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Poll

Anyone else experiencing slowdowns with Time Warner Cable?
Yes I do but the switch specified (tbr1-cl14.n54ny.ip.att.net [12.122.10.1]) is not the one I have problems with
0%
 0%  [ 0 ]
Yes I do and the switch specified (tbr1-cl14.n54ny.ip.att.net [12.122.10.1]) is the one I have problems with.
50%
 50%  [ 1 ]
My ISP is TWC San Diego
50%
 50%  [ 1 ]
Total Votes : 2

Author Message
StepNjump
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2005
Posts: 12

PostPosted: Mon Oct 17, 2005 5:13 am    Post subject: Choppy audio in San Diego on RECEPTION Reply with quote Back to top

Maybe someone here may be able to help. I spent days trying to figure out this one and TWC is not trying to help at all other than tell me it's not their problem as I don't have their Voip phone but Vonage instead.


Vonage ticket number: 3160758
Spoke with Richard today who tried desparately to help but unfortunately I spent my entire day fighting the Time Warner Cable people to no avail.

Location: San Diego, CA
ISP name: Time Warner Cable twcsd.com via cable internet
upload speed: Varies between 50 and 250 kbps
Download speed: Usually around 2.9 Mbps
Modem: Motorola Surfboard SB4200
Router: D-Link DI-524 (hardwired through CAT-5 to ATA)
ATA: Cisco 186-I1
ATA firmware: Latest
Network setup: Motorola modem -> D-Link router -> ATA
Issues experienced: Choppy audio for 10 seconds at a time every 30 seconds to 1 minute on reception mostly.

Details from testyourvoip.com are included below:

Montreal to San Diego (where the Voip line is located)
Note the 78% packet loss!!!!!

MOS
2.0 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 19.1%
Latency 0.09 2.9%
Packet Discards 0.00 0.0%
Packet Loss 2.35 78.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 257 ms
Packet Discards 0.0%
Packet Loss 10.8%
Loss Periods
Min: 20 ms
Avg: 100 ms
Max: 260 ms
Burst Loss
Jitter
Min: 4 ms
Avg: 7 ms
Max: 280 ms
Signaling Quality
Post-Pickup Delay 960 ms
Call Setup Time 972 ms
Media Delay 991 ms

San Diego to Montreal

MOS
4.2 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 68.1%
Latency 0.05 6.3%
Packet Discards 0.21 25.5%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 257 ms
Packet Discards 0.9%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss
Jitter
Min: 0 ms
Avg: 5 ms
Max: 48 ms
Signaling Quality
Post-Dial Delay 953 ms
Call Setup Time 969 ms
Media Delay 3016 ms



My results are 2.0/5.0 from montreal to san diego and
4.5/5.0 from san diego to montreal

I live in San Diego and that's exactly the problem I'm having: keeps breaking up when listening to people I talk to.
I've done testing all day and found out that most of the time, my upload speed is below the Vonage requirement of 90 kbps. Most times I'm around 70 kbps.

And that's not all...

I've done traceroutes and while most hops are usually well within 100 ms, there is a switch at AT&T NYC that's giving me the following results:

13 2941 ms * 85 ms tbr1-cl14.n54ny.ip.att.net [12.122.10.1]

If you guys want to test it to, just go to RUN and type CMD
then type:
tracert 12.144.47.129 (that's the Vonage server IP address)

Don't do it just once, keep doing it until eventually you see the big numbers appear. and then clip and paste it in here so we can all share the information together.

ms stands for milliseconds 1 thousand's of a second.
This represents the amount of time it takes a specific packet to go from server to server. If you see anything larger than say 500 ms, that's not normal.

Please report that switch to Vonage and your internet carrier.
Time Warner gives me the run around and tells me there's nothing they can do about it....

Strangely all of this started happening when after they wanted to sell me their Voip phone service and I told them I was with Vonage already, soon thereafter I was starting to have the problem.

Coincidence? Who knows... but I know I had been using Vonage for over 2 years before and it was always as clear as a bell.

If anyone has a suggestion, I would be thrilled.

Pete, StepNjump
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Mon Oct 17, 2005 10:26 am    Post subject: Reply with quote Back to top

ZOINKS!!!!!!
What I would do is download the free trial of pingplotter at www.pingplotter.com and run it for awhile. I know with Adelphia I had to use UDP packets on pingplotter.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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Vonager
Vonage Forum Senior
Vonage Forum Senior


Joined: Aug 16, 2005
Posts: 132

PostPosted: Mon Oct 17, 2005 5:44 pm    Post subject: Reply with quote Back to top

How about test results to/from Boston?
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StepNjump
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2005
Posts: 12

PostPosted: Tue Oct 18, 2005 1:53 am    Post subject: Boston Reply with quote Back to top

Vonager,

Just did the test right now and I get a 4.0/5.0 but I bet you if I try again later, it might be just as bad. I will keep on trying.

Pete.
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StepNjump
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2005
Posts: 12

PostPosted: Tue Oct 18, 2005 2:47 am    Post subject: Reply with quote Back to top

Tested 4 times now Montreal and Boston and it seems to be consistently good tonight.
Maybe they did something at Vonage or Road Runner....

Who knows....

Haven't used the phone yet though.

10/18/05 03:28 AM EDT 24.165.14.67 Boston G.711 3.9 4.3
10/18/05 02:54 AM EDT 24.165.14.67 Boston G.711 4.1 4.4
10/18/05 02:52 AM EDT 24.165.14.67 Boston G.711 4.0 4.4
10/17/05 06:16 PM EDT 24.165.14.67 Montreal G.711 4.3 4.4
10/17/05 06:42 AM EDT 24.165.14.67 Montreal G.729 3.9 2.8
10/17/05 06:41 AM EDT 24.165.14.67 Montreal G.711 3.7 4.2
10/17/05 05:31 AM EDT 24.165.14.67 Montreal G.711 4.2 2.0
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NHTracker
Vonage Forum Senior
Vonage Forum Senior


Joined: Mar 23, 2005
Posts: 134

PostPosted: Tue Oct 18, 2005 5:33 pm    Post subject: Reply with quote Back to top

Your not alone in this. I have TWC Houston and have experienced choppy audio that is so bad that I don't think I can keep Vonage anymore.
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StepNjump
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2005
Posts: 12

PostPosted: Tue Oct 18, 2005 6:47 pm    Post subject: Reply with quote Back to top

This is sad because Vonage is a great service.

It's strange to know that all of this happened after TWC started offering Voip service, don't you think?

Please answer the survey at the top of your page so we can trace how many people are experiencing problems.

I think a class action suit may be a future possibility if a lot of us are having trouble with them.

On DSL I had no problem but their customer service is real bad.
I will also ask Vonage to credit me some $$$ for all my time lost.

Maybe they will start investigating a little more agressively when they realize that a lot of people with TWC/Road Blocker are dropping like flies from the Vonage service.

Do you know any other Voip service like Vonage with such good pricing?

I should get paid for doing all their investigations. I should get paid by both companies, not just one. C'mon guys, get your hands out of your pockets....

Richard and Bob from Vonage never bothered to follow up on this and call me back like they say they would do in over 2 days now.

4 days lost... Dammit. Nice vacation for a change.
Pete.
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Oct 18, 2005 7:03 pm    Post subject: Reply with quote Back to top

If you are openly admitting (correct me if I am wrong) that the issue is a TWC issue, why would Vonage credit your account? I am not trying to sound like an ass, but I don't understand that thinking.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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StepNjump
Vonage Forum Associate
Vonage Forum Associate


Joined: Oct 17, 2005
Posts: 12

PostPosted: Tue Oct 18, 2005 7:50 pm    Post subject: Reply with quote Back to top

Good point but I think Vonage should at least follow up or at least acknowledge all troubleshooting emails I send them, no?

Also as explained above, there is an AT&T switch that strangely happens to be in the same IP segment as Vonage servers 12.xxx.xxx.xxx

And if it were only to keep my business as a loyal Vonage customer? To make a customer feel like his time is valuable? Especially someone who made Vonage become what it's become now by paying over 1000$ to that company so far!

Time Warner Cable doesn't care about OUR problems because they have a Voip system they sell and they want people to use theirs.
Vonage has full pockets to initiate a court action against them, I don't...

And I have no more time to loose on the issue.
I've tried SBC DSL and their customer service **** so I won't go back with them either with all their adjustments, credits, and headaches...

I will not be forced to go with TWC Voip service because this is the land of the free as they say.

I love Vonage but If this doesn't get resolved within the end of the month, you guys will lose a customer that was bragging about you in a very good way to a lot of people.

Great price but I'm sorry to say but customer service at Vonage, I'm sorry to say is really NOT that great. You ought to work on that portion of your company a little bit more I think.

I'm really at your service if you want me to help you help us but otherwise, I will just drop it. Not worth my time at this point.


Good day,

Pete.
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


Joined: May 16, 2005
Posts: 1389
Location: Putnam, CT

PostPosted: Tue Oct 18, 2005 8:54 pm    Post subject: Reply with quote Back to top

I understand...
But myself and others here, who are far more knowledgable than myself, are giving you suggestions. Personally, I would try people here before I call CS.
Yesterday you seemed pleased enough with Vonage's service to add a toll free #

StepNjump wrote:
Eh guys,

I like Vonage so much that today I activated an 1-888 number (4.95$ per month. Priced right).

Is there a way to know in any way when someone is calling on the toll free line?

Different ring tone, etc...

I would like a different ring tone or some way to know when someone is calling on my virtual phone number too...

Any suggestions?


Did it get THAT bad in the course of two days or so?

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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