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deanphil
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Joined: Jan 14, 2009
Posts: 7

PostPosted: Tue Jan 13, 2009 9:56 pm    Post subject: Continuously Dropped Calls...HELP!! Reply with quote Back to top

My wife is killing me with the complaints on the dropped calls and I have had it too. I can't understand why I am getting dropped calls with perfect audio quality. It has been happening ever since I signed up for Vonage two years ago. I'm going back to POTS if I can't get it fixed.

I have a Netopia 3347 ADSL gateway from ATT. I also have the Vonage Motorola voice gateway deployed behind it. Any ideas what is going on? I tried tonight enabling the "Internet Phone" profile. I hope this helps. Otherwise, please give me some pointers. I thought my problem was a failing 5 year old router, but I finally got ATT to replace it with a new one and the problem is continuing. I work from home, but rarely have more than light web traffic and email replication going on. I don't understand.

I ran the Voip test applet and got all green lights twice, but once I had all green with one red on quality of service. Last test was #10880.

Thanks.
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VoIPNut
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Joined: Dec 23, 2006
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PostPosted: Tue Jan 13, 2009 11:11 pm    Post subject: Dropped Calls - Continuous Reply with quote Back to top

Hello,

Sorry to hear of your ongoing problem with dropped calls. I have been using Vonage for almost 4 years, and use to experience occasional dropped calls when I was using Verizon ADSL. About two years ago I switched to Cable Modem, and ever since my Vonage service has been very stable and reliable.

Dropped calls with Voip can usually be traced back to:

1) High latency
2) Packet loss

These issues can be caused by a poor Internet connection from your ISP, a firewall, Internet congestion, or heavy bandwidth usage (bit torrent, online gaming, and large uploads).

Sounds like your problem is more than likely an issue with your AT&T DSL and not your Vonage service. Unfortunately the only corrective action may be to replace your DSL with another broadband solution.

Hope this helps.
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VonTechMgr
Vonage Forum Evangelist
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Jan 14, 2009 6:56 am    Post subject: Reply with quote Back to top

I highly doubt your calls are dropping. You are most likely losing audio for extended periods of time. Voip is unlike a cell phone that loses a signal and drops a call.

Read my responses on this post that cover your issue so that I do not have to type it out again.

http://www.vonage-forum.com/ftopic23605.html
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deanphil
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PostPosted: Wed Jan 14, 2009 8:20 am    Post subject: Dropped calls Reply with quote Back to top

Please don't tell me I'm not getting dropped calls. The line goes silent for about 5-7 seconds and then it completely disconnects. I know the difference between choppy audio and dropping a call. Strangely enough I haven't had choppy audio since the very beginning of my service.
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deanphil
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PostPosted: Wed Jan 14, 2009 8:23 am    Post subject: Dropped Calls Reply with quote Back to top

Thanks for the information about the provider. I am at the point where I think the issue really is the DSL connection. I am too far from the station to get any higher speeds than 3MBit so when I asked to upgrade to 6Mbit (AT&T) they said they could attach me to a fiber connection from the station to the prim. In any case, that gave me the higher bandwidth, but I still believe there may be issues with the quality of the connection with packet loss and that could be it. Maybe it's time to get the overpriced cable company to come in. I live in a small town and we have only one provider.
Thanks.
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Jan 14, 2009 9:28 am    Post subject: Reply with quote Back to top

Before you can come across like you know about the SIP protocol or Voip technology in general, you have to first understand the difference between a dropped call is and dropped audio. That is why I posted the other posting. A dropped call would indicate that something sent a SIP BYE message. This does not happen until one of the parties hangs up. Dropped audio can happen if any piece of hardware restricts the flow of RTP packets causing 1 way or no audio. After saying "Hello, Hello, Hello", the party then hangs up and call is then physically terminated.

This has absolutely nothing to do with a few packets dropped here or there. This has to do with the complete RTP stream being filtered or rate limited. This does not mean you would have choppy audio

This means that during a call, RTP packets are streaming like a flood to provide real time audio. If for any reason this stream is completely filtered out, your going to loss a complete portion of audio in either one or both directions.

I deal with this type of thing every day for years and I can tell you right now, I am 100% sure the culprit is your Netopia Modem/Router. Since you state that this has been going on since you have had Vonage, have you ever tried to swap out this Netopia for a standalone bridged modem?

Right now, you have absolutely no idea what functions the router in this modem are performing and from years of experience, these Netopia's are problematic and difficult for a basic user to configure. The Telnet interface has many things that can be configured, disabled, or enabled.

My recommendation is to get a DSL modem that can easily be placed into bridge mode. This way it does not perform an DHCP or router type functions. The Vonage adapter is connected directly to this modem and your PPPoE information is configured on the Vonage adapter. This will eliminate any upstream hardware interference and provide best possible QOS.
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