Issues with service in Spain

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

Is there cable internet access there? "Tracert" is another command prompt test that is very useful in determining issues with your ISP's connection.

You might want to ask them directly if there service supports Voip and explain to them the issue you're having with their service.

Posts: 433 · Posted: Wed Sep 26, 2007 3:24 pm Post subject:

I moved into a place that already had an internet connection and had all sorts of problems using Vonage. Many of them the same as yours. That was the reason I joined this forum when I did. To try to find some answers. I was sort of lucky in that I didn't really have to tell them anything. I discovered after a couple weeks what our bandwidth was supposed to be and what we were receiving was not even close. So that was the excuse I was able to use. I'm not really sure what they fixed. I do know that when our bandwidth was where is was supposed to be, all of the other problems improved as well. No more packet loss or long RTT to the server or bad QOS. I would give Darrell G's idea a try. Call them and just ask if Voip is supported.

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

Take a look at the link below and pay particular attention to the bullet points listed under "Tips for Resolving". Try the suggestion of turning off your routers firewall. If you don't want to turn off the firewall, try the port forwarding suggestion.

http://www.vonage.com/help.php?article=942

Posts: 18 · Posted: Thu Sep 27, 2007 2:44 am Post subject:

Many thanks for your guidance and support so far... I have learnt more in the last 24 hours talking to you guys than in the last 3 months talking to Vonage tech support.
I have disabled the firewall on my router temporarily and will see how I get on today with calls.
I will also put a call into my ISP today to discuss the bandwidth that we are actually receiving instead of what we are paying them for.

I will report back

Cheers

Posts: 18 · Posted: Thu Sep 27, 2007 2:53 am Post subject:

Forgot to mention.... I've had a ping -t running for around an hour to an external web server and it shows no packet loss. So is it fair to assume that it was either the router firewall or my local firewall that indicated that there was 100% packet loss?

Posts: 18 · Posted: Thu Sep 27, 2007 5:24 am Post subject:

Awaiting reply from Telefonica... they are running tests on the line.

However, I have also disabled the firewall on the router.. and have carried out some more tests this morning from my wireless laptop...

1st test (with firewall disabled):
The results look alot better... download speed is very poor but awaiting telefonica on that one.
However, QOS is 86%... double yesterdays results!.
Packet loss still shows as 100% still but this must be my local firewall blocking this.

Speed test statistics
---------------------
Download speed: 767864 bps
Upload speed: 262208 bps
Quality of service: 86 %
Download test type: socket
Upload test type: socket
Maximum download pause: 231 ms
Average download pause: 16 ms
Minimum round trip time to server: 170 ms
Average round trip time to server: 173 ms

Voip test statistics
--------------------
Jitter: you --> server: 67.4 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.4 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 4
Estimated MOS score: 3.4

2nd Test (with firewall disabled):

Again, download speeds awful, but QOS 91%!
Speed test statistics
---------------------
Download speed: 777232 bps
Upload speed: 262720 bps
Quality of service: 91 %
Download test type: socket
Upload test type: socket
Maximum download pause: 141 ms
Average download pause: 15 ms
Minimum round trip time to server: 170 ms
Average round trip time to server: 172 ms

Voip test statistics
--------------------
Jitter: you --> server: 9.1 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 4
Estimated MOS score: 3.5

3rd Test (with firewall ENABLED)

Speed test statistics
---------------------
Download speed: 732416 bps
Upload speed: 146688 bps
Quality of service: 51 %
Download test type: socket
Upload test type: socket
Maximum download pause: 555 ms
Average download pause: 17 ms
Minimum round trip time to server: 163 ms
Average round trip time to server: 178 ms

Voip test statistics
--------------------
Jitter: you --> server: 50.0 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 2
Estimated MOS score: 3.5

4th Test (with firewall ENABLED)
Speed test statistics
---------------------
Download speed: 779072 bps
Upload speed: 263112 bps
Quality of service: 83 %
Download test type: socket
Upload test type: socket
Maximum download pause: 278 ms
Average download pause: 16 ms
Minimum round trip time to server: 162 ms
Average round trip time to server: 163 ms

Voip test statistics
--------------------
Jitter: you --> server: 1.2 ms
Jitter: server --> you: 4.8 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: 4
Estimated MOS score: 4.0

5th Test (this time with firewall ENABLED)

After the results in the 3rd test , I was kind of hoping that this and the 4th test would be worse to prove it was the firewall (coupled with the bandwidth problems), but alas, the QOS is still quite high...

Speed test statistics
---------------------
Download speed: 801536 bps
Upload speed: 259120 bps
Quality of service: 91 %
Download test type: socket
Upload test type: socket
Maximum download pause: 182 ms
Average download pause: 15 ms
Minimum round trip time to server: 166 ms
Average round trip time to server: 167 ms

Voip test statistics
--------------------
Jitter: you --> server: 1.2 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 4
Estimated MOS score: 3.5

So, still no further forward... I dont think... ?
Firewall on/or doesnt seem to make much difference.

Posts: 433 · Posted: Thu Sep 27, 2007 4:51 pm Post subject:

timmymills wrote:

However, I have also disabled the firewall on the router.. and have carried out some more tests this morning from my wireless laptop...

Ideally, you should run the tests hardwired into your router with an ethernet cable. If you are running the tests over a wireless connection, you may not be getting accurate results. Just an idea. I hope your ISP is willing to make some improvements for you.

Posts: 18 · Posted: Fri Sep 28, 2007 4:28 am Post subject:

quick update... I have another Vonage line in a separate property on the other side of the City. I use the same ISP, but only have a 3Mb connection there.
I've ran a test from there today and got positive results, green lights all the way (see below).
There's still a glayingly obvious problem with the upload/download speeds, but it indicates that the ISP can provide the infrastructure to run Voip, so it's possibly down to the location, the line or something else between the ISP and the other property!

I await a response from the ISP!