Terrible Clarity

Posts: 31 · Vonage Forum Junior Joined: Mar 03, 2005 Posts: 31

I'm having an issue I cannot resolve after many attempts, I have a wired network with a Road Runner Broadband connection coming out of a Toshiba modem and into my Linksys Wireless-G Router. I only use the wireless on the outside chance I need to connect with my laptop to do some quick work from home. On the back end of my router I have 2 PC's and the PAP2 device always connected. I was happy with the Vonage service until this past couple weeks, for the past month prior service has been great then all of a sudden I am losing calls, the people calling are saying the quality is horrible and they can hardly understand me nearly all the time. Needless to say I called my ISP who had me run ping tests and checked my line for packet loss, they found nothing wrong and said my speeds were strong, probably because I live in an area where there aren't a lot of other Road Runner users. I even tried taking everything out of the mix and plugging the PAP2 directly into the cable modem, still no go...bad reception. I must say the Vonage technical support team needs to learn some people skills, and basic Voip skills. They were no help and became rude when I questioned what to do next. They blamed the problem on myISP and even suggested I just use a cell phone and transfer my calls to it.....WHAT!!! Evil or Very Mad

I am paying for a service that I am not getting, give me a break. Can anyone with more knowledge than the Vonage Tech Support Team possibly give me some ideas? I am at a loss at this point. Can I request them to update the firmware on my PAP2 device or do they do that on a normal basis anyway?

Posts: 215 · Vonage Forum Master Joined: Nov 24, 2004 Posts: 215

I work for Vonage tech Support, and I certianly know what I am talking about. There are a lot of new people and some of they are not aware of how exactly the system operates. What is your account number, I wil look into your account and device and see whats going on. PM me your account number.

Joe
Tier II Tech

Posts: 1 · New Forum Member Joined: Mar 03, 2005 Posts: 1

I, too, have been having similar problems the past few weeks. Terrible clarity, dropped calls in and out. Now my fax line coming in doesn't work, even on different machines, although I can send faxes..

Tried to call, was put on hold for a half hour, then silence.

[Admin Edit]

Posts: 244 · Posted: Thu Mar 03, 2005 1:25 pm Post subject:

probably not a good idea to post your account number like that friend.

Posts: 215 · Vonage Forum Master Joined: Nov 24, 2004 Posts: 215

Dont post the account number in the thread, PM it to me, and I will do my best to help.

Posts: 36 · Vonage Forum Junior Joined: Feb 24, 2005 Posts: 36

jdr30 wrote:

I work for Vonage tech Support...
Joe
Tier II Tech

Maybe you should pick up the phone when we call. Eek

Posts: 1 · New Forum Member Joined: Mar 03, 2005 Posts: 1

for clarity i believe you need a consistent upload and download speed of at least 128 kbps

Posts: 215 · Vonage Forum Master Joined: Nov 24, 2004 Posts: 215

jMon54 wrote:

jdr30 wrote:

I work for Vonage tech Support...
Joe
Tier II Tech

Maybe you should pick up the phone when we call. Eek

Yeah I know its bad trying to get through, not a lot of tech support people ... a lot of the new people really aren't too helpful either. Ill try to help you guys out as much as I can online. I created an email account just for problems with people on this website jdrvonage@gmail.com if you have any issues.

Posts: 31 · Vonage Forum Junior Joined: Mar 03, 2005 Posts: 31

I PM'ed it to you, let me know what you find.

Posts: 31 · Vonage Forum Junior Joined: Mar 03, 2005 Posts: 31

Road Runner just supplied me these numbers for my connection:

Average throughput 3mbits/sec
Download Speed 450kbs

I don't think the issue is bandwidth.