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
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.
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
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.
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.
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
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.
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