on received calls, callers hear me but I can't hear them

Posts: 8 · New Forum Member Joined: Dec 16, 2005 Posts: 8

We have a business with just three employess and three Vonage lines on a multiline phone system.

I am having intermittent problems where callers are ringing in and I pick up the line and hear absolutely nothing on the other end.

I usually get the caller ID and call the people back and they comment that they could hear me ok.

It seems to affect mobile phones and unkown caller ID numbers the most.

I have been calling vonage all week to no avail.. They tell me everything is fine on their end.

Using two RTP300's behind a Linksys WRT54G router. Have QoS enabled to give priority to the two RTP300's...

So far have only noticed the problem on the main incoming line. First one in the call hunt group

Have the three lines arranged in a call hunt group.

If I don't get this fixed soon I will have to cancel the service..

Any suggestions?

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

It sounds as if it's time to call Vonage and escalate it. Get a supervisor and tell him what you've told us, that Vonage is about to lose a 3 line account.

Meanwhile, how about giving us some technical details. What are your uplink and downlink speeds? Test results from www.testyour voip.com ? Equipment types and configuration? Does this happen when the other lines are in use, when they are not in use, or both?

Posts: 8 · New Forum Member Joined: Dec 16, 2005 Posts: 8

I have Adelphia cable service.. I have tier 3 speeds.. 6Mb/1.5Mb..

Just did a speedtest now on speakeasy.net and that's what it showed..

I did the testvoip thing and it came up with a 3.5

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

Please post details of the testyourvoip call. 3.5 doesn't sound very good for the high speed service that you have. What equipment do you have, and how is it configured?

Posts: 8 · New Forum Member Joined: Dec 16, 2005 Posts: 8

I'm in Miami.. here are the results..

MOS Analysis From You TO Montreal

Media Quality MOS 3.4 / 5.0
(Best with G.711 is 4.4)

Degradation Sources
Codec 0.58 36.5%
Latency 0.00 0.0%
Packet Discards 1.00 63.5%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 171 ms
Packet Discards 4.0%
Packet Loss 0.0%
Loss Periods Min: 20 ms
Avg: 40 ms
Max: 100 ms
Burst Loss

Jitter Min: 0 ms
Avg: 6 ms
Max: 108 ms

Signaling Quality Post-Dial Delay 110 ms
Call Setup Time 120 ms
Media Delay 310 ms
MOS Analysis FROM Montreal To You

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

Degradation Sources
Codec 0.57 96.8%
Latency 0.00 0.0%
Packet Discards 0.02 3.2%
Packet Loss 0.00 0.0%

Codec G.711 (PCM at 64kbps,
20ms RTP payload,
80kbps IP BW)
Round-Trip
Latency 171 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: 0 ms
Max: 20 ms

Signaling Quality Post-Pickup Delay 165 ms
Call Setup Time 127 ms
Media Delay 197 ms

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

You have an enormous percentage of packet discards outgoing. That certainly suggests issues with your internet provider. You should give them a call and see what they have to say about it. Also, try connecting your computer directly to your modem, eliminating all Vonage adapters, routers and so forth. Does the VoIP test improve?

Posts: 3 · New Forum Member Joined: Dec 16, 2005 Posts: 3

I honestly believe its on Vonages end but not certain, been through all the packet loss tests, voip quality, internet speed test etc.
It seems like the problem is getting better after threatening to leave vonage. Im not sure what to do.

Posts: 3198 · Posted: Fri Dec 16, 2005 6:57 pm Post subject:

who are you? are you 401GATOR or someone else, because your post doesn't make sense otherwise.

Posts: 66 · Posted: Fri Dec 16, 2005 9:52 pm Post subject:

I had the exact identical problem with my line about 1 month ago, issue had lasted about 2 days. The 2nd tier person I had spoken to indicated they were looking for my problem scenario because they said it didn't occur very often and were genuinely eager to help me. After that phone call, 5 minutes later they had done something (maybe rerouted my voip packets,(who knows) and voila, the problem went away.. I didn't think to ask what exactly they did or what the issue was. Give them a call. Good Luck. Very Happy

Posts: 66 · Posted: Fri Dec 16, 2005 9:57 pm Post subject:

Just something I forgot to add.. The problem only occurred with local calls (pstn and mobile). But any calls that were toll free or long distance went through without a problem. Louis