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
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.
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)
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)
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)
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?
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
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)
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
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.
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.
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?
kdf55 Vonage Forum Evangelist
Joined: Jun 30, 2007 Posts: 352
Location: Highland, IL
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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