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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 10:06 am    Post subject: Sound Quality doesn't pass the spouse test Reply with quote Back to top

I have been struggling for months with poor sound quality. I think I have two issues.
The most important problem is that people at the other end of the call can often not understand what we are saying. Our voice is badlly broken up It doesn't happen all of the time but bad enough that my wife wants to drop the service. I monitor my upload and download speed several times a day and performance is typically good. Any Voip test indicate performance should be good enough with upload speeds typically in the 300K range.

The second problem is static on my end. all of the phones have a crackle pop sound continuously. I tried connecting up a wired phone directly to my pap2 but there is still alot of crackle and pop. I tried moving to the other line on the pap2 and still have the crackle pop.

How do I go about troubleshooting this?
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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 10:20 am    Post subject: Reply with quote Back to top

Here's the info:
1.Location - Stevens Point, WI
2. ISP - Charter Cable
3.Upload - 250 kbps Download-2602 kbps
4.Modem - Motorola ??
5.Adapter -PAP2
6. Setup- Modem -->Hawking HBB1 QOS - TrendNet Router -->PAP2--> Panasonic 2.4Ghz 4 phone system
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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 10:23 am    Post subject: Reply with quote Back to top

Download speed 4677 Kbps (socket test)
Upload speed 470 Kbps (socket test)
Quality of service 98 %
Maximum delay 76 ms
Round trip time 52 ms
Upstream jitter 1.7 ms
Upstream packet loss 0 %
Upstream packet order 100 %
Upstream discards 0 %
Downstream jitter 1.0 ms
Downstream packet loss 0 %
Downstream packet order 100 %
Downstream discards 0 %
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VonTechMgr
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Oct 22, 2008 10:41 am    Post subject: Reply with quote Back to top

Please note that these tests are run to 3rd party servers. Traffic does not route through the internet the same way as routes change based upon final destination IP. So while you may have low jitter and a good MOS score on a Voip test does not mean the internet path between yourself and Vonage's media relays is good. Another thing people think is that if they have all the bandwidth in the world that streaming media will be fine. This is incorrect as bandwidth is only a small part of where your voice quality will come from.

So to start, you must first identify when the issue occurs. Is it random or mostly in the evening hours when local ISP traffic is at the highest? At the time you are experiencing this issue, run your bandwitdh tests, Voip tests, and ping and traceroute to Vonage media relays 69.59.248.70, 69.59.235.35, and 69.59.241.35. If you compare the results of the tests to the same tests you ran when you don't have the issue, you should see a difference and this may help pinpoint the issue.

For your next issue, are you saying you hear the static even through the dial tone prior to connecting a call? If so, have you switched out the phone cable between PAP2 and phone? Have you tried to plug the PAP2 directly in the wall's electrical outlet if connected to a power strip? If directly plug into the wall's electrical outlet, have you tried a different outlet?
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Oct 22, 2008 10:51 am    Post subject: Reply with quote Back to top

One other thing to point out is that 250 - 300 kbps is very much on the low side for todays broadband standards. Not saying this is the issue but if your set to use a codec of High(g711) you should be using Normal(g729). Can you also verify whether or not there is any PC activity during the times your spouse or yourself has the audio issues? I am not fully clear of your physical network topology but if the PAP2 is connected to the TrendNet router and there are PC's connected to the TrendNet router, the QOS you mention that takes place on the Hawking will not prioritize any packets until they reach the Hawking. This means you could be bottlenecking or having packets discarded at the TrendNet if there is any PC traffic running at the same time as a phone call.

QOS works by queuing up packets with the lower priority and allowing the higher priority to pass through in real time. If your UDP voice packets and running through the TrendNet at the same time you are web browsing, the issue could be the TrendNet is dropping packets before they even reach the Hawking.
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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 10:57 am    Post subject: Reply with quote Back to top

The outgoing sound breaking up seems random. This morning it was particularly bad so my wife had to switch to her cell phone. There wasn't anything special going on on the network. Is there at way to automate the ping and traceroute testing so it goes on in the background. Maybe then I might be able correlate to the bad calls.

THis is the serious issue. Everytime it happens my wife asks me why we still use Vonage.


I haven't discounted my router as being part of the problem but I would hate to swap it out only to find out it didn't make a difference.

I tried switching to the second port on the PAP2 and hooking up a wired phone directly to the pap2. It didn't seem to make a difference. Right now the Pap2 is plugged into a UPS. I will try chaning the adaptor and where it is plugged in to see if it makes a difference.
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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 11:10 am    Post subject: Reply with quote Back to top

This morning there was no network activty when my wife had to change to her cell phone. I haven't discounted the router as being part of the problem but wonder how can I confirm if it is the problem.

PIng to the 3 Vonage server are 40-45ms to the first 2 and 85-90ms on the third.

THe tracert is interesting
│Tracing route to media-relay-44.klax1.s.vonagenetworks.net [69.59.241.35]♪
│over a maximum of 30 hops:♪
│♪
│ 1 * * * Request timed out.♪
│ 2 * * * Request timed out.♪
│ 3 16 ms 6 ms 7 ms 96.34.22.84 ♪
│ 4 14 ms 11 ms 10 ms 96.34.16.194 ♪
│ 5 12 ms 12 ms 9 ms 96.34.16.201 ♪
│ 6 17 ms 19 ms 17 ms 12.86.31.121 ♪
│ 7 40 ms 42 ms 41 ms tbr2.cgcil.ip.att.net [12.122.99.74] ♪
│ 8 42 ms 42 ms 42 ms cr2.cgcil.ip.att.net [12.122.17.237] ♪
│ 9 47 ms 40 ms 40 ms cr1.n54ny.ip.att.net [12.122.1.1] ♪
│ 10 41 ms 41 ms 40 ms tbr1.n54ny.ip.att.net [12.122.16.162] ♪
│ 11 42 ms 40 ms 40 ms gar1.nyzny.ip.att.net [12.122.86.165] ♪
│ 12 * * * Request timed out.♪
│ 13 40 ms 42 ms 42 ms ae0.0.br01.klga1.m.vonagenetworks.net [69.5
│ 14 40 ms 39 ms 39 ms so-3-0-0.br01.kord1.m.vonagenetworks.net [6
│ 15 42 ms 40 ms 39 ms ae0.br02.kord1.m.vonagenetworks.net [69.59.
│ 16 89 ms 86 ms 85 ms so-2-1-0.br01.klax1.m.vonagenetworks.net [6
│ 17 86 ms 86 ms 85 ms ve251.sw01.klax1.m.vonagenetworks.net [69.5
│ 18 85 ms 85 ms 87 ms media-relay-44.klax1.s.vonagenetworks.net [
│♪

There were a couple of time outs listed. I am not sure if that indicates a problem or not.
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VonTechMgr
Vonage Forum Evangelist
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Oct 22, 2008 11:33 am    Post subject: Reply with quote Back to top

Nothing wrong there. A Request Time Out just means that the router on that hop not repsond to ICMP requests but it will pass ICMP along to the next router.

I can tell you this. If the issue is very serious due to how bad the audio sounds but only happens at random times, it means one of three things. Either there is local network traffic(spyware, updates, etc...)decresasing bandwidth or bottlenecking at the router, the local Charter node you are on gets saturated due to heavy usage, or there is a bad hop between you and the media relay. Note that internet routes and routers can change time to time due to load balancing so what may look good now may have a problem at another time. So again, you would have to run traceroutes to the 3 IP's I gave you as run your other tests when quality is good. Then run it again when the quality is poor.

The easiest way to automate would be to use a 3rd party application such as ping plotter or something like it. Then let it run on your PC. Check the results after 24 - 48 hours.
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ijourneaux
Vonage Forum Junior
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 11:53 am    Post subject: Reply with quote Back to top

I installed pingplotter and will monitor worda while to see if I can identify a correlation to bad calls.
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ijourneaux
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Joined: Jul 16, 2005
Posts: 29

PostPosted: Wed Oct 22, 2008 9:08 pm    Post subject: Reply with quote Back to top

I have had ping plotter running all day. All day long the latency was about 40ms. Then at 4:50pm for 10 minutes, the latency went to 300ms at hop 3 (96.34.22.84). Then back to normal. That server is a charter server.

I wasn't home to amek a call at that time but I can't imagine the call would have benen good with that kind of latency.
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