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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage Forum Archive
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Danosaurus
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Joined: Dec 18, 2007
Posts: 5

PostPosted: Mon Feb 25, 2008 7:32 pm    Post subject: I can hear caller but they can't hear me Reply with quote Back to top

I hope someone can help me...at this point my Vonage is practically unusable. About half the time I can hear the person on the other end just fine, but they can't hear me. One person said they could hear about every third word. This is particularly frustrating when I've been on hold for several minutes waiting to talk to someone only to get hung up on because they can't hear me! I have called Vonage and they couldn't help, and I have also called my ISP. They sent a technician to my apartment and he checked the signal levels which were good. He suggested replacing the modem, which didn't help at all. I have also run the test with the router out of the system with the same results. Here's my tech info:

I am located in West Los Angeles
My ISP is Time Warner Roadrunner
6mb down/512k up
New modem is an Ambit U10CO18
Vonage adapter is PAP2 ver 2
Modem ----> Belkin F5D7230-4 Router ----> Pap 2

Speed test statistics
---------------------
Download speed: 465704 bps
Upload speed: 373560 bps
Quality of service: 50 %
Download test type: socket
Upload test type: socket
Maximum download pause: 344 ms
Average download pause: 35 ms
Minimum round trip time to server: 106 ms
Average round trip time to server: 140 ms

Voip test statistics
--------------------
Jitter: you --> server: 52.1 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: 6
Estimated MOS score: 3.5
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Feb 25, 2008 7:44 pm    Post subject: Reply with quote Back to top

Your jitter seems pretty high. Also, we're having some problems with the forum test that causes your packet loss to be 100%, server to you. Please go to www.testyourvoip.com and run a test call to Boston. Post the detailed results. Then remove the Belkin router. Plug your computer directly into the modem and repeat the test. Post those results as well.

_________________
Steve Gray
Orlando, FL
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Danosaurus
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Joined: Dec 18, 2007
Posts: 5

PostPosted: Mon Feb 25, 2008 8:09 pm    Post subject: Reply with quote Back to top

Here are my results with router:

From me to Boston:

Media Quality MOS 1.6 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 16.8%
Latency 1.51 44.2%
Packet Discards 1.33 39.0%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 808 ms
Packet Discards 6.1%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 180 ms
Max: 300 ms
Burst Loss

Jitter Min: 0 ms
Avg: 32 ms
Max: 823 ms

Signaling Quality Post-Dial Delay 218 ms
Call Setup Time 223 ms
Media Delay 680 ms

From Boston to Me:

Media Quality MOS 3.1 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 29.8%
Latency 1.35 70.2%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 808 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss

Jitter Min: 0 ms
Avg: 3 ms
Max: 15 ms

Signaling Quality Post-Pickup Delay 436 ms
Call Setup Time 410 ms
Media Delay 467 ms

And without the router (BIG difference):

From me to Boston:

Media Quality MOS 4.2 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 73.9%
Latency 0.20 26.1%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 441 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss

Jitter Min: 0 ms
Avg: 30 ms
Max: 487 ms

Signaling Quality Post-Dial Delay 214 ms
Call Setup Time 222 ms
Media Delay 919 ms

From Boston to me:

Media Quality MOS 4.2 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 73.9%
Latency 0.20 26.1%
Packet Discards 0.00 0.0%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 441 ms
Packet Discards 0.0%
Packet Loss 0.0%
Loss Periods Min: 0 ms
Avg: 0 ms
Max: 0 ms
No Loss

Jitter Min: 0 ms
Avg: 1 ms
Max: 18 ms

Signaling Quality Post-Pickup Delay 678 ms
Call Setup Time 210 ms
Media Delay 710 ms

Looks like I've found the problem? Bad router? Any recommendations on a router that works well with Vonage?
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Danosaurus
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Joined: Dec 18, 2007
Posts: 5

PostPosted: Mon Feb 25, 2008 8:16 pm    Post subject: Reply with quote Back to top

Maybe didn't find the problem. While the router was out of the system, I also ran the test at VOIPReview.com and got this:

Speed test statistics
---------------------
Download speed: 1406808 bps
Upload speed: 316800 bps
Quality of service: 10 %
Download test type: socket
Upload test type: socket
Maximum download pause: 655 ms
Average download pause: 8 ms
Minimum round trip time to server: 180 ms
Average round trip time to server: 269 ms

Voip test statistics
--------------------
Jitter: you --> server: 97.0 ms
Jitter: server --> you: off
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: off
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 5
Estimated MOS score: 3.6

ARRRRGH!
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ed56
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jun 08, 2007
Posts: 832

PostPosted: Mon Feb 25, 2008 8:25 pm    Post subject: Reply with quote Back to top

The latency or pause . . depending on what the test calls it, is most probably your problem.

This is usually due to network congestion.

Could be local to your neighborhood, in the Road Runner network, or their provider like Level 3.

_________________
Time Warner Road Runner / Motorola SB5101 Cable Modem / Lniksys E2000 / Vonage VDV21
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Danosaurus
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New Forum Member


Joined: Dec 18, 2007
Posts: 5

PostPosted: Mon Feb 25, 2008 8:28 pm    Post subject: Reply with quote Back to top

More results with router IN system:

MOS Analysis From You TO Boston

Media Quality MOS 3.3 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 34.3%
Latency 0.53 31.7%
Packet Discards 0.57 33.9%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 515 ms
Packet Discards 2.6%
Packet Loss 0.0%
Loss Periods Min: 40 ms
Avg: 120 ms
Max: 200 ms
Burst Loss

Jitter Min: 1 ms
Avg: 33 ms
Max: 794 ms

Signaling Quality Post-Dial Delay 172 ms
Call Setup Time 179 ms
Media Delay 770 ms


MOS Analysis FROM Boston To You

Media Quality MOS 4.0 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 55.7%
Latency 0.43 41.3%
Packet Discards 0.00 0.0%
Packet Loss 0.03 2.9%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 515 ms
Packet Discards 0.0%
Packet Loss 0.1%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 0 ms
Avg: 1 ms
Max: 18 ms

Signaling Quality Post-Pickup Delay 571 ms
Call Setup Time 580 ms
Media Delay 602 ms
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Steve48
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: Aug 30, 2005
Posts: 4777

PostPosted: Mon Feb 25, 2008 9:48 pm    Post subject: Reply with quote Back to top

Your first set of tests at testyourvoip certainly suggest a router problem, but your follow up tests suggest that it was a coincidence. I agree with Ed56. This appears to be a problem with your ISP, and I'm afraid you'll have to get help from them. Note that your download speeds according to both the forum test and the VoIPReview test are a far cry from what they should be. Maybe you can approach them on that basis and get help.

_________________
Steve Gray
Orlando, FL
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ok
Full Forum Member
Full Forum Member


Joined: Jun 13, 2007
Posts: 47

PostPosted: Mon Feb 25, 2008 10:03 pm    Post subject: Reply with quote Back to top

In all your speed-test, you have high jitter in out-bound direction.
The inbound direction the numbers are ok.

With such high value for avg jitter, it's likely that no would be able to hear you.

There are couple of things you can try:
1. Connect your PC directly to CableModem and run speed test
( may be a different time of day) and if the tests are still bad, then router is not your problem.

2. If the above test results are good then connect PAP2 directly to cablemodem and check call-quality (testing only). If thsi fine then you need to either get a Vonage-TA with router or buy one which works well.

3. If the test results are bad then contact your ISP and get it addressed or find another ISP that works.
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Danosaurus
New Forum Member
New Forum Member


Joined: Dec 18, 2007
Posts: 5

PostPosted: Tue Feb 26, 2008 3:07 am    Post subject: Reply with quote Back to top

I have suspected it was an ISP problem, but wouldn't there be jitter both ways then? And if it is my ISP, how can I get them to fix it? The best they would do is send a tech out to check the signal levels, which were fine. When I told them I was having trouble using my Vonage service they said "we don't offer support for Vonage you have to call them" and when I tried to explain that the problem was with their line they seem to think as long as the levels are good there's no problem. How can I deal with them?
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kdf55
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jun 30, 2007
Posts: 373
Location: Highland, IL

PostPosted: Tue Feb 26, 2008 8:39 am    Post subject: Reply with quote Back to top

Check you cable modem log. When I was having those type problems, my cable modem was showing errors quite frequently. The tech said my levels were fine, too. Those modem errors tell that it is an ISP problem and nothing else. I would have as many as 50 errors a day. It took Charter almost 3 months to find the problem, (a bad node in the line), but since it has been fixed, it is smooth sailing all the way.
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