This forum includes tips for maintaining the best audio quality possible with the Ooma System. If your Ooma system is having issues with dropped calls, static audio or echo, look here for assistance.
#77562 by elight60
Sat Mar 19, 2011 5:42 am
People I call have been complaining that from their end a call will break up and sound like I'm under water. On my end, the call quality is good. Comcast says it isn't their problem

My set up is a cable modem - ooma telo - router.
My cable modem is a Zoom modem

I ran a check of the VoIP potential of my connection (speedtest.com) and it received a failing grade because of high packet loss and extremely low QoS. (The test results vary but the connection never receives a passing grade.)

Comcast checked the connection and found no packet loss and good QoS.

I asked Comcast to reboot my modem with a boot file that recognized that I was using a VoIP phone. They responded by saying the boot file that I received was used by Vonnage customers and no one complained. They suggested that I get a Comcast modem (Motorola - $5/mo) to see if the problem was in the modem.

How do I go about reconciling what is measured by Speed Test and what is measured by Comcast? How do I get Comcast to agree that the problem is on their end? (Geez - that is a very SILLY question :P ).

I can purchase a DSL line but it's expensive and probably slower than the cable.

Thoughts appreciated.

elight50
#77563 by murphy
Sat Mar 19, 2011 5:50 am
Connect to

http://192.168.100.1

which is a web page inside of the modem.
Look for the signal levels for downstream and upstream.
Report back with the values.

Go here

http://www.whichvoip.com/voip/speed_test/ppspeed.htm

and run the test. Click on the Advanced tab and copy and paste the results back to here.
#77567 by JasonV
Sat Mar 19, 2011 11:27 am
What is a bootfile for VOIP? I am always having the same problems as you with Comast (DIR-655 / Motorola Bitsurf Pro 6120). Hearing the others is great, but people tell me that I sound like in a tunnel. When I test the quality via "whichvoip.com", the upload quality is all over the place. I wish I could figure this out for once.
#77583 by lbmofo
Sat Mar 19, 2011 2:59 pm
Sounds like something other than Ooma. Cable line problem, modem problem, etc.
While forum members are helping you with your specifics, here is one thread for your reference: check this thread out about voice quality issues: viewtopic.php?t=10023
#77586 by JasonV
Sat Mar 19, 2011 5:17 pm
thunderbird wrote:JasonV:
Post your speedtest results here as instructed by murphy above and someone will take a look and get back with you.


Here you go. Sometimes the results are good and many times not.

VoIP test statistics
--------------------
Jitter: you --> server: 0.4 ms
Jitter: server --> you: 0.5 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.2

Speed test statistics
---------------------
Download speed: 7851800 bps
Upload speed: 3445872 bps
Download quality of service: 75 %
Upload quality of service: 35 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 59 ms
Average download pause: 3 ms
Minimum round trip time to server: 76 ms
Average round trip time to server: 79 ms
Estimated download bandwidth: 22400000bps
Route concurrency: 2.852849
Download TCP forced idle: 70 %
Maximum route speed: --
#77587 by thunderbird
Sat Mar 19, 2011 5:53 pm
JasonV wrote:Upload quality of service: 35 %


Upload quality of service: 35 % is very low.

The first thing to try.

Only If your Ooma device is connected dirctly behind your modem do the following:

Run http://www.speedtest.net/ (Click on Begain Test) a few times and record average Upload and download speeds, and record for later use.

Access your Ooma Setup pages by typing http://172.27.35.1 in your computer's browser window and hit enter. Your Ooma Setup page opens. Click on the "Advanced tab". Locate you Quality of Service settings and set "Upstream Internet Speed" and "Downstream Internet Speed" numbers to about 80% of the measured http://www.speedtest.net/ Download and Uplaod speed. Note: 80% is just a starting point, so you may have to adjust the settings that you need up or down, depending on your home's equipment etc.
#77592 by elight60
Sun Mar 20, 2011 5:04 am
I could not access the data inside the modem using the IP address you suggested.

Here are the results from the speed test. I ran two of these. The first was an almost pass. The second (below) wasn't so good. Last night, the packet loss was very high. This morning it is zero. This is probably why the voice quality varies so much.

VoIP test statistics
--------------------
Jitter: you --> server: 0.4 ms
Jitter: server --> you: 4.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 3035656 bps
Upload speed: 2726328 bps
Download quality of service: 18 %
Upload quality of service: 97 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 865 ms
Average download pause: 7 ms
Minimum round trip time to server: 86 ms
Average round trip time to server: 89 ms
Estimated download bandwidth: 32000000bps
Route concurrency: 10.541379
Download TCP forced idle: 82 %
Maximum route speed: 6096272bps
#77593 by elight60
Sun Mar 20, 2011 5:08 am
Boot Files:

I'm not pretending to be an expert, but cable provider can set a modem in many ways by changing the boot file that is sent to the modem during start up. Various parameters, including QoS and packet priority are set for VoiP and gaming than for a default configuration. My guess is that if I took Comcast's phone service, my boot file would be different. Of course, that depends on whether Comcast would provide me with good phone service etc. You can read a lot about how modems work and what bootfiles do by searching the internet.

Elliott
#77595 by thunderbird
Sun Mar 20, 2011 5:44 am
elight60 wrote:Here are the results from the speed test. I ran two of these. The first was an almost pass. The second (below) wasn't so good. Last night, the packet loss was very high. This morning it is zero. This is probably why the voice quality varies so much.

Speed test statistics
---------------------
Download quality of service: 18 %
Maximum TCP delay: 865 ms


Download quality of service is very low. Maximum TCP Delay is high.

If you are experiencing dropped packets, your modem very well could be malfunctioning.

But first try this to make sure it isn't your Ooma's settings.

Only If your Ooma device is connected dirctly behind your modem do the following:

Run http://www.speedtest.net/ (Click on Begain Test) a few times and record average Upload and download speeds, and record for later use.

Access your Ooma Setup pages by typing http://172.27.35.1 in your computer's browser window and hit enter. Your Ooma Setup page opens. Click on the "Advanced tab". Locate you Quality of Service settings and set "Upstream Internet Speed" and "Downstream Internet Speed" numbers to about 80% of the measured http://www.speedtest.net/ Download and Uplaod speed. Note: 80% is just a starting point, so you may have to adjust the settings that you need up or down, depending on your home's equipment etc.

Also do this:

Shut off MAC Address Spoofing:
a. Access your Ooma device’s “home port” by plugging in a network cable from the Ooma device’s “Home” port to a computer’s network card port. Sometimes you have to restart your computer after installing the network cable, so that a proper connection occurs. (You can skip this test if your router is connected after the Ooma device).
b. Type http://setup.ooma.com or http://172.27.35.1 in you browser address window and hit enter. The “Ooma Setup” window opens.
c. In the left hand Navigation window, select “Network”.
d. Under “Modem Port MAC Address”, select Use Built in:
e. Select the “Update button”.
f. Do a “cold boot” of the modem.
g. Do a “cold boot” of the Ooma device or Router, which ever device is next in line.
h. After the Ooma device or router cold boot, do a “cold boot” of the Ooma device or router, which ever device is next in line.

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