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.
#49038 by JTalbert
Mon Mar 01, 2010 11:38 am
I am still having problems with sound quality, and I am working with a network egineer with Cox to see if we can figure out what the problem is. He asked me some questions today which makes me wonder, if its really Cox that is causing my problems or something else, which maybe Cox has control over, maybe they dont.

I mentioned to him that I have gone to a few websites to run voip tests, and usually I get a cruddy QoS of about 55% or so. But in talking to him, and thinking about the tests I run and what he wanted me to do, my question now is, Is Cox an innocent party in the problems.

I have a viop test site that I run test on, and its a local site, thats about 20 miles from me and I believe I Always get good results form that one, its run by visualware

http://myvoipspeed.visualware.com/servers/iad.html

As I said I am very close to IAD.

I also run tests on a site by 8x8

http://voiptest.8x8.com/

And when I run my tests here, the results are pathetic. I am not sure were 8x8 is located, but if its on the west coast, it could be my trace routing.

He asked me the server url for Ooma and searching on here I was able to find the answer and looks like I see a problem with the routing.. Here is the results.

I see a few *request time out* errors

Tracing route to myxprov.ooma.com [208.83.244.145]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms XXXXXXXX-TIMEC [10.0.1.1]
2 <1 ms <1 ms <1 ms 172.27.35.1
3 9 ms 9 ms 7 ms 10.7.96.1
4 10 ms 8 ms 7 ms ip72-219-223-49.dc.dc.cox.net [72.219.223.49]
5 14 ms 9 ms 9 ms ip68-100-0-177.dc.dc.cox.net [68.100.0.177]
6 11 ms 53 ms 9 ms ashbbrj02-as0.0.r2.as.cox.net [68.1.1.232]
7 197 ms 211 ms 210 ms cr2-cr1.wdc005.internap.net [66.79.146.202]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 95 ms 105 ms 93 ms lax009-phx007-832-cr2.lax009.internap.net [66.79
.147.181]
15 103 ms 91 ms 89 ms lax009-sje007-805-cr2.sje007.internap.net [66.79
.147.5]
16 101 ms 91 ms 103 ms cr1-cr2.sje007.internap.net [66.79.146.189]
17 89 ms 107 ms 89 ms sje-sje007-766-core3.sje.internap.net [66.79.148
.130]
18 97 ms 107 ms 124 ms border1.pc1-bbnet1.sje005.pnap.net [66.151.144.1
3]
19 100 ms 91 ms 100 ms ooma-3.border1.sje005.pnap.net [74.217.77.122]
20 95 ms 105 ms 99 ms myxprov.ooma.com [208.83.244.145]

Trace complete.


Anyone with suggetions? Would this be something Cox can fix, or do I need to throw in the towel and give up?
#49039 by jschill9
Mon Mar 01, 2010 11:45 am
First Name:

Last Name:

Email:

Subject Product InfoBillingTechnical SupportInstallationUsing ooma

Topic Cannot Place CallsCannot Receive CallsHardware FailureVoicemailService QualityTechnical Specifications

Question: Ihave had no reply to my email regarding faxing sent yesterday.
It seems to methat you should have one comprehensive document outlining fax settings.
For over two weeks now I have been struggling with the problem and still continue to receive suggestions for setting uo my system. I discovered another one this AM about "fax mode" Unfortunately when I select "manage phone numbers" there is no fax mode listedSomebody at technical support is dropping the ball.
#49042 by murphy
Mon Mar 01, 2010 11:54 am
jschill9 wrote:First Name:

Last Name:

Email:

Subject Product InfoBillingTechnical SupportInstallationUsing ooma

Topic Cannot Place CallsCannot Receive CallsHardware FailureVoicemailService QualityTechnical Specifications

Question: Ihave had no reply to my email regarding faxing sent yesterday.
It seems to methat you should have one comprehensive document outlining fax settings.
For over two weeks now I have been struggling with the problem and still continue to receive suggestions for setting uo my system. I discovered another one this AM about "fax mode" Unfortunately when I select "manage phone numbers" there is no fax mode listedSomebody at technical support is dropping the ball.

Please don't double post.
#49043 by JTalbert
Mon Mar 01, 2010 11:57 am
murphy wrote:
jschill9 wrote:First Name:

Last Name:

Email:

Subject Product InfoBillingTechnical SupportInstallationUsing ooma

Topic Cannot Place CallsCannot Receive CallsHardware FailureVoicemailService QualityTechnical Specifications

Question: Ihave had no reply to my email regarding faxing sent yesterday.
It seems to methat you should have one comprehensive document outlining fax settings.
For over two weeks now I have been struggling with the problem and still continue to receive suggestions for setting uo my system. I discovered another one this AM about "fax mode" Unfortunately when I select "manage phone numbers" there is no fax mode listedSomebody at technical support is dropping the ball.

Please don't double post.


Especially by hijacking my post. Not cool man, not cool at all.
#49335 by nitecourt
Wed Mar 03, 2010 5:07 pm
JTalbert wrote:Anyone with suggetions? Would this be something Cox can fix, or do I need to throw in the towel and give up?


I don't know if Cox can do anything but I'm having voice quality issues also. When I did a trace:

Tracing route to myxprov.ooma.com [208.83.244.145]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.9.1
2 <1 ms <1 ms <1 ms 172.27.35.1
3 11 ms 25 ms 38 ms cpe-xxx-xxx-xxx-xxx.neo.res.rr.com [xxx.xxx.xxx.xxx]

4 11 ms 11 ms 29 ms gig3-8.mlckpa1-rtr1.neo.rr.com [24.164.106.77]
5 12 ms 12 ms 12 ms gig3-2.hbckpa1-rtr1.neo.rr.com [24.164.104.58]
6 20 ms 16 ms 15 ms vln1303.ncntoh1-swt402.neo.rr.com [24.164.106.153]
7 16 ms 16 ms 17 ms gig13-0-0.ncntoh1-rtr2.neo.rr.com [24.164.104.93]
8 27 ms 37 ms 41 ms tge1-0-1.clevoh1-rtr0.mwrtn.rr.com [65.25.137.173]
9 37 ms 29 ms 31 ms ae-3-0.cr0.dca20.tbone.rr.com [66.109.6.70]
10 34 ms 34 ms 35 ms ae-1-0.pr0.dca10.tbone.rr.com [66.109.6.165]
11 35 ms 48 ms 38 ms 66.79.151.149
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 98 ms 97 ms 114 ms lax009-phx007-832-cr2.lax009.internap.net [66.79.147.181]
19 97 ms 96 ms 105 ms lax009-sje007-805-cr2.sje007.internap.net [66.79.147.5]
20 94 ms 96 ms 95 ms cr1-cr2.sje007.internap.net [66.79.146.189]
21 95 ms 93 ms 95 ms sje-sje007-766-core3.sje.internap.net [66.79.148.130]
22 120 ms 213 ms 211 ms border1.pc1-bbnet1.sje005.pnap.net [66.151.144.13]
23 93 ms 102 ms 92 ms ooma-3.border1.sje005.pnap.net [74.217.77.122]
24 99 ms 94 ms 93 ms myxprov.ooma.com [208.83.244.145]

Trace complete.

66.79.151.149 belongs to internap.net. I just sent an email to their registered admin/tech email address. Don't know if anything will come of it.
#49345 by nitecourt
Wed Mar 03, 2010 5:59 pm
As I followup I got a quick response back:

Thank you for contacting us with your question. However I am not seeing
any issues running traces to the IP you call out, 208.83.244.145. I did
traces from Boston and Atlanta, you will see my results below my
signature. I understand why, looking at your trace route why you might
think there is a problem in our network, on the face of it, that does
appear to be the case. However, a few caveats. One, your packets are
getting thru to the destination; if packets were dying at a particular hop
then we would want to closely examine that particular hop. Two, the
non-responsive hops in the middle of the trace are routers that default to
not replying to ICMP packets, but still pass them along. Three, the hops
that show high packet loss are likely routers that were, at the time of
the trace, experiencing a high cpu load, probably due to reloading a bgp
table; typically Cisco routers de-prioritize ICMP packets, which will show
up on traces as packet loss at one hop, what you want to look for is that
amount of loss continuing "down the line".

I also want to tell you that as you are not a customer of ours we,
unfortunately, cannot spend much more time troubleshooting this issue. If
you still are having problems with your voip connection we have to refer
to your provider.

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