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sundansx
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Joined: Nov 28, 2005
Posts: 3

PostPosted: Mon Nov 28, 2005 10:13 pm    Post subject: Outgoing calls fine...Incoming calls garbled Reply with quote Back to top

1. Your location: Beaverton, OR, USA
2. Your ISP name and type: Comcast Cablemodem
3. Upload and download speeds: UP: 384Kb/s, DWN: 6Mbit/s

7. Issue you are experiencing ie dropped calls, choppy audio etc

I have been using Vonage for almost a year and it has been pretty good until lately. For the last couple of months, incoming phone calls break up a lot and the voice is garbled to the point that I can't understand it. This applies to local calls from my neighbor as well as interstate calls from my parents. Almost everytime I have the person calling hang up and I call them back. the voice quality is much better and is what I have experience in the past from Vonage.
Tonight I talked to a Vonage tech support rep and he had me put my voice adapter between the cable modem and my router to eliminate router issues. Didnt help.
If I remember correctly this started really messing up about 2-3 months ago which is the same time that Comcast started offering their phone service. Coincidence?
Any one help?


4. Modem make and model
Toshiba Cablemodem model PCX2500

5. Type of Vonage adapter used ie RT31P2 or PAP2
Software Version: VT20_02.1.06
Bootrom Version: VT20_02.1.06
Hardware Version: Model: VT1000 Revision: 0 BSP: 1.2/0
Config File Version: 1133224600695/1002304884

6. Setup of Network ie Modem---->Vonage Adapter-->PC
Normal setup: Modem-->LinksysWRT54G_router-->Linksys_Switch(1GB)-->Vonage Phone Adapter
(PC is on the same switch)

Troubleshoot setup (setup to get results below):
Modem-->Vonage_Phone_Adapter-->LinksysRouter-->Linksys_Switch-->PC

8. DETAILED results from www.testyourvoip.com with a test call to Test Details from testyourvoip.com:

MOS Analysis from You TO Boston
MOS analysis chart
Media Quality
MOS
4.4 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 89.7%
Latency 0.04 6.7%
Packet Discards 0.02 3.3%
Packet Loss 0.00 0.0%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 225 ms
Packet Discards 0.1%
Packet Loss 0.0%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss
Jitter
Min: 0 ms
Avg: 8 ms
Max: 34 ms
Signaling Quality
Post-Dial Delay 156 ms
Call Setup Time 172 ms
Media Delay 360 ms

MOS Analysis FROM Boston To You
MOS analysis chart
Media Quality
MOS
4.2 / 5.0
(Best with G.711 is 4.4)


Degradation Sources
Codec 0.57 70.7%
Latency 0.05 6.4%
Packet Discards 0.00 0.0%
Packet Loss 0.18 22.8%
Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 225 ms
Packet Discards 0.0%
Packet Loss 0.7%
Loss Periods
Min: 20 ms
Avg: 20 ms
Max: 20 ms
Random Loss
Jitter
Min: 4 ms
Avg: 7 ms
Max: 26 ms
Signaling Quality
Post-Pickup Delay 162 ms
Call Setup Time 167 ms
Media Delay 196 ms[B]
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Trowski
Vonage Forum MVM
Vonage Forum <b>MVM</b>


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

PostPosted: Mon Nov 28, 2005 10:17 pm    Post subject: Reply with quote Back to top

Well, you do have some packetloss on the incoming. That could be giving you some headaches. I might try downloading PingPlotter and run it for a while to see where the loss may be occuring.

As for Comcast, there seem to be some more issues with them, but I am not putting on the tinfoil hat quite yet.

_________________
-------------------------------------
Eastern Connecticut Cable--WRT54G---RTP300--Uniden True 8866
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sundansx
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New Forum Member


Joined: Nov 28, 2005
Posts: 3

PostPosted: Mon Nov 28, 2005 10:31 pm    Post subject: Reply with quote Back to top

I would think that Packet loss of 0.7% would cause very minor speech problems, but my callers voice is VERY hard to understand. I get about 25% of the voice information to my ear. And I just say "yeah" and "oh yeah" a lot.
thanks.
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Mr_Sorento
Vonage Forum Senior
Vonage Forum Senior


Joined: Sep 19, 2005
Posts: 122
Location: Illinois

PostPosted: Tue Nov 29, 2005 9:11 pm    Post subject: Reply with quote Back to top

The issue you're describing, I have had lately for the past 2-3 weeks with my outbound audio. All of my inbound calls have all been very clear both ways. I spoke with a rep last week and he moved me from the proxy server I was on to a real server that he said he knows works. He said Vonage has been adding lots of new proxy servers for the past couple of months to handle all of the new increased call volume. I believe these new proxy servers are not doing a very good job and the more Vonage hears from its customers that there is a problem with calls (either inbound or outbound), hopefully, someone will figure out what the problem is. I thought the same thing about Comcast too, however, after running all of my speed tests, Vonage determined I had good speed and network connections and felt it was possibly something on their end. You think?

_________________
Mr. Sorento Smile
ISP: Charter Cable - 30 Mbps Down / 4M Up

Cable Modem
---------|--> Linksys WRT54GL Firewall Router --> PC
-----------------------| --> Vonage V-Portal --> Phone line


Vonage customer since August 2005
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n0xlf
New Forum Member
New Forum Member


Joined: Dec 05, 2005
Posts: 2

PostPosted: Mon Dec 05, 2005 9:05 pm    Post subject: Reply with quote Back to top

You can add me to this list - I'm surprised that more people don't seem to be having this problem (or at least aren't posting about it)...

Vonage doesn't seem to know what it is...They changed the server I'm on tonight, and that didn't help at all...

This is only for incoming calls, and more so during prime time hours...Vonage-Vonage calls are fine too...
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sundansx
New Forum Member
New Forum Member


Joined: Nov 28, 2005
Posts: 3

PostPosted: Mon Dec 05, 2005 11:04 pm    Post subject: Reply with quote Back to top

I just talked to a tech support guy and he is forwarding my issue to the engineering dept. He said that they are working on known issue with calls routed to/from the regular phone network (RTP Relay->BSDN switch) with some customers.
He gave me a Vonage to Vonage call and it sounded great, then he called me via the regular phone network (POTS) so that a couple of BSDN switches were in the loop. For these calls (2 of them) incoming voice was REALLY breaking up as I have been experiencing; and on his end it was breaking up also-didn't sound like it was quite as bad, though. He has collected info from my phone adapter as it was in diagnostic mode during these calls.
He is going to give me status updates as the investigation progresses and I will try to post them here.
He said that i was already on one of the original servers, so that it was likely not causing the issue.
As this issue seems to be limited to some customers, and not others you might submit an email or call customer support to help gather data. He did say they were getting a lot of complaints about this problem.
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n0xlf
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New Forum Member


Joined: Dec 05, 2005
Posts: 2

PostPosted: Tue Dec 06, 2005 12:41 am    Post subject: Reply with quote Back to top

Sounds like this is a good start...As a correction to my response, I'm seeing this on both incoming and outgoing calls, but only on the downstream side, and outside of the Vonage network...
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