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cvindum
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Joined: Feb 27, 2010
Posts: 4

PostPosted: Sat Feb 27, 2010 8:14 pm    Post subject: Intermittent Voice Interruption, calls cutting out Reply with quote Back to top

I have been troubleshooting an intermittent voice interruption issue that I cannot seem to solve. I have found other posts on the forum, but there are no solutions listed. When talking to someone on the phone, the person on the other end experiences what they describe as me pressing the mute button several times while I am talking to them. I can hear them fine, but they cannot follow the conversation due to the choppyness. Happens every 15 or 20 seconds, entire words are cut out for them which makes it impossible to complete a conversation.


I have have tried every combination, new Vonage routers (3 total), plugged the Vonage router directly into my SBS101 SurfBoard Cable Modem, moved the unit away from all other electronics, new phone, turned off all computers etc... No matter what I do I cannot resolve this issue. I have spent 4 hours on the phone with Vonage Technical Support with no solution either. If I cannot resolve this in the next couple days, I have no other choice but to go back to a land line, as I use this as my business line and cannot have ANOTHER week without phone service. Reboot and reset everything.... I am pulling my hair out over this. I have had Vonage service for years and never had this problem.
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kmann
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Joined: Jan 03, 2009
Posts: 86

PostPosted: Mon Mar 01, 2010 9:36 am    Post subject: Reply with quote Back to top

please provide:
1. Your location
2. Your ISP name and type (cable, DSL, wireless etc)
3. Upload and download speeds
4. Modem make and model
5. Type of Vonage adapter used ie RT31P2 or PAP2
6. Setup of Network ie Modem---->Vonage Adapter-->PC
7. Issue you are experiencing ie dropped calls, choppy audio etc
8. Run speedtest.net as well as pingtest.net
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cvindum
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Joined: Feb 27, 2010
Posts: 4

PostPosted: Mon Mar 01, 2010 12:18 pm    Post subject: Specs for Choppy Audio Calls Reply with quote Back to top

1. Calgary, Canada (US Customer, temporarily working in Canada)
2. Shaw Cable
3. DS -- 7.5 Mbps US -- 512 Kbps
4. Motorola Surfboard SB5101
5. Tried 2 different PAP2 as well as a VTA-VD
6. Modem --> D-Link Network Security Firewall --> Vonage as wel, have tried it as Modem --> Vonage
7. Choppy audio
8. speedtest.net DS --> 11.17 Mb/s, US --> 0.49 Mb/s Ping --> 12ms
pingtest.net just hangs everytime I try it.
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zmaster
Vonage Forum Junior
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Joined: Mar 17, 2006
Posts: 32

PostPosted: Mon Mar 01, 2010 12:58 pm    Post subject: Reply with quote Back to top

Hi:

I have Vonage & Shaw but from Edmonton, and no issues with quality. But we have Shaw High Speed Extreme, its ~$5/month more than Shaw High Speed. All of the negative reports I've seen for Vonage & Shaw are for Shaw High-Speed Lite & High-Speed subscribers and appears to 'go away' with High Speed Extreme. I have several colleagues in Calgary with Vonage & Shaw High Speed Extreme, theirs works flawlessly.

Z
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cvindum
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Joined: Feb 27, 2010
Posts: 4

PostPosted: Mon Mar 01, 2010 5:12 pm    Post subject: Reply with quote Back to top

I have used both Shaw Business Entrepreneur and Extreme Internet and still had the same cutting out problem. Shaw Business Extreme offers the same DS & US as High Speed Extreme and that did not resolve the issue.
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cvindum
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Joined: Feb 27, 2010
Posts: 4

PostPosted: Mon Mar 01, 2010 6:14 pm    Post subject: Reply with quote Back to top

I do have a static IP if that makes any difference?
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kmann
Vonage Forum Senior
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Joined: Jan 03, 2009
Posts: 86

PostPosted: Tue Mar 02, 2010 1:24 am    Post subject: Reply with quote Back to top

Run the pingtest.net with your computer connected to the SB5101. If you get a C or less check the coax connections. Run again. If score is the same you may need a replacement modem.

Is the choppy audio on your end or the person you're talking to?
Are you using the correct power cords? Are you using an UPS/battery power back-up?

Configure the dlink to reserve the Vonage TA's private IP address. Then set a port forwarding rule to forward UDP 10000-20000 as well as UDP 69 to that address that is reserved for the telephone adapter. Also (WAN setting on the Dlink) turn off the SIP application gateway and disable DOS protection

Each time you change the first device behind the SB5101 you'll want to reset the far end connection by killing the SB5101 power and remove the coax cable for 300 seconds (5 minutes). Reconnect the coax remove the Ethernet wire and power-up the SB5101. Once the online light goes solid connect the Ethernet wire and power up the device connected to the 5101 Ethernet port.
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Slyster
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 26, 2008
Posts: 81

PostPosted: Wed Mar 03, 2010 6:28 pm    Post subject: Reply with quote Back to top

Could also try running this new tool at dslreports.com to monitor your connection for 24+hours at http://www.dslreports.com/smokeping
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kmann
Vonage Forum Senior
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Joined: Jan 03, 2009
Posts: 86

PostPosted: Wed Mar 03, 2010 10:57 pm    Post subject: Reply with quote Back to top

this is great, thanks!
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joelmch
Vonage Forum Junior
Vonage Forum Junior


Joined: Nov 23, 2013
Posts: 36

PostPosted: Sun Dec 01, 2013 12:26 pm    Post subject: Reply with quote Back to top

Perhaps you have an active download going on at the back ground. Try stopping it and see if it makes a difference.
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