

Your download pause and round trip times are too high. Let's start troubleshooting by re-running the test and seeing if you get similar results. Then plug your computer directly into the modem and do it again. We want to see if your network equipment is causing this issue.

What frequency are your cordless phones?

Posts: 4 · New Forum Member Joined: Jul 11, 2007 Posts: 4

Rerunning the test gives the following:

Speed test statistics
---------------------
Download speed: 2384024 bps
Upload speed: 192760 bps
Quality of service: 82 %
Download test type: socket
Upload test type: socket
Maximum download pause: 196 ms
Average download pause: 14 ms
Minimum round trip time to server: 149 ms
Average round trip time to server: 572 ms

Voip test statistics
--------------------
Jitter: you --> server: 71.5 ms
Jitter: server --> you: 8.2 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.3 %
Packets out of order: 0.0 %
Number of supported Voip lines: 3
Estimated MOS score: 3.6

I'm assuming by directly plugging into my computer you mean have cable modem plugged into VT1005 and from VT1005 plug into my computer? If so here is the result of that speed test:

Speed test statistics
---------------------
Download speed: 2504952 bps
Upload speed: 192976 bps
Quality of service: 84 %
Download test type: socket
Upload test type: socket
Maximum download pause: 144 ms
Average download pause: 12 ms
Minimum round trip time to server: 248 ms
Average round trip time to server: 531 ms

Voip test statistics
--------------------
Jitter: you --> server: 17.0 ms
Jitter: server --> you: 20.7 ms
Packet loss: you --> server: 0.4 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 3
Estimated MOS score: 3.6

I have 1 900Mhz and 1 2Ghz phone. Both have the same problem.

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

jborn wrote:

6. Setup of Network: SB Modem --> Linksys BEFSR41 V2 --> Linksys WRT54G -->Vonage Adapter-->Home phone line --> 2 Cordless phone systems (Has not changed)

According to your setup, you have 2 routers before your Vonage adapter. any reason for having so many routers before your Vonage device? It could be part of the problem.

Normally, most users would have either the Vonage device as the main router or one other. Your jitters from you to the server is still very poor and this is probably the reason why others are having difficulty hearing you.

Posts: 4 · New Forum Member Joined: Jul 11, 2007 Posts: 4

No particular reason for the setup. My home network is big enough that I need both routers to handle all the devices that I hook up. I will however switch the Vonage adapter to be plugged into the first router.

Since I'll have the jitter issue either way what is my next step?

Posts: 433 · Posted: Thu Jul 26, 2007 11:34 pm Post subject:

jborn wrote:

I'm assuming by directly plugging into my computer you mean have cable modem plugged into VT1005 and from VT1005 plug into my computer?

No, Steve48 was trying to tell you to just plug your cable modem into your computer to eliminate all of your network equipment and run the test again. This way, you can see if the problem is with your modem or perhaps the line coming from your cable co. If your results are still bad, most likely it is your modem or line. If the results improve a great deal, the problem is somewhere in your network set up.

Posts: 4 · New Forum Member Joined: Jul 11, 2007 Posts: 4

OK, So if I'm reading this right the problem is not in my network setup, which leaves the line coming into the house or the Cable Modem itself.

What are my options at the point? Do I call the cable company and have them check my line? What type of questions should I ask them to make sure they fix the issue?

Should I call Vonage and walk through the issue with them?

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

Would you please post the results of the Voip speed test using only the modem plugged directly into your computer without any of your routers including the Vonage router.

If the test results are still poor, then we have eliminated your network as the problem. At this point, you cannot make any definitive conclusions because you have not isolated your network.