Dropped Calls randomly, no dial tone after

Posts: 3 · New Forum Member Joined: Nov 05, 2008 Posts: 3

I have been using Vonage almost since it has launched, and have only recently been running into a problem. When I am on a call, randomly the call drops. I hang up and try to get a dial tone again, but there is none. The weird part is, if they try calling me back I am able to take the call. The dial tone will eventually come back without me having to reset anything. I think my Vonage adapter is the culprit, its the old motorola black box. I have comcast and am using a SB5100 modem, and a buffalo wireless router. I have pasted my speedtest below. Any help is appreciated.

Posts: 433 · Posted: Wed Nov 05, 2008 5:14 pm Post subject:

It would be helpful if you ran the speed test from this site or another site that is designed to test for Voip. The Voip test has a lot more information that may point to something wrong with your internet connection or Vonage device. Are you still using your original Vonage device? If so, that could be it. You mentioned that you have been with them for a long time and I would say, from what I've read on this forum, that the average life of a device is around 4 years.

Posts: 3 · New Forum Member Joined: Nov 05, 2008 Posts: 3

I ran the Voip specific test and my results are below:

Download speed 1867 Kbps (socket test)
Upload speed 2245 Kbps (socket test)
Quality of service 96 %
Maximum delay 80 ms
Round trip time 65 ms
Upstream jitter 2.1 ms
Upstream packet loss 0 %
Upstream packet order 100 %
Upstream discards 0 %
Downstream jitter 4.3 ms
Downstream packet loss 0 %
Downstream packet order 100 %
Downstream discards 0 %

Yes, I have been a Vonage customer since Feb 2004. I am still using my original Vonage device a Motorola VT1005V. I have it setup in front of my router, so I don't think the router is the issue. If I ask Vonage to send me a new device, which device should I ask for?

Thanks for the help.

Posts: 433 · Posted: Thu Nov 06, 2008 11:44 pm Post subject:

Nothing stands out with those results. Have you tried the simple things like phone cord, network cable, different phone. If so, the only thing I can suggest is moving your line to port 2 on your adapter. Perhaps port 1 is going bad but the adapter is still fine. You can do that via your online account. If you have the same problems using port 2 then I would guess that your adapter is dying on you.

Posts: 3 · New Forum Member Joined: Nov 05, 2008 Posts: 3

Okay...thanks for the port2 suggestion. I havent tried that yet, but i'll give it a shot. Also I was thinking that maybe I should try putting the device behind the router instead infront of it. Do you think that would make any difference?

Thanks

Posts: 433 · Posted: Thu Nov 06, 2008 11:58 pm Post subject:

If the device is going bad I don't think putting it behind the router will do anything. Also, to answer your question from the previous post, I think your choice of adapter is pretty much limited to the Vportal now. They are doing away with offering several adapter models. Perhaps they are still offering a refurbished motorola model, as they have been for a while. They don't like to give them away either. You may have to fight to get a new one for free. I would definitely use your length of time as a customer for leverage. If that doesn't work, threatening to cancel will most likely get the job done. Good Luck!