Losing internet connection with V-Portal

Posts: 15 · Vonage Forum Associate Joined: Feb 11, 2008 Posts: 15

Location: USA
Internet: Charter Cable 5/512
Modem: D-Link DCM-202
Phone Adapter: V-Portal
Setup: Modem>V-Portal>PC

I am losing internet connection about 6 times daily. I then have to reboot either the V-Portal, cable modem,PC or a combination of them. Phone always works and cable modem lights say it's ok. Seems to be a network/router problem. I called tech support and after 40 minutes finally talked to someone. They did some tests and said there was some packet loss. They uploaded something to the adapter and had me reboot. Said call back in 24 hours if problem continues. It worked for the the first 2 hours and then connection lost again. I will call them again tomorrow but would like any suggestions I can get before I have to listen to 40 minutes of their music/chatter again. Thanks

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

Please post the technical details listed in the sticky message at the top of the forum. In particular, give us the detailed results of a VoIP speed test. You'll find it on the forum speed dial drop down menu.

Posts: 15 · Vonage Forum Associate Joined: Feb 11, 2008 Posts: 15

Speed test statistics
---------------------
Download speed: 4589264 bps
Upload speed: 478456 bps
Quality of service: 82 %
Download test type: socket
Upload test type: socket
Maximum download pause: 109 ms
Average download pause: 6 ms
Minimum round trip time to server: 54 ms
Average round trip time to server: 56 ms

VoIP test statistics
--------------------
Jitter: you --> server: 2.0 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: 8
Estimated MOS score: 3.5

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

Sorry for the delay. I've been off line. Your test shows 100% packet loss from the server to you. Try removing the V-portal and repeating the test. If you still have high packet loss, then you have an issue to work with your internet service provider.

Posts: 15 · Vonage Forum Associate Joined: Feb 11, 2008 Posts: 15

Direct cable modem connection:

Speed test statistics
---------------------
Download speed: 4815392 bps
Upload speed: 490176 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 25 ms
Average download pause: 6 ms
Minimum round trip time to server: 50 ms
Average round trip time to server: 53 ms

VoIP test statistics
--------------------
Jitter: you --> server: 2.2 ms
Jitter: server --> you: 8.3 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 have called Charter internet tech support. They ran tests and said modem/line connection are fine and that the problem is after the modem.

I have contacted Vonage support 3 times about this problem and each time was basically the same thing. They changed settings on the computer and adapter: IP addresses, subnet, default gateway, DNS servers, enabled DMZ, restored factory defaults. As soon as I get an internet connection they think they've fixed it and end the call. An hour or so later I am rebooting the adapter trying to get internet back. I also get an error code 004 on the Vonage adapter occasionally with the internet disconnect.

I will try another call to Vonage later today and see if I can get level 2 support.

Posts: 41 · Full Forum Member Joined: May 22, 2007 Posts: 41

Maybe somehow your Router is dropping out of Sync with the upstream V-Portal. Try changing the lease time on the V-portal to something real short like 30 minutes and see what happens

Posts: 810 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 810

You are either losing your IP address or the DNS server/address has a problem.

Next time you lose internet, got start/run and then type cmd.

This will bring up the DOS prompt

Type ping 216.109.112.135

See if there is a response.

If so, type

ping yahoo.com

If thre is no response (timed out) then the problem is probably with the DNS server, or the address of the DNS server you are trying to connect with.

Lastly, type ipconfig /all which will give you a status of your connections, something like this:

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Intel(R) Wireless WiFi Link 4965AGN
Physical Address. . . . . . . . . : 00-13-E8-2C-2B-85
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::ac34:8cc9:24d6:f304%9(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.55.44(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Thursday, February 14, 2008 8:22:47 AM
Lease Expires . . . . . . . . . . : Saturday, February 16, 2008 8:22:47 AM
Default Gateway . . . . . . . . . : 192.168.55.1
DHCP Server . . . . . . . . . . . : 192.168.55.1
DHCPv6 IAID . . . . . . . . . . . : 234886120
DNS Servers . . . . . . . . . . . : 192.168.15.1
208.67.222.222
208.67.220.220

Of interest is your IP address, Default Gateway, the DHCP Server and the DNS server addresses.

Posts: 11 · Vonage Forum Associate Joined: Feb 13, 2008 Posts: 11

Hi,

That could be similar with the IP loss issue I have with the V-Portal.

When you lose internet access, please connect to 192.168.15.1 (the default V-Portal page). Once your credentials entered (password "router" if you haven't changed it), click on the "Status" button at the upper right-hand corner of the main screen.

There, you'll have all the important connection parameters. Inspect the "gateway" address and the "lease time". Do you have "normal / expected" values in these fields?
If you can, you could post the results here.

Posts: 810 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 810

The combination of the last two posts will tell us where the loss is occuring at . . .the PC or the V-Portal

Posts: 15 · Vonage Forum Associate Joined: Feb 11, 2008 Posts: 15

The CyberK:

Here are the results from the vonage status page....No internet and internet connected after a reboot a short time later.

ed56:

I will try your recommendations on the next disconnect and post results.

No Internet:
Status

Hardware Version: 1111
Software Version: 2.7.5-0.1.1
Internet Status: Connected
Ethernet Status: Connected
Current Time: Thu Feb 14 16:59:23 2008
Phone 1:Enabled
Phone 2:Disabled
Configuration Server:Device negotiated with the configuration server successfully.
Parental Control:Disabled

Internet Connection Status

IP Address:24.180.xxx.xx
MAC Address:00:1d:d9:2e:51:05
Subnet Mask:255.255.255.0
Default Gateway:---.---.---.---
Duration:D: 25179 H: 07 M: 49 S: 12
Expires:--- --- -- --:--:-- ----
DNS Servers24.247.15.53
24.247.24.53

DHCP Clients
MAC Address IP Address Duration Expires
00044b034bac 192.168.15.2 D:07 H:00 M:00 S:00 Thu Jan 08 00:00:24 1970

________________________________________________________________________
Internet Connection
Status

Hardware Version: 1111
Software Version: 2.7.5-0.1.1
Internet Status: Connected
Ethernet Status: Connected
Current Time: Thu Feb 14 17:17:23 2008
Phone 1:Enabled
Phone 2:Disabled
Configuration Server:Device negotiated with the configuration server successfully.
Parental Control:Disabled

Internet Connection Status

IP Address:24.180.xxx.xx
MAC Address:00:1d:d9:2e:51:05
Subnet Mask:255.255.255.0
Default Gateway:24.180.xxx.x
Duration:D: 00 H: 00 M: 58 S: 56
Expires:Thu Feb 14 18:04:40 2008
DNS Servers24.247.15.53
24.247.24.53

DHCP Clients
MAC Address IP Address Duration Expires
00044b034bac 192.168.15.2 D:07 H:00 M:00 S:00 Thu Jan 08 00:00:14 1970