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ww
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Joined: Nov 01, 2005
Posts: 3

PostPosted: Tue Nov 01, 2005 6:31 pm    Post subject: dropped calls, slower browsing, connection refused msgs. Reply with quote Back to top

location: Colorado
ISP: Adelphia / Cable
Speeds: Communications 1.8 megabits per second
Storage 224.8 kilobytes per second
1MB file download 4.6 seconds
Modem: Motorola Surfboard SB5100
V Adapt: Linksys RTP300
Setup: wall - modem - Vonage adapt direct to pc and phone
Issues: When I connect the RTP300, my internet browsing slows dramatically. I consistently drop calls. I regularly experience the phenomenon of I can hear them, but they can't hear me. Sometimes, I lose my internet connection. And, I often get browser errors such as, 'The connection was refused when attempting to contact www.zzz.com.'

When I remove the RTP300, my internet connection, speeds, etc., are great.

I've rebooted, power cycled, and replaced cords. What next?
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Steve48
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PostPosted: Tue Nov 01, 2005 7:41 pm    Post subject: Reply with quote Back to top

It's a tossup between a customer service call to Vonage or one to your ISP. I'd go with Vonage first. Before you call either one, it might be a good idea to run a test at www.testyourvoip.com. Record the results and be ready to provide them to the Vonage CS technician. Since inserting the RTP300 seems to be causing the problem, do the test with and without the RTP in the circuit.

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Steve Gray
Orlando, FL
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ww
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PostPosted: Wed Nov 02, 2005 11:40 am    Post subject: testyourvoip Reply with quote Back to top

I've visited testyourvoip.com several times. My results vary dramatically each time I test. I've sent an email to Vonage tech support, but they have not replied. As for my ISP, they actually recabled my whole block and brought a new modem to me. I have no issues whatsoever without the Linksys. I'm going to call Vonage again, but it's frustrating to wait 10 minutes on hold only to have the call drop.
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Steve48
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PostPosted: Wed Nov 02, 2005 7:05 pm    Post subject: Re: testyourvoip Reply with quote Back to top

ww wrote:
I've visited testyourvoip.com several times. My results vary dramatically each time I test. I've sent an email to Vonage tech support, but they have not replied. As for my ISP, they actually recabled my whole block and brought a new modem to me. I have no issues whatsoever without the Linksys. I'm going to call Vonage again, but it's frustrating to wait 10 minutes on hold only to have the call drop.


It might be a good idea to do the testyourvoip test with the adapter removed, since you've reported that it seems to be adversely affecting your internet performance. After that, call customer service again. I agree that it's frustrating, but Vonage Email support just doesn't make it, so you have no choice. Of course, if you continue to get dramatic test variation with the adapter removed, then you need to talk to your ISP.

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Steve Gray
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libbyloo
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PostPosted: Thu Nov 03, 2005 7:51 am    Post subject: Reply with quote Back to top

The message is that the Internet connection works just fine without Vonage's router, so why would you make a recommendation to call the ISP? This is where ISP gets pissed off because it costs them money to field another company's problem calls. I would call Vonage instead.

I recommend all to think through the problems you may experience before you decide to call your ISPs - especially your internet connection is fine without the Vonage router. If it's the ISP's problem, by all means call them. But only after you made your thought through decision.

Let me just say this. I use RoadRunner and Roadrunner almost never have any problems. If some thing is not working right with my Vonage, it's most likely at Vonage's end.

So don't give any more excuses for ISPs to charge your more money. When the day comes that ISP starts to charge you extra to use Voip connection, then call them every single day just to chat about the weather.
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ww
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PostPosted: Thu Nov 03, 2005 10:32 am    Post subject: my isp Reply with quote Back to top

Libbyloo,
Thank you for your post re. leaving ISPs alone. The thing is, my ISP has been great. They even found a bad splice on my block and recabled the whole block (just because of my complaints). They switched out my modem, changed the configuration in my building, everything. And, they usually respond the same day I call. Now, granted I live in a very small town, but that's great service. My ugliness has been with Vonage...well, I think the hardware they sent, not necessarily their service.

-ww
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Steve48
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PostPosted: Thu Nov 03, 2005 7:31 pm    Post subject: Reply with quote Back to top

libbyloo wrote:
The message is that the Internet connection works just fine without Vonage's router, so why would you make a recommendation to call the ISP?


Keep in mind that I said he should call Vonage first, unless he continued to get dramatically varying test results at testyourvoip with the adapter removed.

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ColdGin
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Posts: 423

PostPosted: Thu Nov 03, 2005 9:56 pm    Post subject: Reply with quote Back to top

Forget all this ISP-centric rhetoric!

How many times have I had to send customers to complain to their ISP because there is packet loss all over the place, or how many times have I been the one to burst a person's bubble :

"Well, I got the super extreme Mega-Bandwidth package, so my speeds aren't a problem"
"Uh, sir, well, yes, they are."
"Does this mean I'm not getting a free router?"

Because they found out they are paying for 6megs and not even getting one.

They call the ISP, the ISP preys upon the fact that most consumer don't know the difference between a real-time, best effort ,UDP audio stream coming in to their modem and the momentary, connection oriented, error corrected, flow controlled, TCP connection of an email or web page.

"Can you open a web page?"
"Um, well, yeah...gradually..."
"Then call Vonage back. Your internet is fine."
"But, I ran 75 speedtests from 15 different sites over 4 days time!"
"I said, your internet is fine! What, did you think we were going to send someone out to your house? Ha! Now go call Vonage!"
"Yes, sir. (whimper)"


I tell people all the time, if I called my ISP, and they talked to me like I was crazy, and simply didn't believe that I had a problem, or deserved attention, they would not remain my ISP for very long. Granted not everyone has chioces in their area and so have to deal with whatever they get.

I guess the gist of all this is that customers need to do some research before they call anyone. Some problems are Vonage problems, some are ISP, some are even Linksys problems. It's the trick of knowing which is which.

One of the greatest tools out there, IMO, is the line quality/packet loss test from broadbandreports.com. You can see exactly where the packet loss is and what the name and IP address of the lossy machine is. If the first hop router from your house has packet loss, why would you call Vonage? There are also numerous speedtests to be found there as well.

If you are having people report that they can't hear you well, check your upload speed, as soon as possible after it happens. Intermittent ISP problems are tough to pin down and prove. If you find out from more than one source, from behind your Vonage router and in front, that the Sooper Elite Ultra Bandwidth package you are paying for is actually more like dialup, that's an ISP problem that your Vonage difficulties are symptoms of.

If you dial your mom's number and get connected to 1-800-Bowflex, that's a Vonage problem. If you go to leave a voicemail and you hear someone else's greeting, that's a Vonage problem. If your router reboots on its own every 30 seconds, or even every 30 days, that's a Vonage problem. If you get billed for 49 calls to Libya that you didn't make, that's a Vonage call too.

I know people's phone service or lack thereof can make them very emotional and even irrational. One customer (a man) was absolutely hysterical about his caller ID timestamp being one hour off. You would have thought his kid's life hung in the balance. (I did fix it).

I have actually had people threaten my life if I couldn't get their number transferred over to Vonage before the next business day. (he was 3 days past the minimum time frame).Think about how insane that is.

Now, don't get me wrong, your phone service should work right, absolutely true. I do everything I can to resolve your problems as quick as I can. A lot of people realize this is new technology and there are going to be kinks at first, we just have to make the rest of the world (at least the Vonage customers) understand.
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