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mksolutions
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PostPosted: Sun Feb 13, 2005 3:53 pm    Post subject: dropped calls and service Reply with quote Back to top

I have had Vonage now for about 3 weeks. Since day one, the only complaint I had was the static in the line. I didn't say anything as I also run a webserver and a bunch of other stuff on the line. Just the last two days I cant keep a call connected though. Within a minute, almost every call received or made will get dropped. I tested my line with every tool I can find. Here is what I have:

Download 3mb
Upload 1mb
Packet loss 0%
Latency 48ms
(I have confirmed these numbers thru several tests at different times)

I also have a service monitoring the line for any downtime, which has been 0.

I have tried resetting the modem, etc etc. I decided to try Vonage tech support, which is non-existent. I have emailed several times, with no replies. I have called twice, both times giving up after no one answered after 45 minutes.

I really don't want to get rid of this service, as I think it has great potential. Unfortunately, when every call I make gets dropped, I can not use it.

Anyone have any suggestions as to what to do next?

Thanks for the help!

Matthew
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mksolutions
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PostPosted: Wed Feb 16, 2005 12:37 pm    Post subject: Reply with quote Back to top

I have yet to receive ANY communications back with ANY of the support emails I have sent Vonage. After posting the first message, I tried setting the bandwidth saver down to the middle settings, which seams to have helped until today. Once again, I am getting dropped calls again. This phone does me absolutly no good if it is going to drop every call I make or receive. If something doesnt change soon, I will be changing to another phone.

Matthew
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Martlet
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Posts: 206
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PostPosted: Wed Feb 16, 2005 12:40 pm    Post subject: Reply with quote Back to top

hi mk. I don't know a whole lot, but since nobody else has answered you, I'll give it a shot.

What equipment are you using, and how is it set up?
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mksolutions
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PostPosted: Wed Feb 16, 2005 12:52 pm    Post subject: Reply with quote Back to top

I am using the LINKSYS RT31P2. I have it plugged directly into a Cisco uBR900 Cable Modem/Router. I have a dedicated IP with 3000kbps down/ 769kbps up. No firewalls in front of the linksys. I do have a network (hardware firewall, etc) plugged into one of the other ports on the cisco, but that is not affecting the phone side at all.
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Martlet
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PostPosted: Wed Feb 16, 2005 12:55 pm    Post subject: Reply with quote Back to top

I've seen complaints of the linksys boxes creating static. Have you unplugged your adapter from your network and listened for static?

Also, is your phone plugged directly into your adapter, or is your adapter connected to your internal wiring? My phone was close to my routers/adapter/modem and moving it away eliminated the static.
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Fletcher
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PostPosted: Wed Feb 16, 2005 1:01 pm    Post subject: Re: dropped calls and service Reply with quote Back to top

mksolutions wrote:
I have had Vonage now for about 3 weeks. Since day one, the only complaint I had was the static in the line.


The cause could be something as simple as cluttered wiring or other sources of cross-over interference. Try plugging your RT31P2 into a different socket or power strip from your other devices and move it as far away from your Cisco modem/router as you can. If cables must cross, try to have them cross at a 90 degree angle rather than running parallel to each other.

If you are using a cordless phone, you could also be receiving wireless interference in the 2.4ghz band. (Even 5.8 ghz cordless phones use the 2.4ghz frequency for one of the directions.) Interference on the 2.4 ghz frequency can come from other phones, from microwaves, from your neighbor's wireless access point, or your own wireless.

On the other hand you may be raising an issue related to a known background noise problem with the RT31P2. A search here will produce lots of information about that and how it can be reduced by plugging an off-the-hook phone into phone port #2 (assuming it is not active for a second line of service).

Good luck. Hope some of that helps.

Fletcher
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mksolutions
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PostPosted: Wed Feb 16, 2005 1:07 pm    Post subject: Reply with quote Back to top

Static has been the least of my problems. I did move the adaptor away from the other equipment, and I have noticed a decrease in static. I am not worried about static at all. Static doesnt do much when you cant even keep a call online. Smile

What does worry me is the "Tech Support". I have emailed twice (almost a week ago) with no repsonse....and have tried calling twice (waited for 45 minutes both times, giving up after no one answered)

I have tested everything on my end for packet loss, uptime, etc. I have a monitor on the line to let me know exactly when it goes down, and it has not. I can only assume the problem is within the Vonage system. Dropped calls are not something that can be "lived with". It ends up being NO dropped calls, or NO Vonage.
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Martlet
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PostPosted: Wed Feb 16, 2005 1:12 pm    Post subject: Reply with quote Back to top

mksolutions wrote:
Static has been the least of my problems. I did move the adaptor away from the other equipment, and I have noticed a decrease in static. I am not worried about static at all. Static doesnt do much when you cant even keep a call online. Smile

What does worry me is the "Tech Support". I have emailed twice (almost a week ago) with no repsonse....and have tried calling twice (waited for 45 minutes both times, giving up after no one answered)

I have tested everything on my end for packet loss, uptime, etc. I have a monitor on the line to let me know exactly when it goes down, and it has not. I can only assume the problem is within the Vonage system. Dropped calls are not something that can be "lived with". It ends up being NO dropped calls, or NO Vonage.


Customer service is non existant. I received help with my problems here, though. I had the same problems you did when I started and oddly enough they seem to have been resolved simply by unplugging everything, including my phone, from the adapter then unplugging the power for 5 minutes.

I realize I'm not offering much help, but I can only tell you what I did that led up to my problem appearing to be solved in hopes that it will work for you also.
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Luckyboy27
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PostPosted: Wed Feb 16, 2005 1:18 pm    Post subject: Re: dropped calls and service Reply with quote Back to top

Fletcher wrote:
(Even 5.8 ghz cordless phones use the 2.4ghz frequency for one of the directions.) Interference on the 2.4 ghz frequency can come from other phones, from microwaves, from your neighbor's wireless access point, or your own wireless.

Fletcher


Not all 5.4 phones use the 2.4 range. Some of them use 5.4 both up and down. I know the Uniden does this, which is why I picked it.
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Fletcher
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PostPosted: Wed Feb 16, 2005 1:24 pm    Post subject: Re: dropped calls and service Reply with quote Back to top

Luckyboy27 wrote:
Not all 5.4 phones use the 2.4 range. Some of them use 5.4 both up and down. I know the Uniden does this, which is why I picked it.


That's good to know. What model number is your Uniden?

Fletcher
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