Is my ISP blocking my VOIP?

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

I have had Vonage service since April 2005, and up until now the service has been great! But this past week I can't make or receive calls. First I called Vonage, who I must say the techs have been wonderful. I was emailed a program to run on my PC over night to detect packet loss and latency. (pingplotter) I did as requested, and what do you think we found? Major latency between the cable modem and the ISP. Of course Vonage referred me to my ISP (ChampionBroadband). I contacted them, I was told they do not support 3rd party Voip, and I should subscribe to their service, and upgrade my internet connection from 2mbps to 4mbps. They said it was Vonage's problem. I called Vonage back, the Tech (Kevin) ran a test, which showed where the problem was, and emailed me the results of the test to show the ISP. It seems the ISP is blocking the cable modem when the Vonage adapter goes into use, and there is a blockage at the ISP server. I ran a test of my own, I ran pingplotter for ten minutes, no blockage, then I picked up my phone and placed a call, immediately there was a 100% blockage on the cable modem. The cable co. states there is no blockage. I will be visiting the City on Monday, with a complaint to the cable liasion at City Hall.

Posts: 3198 · Posted: Sat Aug 06, 2005 5:26 pm Post subject:

where do you live? and what do you mean by "blockage"?

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

I live in Monrovia, CA.
There is a 100% packet loss and the latency jumps through the roof, untill the phone is turned back off. This is a continous loss as long as the phone is used. The line is choppy (very choppy) you can not understand any words spoken. Vonage lowered my packet size to 10 to compensate, but this has not helped.

Posts: 9 · New Forum Member Joined: Aug 01, 2005 Posts: 9

Holy cow.. I have the exact same problem and my provider is also Champion Broadband. I live in Pasadena. I am going to file a complaint with the FCC if it turns out that they are blocking my service...

My service problems started on Monday night.. Aug 1...When did your service problems start.. Please let me know if and when yours gets fixed.. I am just so frustrated...

Yes. I agree the Vonage reps have actually been great.. They are now changing my adaptor from the PAP2 to the RTp300.. lets see if that makes a difference..

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

It is almost impossible to get a supervisor on the line, (asleep at the wheel), we informed them of the issue with the modem and the server (IP address, aquired via Vonage test), once given that information they said, "Oh yes we are aware of the problem", when asked when it was going to be corrected, they stated "in the next few days", when asked for a definit time frame, they replied, "within the next few weeks", and "I don't know". Its funny we were never informed on calls prior that they had issues with any of the their servers or equipment, it was always Vonage's problem. The cable company is quick to tell you "all we have to do is supply a signal to your home, and nothing else". When the Cable tech came to the house on Friday, he said "I've been to five calls this week all with the same issue Vonage". The problem is, they delay the data (latency) and or loss of packets in and out of their servers, and have the ability to cripple the cable modem to surpress the bandwith. The reason, they want us to use their phone service, and when asked it their phone subscribers are having the same problem with the servers, the answer is "no", go figure. I love the portaility of my Vonage phone, one of the reasons I got it. And I will fight to the bitter end, even if it means switching to Adelphia (yuck).

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

Funny mine started the same time, Monday August 1st, and I too have the PAP2, but I purchased it from BestBuy. Keep me informed, I'd like to know if a change in adapters will help. I doubt it.

Posts: 9 · New Forum Member Joined: Aug 01, 2005 Posts: 9

Chatter wrote:

once given that information they said, "Oh yes we are aware of the problem.

Hi Chatter: Which supervisor said that they are aware of the problem.. the Vonage or Champion??.. I too want to get to the bottom of this.. hence I am prepared to have some patience.. Vonage did give me a couple weeks credit and they call me almost everyday to see if the problem got fixed..

Posts: 1 · New Forum Member Joined: Aug 07, 2005 Posts: 1

I just got off the phone with a Vonage Tech and it is important to put the Vonage router first in the line from the modem and that your cable or other modem be up to date and gooble as little bandwidth as possible. Try those things and see if it improves the signal

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

Our cable companies modems are DOCSIS 1.1, which Vonage said was compliant. We have replaced the modem with the cable company, and we have the Vonage phone adapter, not the router-phone adapter. Today I am house sitting for my sister-in-law. We brought the phone adapter with us, and it works perfectly here (Adelphia cable) in Chino Hills, CA. This is the main reason for purchasing Vonage phone service, we can take it with us when we go out of town.

Posts: 19 · Vonage Forum Associate Joined: Aug 06, 2005 Posts: 19

The Champion Broadband supervisor, said they were having problems with two servers. No ETA on repair, and no guarentee that our service will be as before. Again they wanted us to upgrade our internet speed (move from 2 Mbps to 4 Mbps), and take their phone service.