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Post new topic   Reply to topic  Vonage® VoIP Forum - Vonage News, Reviews And Discussion » Vonage
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trevorcobb
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Joined: Mar 18, 2009
Posts: 3

PostPosted: Wed Mar 18, 2009 12:01 pm    Post subject: have dial tone but dead silence after i dial, no ring Reply with quote Back to top

1) Location: Provo, Utah
2) ISP: Xmission DSL
3) Download/Upload: 1310/788
4) Modem: don't know
5) Vonage Device: v-portal vdv21-vd
6) Problem: have a dial tone but often can't hear the call ringing after I dial or hear anyone pick up and they can't hear me either.
Cool Voip Test results:

MySpeed Detail for Test #13123
Summary
This report refers to a connection test carried out by IP address 166.70.87.17 on Mar 18, 2009 4:55:50 PM using the applet.

Download speed 1310 Kbps (socket test)
Upload speed 788 Kbps (socket test)
Quality of service 63 %
Maximum delay 314 ms
Round trip time 87 ms
Upstream jitter 7.9 ms
Upstream packet loss 0 %
Upstream packet order 100 %
Upstream discards 0 %
Downstream jitter 0.6 ms
Downstream packet loss 0 %
Downstream packet order 100 %
Downstream discards 0 %

Please help me. Spent an hour and a half last week on the phone with Vonage after I could only complete about 1 in 10 calls and that was only after a router reboot every single time. They determined they needed to send me a new v-portal. Now I can complete about 4 in 10 calls.
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kdf55
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Joined: Jun 30, 2007
Posts: 373
Location: Highland, IL

PostPosted: Wed Mar 18, 2009 1:04 pm    Post subject: Reply with quote Back to top

It would help to know what modem you have. If it is an older modem, you may need to update your dsl modem.
Is your modem docsis 2.0 capable? If not, you may need to upgrade for better service.
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trevorcobb
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PostPosted: Wed Mar 18, 2009 2:02 pm    Post subject: Reply with quote Back to top

i am leasing office space, so i talked to one of the IT guys and he told me they are actually running two separate DSL lines (xmission, qwest) using Actiontec GT-710 DSL modems. The modems are both connected into a netgear load splitting device that will determine which route to send packets over.

the IT guy is saying that it could be that we need to portmap the specific TCP ports that Vonage uses to always go to one of the 2 routers in case the vportal or the netgear load splitter can't figure that out on its own.

what TCP port does Vonage use?

any other suggestions?
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Mar 18, 2009 3:09 pm    Post subject: Reply with quote Back to top

The IT guy is correct. The problem you have is that the SIP signaling which is used for call set up is using one of the ISP connections but when the call is set up, your audio packets are leaving your network via the other ISP connection. Vonage cannot work like this since the RTP (Audio packets) must be sent from the same source IP as the SIP source IP your Vonage device is Registering with.

This means your IT guys will have to force all UDP packets from the IP of the Vonage telephone adapter to only use one of the ISP connections. It cannot load balance between the 2 otherwise your audio packets will be ignored at the Vonage Media Relay when they come form an IP address it is not expecting. The local UDP ports the device will be using is 10000 - 10150 but the destination IP's and ports will vary. This is why I say he will need to do the IP of the Vonage telephone adapter itself to force all UDP packets to one ISP instead of doing it based upon ports.
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trekologer
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Joined: Dec 04, 2005
Posts: 350

PostPosted: Wed Mar 18, 2009 3:12 pm    Post subject: Reply with quote Back to top

That might be what's occurring...the load balancing is trying to send the signaling messages through one connection and your audio through the other -- which won't work.

Vonage uses a range of UDP ports from 10000-20000 for audio. Can your network's administrator set it up based upon the MAC address instead of just ports?
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trevorcobb
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PostPosted: Wed Mar 18, 2009 4:01 pm    Post subject: Reply with quote Back to top

so do i need to have him worry about whether the firmware on the DSL modems themselves are current? these modems went into production in 2001 if I have researched it correctly.

i only need to have my vportal assigned a static IP, and then I could just have all of my TCPIP ports for my IP for inbound and outbound traffic forwarded over just one of the DSL lines?

am i understanding this correctly?
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VonTechMgr
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Joined: Jan 02, 2008
Posts: 656
Location: NJ

PostPosted: Wed Mar 18, 2009 5:17 pm    Post subject: Reply with quote Back to top

Yes but it's not TCP ports. All Vonage traffic is UDP and that is all you need to be concerned with. It would be idea idea to assign the Vonage adapter a static IP and then force all traffic from it's IP or MAC address over a single ISP connection. That should resolve your issue.

If you want to upgrade the firmware of the modem, that's up to you and your tech. It will have no impact on this issue. It is good to have the newest firmware on anything as it fixes many discovered bugs however sometimes can introduce new problems.
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