Horrible broken, garbled call quality

Posts: 7 · New Forum Member Joined: Jul 07, 2005 Posts: 7

Ok. Been using Vonage since 2003. I am well adapted at how to handle call quality issues. A lot stems upon ISP. I've been using Vonage w/Insight Broadband together for the past 2 years, and have had NOT ONE issue with QOS or call quality. Now Insight has been switched over to Comcast in my area. All of a sudden this morning, HORRIBLE call quality, party on the other end sounds extremely broken & garbled, and that is how I sound to the calling party. I am almost positive it is Comcast issue.

Vonage Speed Test Results:

#1:

Download speed: 6558528 bps
Upload speed: 960048 bps
Quality of service: 69 %
Download test type: socket
Upload test type: socket
Maximum download pause: 69 ms
Average download pause: 6 ms
Minimum round trip time to server: 52 ms
Average round trip time to server: 57 ms

VoIP test statistics
--------------------
Jitter: you --> server: 3.6 ms
Jitter: server --> you: 8.7 ms
Packet loss: you --> server: 0.1 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported VoIP lines: 16
Estimated MOS score: 3.9

#2:

Download speed: 6821504 bps
Upload speed: 957984 bps
Quality of service: 82 %
Download test type: socket
Upload test type: socket
Maximum download pause: 57 ms
Average download pause: 5 ms
Minimum round trip time to server: 46 ms
Average round trip time to server: 49 ms

VoIP test statistics
--------------------
Jitter: you --> server: 4.5 ms
Jitter: server --> you: 8.8 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: 16
Estimated MOS score: 3.9

Test My VOIP Results:

MOS Analysis From You TO Boston
MOS analysis chart
Media Quality
MOS
3.9 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 53.5%
Latency 0.06 5.8%
Packet Discards 0.44 40.7%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 245 ms
Packet Discards 2.9%
Packet Loss 0.0%
Loss Periods
Min: 440 ms
Avg: 440 ms
Max: 440 ms
Burst Loss
Jitter
Min: 0 ms
Avg: 11 ms
Max: 597 ms
Signaling Quality
Post-Dial Delay 78 ms
Call Setup Time 78 ms
Media Delay 625 ms

MOS Analysis FROM Boston To You
MOS analysis chart
Media Quality
MOS
3.9 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 53.5%
Latency 0.06 5.8%
Packet Discards 0.44 40.7%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 245 ms
Packet Discards 2.2%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 80 ms
Max: 200 ms
Burst Loss
Jitter
Min: 4 ms
Avg: 6 ms
Max: 199 ms
Signaling Quality
Post-Pickup Delay 511 ms
Call Setup Time 80 ms
Media Delay 541 ms

Any clues as to whether it's my ISP, and if so, what do I explain to them what is happening?

Please advise...

Thanks in advance for any advice & suggestions... Smile

Posts: 2 · New Forum Member Joined: Nov 10, 2007 Posts: 2

same issues here in va. as far as i know, there hasnt been any changes to my isp.

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

Had the same problem in Cincinnati around 10:50 this AM, things are OK now

The caller eventually went into voice mail, and the message he left was also garbled.

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

I don't see anything terribly bad in Atyoursos' test results. It is a bit disconcerting that the testyourvoip results aren't as good as the forum test results, but I don't see any explanation for horrible voice quality.

Posts: 134 · Vonage Forum Senior Joined: Mar 23, 2005 Posts: 134

When I lived in Houston we were swicthed from TWC to Comcast and I never experienced a problem.

Of course my experience is completely isolated to the node I was on. All one has to do is move into a bad node with the same company and you'll get lousy results. That's why I always have a tough time making a blanket statement about a particular company. For example, when I had first moved into the Houston area I lived in Katy with a friend. His particular node had a problem with packet loss, so my Vonage service was lousy. After calling TWC on his behalf, the tech that came out told me that others in neighborhood were complaining about the same problem. They never did completely fix the issue. But when I moved into Houston, I was still with the same company and on the same system, but obviously on a different node, and my service was excellent, as was my Vonage service.

Personally, I would complain to Comcast, and when the tech shows up to check your lines, show him your results. If he's (or she) smart and into his job he will work to isolate the problem and fix it for you.

Posts: 7 · New Forum Member Joined: Jul 07, 2005 Posts: 7

Thank you everyone for your input.

Prior to me posting, I had in fact searched these forums for recent posts potentially related to my situation.

It seemed that others who were previously Insight BB customers and switched to Comcast were experiencing the same issues.

All of a sudden, later in the date yesterday, call quality was no longer an issue. I had in fact, in addition to my speed tests & posting in this forum, had also email Comcast customer support.

I believe they probably had enough contact from customers, that they resolved the issue(s).

I cannot say enough how much I appreciate everyone's response & support here.

Thanks again!