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Navid200
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Joined: Oct 25, 2005
Posts: 26

PostPosted: Sat Oct 29, 2005 10:02 pm    Post subject: Background white noise! RESOLVED! Reply with quote Back to top

Hello,

I am in North Carolina.
I have Road Runner from Time Warner (Cable).
I have a PAP2, which is connected to my Linksys WRT54G router. The router is connected to my Toshiba cable modem.

I checked my speeds. The download and upload speeds are 4795kbps and 360kbps. I get a score of 4.4 from the testyourvoip site for Boston or Montreal and 4 for London and 4.2 for Helsinki.

When I am on the phone, I hear a slight background white noise. Is there anything I can do to reduce this noise?
Do I have to set up PAP2 or my router? I just powered PAP2 and connected it to my router. That's all I did and it works. The only problem I have is this hiss!

Thanks,

Navid


Last edited by Navid200 on Tue Nov 01, 2005 10:20 pm; edited 1 time in total
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ChrisFix
Vonage Forum Master
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Joined: Sep 06, 2005
Posts: 282
Location: North Carolina

PostPosted: Sat Oct 29, 2005 10:22 pm    Post subject: Reply with quote Back to top

I have the PAP2 also on TWC RoadRunner in NC through the WRT54G. The first PAP2 I bought from CC had a lot of white noise. I did a little research and found a couple of work-around solutions that reduced the noise considerably. I actually returned the PAP2 to CC and got another one that has no noise at all, so there is the possibility that you have a unit that works, but has a defect. The two tips that worked are:

1- Connect a phone to Line 2 and place it Off-Hook. This made the noise almost disappear when the Line 2 phone was off-hook. ( A phone cord plugged in with the center conductors twisted together provides the same effect).

2 - If the off-hook phone in Line 2 works, you can have Customer Service re-assign your primary line to Line 2. This had the same effect as the off-hook phone without the need to actually have a non-functional phone attached.

As I said earlier, I returned the PAP2 and the repacement didn't and hasn't had the same white noise problem. I believe the excessive noise is a manufacturing defect that a fair number of the PAP2s have. One other observation I made was that the default receive volume on the PAP2 is set very high - i.e. the sound level is very loud - which exagerates the normal level of electronic noise to a possibly unexceptable level. You can call Customer Service and have them set the receive level down a couple of notches if you find this to be the case with your setup.
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Navid200
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Joined: Oct 25, 2005
Posts: 26

PostPosted: Sun Oct 30, 2005 8:22 am    Post subject: Reply with quote Back to top

You are right.
After reading your post, I called my office number and listened to the answering machine. It is definitely too loud compared to my POTs.

I am going to call Vonage to see if they can reduce the volume.

Thanks
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Navid200
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Joined: Oct 25, 2005
Posts: 26

PostPosted: Sun Oct 30, 2005 9:33 am    Post subject: Reply with quote Back to top

I called customer service and spoke with someone who seemed to want to help! However, he told me that he could not control the volume.

He asked if there was a volume control on my handset. I told him that when I disconnected from Vonage and connected to my POTs, the volume is lower. He insisted that since the services are different, they are not supposed to have the same volume!

Anyway, I suggested that he puts the line on line 2. That did not fix the problem. He tried a few other things and every time, I had to hang up and he called me again. So, he suggested that I try replacing the adapter. I bought this adapter from Circuit City. The problem is that I don't want to go to Circuit City and return this and get another one and find out that it is the same or even worse find out that it got even worse!

So, I don't know what to do now.
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ChrisFix
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Joined: Sep 06, 2005
Posts: 282
Location: North Carolina

PostPosted: Sun Oct 30, 2005 10:45 am    Post subject: Reply with quote Back to top

I think the Customer Service rep is wrong regarding the receive volume. I called and the said they adjusted it for me - and it certainly seems lower to me. Without the ability to see the PAP2 configuration screens (locked by Vonage) I can't say with certainty, but I am pretty sure that the receive volume is an adjustable setting. I wouldn't hesitate to call back and just start over with a different rep to see where that goes. Don't be shy about insisting to speak with the next level of support if they haven't helped you.

As far as returning the adapter to CC, that is certainly your decision to make. I just want to make sure you know that there should be almost no white noise when it is working correctly. My first one had a very audible amount of noise, that initially I thought was just how it worked until I tested it with a second off-hook phone connected to port 2 (like we talked about above), and the noise level dropped 80% or so. With my current PAP2, if the volume is at a normal level (not quiet but not ear pounding like it was by default), I can only hear what is commonly described as 'comfort noise' - just enough background to indicate you have a connection. Comfort noise is used in Voip because a totally silent line sounds like a dead connection to many people - silly but true. If the line 2 trick doesn't work, your problem may only be with the default volume level being too high - again I can only suggest you try CS again and see if you can't get that resolved.

By the way, do you have a phone with a volume adjustment? If so, if you lower the volume to a normal level, does the excess white noise go away?
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galion
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Joined: Aug 11, 2005
Posts: 233
Location: Midwest USA

PostPosted: Sun Oct 30, 2005 10:59 am    Post subject: Reply with quote Back to top

This problem reminds me of something I sure wish the big box stores would add to their service: set up the adapter before you leave the store. Here's a suggestion. Call Circuit City. Ask for a manager. Tell the manager your problem. Tell him you want to test an adapter before you leave. You know Circuit City has internet access. Take your old adapter and your account information. Trade the adpater for a new one. Hook up to Circuit City's internet. Call Vonage Customer Service on Circuit City's phone and set up the new adapter. You will know before you leave the store. I would be very surprised if they didn't agree to help in this way.

Store managers, if you are listening this is a sure way to make your Voip customers love you. Work with Vonage and figure a way to test and set up adapters before the customer leaves the store. Both you and the customer will benefit. Of course the customer will need to know if they have anything special at home such as a fixed IP address instead of DHCP, but how often is that going to occur? At least you will know the adapter works!

_________________
Vonage Voip Enabled August 3, 2005
Roadrunner Cable Modem (Motorola)
Linksys PAP2-VD connected to a Linksys WRT54G
The days of thousands of pounds of copper wires hanging on poles are coming to an end.
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Navid200
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Joined: Oct 25, 2005
Posts: 26

PostPosted: Sun Oct 30, 2005 11:25 am    Post subject: Reply with quote Back to top

When I connect a second phone to port 2 and leave it of hook, it does not make any difference.

My phone has volume control. But, every time I hang up, the volume goes back to default. Reducing the volume reduces the hiss. But, the volume is obviously too high.

I checked the firmware version of PAP2 and it is 3.1.6. Is that the latest?

Would it make any help if I get a line splitter from Radio Shack and put two phones on the same line? Would that reduce the volume?
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ChrisFix
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Joined: Sep 06, 2005
Posts: 282
Location: North Carolina

PostPosted: Sun Oct 30, 2005 11:55 am    Post subject: Reply with quote Back to top

Navid200 wrote:
When I connect a second phone to port 2 and leave it of hook, it does not make any difference.

My phone has volume control. But, every time I hang up, the volume goes back to default. Reducing the volume reduces the hiss. But, the volume is obviously too high.

I checked the firmware version of PAP2 and it is 3.1.6. Is that the latest?

Would it make any help if I get a line splitter from Radio Shack and put two phones on the same line? Would that reduce the volume?


Firmware version 3.1.6 is the current PAP2 firmware that Vonage is using. It's a pity the phone volume isn't persistent, because it sounds like that is all you need. A splitter won't help reduce the volume. Do try to call CS again and have them reduce the receive volume setting - I've found I usually get a tech in NJ (who tend to have better training and are easy to talk with) if I go through their menu (732-650-6699) and select:
#5 - Service Issues
#4 - Problems making or receiving calls
#5 - Other Issues
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Navid200
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Joined: Oct 25, 2005
Posts: 26

PostPosted: Sun Oct 30, 2005 12:09 pm    Post subject: Reply with quote Back to top

I called CS again talking to someone else. He was able to find some gain settings. After multiple changes, every time having to hang up and reboot the adapter and waiting for his call, the volume decreased. But, the background noise is still there.

I am going to go to Circuit City now to see if they are willing to keep my adapter while I try a new one. I don't want things to get worse if they do not get better! If the new one I get is worse, I hope to be able to go back to the store and get it back in case I decide to stay with Vonage.

Thanks for your help,

Navid
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ChrisFix
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Joined: Sep 06, 2005
Posts: 282
Location: North Carolina

PostPosted: Sun Oct 30, 2005 12:37 pm    Post subject: Reply with quote Back to top

A quick test you can do that might help you is to simply plug the power cord of the adapter in and connect a phone to line 1 or line 2. With the noisy adapter I had, it was noisy even when not connected to Vonage. I tested my current adapter this way before connecting it to Vonage.
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