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MattK
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Posts: 10

PostPosted: Sat Feb 28, 2009 8:51 am    Post subject: Strange intermittent problem with service Reply with quote Back to top

Hi. I have had Vonage service for a few years and overall it has been reliable. A new problem has recently cropped up I was hoping someone might be able to advise me on troubleshooting.

My setup: I have Comcast as an ISP. I have a Linksys RTP-300 phone adapter, Linksys modem (BEFCMU10), and Linksys wireless router (WRT54GS). No changes to equipment or configuration whatsoever in 3 years.

Two parts to my concern. The fact that the problem seems to be specific with my phone service and not my internet connectivity overall and also the way in which the Vonage "system" is handling the outage. Please read on...

Problem Symptoms:
+ Problem is intermittent and during this time:
+ Incoming call/caller is sent direct to voicemail on first ring!
+ If you pick up a phone in the house there is no dialtone
+ Computer network works fine during this time
+ Recycling power on phone adapter does not correct
+ Problem lasts several hours

What seems really strange about this to me:
+ Why would calls be sent direct to voicemail on first ring? I have the Vonage "Network Availability" number set (to my cell phone). During an outage calls should be routed to my cell NOT sent direct to voicemail. I know this feature is working because we had a recent power outage and calls forwarded to my cell just fine.
+ With all previous outages it was when the network was down so no computer internet access either. With this problem computer network access continues without interruption
+ I just logged in to Vonage.com and verified that my Network Availability number is still set fine and also that I do NOT have call forwarding enabled.

Anybody have any thoughts on how to troubleshoot?

Thanks in advance!
-Matt
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trekologer
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Joined: Dec 04, 2005
Posts: 350

PostPosted: Sat Feb 28, 2009 9:40 am    Post subject: Reply with quote Back to top

Can you describe how you have your equipment setup. Also how your telephone(s) is/are connected to your Vonage device?

Based on your description (mainly the call not going to NAN), it sounds like your RTP300 thinks there is a telephone off the hook. If you are using a splitter and/or your house wiring, can you connect a telephone directly to the RTP300?
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Sat Feb 28, 2009 10:10 am    Post subject: Reply with quote Back to top

As trekologer just said, your symptoms are a 100% exact match for what happens when a Vonage adapter thinks your phone is off hook.

No dial tone upon picking up phone because Vonage telephone adapter thinks line is in use.

Incoming calls to your device return a Busy which will send your calls to Voice mail.

Since the device is physically registering with the Vonage proxy servers, it will not go to Network Availability.

If using home wiring, this can sometimes be caused by one particular phone that is not hanging up properly after use and therefore the line stays open. This might be why you state it is intermittent depending upon the phone that was last used.

As trekologer said, connecting 1 phone directly to the device will be one method to test this out. The other method is to try to pinpoint the phone that might be causing this if you are using home wiring. You just have to recall which phone was hung up on the last call before issue occurred or test each phone out to see if you can duplicate issue.
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MattK
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Joined: Feb 01, 2006
Posts: 10

PostPosted: Sat Feb 28, 2009 12:04 pm    Post subject: Reply with quote Back to top

Thank you for the quick replies! I will double check the way I have things connected and will post that as you suggest. I will also test as you suggest. However, one thing still has me puzzled even after your suggestions. I have call waiting setup. Wouldn't that mean that incoming calls to my device would still get a ring rather than going straight to voicemail? In other words, my understanding of call waiting is that if your phone is "busy" with a call and there is a second incoming caller that incoming caller heres a ring until a specified period of time goes by during which I have the option to hang up on the first caller to answer the second???
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Sat Feb 28, 2009 12:23 pm    Post subject: Reply with quote Back to top

Not in this case. The timeout value in Voice Mail means your phone has to send back a 180 Ringing which is the SIP message that signals the actual ring back to happen and upon the Ringing timer expires, it then goes to Voice Mail. In this type of case, call waiting cannot occur because your device does not send a 180 Ringing, it sends a 486 Busy Here which means the line is Busy. This is because the Resource is Unavailable.

Think of it like this. When your on a call and a new call comes in, you will hear call waiting tones while the caller will get ring back because your device sends a 180 Ringing.

Now take the scenario of you pick up the phone and start to dial out and at the exact same time a new call comes in. Call waiting cannot occur at this time until the first call is in session. So while your dialing out and a call is coming in, the caller will get a 486 Busy Here and be sent to your Voice Mail. Same would occur if this were a cell phone dialing out and a call came in at the same time.

So if the device thinks your phone is off hook(same as if your were dialing out), there is no way for it to send back a 180 Ringing. It will instantly respond with 486 Busy Here and therefore all inbound calls will be sent directly to Voice Mail.
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MattK
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Joined: Feb 01, 2006
Posts: 10

PostPosted: Sat Feb 28, 2009 12:45 pm    Post subject: Reply with quote Back to top

Thanks. Makes sense. I also want to add we are hearing heavy static on the line now as well at all times. Even now while the phone is actually working.

I will test and reply back soon. Thanks again.
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VonTechMgr
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Posts: 656
Location: NJ

PostPosted: Sat Feb 28, 2009 12:49 pm    Post subject: Reply with quote Back to top

Are you using your home wiring? Every symptom especially the heavy static points to your home wiring is some fashion. Possibly a loose connection somewhere. Unplug the phone cable from the Vonage telephone adapter and the wall jack or splitter it is connecting to and then reconnect it to both ends. If there is a splitter, remove it completely. Replace the phone cable that is connecting to the Vonage telephone adapter if needed. Make sure there isn't any bare wires at your Demarcation point.
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