My Calls always get dropped

Posts: 20 · Vonage Forum Associate Joined: Nov 18, 2004 Posts: 20

Okay I'm not someone who complains about everything but as of late I don't or will ever use my vonage phone to make any calls anymore. Right now I'm just researching to find an option to replace vonage.

My problem is that EVERY single calls on the phone of lenght incoming or outgoing gets dropped. I will be in a deep conversation and next thing I know I hear a tick, dead sound then dial tone. I've been a vonage customer for over a year and I have never once called customer service. I just assume that it's what happens with this broadband phone so I just let it be.. however right now I cant take it anymore.

I'm to the point right now where if I need to make a phone call that will last more than a couple of mins I use my cellphone. I checked the dashboard on my account and last month I used less than 100 mins and I have the unlimited plan.

I guess my reason for posting this would be to find out if the service I'm getting is the norm.

I'm not over exaggerating but at least 95% or even more of calls I make with vonage lasting over 3 mins are dropped. My broadband service is through roadrunner in NYC.

Posts: 2257 · Posted: Fri Nov 11, 2005 10:25 am Post subject:

Vonage is my primary phone. I use it on multi-hour conference calls to work almost daily. I have found the voice quality to be consistently excellent as long as I'm not running heavy uploads at the same time. In the course of a week, with 6-8 hours on the phone, I *might* get one drop. They are very rare, and now that I've turned off QoS on my WRTP54G, I haven't even seen one.

Vonage even survives momentary Internet glitches that take down my IM clients and other connections, with just a brief silence while it recovers.

Is it a POTS line? No. But I depend on it for work, and so far so good.

I would run some bandwidth and VoIP quality tests. Also check with fewer/one phone or a non-wireless phone if you are using cordless in case it's interference.

If all of that checks out, you may have a defective adapter. Vonage should replace it if that seems to be the case.

Posts: 20 · Vonage Forum Associate Joined: Nov 18, 2004 Posts: 20

I have a VTech phone with the two handset... I'm not sure if that could be the problem. I have the Linksys adapter and my regular Linksys wireless router. I don't use any of the eternet ports on the adapter it's just there for the phone.

It's not really about call quality as my call quality is actually good. I've never been able to get 3 way calling to work. My only problem seems to be dropped calls. I have a very good connection to the internet and my wireless signal is security enabled so people and not using my signal.

I don't know.. I may just order from another service provider and do a 30 day trail then decide if I wanna keep vonage.

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

So how about running a test at www.testyour voip.com and posting the detailed results. Run a bandwidth test as well. Maybe we can spot something to account for your troubles.

Posts: 20 · Vonage Forum Associate Joined: Nov 18, 2004 Posts: 20

I did the test and I just copy and paste here.

Test Details
The information below explains why your call quality score (MOS) was less than perfect.

Find the results that you want more quickly...
Jump to: Media Quality Signaling Quality

MOS Analysis from You TO Sydney

Media Quality MOS 4.0 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 60.3%
Latency 0.09 9.1%
Packet Discards 0.29 30.5%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 343 ms
Packet Discards 1.1%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 0 ms
Avg: 7 ms
Max: 41 ms

Signaling Quality Post-Dial Delay 421 ms
Call Setup Time 437 ms
Media Delay 750 ms
MOS Analysis FROM Sydney To You

Media Quality MOS 4.3 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 86.1%
Latency 0.07 10.3%
Packet Discards 0.02 3.4%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 343 ms
Packet Discards 0.1%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss

Jitter Min: 4 ms
Avg: 8 ms
Max: 27 ms

Signaling Quality

Post-Pickup Delay 450 ms
Call Setup Time 442 ms
Media Delay 480 ms

Posts: 28 · Vonage Representative Joined: Nov 09, 2005 Posts: 28

call CS first.. you sound like a little kid that doesnt want to fight a bully at lunch time so you hide in the janitors closet.. there's a number of different factors that could lead to consistent dropped calls, and apparently you have no idea.. so ask someone who does heh.

Posts: 20 · Vonage Forum Associate Joined: Nov 18, 2004 Posts: 20

Thanks.. Well, I just called vonage and I spoke to a really nice guy in tech service and he was helpful. We basically went though my setup and my cordless phone and he said it's my phone's fault why I'm getting dropped calls.. I guess the phone and my wireless router use the same frequency 2.4 ghz. So I guess It's time to hit up walmart for a new phone.

Posts: 4751 · Vonage Forum **MVM** Joined: Aug 30, 2005 Posts: 4751

Now you know why the first response that many people get in this forum is "please post your upload and download speeds, details of a test call at www.testyour voip.com, and complete details of your setup and all the equipment in it".