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split2112
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Joined: May 25, 2010
Posts: 2

PostPosted: Tue May 25, 2010 1:05 pm    Post subject: No audio on outgoing calls with V-Portal Reply with quote Back to top

I just set up my v-portal and when I pick up the phone to dial out, there is a dial tone, and after I dial, one of the following 3 things happens:
1. I can hear the phone ring and the other person picks up and everything works fine (20% of the time)
2. I can hear the phone ring, but when the other person picks up, they can hear me, but I cannot hear anything. (30% of the time)
3. After I dial, I cannot hear the phone right, nor can I hear if anyone picks up, but they can hear me on the other end. (50% of the time)

I have reset my v-portal and that did not fix the problem.

Incoming calls seem to be fine.

Thoughts on what this could be? I believe I stumped Vonage support.
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Scottsman
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Joined: Apr 16, 2010
Posts: 38
Location: NC

PostPosted: Tue May 25, 2010 2:31 pm    Post subject: Reply with quote Back to top

How is your home network setup? Is the Vonage device connected directly to a cable/dsl/fiber modem/gateway or to the back of a router? This issue is 90% of the time caused by NAT/Firewall settings in Routers or combo gateway Modem/Router devices. If this is the case you will need to setup Modem -> Vonage -> Router or setup Modem/Router Combo - DMZ -> Vonage device to solve the problem. Post back with your Cable/DSL modem make & model as well as the make & model of any networking hardware such as routers/switches and the order it is all connected in and we would be happy to provide you with more detailed instructions.
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split2112
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PostPosted: Tue May 25, 2010 2:57 pm    Post subject: Reply with quote Back to top

Thanks for responding.

The cable modem is Time Warner's Terayon TJ615. Router is Belkin N1 F5D8231-4

Here is how the internet is connected:
Cable to Cable Modem,
Cable Modem to V-Portal,
V-Portal to Belkin Router/Phone/Fax,
Belkin Router to Computer

The internet is acting slightly weird as well (i.e. cannot connect to secure.vonage.com), but I think this is a separate issue, seeing as I plugged the cable modem directly into the computer and it acted the same way (even after clearing cache).
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Scottsman
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Joined: Apr 16, 2010
Posts: 38
Location: NC

PostPosted: Tue May 25, 2010 4:30 pm    Post subject: Reply with quote Back to top

Your network seems fine given the notes you provided. This is seeming like an ISP instability or Modem problem, although the Terayon(Motorola) modems dont tend to have too many issues you may be experiencing problems with the line itself. Please run the following test and report the results back.

pingtest.net - Ping, Jitter, and Packet Loss
speedtest.net - Download, Upload, and Ping

Command Line Test (Assumes Windows, if using Linux/Mac can post Bash instruction)
Start -> Run -> CMD [ENTER Key]
ping -l 500 -n 500 www.google.com [ENTER Key]
Copy & Paste Results
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Slyster
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Joined: Sep 26, 2008
Posts: 81

PostPosted: Thu Jun 03, 2010 5:55 pm    Post subject: Reply with quote Back to top

Replace the older cable modem you have with a newer one. Smile
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metzgerm
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Joined: Oct 19, 2013
Posts: 72

PostPosted: Sun Nov 17, 2013 1:19 pm    Post subject: Reply with quote Back to top

You can easily isolate this issue. Plug the Vonage directly to the modem. Bypassing everything including the router. I'm 100% that it will work. You need to check the firewall on your router side since this is a one way audio.
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