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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Sat Jul 14, 2007 6:12 pm    Post subject: When Vonage Is Down, I Can't Connect To The Internet Reply with quote Back to top

Hi Everyone,

I have a problem in that when my Vonage service goes down, but my cable internet service says it's on (solid "Cable" light on cable modem), I still can't connect to the internet WITHOUT removing my Vonage box. Is there a way I can fix it so that I don't have to remove the Vonage box from my configuration in order to connect to the internet? Thanks!

I spent 22 minutes on my cell phone with Vonage technical support to resolve Vonage going down, and he did something that brought it back up.

1. Your location: Las Vegas, NV - USA
2. Your ISP name and type: Cox Cable
3: Upload and download speeds: 512kbps/6Mbps
4. Modem make and model: Scientific Atlanta WebSTAR DPC2100
5. Type of Vonage adapter used: Motorola VT2142
6. Setup of Network: Modem --> Hawking HBB1 --> Vonage --> PC
7. Issue you are experiencing: Can't connect to the internet when Vonage device goes down, but still have solid "Cable" light on cable modem.
8. Run this Voip Test:

Speed test statistics
---------------------
Download speed: 5862464 bps
Upload speed: 195888 bps
Quality of service: 95 %
Download test type: socket
Upload test type: socket
Maximum download pause: 72 ms
Average download pause: 4 ms
Minimum round trip time to server: 88 ms
Average round trip time to server: 94 ms

Voip test statistics
--------------------
Jitter: you --> server: 4.0 ms
Jitter: server --> you: 8.2 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: 3.8

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sat Jul 14, 2007 9:08 pm    Post subject: Reply with quote Back to top

Your test results look fine. I suspect that Vonage isn't technically down when you lose both phone and internet service. Rather, your internet service is dropping and that causes the Vonage service to drop as well.

The question, of course, is why you're having the outages. It could be your ISP (cable light notwithstanding), your Vonage box, or your Hawking box. When things drop, can you get service back immediately by re-booting everything? If not, can you get internet back immediately by plugging your computer directly into the modem?

One thing I'd try immediately is removing the Hawking box. I have no reason to suspect it, but it's one possibility that can be eliminated without losing functionality.

The reason I list your ISP as a possible culprit, but not your modem, is that the modem light indicates that your modem is staying connected to the equivalent at your ISP's end. However, that does not mean that your ISP's server is keeping you connected to the internet.

_________________
Steve Gray
Orlando, FL
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Sun Jul 15, 2007 12:25 am    Post subject: Reply with quote Back to top

Steve48 wrote:
When things drop, can you get service back immediately by re-booting everything? If not, can you get internet back immediately by plugging your computer directly into the modem?

Steve, thanks for responding. 99% of the time when I lose Vonage service it is because my cable internet is down. (Cable light on my cable modem either goes out or flashes indicating loss of service.)

When I suspect that my cable is NOT the problem, I remove the VT2142 from the equation and immediately I'm able to get back online. However that's only happened once or twice that the problem lied with Vonage and not with Cox Cable. (Today was one such problem, hence why I posted.)

I was under the assumption that even if the Vonage phone service went out, I'd still have internet access.

In answer to your questions, if the problem is with my cable provider, then no, rebooting everything usually does not solve the problem. Only a call to my cable company does. Which they tell me that, yes, there's a service outage in my area, and there's no time frame for repair.

If and only if the problem lies with Vonage, like it did today, removing the VT2142 from the setup solves the problem and gets me back online.

Steve48 wrote:
One thing I'd try immediately is removing the Hawking box. I have no reason to suspect it, but it's one possibility that can be eliminated without losing functionality.

There have been times that I've removed the Hawking HBB1 and that seemed to assist in faster re-acquisition of the signal to the Vonage box, but I don't know why it did.

Steve48 wrote:
The reason I list your ISP as a possible culprit, but not your modem, is that the modem light indicates that your modem is staying connected to the equivalent at your ISP's end. However, that does not mean that your ISP's server is keeping you connected to the internet.

Whenever I notice a serious delay in the internet responding, I always check my upload and download speeds. However as I've said previously, there are only two times when the internet is not available to me. Either Cox is having problems and my Cable light is blinking on my modem, OR I lose my Phone 1 light and the Power light on the VT2142 blinks indicating loss of service.

Any help anyone can give me as to how I can keep connected to the internet without removing the Vonage box when Vonage servers are down, is greatly appreciated.

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
View user's profile Send private message
Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Sun Jul 15, 2007 2:20 pm    Post subject: Reply with quote Back to top

tmbeem wrote:
Steve48 wrote:
When things drop, can you get service back immediately by re-booting everything? If not, can you get internet back immediately by plugging your computer directly into the modem?

Steve, thanks for responding. 99% of the time when I lose Vonage service it is because my cable internet is down. (Cable light on my cable modem either goes out or flashes indicating loss of service.)

When I suspect that my cable is NOT the problem, I remove the VT2142 from the equation and immediately I'm able to get back online. However that's only happened once or twice that the problem lied with Vonage and not with Cox Cable. (Today was one such problem, hence why I posted.)


In this case, why did you suspect that the cable was not the problem? One possibility is that the cable took a momentary "hit" and was back on line by the time you noticed, but the Vonage router was having problems re-acquiring. Removing the Vonage adapter got you back on line, but are you sure that re-booting the adapter wouldn't also have worked? If not, this is something that I would try next time. First try re-booting the Vonage box, and if that doesn't work, try going directly to the modem.

Another possible issue is a short "power burp". This could cause any combination of your network components to need a re-boot. I personally use a light duty UPS to power just my network components.

Quote:
I was under the assumption that even if the Vonage phone service went out, I'd still have internet access.


That's absolutely correct. Vonage servers being down should not affect your internet service in any way. That's why I've focussed on your local components. Of course, failure of the Vonage box in your local setup counts as a Vonage outage in my book, but it's not the sort of outage that you're talking about.

Quote:
Any help anyone can give me as to how I can keep connected to the internet without removing the Vonage box when Vonage servers are down, is greatly appreciated.


I really doubt that that's your issue.

_________________
Steve Gray
Orlando, FL
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Sun Jul 15, 2007 7:34 pm    Post subject: Reply with quote Back to top

To be crystal clear on my procedures when I suspect Vonage or my internet goes down, the FIRST thing I do is unplug EVERYTHING, wait 10 minutes and plug it back in in the order of Hawking, Cable (waiting for a solid cable light), then Vonage. If I don't get a solid Cable light, then I KNOW Vonage won't acquire a signal.

However, if I DO get a solid cable light, and Vonage STILL does not acquire a signal, then I am assuming the problem is with Vonage, at which point I remove the Vonage box from the equation to see if I can access the internet. If I then CAN access the internet I run a
speed test to see if it's my speeds that are the problem. Most of the time, they're not the problem.

Steve48 wrote:
That's absolutely correct. Vonage servers being down should not affect your internet service in any way.

How then do I get around the issue of the Vonage box not allowing access to the internet when I KNOW FOR CERTAIN that the problem is with Vonage and NOT my ISP? Are there certain settings that need to be set up in the VT2142 to allow internet and Voip traffic to be independent of one another?

Steve48 wrote:
I personally use a light duty UPS to power just my network components.

I've been seriously considering this option, but have been confused as to which UPS device I should get, which components should be the MINIMUM components to hook up to it, and just how long they'll last? If I may ask, what is the brand and model of your UPS, and what components do you have hooked up to it? How long does yours last in a power outage situation. I'm assuming the Vonage box, the cablemodem, and the telephone need to be hooked up to it, but does the computer/monitor need to be hooked up to it as well? Am I missing any other devices that need to be hooked up to the UPS? Thanks for your reply.

Steve48 wrote:
Of course, failure of the Vonage box in your local setup counts as a Vonage outage in my book, but it's not the sort of outage that you're talking about.

That is EXACTLY the sort of outage I'm talking about. Whether it be a failure of the VT2142 itself (unlikely), or a failure of the Vonage server connecting the VT2142 to Vonage (more likely). Again thanks for your reply. It's greatly appreciated.

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Jul 16, 2007 7:22 pm    Post subject: Reply with quote Back to top

tmbeem wrote:
To be crystal clear on my procedures when I suspect Vonage or my internet goes down, the FIRST thing I do is unplug EVERYTHING, wait 10 minutes and plug it back in in the order of Hawking, Cable (waiting for a solid cable light), then Vonage. If I don't get a solid Cable light, then I KNOW Vonage won't acquire a signal.


OK. Sounds good.

Quote:


Steve48 wrote:
That's absolutely correct. Vonage servers being down should not affect your internet service in any way.

How then do I get around the issue of the Vonage box not allowing access to the internet when I KNOW FOR CERTAIN that the problem is with Vonage and NOT my ISP? Are there certain settings that need to be set up in the VT2142 to allow internet and Voip traffic to be independent of one another?


No, you shouldn't have to have any special settings (famous last words, I know.). However, in this case it does sound like this is a Vonage problem, but in your local equipment- the VT2142- not in the Vonage servers.

Quote:


Steve48 wrote:
I personally use a light duty UPS to power just my network components.

I've been seriously considering this option, but have been confused as to which UPS device I should get, which components should be the MINIMUM components to hook up to it, and just how long they'll last? If I may ask, what is the brand and model of your UPS, and what components do you have hooked up to it? How long does yours last in a power outage situation. I'm assuming the Vonage box, the cablemodem, and the telephone need to be hooked up to it, but does the computer/monitor need to be hooked up to it as well? Am I missing any other devices that need to be hooked up to the UPS? Thanks for your reply.


What I have is an APC model BE350R light duty UPS that I use to power only the modem and Vonage router in my system. It's designed to handle a much heavier load for 10 minutes or so. With this load it can stay on for hours. In your case, you'd want to add the Hawking box. I have a completely separate UPS to take care of my computer. That's a separate issue. The purpose of the UPS for my network is to assure that we don't lose phone service in an outage of reasonable length. It is, among other things, a WAF (wife acceptance factor).

_________________
Steve Gray
Orlando, FL
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BoBrown
Vonage Forum Associate
Vonage Forum Associate


Joined: Jun 18, 2007
Posts: 19
Location: Clovis, California

PostPosted: Mon Jul 16, 2007 7:48 pm    Post subject: Reply with quote Back to top

Not sure if this will help but it solved all of my strange unexplained issues. What I did was to take my Hawking unit and placed it in the very bottom of our dumpster. Solved all of our problems! Might be worth your time to to give it a try.
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tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Mon Jul 16, 2007 7:52 pm    Post subject: Reply with quote Back to top

Steve48 wrote:
No, you shouldn't have to have any special settings (famous last words, I know.). However, in this case it does sound like this is a Vonage problem, but in your local equipment- the VT2142- not in the Vonage servers.

Thanks Steve. It looks as if perhaps my VT2142 is acting up and perhaps it is best if I replace it. I'm NOT looking forward to that. I need to call CS anyway because whatever the technical support guy did when I called him to resolve the issue I'm posting about, he somehow apparently messed up some settings in which I can no longer hear incoming callers after a minute or so. As I found out today when I made several calls over a period of a few hours. Though I'll make some more calls tomorrow to make SURE it's not just an intermittent problem with my broadband connection.

Steve48 wrote:
What I have is an APC model BE350R light duty UPS that I use to power only the modem and Vonage router in my system. It's designed to handle a much heavier load for 10 minutes or so. With this load it can stay on for hours. In your case, you'd want to add the Hawking box. I have a completely separate UPS to take care of my computer. That's a separate issue. The purpose of the UPS for my network is to assure that we don't lose phone service in an outage of reasonable length. It is, among other things, a WAF (wife acceptance factor).

I just looked at that model, and as it only has 3 UPS outlets (the other 3 are just surge protection), I'll either need two of them or get a device with at least 4 UPS outlets. (One for my cablemodem, VT2142, Hawking HBB1, and my living room telephone.)

I appreciate your willingness and ability to attempt to diagnose my problems.

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
View user's profile Send private message
tmbeem
Vonage Forum Senior
Vonage Forum Senior


Joined: Oct 10, 2006
Posts: 114
Location: Las Vegas, Nevada, USA

PostPosted: Mon Jul 16, 2007 7:56 pm    Post subject: Reply with quote Back to top

BoBrown wrote:
Not sure if this will help but it solved all of my strange unexplained issues. What I did was to take my Hawking unit and placed it in the very bottom of our dumpster. Solved all of our problems! Might be worth your time to to give it a try.

If I may ask, what strange, unexplained issues were you having that removing the Hawking HBB1 from your setup resolved? Were they the same issue that I posted about? Until today, I've experienced nothing but increased call quality with the HBB1 in my setup. Thanks for your reply.

_________________
Thomas Beem
Las Vegas, NV
ISP: Cox Communications
12 Mbps down/1.5 Mbps up
Cable Modem: Scientific Atlanta Webstar DPC2100
Voip Device: VDV21-VD
Setup: Modem --> Hawking HBB1 --> Vonage --> PC
Customer Since: Oct. 9, 2006
View user's profile Send private message
BoBrown
Vonage Forum Associate
Vonage Forum Associate


Joined: Jun 18, 2007
Posts: 19
Location: Clovis, California

PostPosted: Mon Jul 16, 2007 8:16 pm    Post subject: Reply with quote Back to top

Hi Thomas,

Prior to dumping the Hawking HBB1 I was constantly having to reboot my Vonage unit. The call quality was never consistent and the wife complained about having to hang up and redial to get a good connection. It seemed to always be something different. Since removing the Hawking there has not been even one small issue. I do however miss the pretty blue lights. As I said prior, you might want to try removing it on a trial basis.

Good Luck.

Bo
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