That is nonsense to suggest to a customer that they need a new router when their service was perfectly fine the day before and they aren't having any other Internet issues.
The problem is something on Vonage's end as so far two people in the same general area are having the exact same problem with 2 different ISPs.
Yup. And make that three people in the same general area (SoCal) with Three different ISP's.
The same issue has been happening all day here. I am with Charter communications, on a 5/512k connection. I live about 90 miles northeast of Los Angeles, CA.
Our internet connection is fantastic. Great signal levels, speeds as advertised, and low latency.
I am certain there is something going on with Vonage and that it is not an issue with my current hardware/ISP configuration.
*edit*...before xcrunxc bites my head off as well, here's my Voip simulation results: Speed test statistics --------------------- Download speed: 4893776 bps Upload speed: 491784 bps Quality of service: 99 % Download test type: socket Upload test type: socket Maximum download pause: 13 ms Average download pause: 6 ms Minimum round trip time to server: 78 ms Average round trip time to server: 81 ms
Voip test statistics -------------------- Jitter: you --> server: 2.1 ms Jitter: server --> you: 8.2 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: 8 Estimated MOS score: 3.9
Matt, I never bit anyones head off, I just pointed out that without all of the information in the sticky there really isn't anything that can be concluded due to a lack of data. You can liken it to walking to your mechanic and telling him that your car is making a funny noise, and expecting him to be able to diagnose and fix it without ever seeing the car.
As for the issue at hand, it appears from this thread that is is happening in the CA area only. Are you all in the same area code and/or exchange? If it was a problem with their proxy servers in CA it would be effecting ~50% of their customers, and at this time that seems to not be the case. It could be a few things things I can think of just off the top of my head. First, if it is isolated to a certain area code/exchange it could be a problem with the inbound route for that particular area, possible even an issue with the CLEC who owns those numbers. Does the same thing happen when you get a call from outside your local area or from a different carrier?
Second, it could be an internet connectivity issue between you and Vonage's server. This could happen even if you are all on different ISPs and your connection to other sites is perfect. The reason this could be is that local ISPs peer with bigger ISPs. Basically, they need and ISP too, and there are a few big ones that most local ISPs share, expecially if they are all in the same area. They could be having a problem transmitting traffic from Vonage's server to you due to a routing loop, or any other number of things.
Finally, it could simply be something wrong with Vonage's servers. You all might just be pointed to the same cluster of servers and something could be screwy with them that Vonage needs to fix.
Not knowing what server you are on there is not too much more troubleshooting you can do. If it is any of the things that I listed above, it will require Vonage to resolve the issue.
Last edited by xcrunxc on Sun Aug 19, 2007 10:27 pm; edited 1 time in total
Well you can call India and have someone with a 3 year olds grasp of the English language have you jump through hoops.
Sadly Vonage's inept management style will be their downfall. I honestly wouldn't expect to see this company around 24 months from now.
Any of Vonage's cheerleaders that disagree with that conclusion, please bookmark this post and look at it Aug 19, 2009 if this forum still exists then.
Blaming customers for techinical issues that clearly don't originate with their equipment is outrageous. It only delays fixing the actual problem.
Finally, it could simply be something wrong with Vonage's servers. You all might just be pointed to the same cluster of servers and something could be screwy with them that Vonage needs to fix.
That is in fact most likely what is going on around here. If Vonage had at least minimal customer service standards I would try making the effort to take time out of my day to get them to correct it.
I have had nothing but grief from the idiots they call CSRs and refuse to waste another minute of my life interacting with them. I'd rather talk to a tree.
Also in SoCal, smack dab in the middle of LA. Every incoming call I get since friday I can't hear the caller, at this point it's a given, happens 100% of the time. I have a 5500/485 connection through Time Warner Cable, everything was working fine until friday but after rebooting devices, changing quality settings, buying an whole new phone ($60) it looks like this is definitely a Vonage issue.
Is there any other recourse other than sitting on hold for a hour when contacting them? Is it even worth it to contact them at all about this issue, or will they just have me re-do all the troubleshooting I've already done? I'm still in the free first month of my account so I'm good to cancel if this is the kind of quality of service that is to be expected on a regular basis.
Last edited by tripjack on Sun Aug 19, 2007 11:38 pm; edited 1 time in total
I have to agree with the last two posters. As far as the area code/exchange goes, no, we are not all in the same one. I am in 858 and for sure Mat is not in the same one.
For me it happens only with calls made from a non Vonage line, regardless of the area.
My Voip speet test results are below. I'm in 310 area code FWIW.
Speed test statistics --------------------- Download speed: 4514368 bps Upload speed: 485136 bps Quality of service: 90 % Download test type: socket Upload test type: socket Maximum download pause: 54 ms Average download pause: 2 ms Minimum round trip time to server: 111 ms Average round trip time to server: 116 ms
Voip test statistics -------------------- Jitter: you --> server: 6.2 ms Jitter: server --> you: 9.3 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: 8 Estimated MOS score: 3.9
I should also note that i'm in the 760 area code (High Desert, not San Diego). Additionally, my problem has not been 100% of the time. I'd say maybe it's a 75% incident rate on incoming calls.
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