choppy/robotic call quality
I've been having some consistent call quality issues lately and need some help troubleshooting the root cause. The main issue on my end - the audio sounds tinny/robotic/choppy.
I ran a phonepower speedtest and generally, one of the datapoints comes back yellow or red, though it fluxuates from test to test. I'm on Comcast with a 50/5 connection, though the VOIP test clocks my download/upload much slower. My setup is: SB6141 --> airport extreme --> ooma
Speed test statistics
---------------------
Download speed: 16908 kbps
Upload speed: 3577 kbps
Download consistency of service: 90 %
Upload consistency of service: 51 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 124 ms
Average download pause: 2 ms
Minimum round trip time to server: 23 ms
Average round trip time to server: 73 ms
Estimated download bandwidth: 79533 kbps
Route concurrency: 4.703793
Download TCP forced idle: 91 %
Maximum route speed: 22795 kbps
VoIP test statistics
--------------------
Jitter: you --> server: 3.72 ms
Jitter: server --> you: 0.39 ms
Packet loss: you --> server: 1.2 %
Packet loss: server --> you: 0.0 %
Distribution Loss: you --> server: 2.0 %
Distribution Loss: server --> you: 0.0 %
Packet discards: 0.2 %
Packets out of order: 0.0 %
Minimum round trip time to server: 22 ms
Average round trip time to server: 24 ms
Maximum round trip time to server: 32 ms
Round trip time consistency to server: 68 %
Estimated MOS score: 2.9
Where do I start looking?
I ran a phonepower speedtest and generally, one of the datapoints comes back yellow or red, though it fluxuates from test to test. I'm on Comcast with a 50/5 connection, though the VOIP test clocks my download/upload much slower. My setup is: SB6141 --> airport extreme --> ooma
Speed test statistics
---------------------
Download speed: 16908 kbps
Upload speed: 3577 kbps
Download consistency of service: 90 %
Upload consistency of service: 51 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 124 ms
Average download pause: 2 ms
Minimum round trip time to server: 23 ms
Average round trip time to server: 73 ms
Estimated download bandwidth: 79533 kbps
Route concurrency: 4.703793
Download TCP forced idle: 91 %
Maximum route speed: 22795 kbps
VoIP test statistics
--------------------
Jitter: you --> server: 3.72 ms
Jitter: server --> you: 0.39 ms
Packet loss: you --> server: 1.2 %
Packet loss: server --> you: 0.0 %
Distribution Loss: you --> server: 2.0 %
Distribution Loss: server --> you: 0.0 %
Packet discards: 0.2 %
Packets out of order: 0.0 %
Minimum round trip time to server: 22 ms
Average round trip time to server: 24 ms
Maximum round trip time to server: 32 ms
Round trip time consistency to server: 68 %
Estimated MOS score: 2.9
Where do I start looking?
Re: choppy/robotic call quality
There should not be any packet loss. In my case my modem, on Comcast, was losing up to 17% of the upstream packets. A new modem took care of the problem.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Re: choppy/robotic call quality
I can not help you with your problem but maybe you can help me with mine. I am trying to do a test using the phonepower site but no luck. A message appears saying I need java. I downloaded & installed java but still no luck trying the phonepower test. Can you suggest a resolution? Thanks
Re: choppy/robotic call quality
@murphy, the modem is 2 months old (just start up service with comcast), so it's is past the return period. Is this a defect with the modem and possibly covered by warranty? Is it something that comcast can diagnose and confirm the issue with the hardware?
Thanks!
Thanks!
Re: choppy/robotic call quality
If you are renting the modem from Comcast, just tell them you want a replacement. In my case it was a personally owned Linksys modem that was a few years old. I replaced it with an Arris modem.
If you own your modem, Comcast is not involved. It's between you and the modem manufacturer.
If you own your modem, Comcast is not involved. It's between you and the modem manufacturer.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Re: choppy/robotic call quality
i purchased the modem from bestbuy. it's an arris SB6183. is packet loss something that one can typically request a replacement as defective from the manufacturer? is there any other troubleshooting that I can do before replacing the modem?
Re: choppy/robotic call quality
Log into the modem at
http://192.168.100.1/
and get the downstream and upstream power levels and the SNR (Signal to Noise Ratio.
Are the uncorrectable counters greater than zero?
http://192.168.100.1/
and get the downstream and upstream power levels and the SNR (Signal to Noise Ratio.
Are the uncorrectable counters greater than zero?
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx
Re: choppy/robotic call quality
all the uncorrectables are zero from what I can tell. Here is what I see.
- Attachments
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- SB6183 Modem Status
- Screen Shot 2017-10-23 at 5.05.15 PM.png (192.83KiB)Viewed 5830 times