Make calls BUT unable to recieve

Posts: 8 · New Forum Member Joined: Mar 05, 2008 Posts: 8

As we speak I can make a call but cannot recieve a call. Any ideas what is up with that?

Speed test statistics
---------------------
Download speed: 13918216 bps
Upload speed: 2683056 bps
Quality of service: 22 %
Download test type: socket
Upload test type: socket
Maximum download pause: 11 ms
Average download pause: 1 ms
Minimum round trip time to server: 26 ms
Average round trip time to server: 46 ms

Voip test statistics
--------------------
Jitter: you --> server: 1.8 ms
Jitter: server --> you: 8.1 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: 45
Estimated MOS score: 4.0

Posts: 50 · Full Forum Member Joined: Jan 13, 2008 Posts: 50

Based on those results you should be good, with the exception of your QOS that is horrible. Try running the speed test from this site listed below and post your results. That QOS if all is well with that speed should by high 80% at least. I have a hunch whatever is causing the low QOS maybe causing your issue. Also look at the sticky notes and it will help explain what else you need to post for us to help.

http://www.testmyvoip.com/

Alan

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

The inability to receive calls is an issue that you are going to have to get resolved by contacting tech support. Although his QoS score is low, that would NOT be the cause of his current issue. The QoS score of the Voip test measures the consistency of his download speed. If his download speed stays consistent through out the download speed portion of the test, his QoS score will be relatively high. On the other hand, if he speed varies from say to 10 Mbps to 6 Mbps, his score will be relatively low.

Posts: 50 · Full Forum Member Joined: Jan 13, 2008 Posts: 50

Darrell_G wrote:

The inability to receive calls is an issue that you are going to have to get resolved by contacting tech support. Although his QoS score is low, that would NOT be the cause of his current issue. The QoS score of the Voip test measures the consistency of his download speed. If his download speed stays consistent through out the download speed portion of the test, his QoS score will be relatively high. On the other hand, if he speed varies from say to 10 Mbps to 6 Mbps, his score will be relatively low.

Darrell thank you I always wondered exactly how the QOS was generated. Smile

Posts: 881 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 881

clark9825 wrote:

Darrell_G wrote:

The inability to receive calls is an issue that you are going to have to get resolved by contacting tech support. Although his QoS score is low, that would NOT be the cause of his current issue. The QoS score of the Voip test measures the consistency of his download speed. If his download speed stays consistent through out the download speed portion of the test, his QoS score will be relatively high. On the other hand, if he speed varies from say to 10 Mbps to 6 Mbps, his score will be relatively low.

Darrell thank you I always wondered exactly how the QOS was generated. Smile

You're welcome. The QoS score can be very misleading. QoS is derived by minimum download speed divided by the maximum download speed. See the link for a further explanation on QoS. http://www.myspeed.com/whitepapers/qos.html

Posts: 3 · New Forum Member Joined: Mar 27, 2008 Posts: 3

herman106, did you get your problem resolved? I also have the same problem that just started yesterday. I spent an hour or so on the phone with tech support yesterday. Unfortunately I was travelling and trying to troubleshoot the problem while on the road away from my adapter. My wife was connected in a three-way conference call, she was located at home where the adapter was. In the end, we could never resolve the problem, and decided it was best to wait until I got home today to try to work with tech support again on the problem. Tech support made test calls using the Vonage network, and they went through fine, but when you (or they) try to call my number from an "outside" line you either get a busy signal, or a recorded message saying the number has been disconnected or is no longer in service. I can't even set it up to forward to my cell phone when someone tries to call. It's as if my home phone number is no longer in use.

Posts: 8 · New Forum Member Joined: Mar 05, 2008 Posts: 8

Last evening the issue seemed to have resolved itself. Today is worse than yesterday, I cannot recieve or send any phone call via Vonage. I have about had it with Vonage, I have had this problem numerous times with no resloution. I am statring to look at other providers.

Posts: 3 · New Forum Member Joined: Mar 27, 2008 Posts: 3

OK, my problem has gotten niether better or worse. The last thing that tech support discussed yesterday was the possibility that my previous phone company never completely transferred my phone number and have now deactivated it. Will keep you updated on how things progress with my problem. I can assure you that I won't accept a solution of I have to get a new phone number to resolve the issue, nor will I let this drag on for several days. If it comes to that, I will have the number transferred to someone else and go with a new provider. I have had great, nearly trouble free, service from Vonage up until now, so I hold out hope they will resolve the problem, but this is the first time I have had to deal with tech support.

Posts: 831 · Vonage Forum Evangelist Joined: Jun 08, 2007 Posts: 831

jtolli wrote:

tech support discussed yesterday was the possibility that my previous phone company never completely transferred my phone number and have now deactivated it.

If Vonage is right, I would be calling the previous phone company and find out WTH is going on! Next thing you know they will assign it to a new customer.

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

Having formerly worked in tech support for Vonage I may be able to shed some light here.

First of all, stop posting bandwidth test results. This has absolutely nothing to do with Inbound calls not reaching your device, unless of of course your internet is down. If you can make an outbound call, you can receive one, simple as that.

Now to pick up from where you left off. You mentioned that Vonage support never has a problem calling you unless it is from an outside line. This tells you a lot about your issue.

It tells you that its not your home internet connection at fault, so stop troubleshooting that.

It also tells you that its a problem with the PSTN (Public Switched Telephone Network) The call is failing somewhere before it hits Vonage.

This means 1 of 2 things. The carrier that Vonage partners with to hold your number dropped the ball and isnt sending the call in to Vonage or the carrier that used to have the number is not sending the call OUT of its network so that Vonage can pick it up.

Let me tell you the latter situation is very common. Unfortunately there is no master screen at Vonage to tell what your previous carrier is doing with your number. I dont know what carrier you came from , but try taking a call from a number outside your area, hopefully on a different carrier.

For instance if only people in NYC have a problem calling you, the problem is with the local Verizon switch in NYC not ditching your number like it should. If that is not the case then maybe Vonage would need to petition its local carrier to investigate.

When you do run into an issue where the old carrier will not correct some wierd error in their system causing you grief, believe me when I say there is NOTHING Vonage can do. The other phone company will not take calls regarding your account, old or new, from anyone but you.

This **** for Vonage because they look like the bad guy and are fairly defenseless but thats just the way it is.

Hope this helps you out