Losing calls - all of a sudden

Posts: 28 · Vonage Forum Junior Joined: Nov 23, 2004 Posts: 28

I've had Vonage service for a year now and the only time i've had trouble was when my cable was out -

well - all of a sudden the last few days - i had numerous calls being dropped... both calls in and out and usually after only a few minutes of speaking... my line just goes dead.

any ideas of what this is or how it can be fixed?

thanks,
rachel

Posts: 3198 · Posted: Sat Dec 03, 2005 4:38 pm Post subject:

there's a reason the very first, top post is titled "What to post when having technical trouble with Vonage...."
read it and post the info.

Posts: 28 · Vonage Forum Junior Joined: Nov 23, 2004 Posts: 28

thanks - and sorry about that -

1. Your location -- Brooklyn, NY
2. Your ISP name and type (cable, DSL, wireless etc) Optimum Online, cable

3. Upload and download speeds
download speed : 44 kbps or 5.5 KB/sec.
upload speed : 908 kbps or 113.5 KB/sec
4. Modem make and model - motorola sb4200

5. Type of Vonage adapter used ie RT31P2 or PAP2
RT31P2

6. Setup of Network ie Modem---->Vonage Adapter-->PC
yes

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

8. DETAILED results from www.testyourvoip.com with a test call to Boston.

http://testyourvoip.com/details.html?id=PO5AKY

i scored a 3.9

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 Boston

Media Quality MOS 3.9 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.57 51.6%
Latency 0.00 0.0%
Packet Discards 0.54 48.4%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 110 ms
Packet Discards 1.5%
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: 47 ms

Signaling Quality Post-Dial Delay 47 ms
Call Setup Time 62 ms
Media Delay 156 ms
MOS Analysis FROM Boston To You

Media Quality MOS 4.1 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 65.4%
Latency 0.00 0.0%
Packet Discards 0.30 34.6%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 110 ms
Packet Discards 1.5%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 20 ms
Max: 40 ms
Random Loss

Jitter Min: 4 ms
Avg: 7 ms
Max: 43 ms

Signaling Quality Post-Pickup Delay 84 ms
Call Setup Time 90 ms
Media Delay 117 ms

Posts: 3198 · Posted: Sat Dec 03, 2005 5:01 pm Post subject:

your test results are less than stellar, and there's something way wrong with your download speed results. I'm sure it was a glitch with the speed test, unless you've noticed slow browsing and such the last few days also. try going to http://192.168.100.1 and posting your signal levels and other info.

Posts: 28 · Vonage Forum Junior Joined: Nov 23, 2004 Posts: 28

reebok wrote:

your test results are less than stellar, and there's something way wrong with your download speed results. I'm sure it was a glitch with the speed test, unless you've noticed slow browsing and such the last few days also. try going to http://192.168.100.1 and posting your signal levels and other info.

i'm not sure what to post from that page

Posts: 28 · Vonage Forum Junior Joined: Nov 23, 2004 Posts: 28

checking the speeds again - on this site -
i came up w/

Download 3,046,824 bps
Upload 930,552 bps
QOS 85%
RTT 51 ms
MaxPause 78 ms

Posts: 3198 · Posted: Sat Dec 03, 2005 5:31 pm Post subject:

should be a signal tab. post those.for instance:

Downstream Value
Frequency 645000000 Hz Locked
Signal to Noise Ratio 39 dB
Power Level 5 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 33008000 Hz Ranged
Power Level 43 dBmV

Posts: 28 · Vonage Forum Junior Joined: Nov 23, 2004 Posts: 28

Downstream Value
Frequency 603000000 Hz Locked
Signal to Noise Ratio 36 dB
Power Level 1 dBmV The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 26992000 Hz Ranged

Power Level 45 dBmV

Posts: 3198 · Posted: Sat Dec 03, 2005 6:39 pm Post subject:

fortunately or unfortunately those numbers look good. when they're bad, it's easier to get the isp to look more closely at your connection as the potential source of the problem. at this point, if you haven't tried a basic reset of the cable modem and Vonage router, try that just for fun. the only other thing I can think of would be to run www.pingplotter.com for a while to see if you can pinpoint where the packet drops and/or latency is coming from.

Posts: 39 · Posted: Sat Dec 03, 2005 6:46 pm Post subject:

Retry the statistics periodically throughout the day, especially in the evening and when you are having call dropout. You may be having difficulty when the neighbors start up BitTorrent or something.

I notice you answered "yes" to Network setup.

Can you show us how your devices layout?

Example:

Internet <---->Cable Modem<----->RT31P2<----->Switch<----->3PCs