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sanannbass
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Joined: Nov 03, 2005
Posts: 32
Location: Florida

PostPosted: Thu Nov 03, 2005 3:25 pm    Post subject: Having 2 problems. Reply with quote Back to top

New to the forum and wanted to say hello. First of all, I love the service. However some problems have come up. I have 2 lines. They worked great for a few months and then the problems started to creep in. Garbled speech was the first issue. I adjusted the Bandwidth to 30 Kbps (+-4KBps). My upload is between 300 to 350 Kbps (35 to 40 KBps) Called many times and was told it was ISP problems. I contacted ISP and they say it is Vonage problem. So I ran pingplotter, download off the internet, and noticed that there were 16 drops between my isp and Vonage with lots of packet loss. 4 to 6 ms response between me and my ISP so I don't think it is an ISP issue. Asked them about what they could do and CSR (Mike) suggested to adjust the jitter settings on router. These are settings we cannot get too. I then lost the phone call with the technician and tried to call him back. However, 3 different CSR's said they did not know who Mike was and they did not know anything about this setting. Does anyone have any special numbers for their 2nd or 3rd level techs. Or is anyone familier with this?

Second problem. When there is abundant network traffic, Monday and Tuesday mornings especially, it seems that I will drop calls and the Phone Adapter would reset. Not sure what was causing so I asked for another Adapter for which I just installed it. Anyone have this problem before?

Sorry for it being so wordy. Thanks for the help.
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ColdGin
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Joined: Oct 03, 2005
Posts: 423

PostPosted: Thu Nov 03, 2005 3:34 pm    Post subject: Reply with quote Back to top

any decent tech here should know what the jitter setting means and how to access it (if they don't know, ask to speak to someone else, quickly)- it allows your device to compensate for larger gaps of time between packets. If you have consistent 4-6ms response times all across the board, jitter level won't make any difference except to make the CPU on the router work harder for no reason.

With your upload speed there is no reason not to use the HIGH quality codec. One thing I would try playing with is a smaller packetization rate, probably 10ms would do the trick. This packs less audio into each packet, so if a packet is dropped, it is not as noticable. If you are experiencing heavy packet loss then there truly is nothing Vonage can do. We can't control some Level3 Router in Colorado that your ISP chooses to route traffic through, even if it's losing 80% of your data.

We don't use pingplotter so much anymore. Go to broadbandreports.com and run the linequality/packet loss test to your WAN IP and you can see the names of the machines that are losing the data, also other users who report the same problems on the same machine, and more.
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sanannbass
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Joined: Nov 03, 2005
Posts: 32
Location: Florida

PostPosted: Thu Nov 03, 2005 3:49 pm    Post subject: Reply with quote Back to top

Thanks, Pingplotter is very helpful. I then dig deeper into the servers that are having the problems. I find that they all belong to other ISP's. So fixing that problem will take until Christmas.......2006. Wink The problem with talking to support, is that for each person I speak to, they route me to another that takes 20 mins to answer. So I thought I would check this forum.
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