At wit's end: Other end cannot hear me well or at all

Posts: 12 · Vonage Forum Associate Joined: Aug 20, 2008 Posts: 12

Thanks for all your fast help so far!

1. Your location

LAKELAND FLORIDA

2. Your ISP name and type (cable, DSL, wireless etc)

BRIGHTHOUSE ROADRUNNER CABLE LITE

3. Upload and download speeds

I ran these with the modem connected directly to the computer.
I used the website, testmy.net

DOWNLOAD SPEED TEST - 730 Kbps or 0.7 Mbps (89 kB/s)
UPLOAD SPEED TEST - 475 Kbps or 0.5 Mbps (58 kB/s)

4. Modem make and model

Modem make and model is Webstar supplied by Brighthouse

5. Type of Vonage adapter used ie RT31P2 or PAP2

Not sure what this means? I have a VTech 5.8 Wireless Broadband phone adapter

6. Setup of Network ie Modem---->Vonage Adapter-->PC

Modem - Router - Vonage Adapter
Router hooks into computer

7. Issue you are experiencing ie dropped calls, choppy audio etc

Other side cannot hear me and dropped audio, sometimes dropped calls. I hear them fine.

8. Run this Voip Test: After the test has fully completed, in the Advanced Tab, click on "View Text" in the lower right hand corner. Copy-N-Paste that data into your post.

Speed test statistics
---------------------
Download speed: 723432 bps
Upload speed: 491928 bps
Quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum download pause: 52 ms
Average download pause: 47 ms
Minimum round trip time to server: 39 ms
Average round trip time to server: 40 ms

Voip test statistics
--------------------
Jitter: you --> server: 3.8 ms
Jitter: server --> you: 4.9 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 8
Estimated MOS score: 4.0

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Actually, the results from the forum test don't look bad. Nevertheless, based on the other results I suspect a problem that Bright House needs to look into. Are you having any other cable related problems, like snowy television picture (or intermittent digital "hits")? If so, that gives you a good reason to have them out.

Also, if you have a cooperative friend with broadband, it would be good to test the V-tech at his/her place. If the service is some distance from your own, that would be best.

Posts: 3 · New Forum Member Joined: Jul 06, 2006 Posts: 3

My callers also cannot hear me, at all. This just started happening about 5 days ago. I can hear the callers just fine. Here are my test results:

Speed test statistics
---------------------
Download speed: 4534208 bps
Upload speed: 362952 bps
Quality of service: 47 %
Download test type: socket
Upload test type: socket
Maximum download pause: 262 ms
Average download pause: 3 ms
Minimum round trip time to server: 61 ms
Average round trip time to server: 300 ms

Voip test statistics
--------------------
Jitter: you --> server: 15.1 ms
Jitter: server --> you: 2.3 ms
Packet loss: you --> server: 7.7 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Number of supported Voip lines: 6
Estimated MOS score: 3.4

Posts: 12 · Vonage Forum Associate Joined: Aug 20, 2008 Posts: 12

Steve48 wrote:

Actually, the results from the forum test don't look bad. Nevertheless, based on the other results I suspect a problem that Bright House needs to look into. Are you having any other cable related problems, like snowy television picture (or intermittent digital "hits")? If so, that gives you a good reason to have them out.

Also, if you have a cooperative friend with broadband, it would be good to test the V-tech at his/her place. If the service is some distance from your own, that would be best.

I only use Brighthouse for the internet and do not have cable as I don't use it. The internet itself works fine and without glitch. If I called Brighthouse, what am I supposed to say to them? I mean, if the upload and download speeds are where they are supposed to be, what can be wrong with my internet connection to be causing this?

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

elbodude wrote:

My callers also cannot hear me, at all. This just started happening about 5 days ago. I can hear the callers just fine. Here are my test results:

Please post the rest of the technical details listed in the sticky message at the top of the forum. Your test results look pretty bad- high pause and round trip time and high packet loss.

You may want to start your own thread so answers to you and LexLuv101 don't get mixed up.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

LexLuv101 wrote:

I only use Brighthouse for the internet and do not have cable as I don't use it. The internet itself works fine and without glitch. If I called Brighthouse, what am I supposed to say to them? I mean, if the upload and download speeds are where they are supposed to be, what can be wrong with my internet connection to be causing this?

Yes, that's the problem. They're not likely to be very worried about your Vonage phone service. How about the cooperative friend idea? It would be nice to make sure that your Vonage equipment isn't the source of the problem.

Posts: 12 · Vonage Forum Associate Joined: Aug 20, 2008 Posts: 12

Steve48 wrote:

LexLuv101 wrote:

I only use Brighthouse for the internet and do not have cable as I don't use it. The internet itself works fine and without glitch. If I called Brighthouse, what am I supposed to say to them? I mean, if the upload and download speeds are where they are supposed to be, what can be wrong with my internet connection to be causing this?

Yes, that's the problem. They're not likely to be very worried about your Vonage phone service. How about the cooperative friend idea? It would be nice to make sure that your Vonage equipment isn't the source of the problem.

Steve
Thanks again for your help. I had a friend over today who used the phone. It made a clicking sound when he talked to the person on the other end, and the person complained on his phone. He said it sounds to him (my friend) like it may be the phone breaking. It did make me realize that a lot of times the phone is fine at first, but after a few minutes of talking it starts to go out. And if the battery is low it's almost impossible for others to hear me. If the phone or battery is breaking, will this make a difference?

My parents have Brighthouse phone,internet, and cable. I can bring it to their house for a test. I believe their internet cable may be a little faster than mine. In any case, if I also have the same problem there I will know it's not the internet here. I will try sometime this week and report back, I'd really much rather have this resolved than finding another company and new hassles.

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

LexLuv101 wrote:

I had a friend over today who used the phone. It made a clicking sound when he talked to the person on the other end, and the person complained on his phone. He said it sounds to him (my friend) like it may be the phone breaking. It did make me realize that a lot of times the phone is fine at first, but after a few minutes of talking it starts to go out. And if the battery is low it's almost impossible for others to hear me. If the phone or battery is breaking, will this make a difference?

Absolutely. Good Voip service relies on 3 things- the Vonage service, the broadband connection, and the phone you attach to the Vonage device. If the phone is going out, that could be the source of all your problems. Try temporarily replacing it with the simplest, corded telephone that you can get your hands on.

Posts: 12 · Vonage Forum Associate Joined: Aug 20, 2008 Posts: 12

Steve48 wrote:

LexLuv101 wrote:

I had a friend over today who used the phone. It made a clicking sound when he talked to the person on the other end, and the person complained on his phone. He said it sounds to him (my friend) like it may be the phone breaking. It did make me realize that a lot of times the phone is fine at first, but after a few minutes of talking it starts to go out. And if the battery is low it's almost impossible for others to hear me. If the phone or battery is breaking, will this make a difference?

Absolutely. Good Voip service relies on 3 things- the Vonage service, the broadband connection, and the phone you attach to the Vonage device. If the phone is going out, that could be the source of all your problems. Try temporarily replacing it with the simplest, corded telephone that you can get your hands on.

Is that even possible? I have a wireless router from Vonage, did not think it worked with regular phones?

Posts: 4777 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4777

Which wireless device do you have? The regular Vonage adapter/routers, both wire-only and wireless, will work with essentially any phone. A Voip phone/adapter is a different kettle of fish. What do you have?