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Sammy00 Posted:
Has anyone setup a
W52p phone for
vonage? I have
a W52p with two
wireless handsets,
...

In The Forum:
Hard Wiring - Installation
Topic:
W52p Setup
On Aug 30, 2016 at 10:38:01

James44 Posted:
Hi, I am
looking for a good
Sip Trunking
provider in
Canada. they
should offer
...

In The Forum:
Vonage
Topic:
A good sip trunking provider
On Jul 17, 2016 at 23:42:46

James44 Posted:
Which network
connection do you
use?
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 13, 2016 at 22:55:00

jjatsk Posted:
We are renting a
few offices right
next door to our
main building. I
have a wireless
...

In The Forum:
Vonage
Topic:
Wireless Access Point plugged into switch
On Jul 09, 2016 at 12:00:54

Pman Posted:
Hello, While
Vonage has been a
great service over
the years, it is
time to part
...

In The Forum:
LNP – Local Number Portability
Topic:
Cannot port phone number to new carrier - repeated failures
On Jul 05, 2016 at 09:12:07

jbugz67 Posted:
We recently
purchased 5
Polycom VVX 300
phones from
Vonage, and have
regretted
...

In The Forum:
Vonage
Topic:
Nothing but problems with VVX300
On Apr 15, 2016 at 14:58:07

RichardPi Posted:
Hello, does
anybody recollect
how to get into
wifi password from
diggings router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to arrive at wifi password?
On Mar 31, 2016 at 02:39:07

RichardPi Posted:
Hello, does
anybody know how
to get into wifi
watchword from
home router?
...

In The Forum:
Hard Wiring - Installation
Topic:
How to be noised abroad wifi password?
On Mar 30, 2016 at 18:48:05

achow26 Posted:
BrettaMan, I am
having the same
problem. I do not
have the loopback
plug. I tried
...

In The Forum:
Hard Wiring - Installation
Topic:
Vonage issue with USTec UX-226
On Feb 16, 2016 at 14:13:37

alicesmith Posted:
I have used the
PBX phone system
in my new office.
I was very
confused about
phone
...

In The Forum:
Vonage
Topic:
IP PBX for small business
On Jan 29, 2016 at 01:49:14


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radamo
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Joined: Jan 08, 2009
Posts: 21

PostPosted: Fri Jan 23, 2009 9:32 pm    Post subject: Very frustrated with tech support Reply with quote Back to top

I have been trying to troubleshoot an issue with getting calls that connect but there is no sound. Yesterday Vonage Tech Support told me that he suggested we set my call quality to Normal and not High. He said that High was only for Fax service which I wasn't using... My bandwidth is very good, about 1.7MB down and 1.2MB up. I can't see how 90K is going to put a dent in that. So he set it to Normal... I still had the issue today. So I called and was told the rep saw a problem with my settings. I should not use Normal I should have it set to High call quality. I tried to explain that is how it was set a day ago and I had the problem then.... the line went to music and in 3 minutes I had another rep on the line...

She explained that the next step in trouble shooting this was to hook my phone directly to the V-Portal. I am going along with this even though my home wiring is about 75% brand new due to some construction we just completed. Up until 3 weeks ago all worked just fine with Verizon.

Seems a simple issue of bad hardware and they won't own up to it. This is really frustrating since it has already taken up over 3 hours of my time working with them and my ISP trying to isolate the issue.

My bad for not spending the $10 bucks on a new unit... figured why not just get the free refurb... I have been lucky up until now with refurbs. Oh well my luck ran out.

RA
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whatumean
Vonage Forum Master
Vonage Forum Master


Joined: Apr 09, 2007
Posts: 168

PostPosted: Fri Jan 23, 2009 11:20 pm    Post subject: Reply with quote Back to top

Although I can understand dealing with technical support can sometimes be an issue, many problems people face are not due to Vonage or the hardware. I am not saying there aren't cases but if you read through other posts in this forum you will find that most problems lay in either the home network or with the ISP.

In any case, please follow the instructions in the sticky and post the results. In addition, please provide your network setup with make/models of the hardware being used as mentioned in the sticky as this will be important as well.

Many of the members on this forum are extemely knowledgeable and will be able to help you diagnose your issue and truly see if it is a hardware issue or something else.
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radamo
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 08, 2009
Posts: 21

PostPosted: Sat Jan 24, 2009 8:30 am    Post subject: Reply with quote Back to top

First off, thanks for your offer of help. In my frustration of last evening I did not even see the sticky of "what to do when you have technical issues"..... My bad. Here is my info.

1. Long Island, NY
2. Optonline - Cable
3. Using Speedtest.net
Upload: 15MB Down: 1.98MB
4. Scientific Atlanta Model DPC2100 Webstar
5 V-Portal VDV21-VD
6. Tried both ways... Now it is:
Router---->V-Portal------>DIR655 Router
7. My issues vary from poor call quality with echoes and other anomalies to when the call is connected there is NO AUDIO at all. The call must be reconnected to be completed.
8. Speed test statistics
---------------------
Download speed: 10248568 bps
Upload speed: 2062368 bps
Quality of service: 65 %
Download test type: socket
Upload test type: socket
Maximum download pause: 133 ms
Average download pause: 2 ms
Minimum round trip time to server: 67 ms
Average round trip time to server: 127 ms

Voip test statistics
--------------------
Jitter: you --> server: 0.3 ms
Jitter: server --> you: 0.3 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

The only piece of data in this test that is suspect is the QOS. In doing some minor research it seems that this can be affected negatively by throttling. I know that my line speed is throttled because Optonline does offer a higher throughput service.

I look forward to your suggestions.

Thanks,
RA
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kmann
Vonage Forum Senior
Vonage Forum Senior


Joined: Jan 03, 2009
Posts: 86

PostPosted: Sat Jan 24, 2009 6:32 pm    Post subject: Reply with quote Back to top

And what was the result when you connected a telephone directly to the phone port the Vonage TA?
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radamo
Vonage Forum Associate
Vonage Forum Associate


Joined: Jan 08, 2009
Posts: 21

PostPosted: Sat Jan 24, 2009 9:52 pm    Post subject: Reply with quote Back to top

Same results... and the tech support person (2nd level) who said she would call me today to follow up never did. Is there any info that can be determined from the info I posted?
RA
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radamo
Vonage Forum Associate
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Joined: Jan 08, 2009
Posts: 21

PostPosted: Sun Jan 25, 2009 10:34 am    Post subject: Reply with quote Back to top

Does anybody have any ideas that could help?
Thanks,
RA
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butterman
Vonage Forum Evangelist
Vonage Forum Evangelist


Joined: Jan 29, 2006
Posts: 323

PostPosted: Sun Jan 25, 2009 12:57 pm    Post subject: Reply with quote Back to top

Can you tell us a little more about your network at home and if there are other things going on when you have these calling issues?

Specifically the type of connections that you have on your network (number of PCs, game consoles, etc.) and also what these things are doing.

It does sound like a QoS issue to me, specifically that all or most of your downstream bandwidth available to you. Things like downloading large files that would take your entire downstream bandwidth would do things like this.

If you don't get the problem all of the time, this is my guess. If you get the issues all of the time, or still get the issue when you know that nobody is doing anything else on the network, then its something else.

_________________
Vonage Customer since: 11/2004
ISP: Time Warner (RoadRunner)
Location: NC
Network Setup: Motorola SB5101->Linksys WRT54GL (Running Tomato) ->RT31P2 & PAP2
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radamo
Vonage Forum Associate
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Joined: Jan 08, 2009
Posts: 21

PostPosted: Sun Jan 25, 2009 10:02 pm    Post subject: Reply with quote Back to top

Very interesting observation... So far all of the occurrences have happened when nobody was even on line. Seems it may be QOS related but how??? What is causing the issue?
RA
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radamo
Vonage Forum Associate
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Joined: Jan 08, 2009
Posts: 21

PostPosted: Tue Jan 27, 2009 11:40 am    Post subject: Reply with quote Back to top

Does the information I posted indicate any issue? How does one go about isolating what is causing this type of problem?
Thanks for any suggestions...
RA
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mundy5
Member of the Week
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Joined: Feb 28, 2005
Posts: 1179

PostPosted: Tue Jan 27, 2009 11:53 am    Post subject: Reply with quote Back to top

you wrote that your network setup is as follows:

Quote:

Router---->V-Portal------>DIR655 Router


I am assuming that you meant to say Modem first correct?

If so, then the V-Portal is acting as the main gateway for the rest of your network. This typically ends up causing issues since these Vonage devices are weak routers.

Is your DIR655 compatible with 3rd party firmware like DD-WRT or Tomato? If so, then I'd recommend that you flash it with one of them. That might help.

But your test results show minimal signs of issues. The main concern is the round trip time. That might be an issue. Also, running the speed test while you are on the phone might also give us some clues.

For now, take the test with only the network as follows:

modem -> Vportal -> computer

remove the DIR655 for testing purposes.

then post your results.

this will help us compare the results from your first test which I presume had your computer behind the DIR655.

_________________
St. Louis, MO
Vonage Customer from February 2005 to May 2010
ISP: Charter
Router: Linksys RT31P2 (blew up during electrical storm)
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