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betsy
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PostPosted: Wed Jan 05, 2005 1:14 pm    Post subject: choppy calls--using comcast cable modem--please help! Reply with quote Back to top

Hey guys! I'm hoping somebody here can help me out. I have a cable modem through comcast, and have been using Vonage for about 6 months now. Overall I'm pleased, but I sometimes have problems with people complaining that I sound garbled--like I am underwater. I have never had any issues in sound quality as to listening to the other party. I understand that it is IP related, and multiple calls to comcast say that everything is functioning just fine. When I test my speeds I am getting good speed ratings. But as an additional troubleshoot today I upped my speed tier with comcast so that I am now in the hightest speed tier. (hoping it helps but not happy about paying an extra $10/month)

Does anybody have any thoughts on what else I can do to fix this problem? Has anybody else had similar issues?

Thanks in advance.
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reebok
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PostPosted: Wed Jan 05, 2005 1:36 pm    Post subject: Reply with quote Back to top

this is a hard problem to troubleshoot. your original speed with comcast is probably fine (though you don't tell what you had and what you have now, which would be good to know). Judging from what I've read, the problem probably lies somewhere in either the cable modem, Vonage device or it could simply (and more likely) be some internet congestion (congestion not being something solvable with more speed). How long does the garbled sound last for? seconds or minutes? what Vonage device do you have? what cable modem do you have? lastly, how is your network set up?

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betsy
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PostPosted: Wed Jan 05, 2005 3:14 pm    Post subject: choppy calls Reply with quote Back to top

Okay. I'm using an RCA modem supplied by Comcast, and a D Link router. The Vonage connection is through a Motorola device, and I do have the Vonage device connected to the modem first, as oppossed to through the router.
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reebok
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PostPosted: Wed Jan 05, 2005 3:24 pm    Post subject: Reply with quote Back to top

ok...what about the other questions? what speed did you have with comcast? what speed now? how long does the garbled sound last for (seconds or minutes)? also, try testyourvoip.com (to boston). I would like to know what you get on the detailed results page. specifically: MOS score, Latency, Packet Discards and Packet Loss.

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betsy
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PostPosted: Wed Jan 05, 2005 3:51 pm    Post subject: speeds Reply with quote Back to top

My new speed is 4.0/384 (or 356? I can't remember). When I do the Vonage speed test I get a rating of 4.1. I do live in the city of boston. Could there really be that much net congestion in my area that it is causing a problem?

Has anyone else had a similar issue?

Oh, the length of choppiness generally lasts a few seconds, and it fluctuates in length throughout a call.
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reebok
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PostPosted: Wed Jan 05, 2005 9:00 pm    Post subject: Reply with quote Back to top

it doesn't take much. I know you want someone with the exact same problem to swoop in and give you the miracle answer, but unfortunately it's not going to happen. the best thing to do is provide us with the most information you can. I personally think your problem is being caused by jitter/latency/some other internet problem. as I stated in my second post, your numbers from the detailed results from testyourvoip.com would help a lot. especially if you ran the test several times and got a trend. here again is what was asked for:
MOS score (which you gave), Latency, Packet Discards and Packet Loss.
your MOS score is already lower than it could be, so I am betting you have some latency and packet loss.
again, there is no miracle solve it all answer to your problem that I'm aware of, and others will jump in if they have any better or different ideas, but until then your best bet is to check and post those values listed above.

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chrisp
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PostPosted: Wed Jan 05, 2005 11:58 pm    Post subject: Re: choppy calls--using comcast cable modem--please help! Reply with quote Back to top

betsy wrote:
Hey guys! I'm hoping somebody here can help me out. I have a cable modem through comcast, and have been using Vonage for about 6 months now. Overall I'm pleased, but I sometimes have problems with people complaining that I sound garbled--like I am underwater. I have never had any issues in sound quality as to listening to the other party. I understand that it is IP related, and multiple calls to comcast say that everything is functioning just fine. When I test my speeds I am getting good speed ratings. But as an additional troubleshoot today I upped my speed tier with comcast so that I am now in the hightest speed tier. (hoping it helps but not happy about paying an extra $10/month)

Does anybody have any thoughts on what else I can do to fix this problem? Has anybody else had similar issues?

Thanks in advance.


I am also comcast cable, and was having a similar problem (my callers would stop hearing me but I could always hear them). The issue after looking at a few ping plotters (running for several hours) and several testyourvoip.com tests was an occasional spike where my delay, packet loss and latency all went to hell, then corrected themselves. I opened a tech ticket with Vonage, sent them my ping plotter reports, and they told me I had latency, packet loss and delay issues and to check with my ISP... When I called Comcast, I worked with a tech, but he found nothing wrong with my connection.

I found a few posts around here where other users replaced their cable modems... so I picked up my new Motorola SB5100 today, called Comcast and had them re-provision my new MAC / Serial, and then started surfing, downloading and making up for all the calls I have been putting off since people couldn't hear me... and after about 4 hours of calls (all while sharing a 3000/256 connection), not a single garble, whistle, dropped line or issue.

In MY case, my Toshiba PCX1100 was the culprit.

Barring anything else, you may consider a quick purchase from a store with the option to return if it doesn't fix your issue... But I'd try everything else you can think of first!

Good luck!
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bbtrumpetguy
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PostPosted: Thu Jan 06, 2005 7:34 am    Post subject: Reply with quote Back to top

Like Chrisp, I also use the Toshiba 1100u and am on Comcast Cable. I'm just North of you in Manchester and never had anything resembling your issue. I do STRONGLY recommend as was alluded to by reebok and chrisp that you run a utility like pingplotter for an extended period of time (24 hrs or so) so you can see the "trends" in your network connectivity and where and when the breakdowns (latency/packet loss) are occurring. With this information, you will have enough to at least start troubleshooting the issue. Like Chrisp, you may find it's your modem, but it could also be extreme congestion (at peak times) on your network segment in Boston. The point is, if you start with pingplotter (or other utilities) you can at least start to narrow the scope of troubleshooting. Hope this helps.
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