RT31P2 No Service (No phone light)

Posts: 6 · New Forum Member Joined: Feb 12, 2005 Posts: 6

I have an RT31P2 connected to an ethernet jack in my wall. The Condo Association that I live in uses Speakeasy as their ISP (that is my gues based on a tracert). Recently, I have lost dialtone and the phone light has gone out on my adapter.

I have called Customer Service twice, who has tried to trouble shoot. Both times they have spent about 1 hour trying different things, and then end the call saying leave the adapter unplugged for 5 to 15 minutes, then they say they will call back in that time frame and tell me to reconnect it. The CSRs then hang up. And twice they DO NOT CALL ME BACK !!!! I waited 3 days between calls.

Anyway, since Customer Service seems to not be able to follow through on their instructions, here is my Voip test data. Does anyone have any ideas about what I should do next?
I notice quite a difference between the two Voip test sites??
-------------------------------------------------------------------------------------
www.testyourvoip.com:
MOS Analysis for you to Boston
MOS 3.0 / 5.0
(Best with G.711 is 4.4)
Degradation Sources
Codec 0.57 29.0%
Latency 0.08 4.0%
Packet Discards 1.00 50.7%
Packet Loss 0.32 16.1%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 230 ms
Packet Discards 2.9%
Packet Loss 0.9%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 120 ms
Burst Loss
Jitter Min: 0 ms
Avg: 7 ms
Max: 261 ms
Signaling Quality Post-Dial Delay 290 ms
Call Setup Time 14150 ms
Media Delay 14300 ms
-------------------------
MOS Analysis from Boston to you
MOS 4.4 / 5.0
(Best with G.711 is 4.4)
Degradation Sources
Codec 0.58 93.0%
Latency 0.04 7.0%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 230 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss
Jitter Min: 0 ms
Avg: 0 ms
Max: 0 ms
Signaling Quality Post-Pickup Delay 14148 ms
Call Setup Time 14156 ms
Media Delay 14180 ms
-------------------------------------------------------------------------------------
www.vonage-forum.com/voip-speed-test.html
When the test starts I get a "Error can not perfrom Voice over IP simulation" message
Download speed 1 Kbps (socket test)
Upload speed 703 Kbps (socket test)
Quality of service 1 %
Maximum pause 1821 ms
Round trip time 59 ms
Upstream jitter 8919.5 ms
Upstream packet loss 0 %
Upstream packet order 99 %
Upstream discards 0 %
Downstream jitter 743.4 ms
Downstream packet loss 98 %
-------------------------------------------------------------------------------------
tracert www.vonage.com

Tracing route to www.vonage.com [69.59.254.188]
over a maximum of 30 hops:

1 9 ms 7 ms 4 ms dsl253-082-225.mia1.dsl.speakeasy.net [66.253.82
.225]
2 126 ms 142 ms 46 ms dsl093-249-089.mia1.dsl.speakeasy.net [66.93.249
.89]
3 81 ms 128 ms 160 ms 220.ge-0-1-0.cr2.atl1.speakeasy.net [69.17.82.12
1]
4 63 ms 57 ms 73 ms unknown.Level3.net [63.210.88.153]
5 45 ms 65 ms 67 ms ae-1-51.bbr1.Atlanta1.Level3.net [4.68.103.1]
6 65 ms 61 ms 62 ms so-1-0-0.mp1.Philadelphia1.Level3.net [209.247.8
.69]
7 80 ms 118 ms 67 ms ge-11-0.hsa2.Philadelphia1.Level3.net [64.159.0.
150]
8 205 ms 80 ms 87 ms VONAGE-HOLDI.hsa2.Philadelphia1.Level3.net [4.78
.147.110]
9 * * * Request timed out.
------------------------------------------------------------------------------------
http://www.speakeasy.net/speedtest/ to Atlanta, GA
Down 1440 kbps
Up 1567 kbps

Posts: 13 · Vonage Forum Associate Joined: Feb 27, 2007 Posts: 13

might be a firmware issue. as with other networking devices, these adapters do get bugs from time to time depending on the firmware that vonages rolls out. you might want to try the following before calling tech support.

1) powercycle. leave everything off for about 2 minutes, powerback on in order.
2) check if you get any message when you pick up the phones.
3) try to check if you can still go online through the rt31p2.
4) if you can, call tech support to check if the firmware registered from their end is the latest. if it isn't, have them guide you through on how to download the firmware from their end, they usually have to follow a certain troubleshooting flow before they do that, so you better listen.

5) have the tech check for known issues about the rt31p2, if it would fall on one of those known issues, then they will replace the device if it still under warranty (one year after being issued.

6) if it is no longer in warranty, you may have to buy a new one from retail. better get one of those newer linksys Voip routers. (stay away from the dlink vwr, got some major issues)

hope this helps...

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

I seriously doubt this to be a firmware issue. This sounds more like the phone port is dead. Did tech support try moving your line to the second phone port? You can do this yourself by logging in to your web account, click on the Add-ons tab then the "Move a Number" link. Once you've completed the steps to moving the line to the second phone port, don't forget to physically remove the phone line from port 1 on the back of the device to port 2.

Posts: 6 · New Forum Member Joined: Feb 12, 2005 Posts: 6

I have tried both of the above suggestions, with no luck, same issue.

Any other ideas?

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

If neither phone port light will activate, I can only suggest to you to try a new Vonage adapter. How old is your RT31P2 by the way?

Posts: 63 · Full Forum Member Joined: Jun 07, 2007 Posts: 63

is your ISP cable or DSL??if it is DSL try to do a mac clone.log in to the router page of the device,click on the mac address clone (it's the smaller link below the big ones)..enable it then click on clone.after that your device will reboot.unplug the power cable for 30 sec and then plug it back.it if still does not work try to connect a computer directly to your jack and see if there is a problem on the connection

Posts: 2257

jonlord wrote:

I
www.testyourvoip.com:
MOS Analysis for you to Boston
MOS 3.0 / 5.0

Packet Discards 1.00 50.7%
Packet Loss 0.32 16.1%
Round-Trip Latency 230 ms
Packet Discards 2.9%
Call Setup Time 14150 ms
Media Delay 14300 ms
-------------------------
MOS Analysis from Boston to you
Call Setup Time 14156 ms
Media Delay 14180 ms
-------------------------------------------------------------------------------------
www.vonage-forum.com/voip-speed-test.html
When the test starts I get a "Error can not perfrom Voice over IP simulation" message
Download speed 1 Kbps (socket test)
Quality of service 1 %
Maximum pause 1821 ms
Round trip time 59 ms
Upstream jitter 8919.5 ms
Downstream jitter 743.4 ms
Downstream packet loss 98 %
-------------------------------------------------------------------------------------

Holy stutter, Batman! I've literally never seen jitter and call setup times that high. That's 28 times slower than SATELLITE! I'm absolutely not surprised that you are having trouble making calls. 14 seconds call establishment times, and an eight second jitter, probably means that the Vonage servers are timing out trying to reach your adapter and vice versa.

Take the Vonage device out of the mix, please. Plug a single computer directly to the Ethernet connection coming into your condo, and redo the www.testyourvoip.com test. If the numbers get a lot better, then your RT31P2 may be bad (but it doesn't necessarily mean you need a new Vonage device - a new router may fix you up, and the RT31P2 may still be able to serve as a Vonage device behind the router - we can talk about that if and when you isolate the issue to the RT31P2).

If the numbers don't get better connected directly to the Internet without the RT31P2, then you seriously need to get ahold of whoever manages your connection and ask them to do a test - it's quite probable that you have a new neighbor who is running BitTorrent or some other application that is hogging up the bandwidth, and the rest of you are having stability issues - either that or something is terribly wrong with your connection.

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

jonlord wrote:

I have an RT31P2 connected to an ethernet jack in my wall. The Condo Association that I live in uses Speakeasy as their ISP (that is my gues based on a tracert). Recently, I have lost dialtone and the phone light has gone out on my adapter.

the main problem is right here everyone. jonlord, the problem you are facing is quite simple. You are using a shared high speed internet connection provided by your condo association probably through your fees. The problem with this approach is that it works fine for internet access for surfing the web etc. But for highly sensitive and time dependent applications like Voip, you are going to have trouble. From the speed tests, your connection with Vonage will be worse than a tin-can connected via a string.

If you want to use Vonage, it will cost you either a DSL or a cable connection. Otherwise, I would not recommend using the shared internet connection that is available to you through your condo association. It is not a viable connection for a Voip phone call.

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

jonlord wrote:

Recently, I have lost dialtone and the phone light has gone out on my adapter.

From this quote, this would lead me to believe that at a point in time his service was operable with his current connection at the condo, thus the reason for my suggestion to try a new adapter. If he has recently moved to this condo and is now experiencing this issue, then mundy5's explanation is more plausible.

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

There is a very simple test you can do.

1. Remove the rt31p2 from your network and connect your computer directly to the ethernet connection.

2. Run the same speed tests and Voip tests.

If the results are the same as before (i.e. high jitters, latency etc), the problem is not your rt31p2, it's your network from your condo.

If the results are very much improved, then we have found your culprit. It would be the rt31p2 that has gone bad.