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Toot4fun
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Joined: Aug 02, 2005
Posts: 11

PostPosted: Tue Sep 04, 2007 6:54 pm    Post subject: Delay Getting Dial Tone/Hearing Incoming Caller Reply with quote Back to top

I've been having issues with my Vonage quality lately. Particularly, when I pick up my phone to make a call, it takes a few seconds until I hear a dial tone. Also, when I answer an incoming call, if I say "Hello" right away, the caller does not hear me. I have to wait 2-3 seconds after answering the phone before the caller can hear me.

As I have it now, I'm using the wiring in my apartment where I have one cordless phone and one corded phone. I have tried connecting each of the phones directly in to my Vonage router with the same results.

Any suggestions? Thanks!!

1.) Guilderland, NY
2.) Time Warner Cable
3.) 9.7Mbps down;976kbps up
4.) Toshiba PCX2500
5.) WRTP54G v1.00.62
6.) Modem--> WRTP54G --> PC
7.) See above
8.)
Speed test statistics
---------------------
Download speed: 9782360 bps
Upload speed: 976384 bps
Quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum download pause: 88 ms
Average download pause: 4 ms
Minimum round trip time to server: 25 ms
Average round trip time to server: 68 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.0 ms
Jitter: server --> you: 8.7 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 30.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 16
Estimated MOS score: 3.3
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Steve48
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Joined: Aug 30, 2005
Posts: 4777

PostPosted: Tue Sep 04, 2007 7:53 pm    Post subject: Reply with quote Back to top

Packet loss, server to you, tells the story. It's awful.

First run the test again and see if this repeats. If it does, remove the Vonage box and plug your computer directly into the modem. See how the test comes out then.

_________________
Steve Gray
Orlando, FL
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Toot4fun
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Vonage Forum Associate


Joined: Aug 02, 2005
Posts: 11

PostPosted: Tue Sep 04, 2007 8:25 pm    Post subject: Reply with quote Back to top

I ran the test two more times with the router still connected. The first time, the scores were very similar to my original scores. The second time, my packet loss was 0.2%, but my QoS was down to 78%. What are acceptable packet loss and QoS numbers?

When I ran the test with the modem connected directly to my PC, the packet loss was just as bad as the first test:

Speed test statistics
---------------------
Download speed: 9820656 bps
Upload speed: 976656 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 47 ms
Average download pause: 3 ms
Minimum round trip time to server: 25 ms
Average round trip time to server: 73 ms

Voip test statistics
--------------------
Jitter: you --> server: 2.7 ms
Jitter: server --> you: 8.6 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 26.9 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 16
Estimated MOS score: 3.3

What can I do about this?
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Darrell_G
Vonage Forum Evangelist
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Joined: Nov 05, 2005
Posts: 881

PostPosted: Tue Sep 04, 2007 9:03 pm    Post subject: Reply with quote Back to top

As Steve pointed out to you, packetloss is whats causing the delay. It's very misleading and would seem contradictory that you could have a QoS of 99% with the packetloss you're experiencing. How long have you had that cable modem? That could be the problem and simply replacing it with a newer model may correct the issue you're having. I would contact your ISP to inform them of the packetloss you're experiencing...This is not an issue that Vonage can correct for you.

Packetloss is described as folllowing, "Packet loss plays a key role in the quality of Voip connections, as high packet loss causes some of the voice data not to arrive to the recipient. Packet loss occurs when voice packets are discarded by the jitter buffer, or dropped by network routers/switches due to high congestion."

See the link below for an explanation of QoS.

http://www.myspeed.com/whitepapers/qos.html
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Toot4fun
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Joined: Aug 02, 2005
Posts: 11

PostPosted: Wed Sep 05, 2007 9:20 am    Post subject: Reply with quote Back to top

Thank you for the information. I just called Time Warner to try to explain the issue. The tech that I talked to said that my signal strength was excellent and she wasn't seeing any timeouts/drops when pinging my modem. I was not at all satisfied with this explanation and tried to explain further, but she fell back on the "I can only troubleshoot issues with your PC" line. I'm going to try to get my router on a DSL or business cable line, but in the meantime, is there anything else that I can say to TWC to make my point?

Thanks!
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Darrell_G
Vonage Forum Evangelist
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Joined: Nov 05, 2005
Posts: 881

PostPosted: Wed Sep 05, 2007 2:07 pm    Post subject: Reply with quote Back to top

Ask to speak with someone in advanced tech support and explain to them the packetloss you're experiencing. If you mention to them you're using Vonage, they may dismiss this altogether as a Vonage issue, so avoid mentioning the "V" word. You might want to say something like the packetloss or latency is affecting your online gaming...Which in actuality it would.

I see that you live in an apartment complex. Visit one of your neighbors that has cable internet and run the Voip speed test to see if you get similar results in packetloss from his location. Another good test location is http://testyourvoip.com using Boston as a test destination. Normally when you have issues like this, it will take more than just one individual complaining about it before they will act to correct the issue.

Here's something you can do to test the latency of your network: Run a tracert. "Tracert (short for traceroute) is a utility that records the route through the Internet between your computer and a specified destination computer. It also calculates and displays the amount of time each hop took. Traceroute is a handy tool both for understanding where problems are in the Internet network and for getting a detailed sense of the Internet itself. Often network glitches of result in you not to be able to view your website, even while the server is up and running. This is because maybe a connectivity gateway, a networkpoint that acts as an entrance to another network, is down. These issues are considered to be resolved by themelves, but it's always a good idea to contact your ISP regarding the issue."

The tracert command can be executed as follows: On your Windows PC Go to Start/Run and type in "cmd" without the quotes. In the command prompt field type in "tracert 24.93.1.119 " without the quotes then hit enter. What this will do is trace a route to the DNS server which is located in Rochester, NY. Copy and paste the results here. If you do speak with someone in advanced tech support, they should be familiar with a tracert. See if they can also run a tracert from your connection so they can observe the packetloss and latency you're experiencing.
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Toot4fun
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Joined: Aug 02, 2005
Posts: 11

PostPosted: Wed Sep 05, 2007 4:00 pm    Post subject: Reply with quote Back to top

Thank you for the information. I'll try calling again to complain about my online gaming experience. Smile

As for the other steps, here are the results:

**************************************
MOS Analysis From You TO Boston
MOS analysis chart
Media Quality
MOS
4.3 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 79.5%
Latency 0.00 0.0%
Packet Discards 0.15 20.5%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 155 ms
Packet Discards 0.9%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 60 ms
Max: 120 ms
Burst Loss
Jitter
Min: 0 ms
Avg: 7 ms
Max: 281 ms
Signaling Quality
Post-Dial Delay 63 ms
Call Setup Time 63 ms
Media Delay 156 ms

MOS Analysis FROM Boston To You
MOS analysis chart
Media Quality
MOS
4.2 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.58 73.9%
Latency 0.00 0.0%
Packet Discards 0.20 26.1%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 155 ms
Packet Discards 1.4%
Packet Loss 0.0%
Loss Periods
Min: 220 ms
Avg: 220 ms
Max: 220 ms
Burst Loss
Jitter
Min: 4 ms
Avg: 7 ms
Max: 261 ms
Signaling Quality
Post-Pickup Delay 78 ms
Call Setup Time 77 ms
Media Delay 112 ms

**************************************
Tracing route to rochny-dns-cac-02-dmfe0.nyroc.rr.com [24.93.1.119] over a maximum of 30 hops:

1 1 ms <1 ms <1 ms [My Router]
2 9 ms 10 ms 9 ms cable1-0.albynywav-ar401.nyroc.rr.com [69.205.32.1]
3 10 ms 8 ms 9 ms gig1-0-5.albynywav-rtr01.nyroc.rr.com [24.29.36.193]
4 18 ms 17 ms 15 ms so-4-1-0.syrcnycsr-rtr03.nyroc.rr.com [24.92.224.181]
5 20 ms 18 ms 19 ms pos0-0.rochnymth-rtr01.nyroc.rr.com [24.92.224.174]
6 17 ms 21 ms 20 ms srp7-1.rochnymth-rtr03.nyroc.rr.com [24.93.4.251]
7 18 ms 30 ms 30 ms rochny-dns-cac-02-dmfe0.nyroc.rr.com [24.93.1.119]

Trace complete.
**************************************
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Darrell_G
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Nov 05, 2005
Posts: 881

PostPosted: Wed Sep 05, 2007 4:24 pm    Post subject: Reply with quote Back to top

All of your test results including the tracert are very good. It shows very little latency and minimal packetloss. These results vary widely from your original results you posted from the Voip Speed test from this site. Did you leave all of your networking equipment connected when you ran these tests? Try running the Voip speed test again from this site to see if they are similar to the testyourvoip.com site you ran today.
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Toot4fun
Vonage Forum Associate
Vonage Forum Associate


Joined: Aug 02, 2005
Posts: 11

PostPosted: Wed Sep 05, 2007 4:39 pm    Post subject: Reply with quote Back to top

I ran the test again and had 0% packet loss. I ran it again and got the following:


Speed test statistics
---------------------
Download speed: 7888184 bps
Upload speed: 970144 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 68 ms
Average download pause: 6 ms
Minimum round trip time to server: 49 ms
Average round trip time to server: 65 ms

Voip test statistics
--------------------
Jitter: you --> server: 4.7 ms
Jitter: server --> you: 15.1 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 30.6 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 16
Estimated MOS score: 3.2


How can the results fluctuate so drastically?
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Toot4fun
Vonage Forum Associate
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Joined: Aug 02, 2005
Posts: 11

PostPosted: Wed Sep 05, 2007 4:49 pm    Post subject: Reply with quote Back to top

Also, in addition to my phone call to TWC, I emailed them as well. Here is their response:

I was looking into your modem and have spent the last 15 minutes pinging your modem from the office. I pinged and sent 248 packets and received 248 packets in return with 0% loss.
If you are seeing a drop in packets please call the office at 1-866-321-2225 and a technician can help troubleshoot this and if needed schedule an appointment for a technician to visit your home to see if there are problems with the cable signal causing this drop to take place.

Does a simple ping provide them with enough information to dismiss my issue or is more work needed?
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