Very frustrated with tech support

Posts: 21 · Vonage Forum Associate Joined: Jan 08, 2009 Posts: 21

Yes, my cable modem is the first device. (oops). I will run the test again this evening with my pc connected to the V-Portal directly.

Also, my original configuration had the alternative setup:

Cable Modem---->Dir655------>V-Portal

That is when the problem first was discovered.

The DIR 655 is not compatible with the 3rd party firmwares to the best of my knowledge. It is a fairly highly rated router but I am sure the 3rd party utilities allow for more configuration options.

Thanks for your assistance...
RA

Posts: 21 · Vonage Forum Associate Joined: Jan 08, 2009 Posts: 21

Here are the results with having the PC directly into the V-Portal
Speed test statistics
---------------------
Download speed: 7744352 bps
Upload speed: 2069424 bps
Quality of service: 23 %
Download test type: socket
Upload test type: socket
Maximum download pause: 332 ms
Average download pause: 3 ms
Minimum round trip time to server: 68 ms
Average round trip time to server: 130 ms

Voip test statistics
--------------------
Jitter: you --> server: 0.3 ms
Jitter: server --> you: 0.2 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: 35
Estimated MOS score: 4.3

About the same with slightly lower QOS... but that bounces around a bit it seems.

Thanks,
RA

Posts: 1179 · Member of the Week Joined: Feb 28, 2005 Posts: 1179

judging from these tests, I do not see any obvious reasons for your issues. I suspect that it is your ISP that is causing these hiccups for you. The only way to really know is to use something like pingplotter and have it running especially while you are on a phone call. This should give you some information on what is going on network wise. I really doubt this is a Vonage issue unless the vportal is defective.

Posts: 21 · Vonage Forum Associate Joined: Jan 08, 2009 Posts: 21

Thanks for your feedback... Since the V-Portal I ordered was a refurb that was my main concern. I haven't had the issue for a few days now but we don't use the landline all that much anymore. I guess I will see if it happens again and then escalate with my friends at Vonage.

Appreciate your help.
RA

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

Alternatively you can switch the dlink router off, totally, and test phone calls, when you have the setup modem -> Vonage. Reason : dlink might try to grab more bandwidth and leave very little to the Vonage device. By the way. Whats the make of the modem thats connected?

Posts: 21 · Vonage Forum Associate Joined: Jan 08, 2009 Posts: 21

It is a Scientific Atlanta Model DPC2100 Webstar.

I have done the following which so far has resulted in good call quality...
Had a further conversation with Vonage TS which resulted in their tech making supposed adjustments to my V-portal remotely which he would not tell me what he was changing....

I also have now reserved the IP for the V-Portal from my Dlink router and specified a higher priority for its traffic in my QOS settings... I also found and disabled a setting called SIP on my router which said it could cause issues with some Voip systems even though it is specifically there to aid Voip.

Since these changes have been made my call quality has been consistent. Only time will tell since the problem only occurred a few times.

Thanks,
RA