Choppy audio in Atlanta

Posts: 8 · New Forum Member Joined: Apr 26, 2006 Posts: 8

I'm new at this help piece with Vonage, but have noticed some significantly choppy audio with the service as of this morning. Over the past weekend, I also noticed that downloads of any kind on the computer (including YouTube) are extremely slow. Once I ran the VoIP test, I noticed that the quality of service was 11% (not good).

Here's my details:

1. Atlanta, Georgia
2. Comcast high-speed Internet (with wireless router)
3. Upload speed (unknown), download speed (6408 bps)
4. Ambit (Model #U10C018)
5. Linksys RTP300 (purchased from Vonage in October 2005)
6. My configuration is Modem --> Wireless Router ---> Vonage Router
7. I hear choppy audio to the point where most callers voices sound almost computerized.
8. See below

Speed test statistics
---------------------
Download speed: 6408 bps
Upload speed: -- bps
Quality of service: 11 %
Download test type: socket
Upload test type: --
Maximum download pause: 6804 ms
Average download pause: 2062 ms
Minimum round trip time to server: 53 ms
Average round trip time to server: 62 ms

VoIP test statistics
--------------------
Jitter: you --> server: 4.9 ms
Jitter: server --> you: 5.2 ms
Packet loss: you --> server: 4.1 %
Packet loss: server --> you: 29.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported VoIP lines: --
Estimated MOS score: --

Posts: 1067 · Member of the Week Joined: Feb 28, 2005 Posts: 1067

wow, these are some terrible scores.

2 things.

1. what is the wireless router make and model?

2. re-run the tests with only the modem connected to your computer and post the results.

#2 is to determine whether your wireless router is the problem.

If your results are similar with the computer connected directly to the modem, then we know it is ISP related and you need to call and get them to check and test the lines.

It looks like your download really stinks right now which is very unusual. But it could also be your wireless router hence I ask for its make and model...

Posts: 795 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 795

Your test results are showing significant packet loss, thus the cause of your choppy audio. Your next move is to determine whether it's your Vonage device or your isp connection that's causing this issue. The only way you can narrow this down is to remove all your networking equipment and connect your cable modem directly to your PC and re-run the VoIP test. Also, make sure there are no P2P file sharing programs running in the background...P2P file sharing programs running in the background can also cause choppy audio if you don't have QoS properly configured with your wireless router.

Posts: 8 · New Forum Member Joined: Apr 26, 2006 Posts: 8

mundy5 wrote:

wow, these are some terrible scores.

2 things.

1. what is the wireless router make and model?

2. re-run the tests with only the modem connected to your computer and post the results.

#2 is to determine whether your wireless router is the problem.

If your results are similar with the computer connected directly to the modem, then we know it is ISP related and you need to call and get them to check and test the lines.

It looks like your download really stinks right now which is very unusual. But it could also be your wireless router hence I ask for its make and model...

Thanks for the reply.

1. The wireless router is a Netgear WGR614 (model #).

2. I connected the computer directly to the wireless router and got even worse scores.

3. I will admit that my wireless router has made a high-pitched noise for a couple of months now. It always sounds like there is a TV on or something whenever I am in my office where the wireless router is located.

Posts: 1067 · Member of the Week Joined: Feb 28, 2005 Posts: 1067

Quote:

Thanks for the reply.

1. The wireless router is a Netgear WGR614 (model #).

2. I connected the computer directly to the wireless router and got even worse scores.

3. I will admit that my wireless router has made a high-pitched noise for a couple of months now. It always sounds like there is a TV on or something whenever I am in my office where the wireless router is located.

The bolded observation is very important. now to clinch the fact that the problem is with your wireless router is to connect your computer directly to the modem and run the tests. If the data is good, then we know for sure, your wireless router has had its better days...

Posts: 8 · New Forum Member Joined: Apr 26, 2006 Posts: 8

mundy5 wrote:

The bolded observation is very important. now to clinch the fact that the problem is with your wireless router is to connect your computer directly to the modem and run the tests. If the data is good, then we know for sure, your wireless router has had its better days...

I just got off the phone with Comcast to see if the problem was on their end. The automated system says there is an outage in my area (although I have SOME connectivity, just not a fast connection). So, the technician walked me through the steps of rebooting the modem, etc. It didn't fix anything. I am glad that I called though. She said that the outage may be affecting my speed. I'll ride this one out through the rest of the evening and see what the morning brings.

If it's still acting up, then I'm going to go ahead and buy a new wireless router. The one I have now shouldn't be making the noises it's making (the sound of a TV constantly on) - so it will need to be eventually replaced anyway. If that doesn't work, then Comcast will be sending a new modem on the first thing smoking to Atlanta.

Hopefully, this problem is corrected soon. I can't be without my Vonge and/or high-speed connection for too long. I need my unlimited long distance!! Smile

Posts: 64 · Full Forum Member Joined: Jul 20, 2006 Posts: 64

SoulFan wrote:

mundy5 wrote:

The bolded observation is very important. now to clinch the fact that the problem is with your wireless router is to connect your computer directly to the modem and run the tests. If the data is good, then we know for sure, your wireless router has had its better days...

I just got off the phone with Comcast to see if the problem was on their end. The automated system says there is an outage in my area (although I have SOME connectivity, just not a fast connection). So, the technician walked me through the steps of rebooting the modem, etc. It didn't fix anything. I am glad that I called though. She said that the outage may be affecting my speed. I'll ride this one out through the rest of the evening and see what the morning brings.

If it's still acting up, then I'm going to go ahead and buy a new wireless router. The one I have now shouldn't be making the noises it's making (the sound of a TV constantly on) - so it will need to be eventually replaced anyway. If that doesn't work, then Comcast will be sending a new modem on the first thing smoking to Atlanta.

Hopefully, this problem is corrected soon. I can't be without my Vonge and/or high-speed connection for too long. I need my unlimited long distance!! Smile

Get a new ISP.

Posts: 8 · New Forum Member Joined: Apr 26, 2006 Posts: 8

I just wanted to say a big THANK YOU to everyone for your help. The problem seemed to be with the Comcast ISP and their service outage (or slow speed in my case). The issue has been resolved as of this morning. I appreciate how quickly everyone responded with some great action items. Glad to know who I can turn to!

Well, thankfully my phone is back working again and I can talk Vonage away today instead of having to use my cell phone. LOL! Lol