First, thank you for offering independent support on the Vonage service. I have worked in the I.T. field for 10 years and I thought myself quite capable of getting this system up and running...I spent an hour on the phone with a Vonage Technician and he was unable to fix the issue.
1. Your location Cape Cod, Massachusetts
2. Your ISP name and type (cable, DSL, wireless etc) Cable via Comcast
3. Upload and download speeds according to an online "speed test" website. my download is: 7018 Kbps or 7 Mbps (857 kB/s)
and my upload speed is: 7 Kbps or 0 Mbps (1 kB/s) ****?! yeah that doesn't seem right.
4. Modem make and model Motorola Surfboard (SB) 5100
5. Type of Vonage adapter used ie RT31P2 or PAP2 Model: VDV21-VD
6. Setup of Network ie Modem---->Vonage Adapter-->PC Attempted 2 different setups:
7. Issue you are experiencing ie dropped calls, choppy audio etc The issue I am experiencing is as follows,
-the Vonage phone adapter comes online, displays the telephone with the 1 next to it. When I pickup my telephone, I receive a dial-tone. When I dial any number, I simply get "dead-air". I have attempted to call my own cell phone, my wife's cell phone, my office number, my parents in New York and no calls go through.
-If I attempt to CALL my Vonage phone number from my cell phone, the phone will ring, the caller identification will show correctly, but when I pickup the phone there is no audio whatsoever.
-Usually at some point during troubleshooting this issue through attempting to make or receive calls, the Vonage phone adapter will go into an error 004 mode where I am instructed to power cycle the device. Power cycling the device puts it back into a good state but the service is still unusable.
8. Run this Voip Test: After the test has fully completed, in the Advanced Tab, click on "View Text" in the lower right hand corner. Copy-N-Paste that data into your post.
I do not have the adapter in the "mix" at the moment because I have not been able to get it to work. If this information is absolutely necessary I can post it later.
9. Steps I have taken to troubleshoot this issue. #1-I have internet connectivity. I have tested the configuration WITH and WITHOUT a router. #2-I have tested the configuration WITH 2 different handsets, one wireless/cordless and one standard telephone (cabled). #3-I have tested said configuration using 2 different phone lines. The phones are not cabled into ANYTHING other than the Vonage adapter.
If anyone has any ideas whatsoever, I'd be interested in hearing them. I did read that Comcast *might* be blocking Voip traffic in hopes of pushing their own Voip service.
edit:
When I have the system wired as: modem--->router--->Vonage Adapter I am able to see the Vonage Adapter going outbound for NTP as well as port 10,000
While on the phone with the Vonage technican he had stated that he could see the adapter reaching the Vonage servers etc. etc.
I logged into the modem and viewed the logs and there appears to be some ugly stuff happening in there, I am going to call Comcast on this issue:
Quote:
2009-05-17 20:18:37 4-Error B603.0 Map Request Retry Timeout 1970-01-01 00:00:06 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-17 16:42:27 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 1970-01-01 00:00:07 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-17 10:02:23 4-Error B603.0 Map Request Retry Timeout 1970-01-01 00:00:06 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-17 09:39:21 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-17 09:39:17 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-17 09:39:17 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-17 09:39:06 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-17 09:38:22 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-17 09:38:14 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-17 09:38:14 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-17 09:37:57 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-17 09:37:56 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-17 09:37:55 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-17 09:37:55 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-17 09:37:41 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-17 09:37:40 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-17 09:37:39 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:08 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:08 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:07 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:07 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:07 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:06 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:06 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:05 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:41:05 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:41:02 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:40:56 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:40:19 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:40:08 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:39:40 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:39:26 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:38:43 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:38:40 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:38:32 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:37:50 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:37:44 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:36:59 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:36:52 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:36:51 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:36:51 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:36:50 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:36:40 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:36:15 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:35:58 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:35:53 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:35:28 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:35:11 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:35:05 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:35:05 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:34:54 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:34:07 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:34:01 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:33:33 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:33:16 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:33:08 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:33:08 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:33:07 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:33:06 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:33:04 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:33:04 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:33:02 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:32:18 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:32:14 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:31:46 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:31:30 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:30 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:31:28 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:28 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:31:28 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:27 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:31:27 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:27 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:31:26 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:26 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:31:26 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:31:19 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:30:36 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:30:32 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:30:07 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:29:50 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:29:47 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:29:47 3-Critical T002.0 SYNC Timing Synchronization failure - Failed to acquire FEC framing 2009-05-16 21:29:46 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:29:37 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:29:09 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:28:51 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:28:47 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:28:22 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:28:02 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing 2009-05-16 21:27:47 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:27:24 5-Warning B301.2 Auth Reject - No Information 2009-05-16 21:27:00 3-Critical R002.0 No Ranging Response received - T3 time-out 2009-05-16 21:26:55 3-Critical R004.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout 2009-05-16 21:26:10 3-Critical T001.0 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
I'm having a Comcast technician come out tomorrow (5-19-2009) between 8-11 to address these modem issues, upload speeds and general connectivity problems, then we'll take a look at Vonage again.
Comcast technician came on site, I handed him the list of errors being produced by the modem and he paid them little attention. He tested the lines and said that everything is fine and tried to put the blame back on me and my equipment.
I had extra laptops on hand from work to show him that the connection was horrible regardless of the machine being used, I also told him that the connection is horrible whether the router is "in the mix" or not.
He replaced some of the coaxial cable along with the modem and the connection became stronger and more reliable. I patched in the Vonage adapter and everything is happy now.
So those of you who are experiencing a 004 error, if you are using a DOCSIS modem (cable) please check the logs if possible for problems.
I had the same problem with Comcast about two years ago. Persistence won out.
As the cable infrastructure ages, it is less able to transfer data reliably. In my case Comcast took over Adelphia and the existing equipment was in a state of disastrous disrepair. After enough complaining, Comcast had to replace most of the equipment on my end of town to get its broadband working right.
If you running a torrent client you may be overwhelming your connection to the point where your router can't renew its IP address and/or DNS. This will appear as a general 004 fault on your V-Portal.
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