Netgear WGR614v6, Qwest Internet/tv bundle and Choppy Signal

Posts: 5

1. Scottsdale, Arizona
2. Qwest tv/internet bundle (cable)
3. Upload speed: 836616 bps, Download speed: 1183760 bps
4. Modem Motorola RG2200C (Qwest)
5. Type of Vonage adapter used Motorola and model VT1005
6. Setup of Network is Modem---->Vonage Adapter--> Netgear WGR614v6 -->PC
7. Issue is extremely choppy audio both ways all the time.

Speed test statistics
---------------------
Download speed: 1183760 bps
Upload speed: 836616 bps
Quality of service: 80 %
Download test type: socket
Upload test type: socket
Maximum download pause: 360 ms
Average download pause: 9 ms
Minimum round trip time to server: 94 ms
Average round trip time to server: 96 ms

Voip test statistics
--------------------
Jitter: you --> server: 30.8 ms
Jitter: server --> you: 31.5 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: 14
Estimated MOS score: 3.7

I've had Vonage for a year, but over the past two months, it's been getting slowly bad, until it's really noticable and difficult to share a conversation properly.

I have spent weeks on the phone with various Vonage very helpful techs doing multiple tests.

The sound is really breaking up when I talk or they talk, it's the same without the router connected, just connected directly from the cable to the Vonage box.

Plus had a qwest tech come over and find nothing wrong with the tests they ran on the lines, they say I can get Internet and cable tv just fine, and thats all they are responsible for.

Eventually a Vonage tech helped me set up a 3 way conference call which took about two hours with a Qwest person and together I stayed quiet while they ran many tests. The conclusion was I have jitter loss from Qwest, but Qwest claims they do not have the ability for changing anything, plus the Internet and TV work fine.....

So I'm stuck...and I'm very confused, (I can't change from Qwest as our Condo complex only allows Qwest as our service provider, I'm a home owner who's wondering what to do next as I really want to keep Vonage.

Thanks for any help.

Linda

Posts: 6 · New Forum Member Joined: Aug 16, 2005 Posts: 6

Linda, did you ever get this resolved? I'm having the same problem with Qwest in the same location. About a month ago, Vonage became real choppy. The problem has to do with the line quality and max pause. The Qwest techs say they meet the speed requirement so they won't do anymore. Like you, I'm going to have to switch providers and cancel Vonage as much as I hate to as well since I'm in a Qwest only community too. Wouldn't surprise me if Qwest is doing this on purpose.

Posts: 5

I use these sites to test my Voip http://www.mycooltools.com/

http://www.speedtest.net/ and http://speakeasy.net/speedtest/

I called Vonage again, last week and asked is there such a thing as a jitter buffer or upgraded modem which may help.

I was told they don’t think it will make any difference, and only if the quality gets worse, I should call back and possibly try a new Vonage modem.

I have to call and cancel on Monday, as the quality is now ridiculous, I can’t hear every other word, its so choppy and broken. I may give Qwest another call first, as the quality of service is showing it’s at 56% and the jitter at 55.1 ms.

My only other idea, is to stop using the bundled service and have the Internet only service – no tv, to see if that helps the quality. I did mention this idea and the Qwest tech, said it will be the same quality….. so who knows….grrrrrrrr.

I have been using up all my cell phone minutes instead so what is the use of keeping this service if I can’t use it.

It is so very frustrating as Vonage used to work great. I will keep you posted on what happens.

Linda

Posts: 6 · New Forum Member Joined: Aug 16, 2005 Posts: 6

Linda, thanks for the info. Your setup is probably like mine with the Motorola gateway box controlling both the tv and the internet. I went to the back of the box and plugged my laptop directly into it and still got the same speed and line quality results. I also went to my neighbor's and ran the test on his computer and got the same results. It'll be interesting to see what Vonage says when you cancel. I hate to part with Vonage but I'll be left with no choice.

Posts: 5 · Posted: Tue Aug 21, 2007 4:58 pm Post subject: Follow up - Possible Solution

Ok, here's the latest, so I spent hours again on the phone…….called Vonage, told tech I want to cancel (I will try to keep it short and sweet). He tried to tell me he can give me a 40 dollar rebate towards purchasing a new router. Asked to speak to a top level tech, as was promised previously a free router if the trouble got worse… and it has.

Top level Vonage tech told me a new router will not do anything for me, if it was the router it would not allow me to connect at all. He suggested I go to Qwest and tell them this: “I am having trouble with the direct actions. Meaning when I log on to any online gaming site, I get logged off fast, it disconnects. Plus when I use my web cam it disconnects and the connection is broken. Also when I use AOL messenger it disconnects…. I need consistency” (You get the picture ok, no mention of VOIP).

So I now go to Qwest, tell them my story… I browse and notice they have a 7 Mbps blazing speed service, so I ask about that….. I speak to 3 different techs and eventually after the first one again tells me, my bundled service was not designed for online gaming, as it’s only 1 Mbps and they can’t do any thing. Then I mention the high speed service and ask how much is that?

Here’s where I got another Qwest person….to cut to the chase, they eventually tell me about a special promotion where you can choose to upgrade to a super fast service with download speeds up to 7 Mbps. (maximum speeds vary by location), it’s only 3 Mbps in my area. This is a two year commitment which if you go this way the price remains at the $34.99 month and never increases for the life of your service.

This is cheaper than the Internet service I have at the lower speed. I pay $39.99 now…. So I said go ahead, it should be all set up on their end, and I keep my Motorola gateway box without any changes here. I should see a difference hopefully by tomorrow at the latest…

So fingers crossed this solves my choppy phone problem… I will keep you posted. WHY didn’t the first Qwest tech tell me about this promotion ages ago???

Hope this helps you too.

Linda

Posts: 6 · New Forum Member Joined: Aug 16, 2005 Posts: 6

Linda, thanks for the info. I hope this works out for you. I'm trying to hold off as long as possible on getting rid of Vonage but soon I'll have no choice. I wonder if we're in the same condo complex.

Posts: 5

Last update:

Well I seem to have the blazing fast Internet now.... So eagerly called my Sister in Scotland from the Vonage phone.

It still is a little choppy, but on every 4th or 6th word, so it's a lot better, still not the way it was previously, but she commented it sounded better.

I did a couple of tests and the "quality of service" is still pretty awful and so are the jitters.... Oh well....

I will just tolerate it for now.....

Oh, I'm in the Bella Vista complex. Try upgrading with Qwest. If you don't want to get into a 2 year contract they have another deal. I think it was $36.99 a month for a year of Internet, then it's re negotiated or something.

I love Vonage as I call my family is Europe a lot, plus have many hour long training conference calls daily for work ( I work from home).

Take care and good luck,

Linda

Posts: 6 · New Forum Member Joined: Aug 16, 2005 Posts: 6

As I suspected, same complex as me.

Posts: 6 · New Forum Member Joined: Aug 16, 2005 Posts: 6

Qwest finally fixed their service as my line quality is 96%. All is well and I don't have to cancel.

Posts: 5 · Posted: Fri Aug 24, 2007 2:37 am Post subject: Yet another UPDATE

Shhhhhh.... don't speak to soon... just kidding.

Today my Vonage line was totally as it used to be as well... clear, crisp and normal. So I would agree, Qwest did something right...

Just hope it lasts.... hurrayyyy.

Linda