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.
#39834 by scooterdog
Sat Jan 02, 2010 11:30 am
Hi everyone, just got my phone number ported over to Ooma and now using Ooma extensively for the past few days.

I've noticed an intermittent echo from the Ooma phone (I'm using a wireless AT&T unit), and have read that I may need to turn the volume down on the handset, which I plan on trying.

Today I decided to do the VoIP Speed Test and got the following results:

VoIP test statistics
--------------------
Jitter: you --> server: 0.7 ms
Jitter: server --> you: 30.5 ms
Packet loss: you --> server: 46.2 %
Packet loss: server --> you: 47.4 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.1

Speed test statistics
---------------------
Download speed: 4429968 bps
Upload speed: 2396272 bps
Download quality of service: 73 %
Upload quality of service: 75 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 208 ms
Average download pause: 12 ms
Minimum round trip time to server: 86 ms
Average round trip time to server: 94 ms
Estimated download bandwidth: 29600000bps
Route concurrency: 6.6817636
Download TCP forced idle: 81 %
Maximum route speed: 6096272bps

//
I'm on Comcast cable for Internet access, and get 16M bps down and something like 4M bps up - is there something I can do about the high packet loss? The Ooma is right behind the cable modem, with a wired/wireless router behind it.

Another question, should I worry about changing the QoS upload value? When I try to access http://setup.ooma.com I get a connection error.

Thanks in advance for the input - this forum is a great resource.
#39837 by murphy
Sat Jan 02, 2010 11:41 am
You have a serious packet loss problem. Almost 50% in each direction.
Did you run the test via a wireless connection?

If you are using opendns for your dns server, that will prevent connecting to the config page.
Try http://172.27.35.1

Connect to http://192.168.100.1, which is inside of your cable modem, and get the downstream and upstream signal levels and the SNR, if it is there, and report back.
#39865 by scooterdog
Sat Jan 02, 2010 6:28 pm
Thank you for the input, murphy.

I used a wired connection for the test. Was surprised at the packet loss issue, as the Ooma has been working fine (except for the intermittent echo).

Yes I am using the OpenDNS server, now I get to the config page just fine.

The downstream power level is 1dBmV, the upstream is 34 dBmV. The Signal to Noise Ratio is 36 db.

Thanks again for the assistance!
#39895 by murphy
Sun Jan 03, 2010 5:03 am
scooterdog wrote:Thank you for the input, murphy.

I used a wired connection for the test. Was surprised at the packet loss issue, as the Ooma has been working fine (except for the intermittent echo).

Yes I am using the OpenDNS server, now I get to the config page just fine.

The downstream power level is 1dBmV, the upstream is 34 dBmV. The Signal to Noise Ratio is 36 db.

Thanks again for the assistance!

Those are very good signal levels.
My next step would be to turn off the cable modem and computer.
Connect a computer directly to the cable modem.
Turn on the cable modem and wait until it syncs up with the ISP.
Turn on the computer and then run the test.
If you still have packet loss in this configuration, it's time to call your ISP.
If not, shut everything down and put ooma between the computer and modem, power up in modem, ooma, computer order and run the test again.

The point is to try to find where the problem is by adding parts back one at a time.

For example I have a cable modem that only works properly when it is vertical. When horizontal it overheats and the downstream speed drops off to being really slow. It took a lot of testing to discover that problem. Any chance that you have a Scientific Atlanta WebStar DPC2100 cable modem?
#39929 by scooterdog
Sun Jan 03, 2010 12:40 pm
Hi Murphy, the cable modem is not Scientific Atlanta, it's a Motorola SB5120 (one of the 'surfboard' models).

Thanks for the clear troubleshooting instructions. The modem->PC and modem->Ooma->PC tests both had 0% packet loss (of course powering everything down and then up in order after rewiring everything together). Here's the results from the second test:

VoIP test statistics
--------------------
Jitter: you --> server: 0.9 ms
Jitter: server --> you: 1.7 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: 4.1
Speed test statistics
---------------------
Download speed: 4427624 bps
Upload speed: 4000040 bps
Download quality of service: 94 %
Upload quality of service: 94 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 61 ms
Average download pause: 4 ms
Minimum round trip time to server: 82 ms
Average round trip time to server: 84 ms
Estimated download bandwidth: 20000000bps
Route concurrency: 4.5170956
Download TCP forced idle: 69 %
Maximum route speed: 6393656bps

Apparently the problem is the router - the results are here:

VoIP test statistics
--------------------
Jitter: you --> server: 0.8 ms
Jitter: server --> you: 2.4 ms
Packet loss: you --> server: 48.2 %
Packet loss: server --> you: 48.2 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.4

Speed test statistics
---------------------
Download speed: 4886240 bps
Upload speed: 4114576 bps
Download quality of service: 95 %
Upload quality of service: 91 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 55 ms
Average download pause: 4 ms
Minimum round trip time to server: 84 ms
Average round trip time to server: 86 ms
Estimated download bandwidth: 20000000bps
Route concurrency: 4.093127
Download TCP forced idle: 69 %
Maximum route speed: 6241424bps

The router is a Belkin Pre-N wireless/wired router, model F5D8230-4 v2, firmware updated several months ago to 2.01.02.

While talking on the phone with my spouse (she on the Ooma, me on a cellphone) it was clear that there were several dropouts. All the help is very much appreciated.
#39938 by murphy
Sun Jan 03, 2010 1:35 pm
Check to see if there is any newer firmware for the router.
In either case I would try a factory reset of the router.
I would also try swapping ethernet cables around, especially if any are not factory built cables.
#39942 by daet
Sun Jan 03, 2010 3:59 pm
scooterdog wrote:The router is a Belkin Pre-N wireless/wired router, model F5D8230-4 v2, firmware updated several months ago to 2.01.02.

Scooterdog - you do have the most recent firmware for your router; however, as Murphy has suggested try resetting the router to its default settings.

If that doesn't work, unfortunately, the problem may be the actual router itself. Version 1 of this router was excellent (and even supported alternative firmware such as DD-WRT). Most of the reviews on sites like amazon.com are reviews of version 1 routers. Version 2 is an entirely different story. There are a large number of complaints and bad reviews on amazon.com, and on dslreports.com. Belkin settled a class action lawsuit about this router and several other related models - and you may be able to obtain a full refund.
#39952 by scooterdog
Sun Jan 03, 2010 5:23 pm
Oh well - after resetting the router I'm still at 49% packet loss. :( Here are the results:


VoIP test statistics
--------------------
Jitter: you --> server: 0.7 ms
Jitter: server --> you: 0.9 ms
Packet loss: you --> server: 49.0 %
Packet loss: server --> you: 48.8 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.5

Speed test statistics
---------------------
Download speed: 4851848 bps
Upload speed: 3012912 bps
Download quality of service: 95 %
Upload quality of service: 96 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 45 ms
Average download pause: 3 ms
Minimum round trip time to server: 84 ms
Average round trip time to server: 86 ms
Estimated download bandwidth: 20000000bps
Route concurrency: 4.122141
Download TCP forced idle: 69 %
Maximum route speed: 6241424bps

So I'll be shopping for a new wireless router - and will be sure to check dslreports for recommendations.

I'll put the existing router for sale on eBay - and will let the buyer beware (although it does work fine as a router/access point).

Thanks all for the help! I otherwise would have had no idea where to begin, you have saved me many hours of frustration! :D
#39955 by scooterdog
Sun Jan 03, 2010 5:26 pm
Hmm - since I'll be shopping for an 'N' wireless router, any particular recommendations on the brand/model to get? (I feel like such a newbie although at this point I just want to buy something that will work well, set it up and forget about it...)

Maybe this belongs in its own thread but I thought I'd ask.

Cheers -
scooterdog

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