Recent bad call quality, occassional words are dropped out

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.
jmmastron
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Joined: Fri Mar 02, 2012 6:35 pm

Re: Recent bad call quality, occassional words are dropped out

Post by jmmastron » Wed Mar 07, 2012 7:35 pm

thunderbird wrote:jmmastron:
The large out of limits jitter and packet loss, is more than likely why you are having problems. You either have a defective Modem or the Internet provider Internet signal coming in to your Modem is poor. Some times you can reboot or reset the Modem and get better Phonepower Speedtest results. If your Modem has a reset function, reference your Modem owner's manual, do that. Sometimes the Modem will contain batteries, that has to be temporarily removed to have a successful reboot or reset. Otherwise borrow or purchase a new Modem and retest. If that doen't correct the problem, contact your Internet provider.
Interesting today's results were much better after my ISP came out and checked my connection, installed a new line filter outside the box.

Upstream jitter 2.5 ms
Downstream jitter 3.0 ms
Upstream packet loss 0.0 %
Downstream packet loss 0.0 %
Upstream packet order 100.0 %
Downstream packet order 100.0 %
Packet discards 0.0 %
MOS 4.1
REGISTER ms 712 ms
INVITE ms 419 ms
BYE ms 4 ms
Test VoIP and Speed Test


Now still don't know why sound quality is bad. Currently connected Modem > Ooma > Router.
Use Buil in Mac
500 DL
300 UL

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lbmofo
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Re: Recent bad call quality, occassional words are dropped out

Post by lbmofo » Wed Mar 07, 2012 10:06 pm

This evening, my cable modem is giving me 2 to 5% download packet loss again.

I tried PureVoice HD test numbers and they still sound very good (with occassional drop out/stutter).

Test numbers are here: https://www.ooma.com/support/knowledgebase/hd-voice-faq
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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thunderbird
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Re: Recent bad call quality, occassional words are dropped out

Post by thunderbird » Wed Mar 07, 2012 10:33 pm

jmmastron wrote:Now still don't know why sound quality is bad. Currently connected Modem > Ooma > Router.
Use Buil in Mac
500 DL
300 UL
Are the 500 DL 500 kbps, and the 300 UL 400 kbps, as measured by Phonepower Speedtest? If so these values are exceptable, but seem to be on the low side.

Ooma was supposed to make some carrier routing changes day before yesterday that seemed to have helped some people.

Just exactly how is your sound quality bad? What are the symptoms? Have you tried setting your Quality of Service settings in Ooma Setup Advanced page?

Access to Ooma setup with a Modem-Ooma-Router connection is type http://172.27.35.1 in your computer browser window. The Ooma Setup pages opens. Run Phonepower Speedtest again and record the Upload and Download speeds.

This time for testing, temporarily set the Ooma Setup Advanced page Quality of Service Upstream and Downstream Internet Speeds to the Upload and Download speeds as measured by Phonepower Speedtest. Click on Update and then reboot the Ooma Telo. Then test for voice qualilty.

If the Ooma Telo voice quality improves, but the other devices in your home's LAN have problems, set the Ooma Setup Advanced page Quality of Service settings to 90% of the Phonepower Speedtest measured Upload and download speeds. Then test again.

Next if your Ooma Telo voice quality is okay, but you are still having problems with the other devices in your home's LAN, go to 80%.


But if your Voice quality is still bad, try connecting Modem-Router-Ooma, and then test. For the Modem-Router-Ooma connection, the Ooma Setup Advanced Quality of Service Upstream and Downstream Internet speeds are set to Zero. Nothing is connected to the Ooma Telo Home port, except to temporarily connect a computer when making adjustments to Ooma Setup.

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lbmofo
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Re: Recent bad call quality, occassional words are dropped out

Post by lbmofo » Thu Mar 08, 2012 8:10 am

My PhonePower Speedtests are ugly in the evenings:

VoIP test statistics
--------------------
Jitter: you --> server: 1.8 ms
Jitter: server --> you: 2.9 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 3.4 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 1.0

Speed test statistics
---------------------
Download speed: 4312 kbps
Upload speed: 1555 kbps
Download quality of service: 47 %
Upload quality of service: 92 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 174 ms
Average download pause: 5 ms
Minimum round trip time to server: 41 ms
Average round trip time to server: 42 ms
Estimated download bandwidth: 11200 kpbs
Route concurrency: 2.596805
Download TCP forced idle: 60 %
Maximum route speed: 1287 kbps

Much better in the mornings:

VoIP test statistics
--------------------
Jitter: you --> server: 1.4 ms
Jitter: server --> you: 5.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 16208 kbps
Upload speed: 1804 kbps
Download quality of service: 95 %
Upload quality of service: 85 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 21 ms
Average download pause: 1 ms
Minimum round trip time to server: 42 ms
Average round trip time to server: 43 ms
Estimated download bandwidth: 16208 kpbs
Route concurrency: 1.0
Download TCP forced idle: 0 %
Maximum route speed: --

Still a little packet loss on the download side but if modem is bad, how come consistently better in the morning and bad at night? Must be ISP?
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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murphy
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Re: Recent bad call quality, occassional words are dropped out

Post by murphy » Thu Mar 08, 2012 8:51 am

I have a cable modem in my junk pile (Scientific Atlanta DPC2100) that has a consistent upstream speed but it's downstream speed is inversely related to it's temperature. The warmer it gets the slower it performs. On a really hot summer day it has dropped from 12 mbps to .5 mbps. In the unlikely event that you have one of those sit it vertical with the coax connector at the lowest point and aim a fan at it.

In the morning all of the kids are in school and the neighborhood load on the shared cable is lower.
The load ramps up around 4 PM when the kids get home and hit the internet.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

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lbmofo
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Re: Recent bad call quality, occassional words are dropped out

Post by lbmofo » Thu Mar 08, 2012 8:55 am

I bought a new modem (getting a family member setup with internt) that will arrive soon; will try using the new modem. If same behavior, then, I'd know the bad internet in the evenings is really due to bad ISP network vs bad modem.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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lbmofo
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Re: Recent bad call quality, occassional words are dropped out

Post by lbmofo » Tue Mar 13, 2012 6:52 am

lbmofo wrote:My PhonePower Speedtests are ugly in the evenings:

VoIP test statistics
--------------------
Jitter: you --> server: 1.8 ms
Jitter: server --> you: 2.9 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 3.4 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 1.0

Speed test statistics
---------------------
Download speed: 4312 kbps
Upload speed: 1555 kbps
Download quality of service: 47 %
Upload quality of service: 92 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 174 ms
Average download pause: 5 ms
Minimum round trip time to server: 41 ms
Average round trip time to server: 42 ms
Estimated download bandwidth: 11200 kpbs
Route concurrency: 2.596805
Download TCP forced idle: 60 %
Maximum route speed: 1287 kbps

Much better in the mornings:

VoIP test statistics
--------------------
Jitter: you --> server: 1.4 ms
Jitter: server --> you: 5.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 16208 kbps
Upload speed: 1804 kbps
Download quality of service: 95 %
Upload quality of service: 85 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 21 ms
Average download pause: 1 ms
Minimum round trip time to server: 42 ms
Average round trip time to server: 43 ms
Estimated download bandwidth: 16208 kpbs
Route concurrency: 1.0
Download TCP forced idle: 0 %
Maximum route speed: --

Still a little packet loss on the download side but if modem is bad, how come consistently better in the morning and bad at night? Must be ISP?

Well, that was with my "previous" Motorola SURFboard SB5101U DOCSIS 2.0 Cable Modem. :)

I just installed a new Netgear CMD31T DOCSIS 3.0 Cable Modem and here are the results (my ISP doesn't support DOCSIS 3.0 yet so only 1 channel in use):


Evening Tests:

Speed test statistics
---------------------
Download speed: 12467 kbps
Upload speed: 1992 kbps
Download consistency of service: 72 %
Upload consistency of service: 89 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 60 ms
Average download pause: 2 ms
Minimum round trip time to server: 53 ms
Average round trip time to server: 61 ms
Estimated download bandwidth: 34400 kbps
Route concurrency: 2.7591445
Download TCP forced idle: 75 %
Maximum route speed: --

VoIP test statistics
--------------------
Jitter: you --> server: 1.1 ms
Jitter: server --> you: 5.2 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Sometimes, no packet loss:

Speed test statistics
---------------------
Download speed: 15876 kbps
Upload speed: 2097 kbps
Download consistency of service: 86 %
Upload consistency of service: 96 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 99 ms
Average download pause: 1 ms
Minimum round trip time to server: 38 ms
Average round trip time to server: 40 ms
Estimated download bandwidth: 33600 kbps
Route concurrency: 2.1163647
Download TCP forced idle: 62 %
Maximum route speed: --

VoIP test statistics
--------------------
Jitter: you --> server: 0.9 ms
Jitter: server --> you: 2.6 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


My PhonePower Speedtests still show marginal packet loss (download side, as before) in the evenings but throughput seems to be much better (old modem used to test up to capacity on raw speedtests at speedtest.net but could only muster ~1/4 download speeds on PhonePower tests in the evenings).

As before, mornings are much better:

Speed test statistics
---------------------
Download speed: 16335 kbps
Upload speed: 2181 kbps
Download consistency of service: 99 %
Upload consistency of service: 99 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 75 ms
Average download pause: 1 ms
Minimum round trip time to server: 38 ms
Average round trip time to server: 38 ms
Estimated download bandwidth: 33600 kbps
Route concurrency: 2.0568857
Download TCP forced idle: 60 %
Maximum route speed: --

VoIP test statistics
--------------------
Jitter: you --> server: 0.1 ms
Jitter: server --> you: 0.7 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


Not sure if ISP is the problem or PhonePower test site from where I am at (since both modems show some packet loss and discards sometimes, probably not the modem?)....but I am keeping the DOCSIS 3.0 modem for my setup.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

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thunderbird
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Re: Recent bad call quality, occassional words are dropped out

Post by thunderbird » Tue Mar 13, 2012 8:32 am

lbmofo:
I wouldn't think that Phonepower is causing the packet loss. Phonepower just shows/records what it sees.

But maybe your Internet provider signal becomes a little defective under heavy load.

Sometimes if you reboot the Modem, then run Phonepower, you will get a better connection from the Internet provider. Verify by making sure the IP address issued from the Internet provider changes. I've rebooted the Modem many times to try to get the "perfect" Internet connection. If you run Phonepower two or there times, after the Modem reboot(s), during the Internet heavy load times, and don't see any packet loss or other problems, then you are set.

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lbmofo
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Re: Recent bad call quality, occassional words are dropped out

Post by lbmofo » Tue Mar 13, 2012 4:05 pm

thunderbird wrote:I wouldn't think that Phonepower is causing the packet loss. Phonepower just shows/records what it sees.
Might have been whichvoip tests that let you choose different sites? But it did make a difference: viewtopic.php?t=10387#p71869
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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EX Bell
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Joined: Fri Jan 20, 2012 10:42 pm
Location: Toronto, Ontario

Re: Recent bad call quality, occassional words are dropped out

Post by EX Bell » Tue Mar 13, 2012 6:42 pm

The irony. The city with the worst service last year will soon have free 1 Gb/s service.
Customer Since: 1/17/12
Service: Premier 1/30/2012
BELL Canada Port: 1/30/12 - 2/13/12
TekSavvy via BELL FTTN: 25 Mbps/10 Mbps
Setup: Sagemcom 2864 > Cisco E2000 > Time Capsule v1 > Telo
Handsets: Panasonic KX-TG6655S DECT 6.0

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