Other Person cannot hear me - no changes to setup for >1

Posts: 4 · New Forum Member Joined: Oct 17, 2008 Posts: 4

1. My location --> Downers Grove, IL (suburb of Chicago)
2. My ISP name and type --> Comcast Cable 3.
3. My Upload and download speeds --> U/L = 1.16Mbps, D/L = 7.85 Mbps
4. My Modem make and model --> Motorola Surfboard SB5101
5. Type of Vonage adapter used --> Linksys RT31P2
6. My Setup of Network: Modem---> Router 1 (Netgear MR814v2) -->Linksys Vonage adaptor (RT31P2) --> Uniden PowerMax 5.8Ghz phone system
7. Issue you are experiencing ie dropped calls, choppy audio etc --> the other person on the phone cannot hear me at all for incoming and outgoing calls. The problem started about 4 days ago. My current setup has been working fine for over 1 year with no loss in voice quality.

My test results are:
Download speed 7851 Kbps (socket test)
Upload speed 1164 Kbps (socket test)
Quality of service 88 %
Maximum delay 106 ms
Round trip time 52 ms
Upstream jitter 2.5 ms
Upstream packet loss 0 %
Upstream packet order 100 %
Upstream discards 0 %

Voip test statistics
--------------------
Jitter: you --> server: 4.7 ms
Jitter: server --> you: 4.5 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: 19
Estimated MOS score: 4.0

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

Your test results in no way would suggest that your ISP is the cause of your current issue. If as you said there has been no changes to your current setup, I would suspect that your Vonage adapter may be the cause of your issue. For testing purposes and to eliminate the idea of your Netgear router being at issue, I would suggest to you to remove your Netgear router temporarily from your setup and connect your Vonage adapter directly to your modem to see if that helps. If the problem still persists, I would look at replacing your Vonage device. But before you do, you may want to contact Vonage tech support and have them confirm that the device needs to be replaced.

Posts: 433 · Posted: Fri Oct 17, 2008 12:38 am Post subject:

Don't forget to try another phone as well. It could be something with your Uniden system. Good Luck!

Posts: 72 · Full Forum Member Joined: Apr 27, 2005 Posts: 72

Since you got netgear router in between, i would like you to connect Vonage directly to modem to check how the quality is, maybe for a day you can leave it that way and monitor. Netgear routers are known to cause issues even though it hasnt for a year. Wink

Please let us know the results about this!

Posts: 4 · New Forum Member Joined: Oct 17, 2008 Posts: 4

Thank you for all of your suggestions.

I will try disconnecting the Netgear router for a day or two and also try another phone.

I will keep you posted!!

cheers

Posts: 656 · Posted: Fri Oct 17, 2008 2:55 pm Post subject:

hyloran...I am actually investigating this issue and would like more information. Vonage has a direct IP link to Comcast in one of the Co Locations. While this link is not advertised to all Comcast ASN's, a vast majority do use them. This link might be taking on more traffic then the Comcast backbone handing off to Vonage can handle.

Is this issue occurring on all your calls any time of the day or only during peak hours? From other cases I have seen, it is only during peak hours where this specific link is running very hot. Is it only your outbound audio path that is affected? Are you sure this is occurring on both inbound and outbound calls? Can you run a traceroute to 69.59.248.70, 69.59.235.35, and 69.59.239.77 and then post your results? I would like to confirm that your traffic is routing through the Comcast handoff.

Posts: 4 · New Forum Member Joined: Oct 17, 2008 Posts: 4

Hello,
Thank you for looking into this. The problem would occur all the time not just at peak times and on both outbound and inbound calls.

Tracing route to media-relay-48.klga1.s.vonagenetworks.net [69.59.248.70]
over a maximum of 30 hops:

1 * * * Request timed out.
2 13 ms 14 ms 13 ms ge-2-18-ur01.elmhurst.il.chicago.comcast.net [68
.86.116.213]
3 15 ms 13 ms 15 ms te-9-3-ar01.elmhurst.il.chicago.comcast.net [68.
87.230.81]
4 35 ms 27 ms 21 ms be-30-ar01.indianapolis.in.indiana.comcast.net [
68.87.231.114]
5 33 ms 33 ms 30 ms pos-0-1-0-0-cr01.nashville.tn.ibone.comcast.net
[68.86.90.169]
6 38 ms 38 ms 38 ms pos-0-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.85.66]
7 56 ms 61 ms 76 ms 68.86.85.242
8 58 ms 64 ms 57 ms pos-0-12-0-0-cr01.newyork.ny.ibone.comcast.net [
68.86.85.30]
9 66 ms 56 ms 57 ms 68.86.89.130
10 56 ms 67 ms 65 ms ve252.sw02.klga1.m.vonagenetworks.net [69.59.251
.42]
11 59 ms 57 ms 57 ms e4-2.sw05.klga1.m.vonagenetworks.net [69.59.250.
138]
12 59 ms 60 ms 55 ms media-relay-48.klga1.s.vonagenetworks.net [69.59
.248.70]

Trace complete.

Posts: 656 · Posted: Fri Oct 17, 2008 4:16 pm Post subject:

Can you run a traceroute to the 2 other IP's I sent? The IP you traced to is in NYC and does not have the IP handoff to Comcast. Either does 69.59 239.77. Only 69.59.235.35 will use the Comcast handoff if it is being broadcast to you. The only reason I asked for 3 different locations is so I can gauge your levels of jitter when traveling over different connections.

Posts: 4 · New Forum Member Joined: Oct 17, 2008 Posts: 4

Here they are:

Tracing route to media-relay-13.kiad0.s.vonagenetworks.net [69.59.235.35]
over a maximum of 30 hops:

1 * * * Request timed out.
2 14 ms 23 ms 15 ms ge-2-18-ur01.elmhurst.il.chicago.comcast.net [68
.86.116.213]
3 14 ms 27 ms 14 ms te-9-3-ar01.elmhurst.il.chicago.comcast.net [68.
87.230.81]
4 39 ms 28 ms 25 ms be-30-ar01.indianapolis.in.indiana.comcast.net [
68.87.231.114]
5 32 ms 33 ms 35 ms pos-0-1-0-0-cr01.nashville.tn.ibone.comcast.net
[68.86.90.169]
6 41 ms 42 ms 40 ms pos-0-5-0-0-cr01.atlanta.ga.ibone.comcast.net [6
8.86.85.66]
7 57 ms 56 ms 62 ms pos-0-8-0-0-cr01.mclean.va.ibone.comcast.net [68
.86.85.70]
8 58 ms 59 ms 58 ms 68.86.89.122
9 60 ms 56 ms 57 ms 69.59.230.22
10 57 ms 56 ms 64 ms media-relay-13.kiad0.s.vonagenetworks.net [69.59
.235.35]

Trace complete.

Tracing route to media-relay-13.kord1.s.vonagenetworks.net [69.59.239.77]
over a maximum of 30 hops:

1 * * * Request timed out.
2 14 ms 14 ms 26 ms ge-2-18-ur01.elmhurst.il.chicago.comcast.net [68
.86.116.213]
3 13 ms 14 ms 23 ms te-9-3-ar01.elmhurst.il.chicago.comcast.net [68.
87.230.81]
4 17 ms 20 ms 14 ms 68.87.229.109
5 16 ms 20 ms 15 ms 68.86.90.49
6 19 ms 16 ms 19 ms xe-9-3-0.edge1.Chicago2.Level3.net [4.71.248.21]

7 15 ms 25 ms 16 ms vlan52.ebr2.Chicago2.Level3.net [4.69.138.190]
8 29 ms 22 ms 15 ms ae-5.ebr2.Chicago1.Level3.net [4.69.140.193]
9 18 ms 18 ms 17 ms ae-24-56.car4.Chicago1.Level3.net [4.68.101.168]

10 16 ms 16 ms 20 ms VONAGE-HOLD.car4.Chicago1.Level3.net [4.71.102.1
0]
11 18 ms 17 ms 17 ms ve251.sw01.kord1.m.vonagenetworks.net [69.59.239
.194]
12 19 ms 16 ms 19 ms media-relay-13.kord1.s.vonagenetworks.net [69.59
.239.77]

Trace complete.

Posts: 656 · Posted: Fri Oct 17, 2008 6:02 pm Post subject:

Thank you. We will investigate the possibility of an issue on the Comcast handoff as Comcast has notified Vonage that they did recently perform router upgrades to a new IOS. If you have not already contacted Vonage, if you do, please keep track of the exact calls that experienced the audio issue including the call times and the number you called or that called you so that information about these calls can be pulled. I am very curious to see if it is only happening during peak times with calls routing the one site.

You can also continue to check your local side of things however, if you have not had these issues before and they just appeared 4 days ago, I do not think making changes to your side will improve your quality or resolve the issue.