Qos

[aa3815]

I have had a Telo for several years now and been very happy. So about two months ago we started having problems with our voice quality. I read on this forum about people having issues and wanted them transferred to the East server. I read about and started using the test at http://www.whichvoip.com/voip-test.htm. Every time I did the test I kept getting different results.

I was using my personal cable modem but also a new cable modem that Spectrum had sent me but never used. I replaced it and got the same results. I then replaced my Linksys EA3500 with a spare Trendnet router with the same results.

Spectrum sent a tech out unfortunately for me I was more technical then he was. I asked him to swap out the new modem which was a combo modem/router/wifi (in bridged mode) with one that was straight thru. We got the same results. He called his second level support and he didn’t know what VoIP was but later said since I don’t have voice with them there isn’t anything they could do because I was getting good internet speed 100Mbps.

On the VoIP test I get download speed 12.2Mbps (of about 35.4Mbps) and upload speed of 1.4Mbps. The MOS ranges from 2.1 and higher. The Consistency of Service ranges from 36% to a Green Dot. Jitter seems to he always green but the packet loss ranges from standard quality up.
I tried Ooma behind and in front of the router with different routers and modems.

Calling Ooma support was a waste. I haven’t changed any options in the Telo once I did it when it went into service. Example internal MAC, ETC. They told me I was already on the East server. Ooma support answer is to just buy another unit. And they keep calling every day to buy another one. I really don’t want to buy another unit and if I do it will have to go with a different VoIP service.

I’m at a loss of what to do.

Update: I have a 3rd cable modem I will try tonight. Hopefully the Spectrum app will let me switch modems without without Spectrum support.

[murphy]

I had a 1 year old Netgear CM600 modem go bad. It was dropping up to 17% of the upstream packets. Dropped packets are not much of a problem for a TCP connection because it will retry until it gets all of the data. VOIP is time sensitive and uses UDP which does not do retries. Lost packets means loss of part of the voice data.

I replaced the CM600 with an Arris SB6190 modem and that solved my problem. There should not be any packet loss.

[aa3815]

So i replaced the cable modem again but no success. These are the ones I have tried in this order
NetGear CM500
Spectrum modem/Gateway/WiFi (un-bridged and bridged)
Technicolor DPC3216 (Spectrum's)
TP-Link TC-7610
BTW , all three can be logged in with 192.168.100.1
I only have one other router that I have tried..

Does anyone have any good way of convincing Spectrum to fix this?

Edited because I forgot about one of Spectrum modems we tried. Don't remember the model.

[aa3815]

So, I connected my Ooma to my neighbors At&t internet service and the quality of voice was very good outbound an inbound.

What to do with Spectrum now.

[TonyW]

People hate it when I suggest this, but have you tried swapping out network cables? One at a time. Particularly the one's between the modem/gateway & router, etc.... cables that are a common path to both the Telo & the PC running the line quality test. Did your Telo come with a free, flat ethernet cable & are you using it? Mine was if-y out of the box & others in the forum had problems, as well. Anyway, best to rule out things you control before involving Charter.

Note: swap out each cable with a known good one.

[murphy]

I went to the Spectrum web site and note that they tout the minimum 100 Mbps download speed but make no mention of the upload speed. Your outbound audio depends on the upload speed. What is it and is it stable?
I know it is a cable system but is there any chance there is satellite link involved? That would introduce a very unstable upload connection.

[aa3815]

Thanks for both of your comments.
1. I didn't mention in my primary troubleshooting that I did swap out Ethernet cables but just failed to mention it. Thanks for reminding me.
2. Here is what I came up with on speeds
On 4.27.18 download 991kbps upload 11.7mbps speedtest.net 115/11.54
Today on 4.28.18
1. download 4.1mbps upload 11.1mbps speedtest.net 116/11.86
2. download 3.3mbps upload 10.7mbps
3. download 4.9mbps upload 10.0mbps
4. download 10.1mbps upload 10.8 mbps speedtest.net 118/11.76
Note. Three things.
1. Went from 50 to 100mbps in December 2017
My wife and son who are not technically made comments about all the streaming and devices we have is causing the problems. We do have Layer3 TV but have not been having problems. However, we started thinking that we didn't have problems until maybe 2 or 3 months after I convinced Spectrum to give me 100 down from the 50 down for the same price (promotional price).
2. After I came back from testing at our neighbors my wife cleaned the top of the Telo.
3. Test call from my Telo this morning was clear with a MOS score of 4. First time had all Green in a week.

Too good to be true?

[TonyW]

Far more consistent with my test results on the same Spectrum tier (different market). I consistently get 4.2 MOS/solid connection stats. Maybe making/breaking the coax connection was all it took? Schmutz on the barrel, perhaps?

Glad it's sorted & hope it lasts.

[aa3815]

nope it didn't last . all green except consistency of service 35%'
I logged into Spectrum's modem to look at the logs
Fri Apr 27 10:55:06 2018 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;...
Thu Apr 26 21:09:10 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 26 21:09:10 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 26 21:09:01 2018 Notice (6) Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Thu Apr 26 21:08:58 2018 Critical (3) No Ranging Response received - T3 time-out;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.0;CM-VER=3.0;
Thu Apr 26 21:08:51 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 26 21:08:51 2018 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.0;CM-VER=...
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv4
Fri Apr 27 03:07:47 2018 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:76:b0:59;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:00:00:00:00:00;CM-QO...
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:00:00:00...
Time Not Established Critical (3) DHCP FAILED - Discover sent, no offer received;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:01:5c:77:ca:49;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=60:e3:27:83:a8:28;CMTS-MAC=00:00:00:00...

Have no idea what to look for

[murphy]

I can't help you with the modem log. Mine looks just as bad.

Try this:
Disconnect everything in your house and just connect the Telo.
Test the Telo.