[WXC/VFX] Fed up with calls always dropping out on VFX

Forums › One New Zealand (including Vodafone, WxC, Farmside) › [WXC/VFX] Fed up with calls always dropping out on VFX

susann

7 posts

Wannabe Geek

#30334 4-Feb-2009 22:04

We are on the xnet fusion plan and are having huge problems with our phone. Every time we are on a call, approx every minute the connection drops out for around 8-10 seconds) - what I mean is that I can't hear the caller but they can hear me (usually saying, "sorry, can't hear you, can you say that again?"). It is really frustrating, so much so that we don't use the phone now (unless the call is under a minute!).

I've seen a similar post on here but didn't understand what the resolution was - whether it's a setting on our modem/router, something at Xnet's end, firemware, or faulty hardware. We don't have any spare modems/routers here at home to test our hardware, nor have any access to them (without going out and buying more - something I'm loathe to do considering how much I spent buying the hardware to get set up on Xnet!).

Our current set up is a Dynalink RTA1320 and a Linksys WRP400, with a standard handsfree phone.

Can anyone from Xnet (or anyone else out there) give me some advice?

Thank you
Susan

marmel

1924 posts

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#194127 4-Feb-2009 22:12

Probably best to call the help desk during buisness hours.

I had a similar problem when I was with xnet although not as frequently as your issue. My adsl line was dropping out occasionally which terminated and vfx call we were makng.

Xnet had our profile changed which helped a bit but slowed down the internet speed.

susann

7 posts

Wannabe Geek

#194138 4-Feb-2009 22:41

Thanks marmel - I should give them a call, it's just a real pain when we're both working during business hours and we'll no doubt need to be in front of the computer/equipment to check settings etc. But we'll try...

BTW, I don't think the whole connection is cutting out as the internet doesn't drop out as well - and the other person can still hear me on the phone, I just can't hear them...

cheers
Susan

Niel

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#194158 5-Feb-2009 06:05

I normally e-mail them with the problem and it gets sorted fast. They can look at logs to find the fault and can also remotely log into your VFX box, no need for you to be in front of the computer. But they will probably see your post here and already be working on it.

You can never have enough Volvos!

sico77

37 posts

Geek

#194190 5-Feb-2009 09:14

Hi Susann.
Im one of the VFX techs here at WXC.
I've had a chance to look at whats going on.
The WRP400 you're using appears to have stuck in a loop.
Its trying to load a file from our server thats failing - Retrying - Failing, and repeating that cycle over and over.

If you have already power cycled the device we'll have to factory reset the Phone service and then re-setup our VFX service again.

However this problem could also be caused by the Dynalink RTA1320 in front of the WRP400.
Your ADSL modem may require Port forwarding or an adjustment of either a Filtering/ALG settings.
With a physical setup such as your i would recommend using either Half-bridged mode or setting up the WRP as a DMZ host.

Its impossible to tell from here which one is causing this issue so I would recommend calling us on the helpdesk so we can find out and fix it for you.

0800 149 638
Our helpdesk hours are:
8am-8pm weekdays
10am-4pm Weekends and Holidays. (including tomorrow)

I've made some notes on your account so if you do call in just quote your username/acct# and the techs here should be able to pick up from there.

Cheers.

marmel

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#194194 5-Feb-2009 09:20

Excellent customer service, well done.

Niel

3267 posts

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#194298 5-Feb-2009 15:47

I've got an RTA1320 (latest hardware build and firmware) and WRTP54G. I've found the modem locks up suddenly every week or two. It starts with the web interface slowing down before internet traffic suddenly stops. To get everything working again required resetting both the WRTP and the RTA or else the WRTP would not renew it's IP address. The boot-up sequence was more critical when in half bridge mode, but I prefer having access to the modem statistics page anyway. Simple solution was to set the WRTP WAN port to a static address. Now I only need to reboot the modem, the rest reconnects automatically.

The real solution is to get a decent modem. Having absolutely no problem with our AG310 (on the other connection) and would get another one if I had spare cash and did not need WiFi.

You can never have enough Volvos!

RedJungle

Phil Gale
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#194316 5-Feb-2009 16:33

Welcome back WXC support, we missed you!

Wise

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susann

7 posts

Wannabe Geek

#195829 14-Feb-2009 15:32

Hi sico77 (Simon I believe?)

Thanks for your reply. I've finally had a spare moment to give the xnet helpdesk a call. Unfortunately, although the notes you made were attached to my account, the tech said he couldn't help (and no one else there could). He said that you were the one i needed to speak to. Is there any chance we can arrange a time afterhours (i.e. after 6:15pm weeknights) to try and get this issue sorted? Unfortunately I'm at work all day and assume I need to be by the equipment while we speak.

Cheers

Susan

coffeebaron

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#195948 15-Feb-2009 19:03

Hi Susan,
What area are you from? I do onsite tech support in the West Auckland area, and I'm also a WxC dealer. I've installed various VFX configurations for other clients, so please feel free to send me a PM, or post another comment if you would like an alternative support option.

Thanks
Fraser

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Starlink installer - one month free: https://www.starlink.com/?referral=RC-32845-88860-71
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Cel-Fi supply and installer - boost your mobile phone coverage legally

Need help in Auckland, Waikato or BoP? Click my email button, or email me direct: [my user name] at geekzonemail dot com

sico77

37 posts

Geek

#195990 16-Feb-2009 08:42

Hi Susan
Yes we i will need you at your computer to trouble shoot this one.
Im only at work until 5:00pm this week however I will arrange for another VFX tech to call you 6:15 tonight.

Hatch

797 posts

Ultimate Geek

#196890 20-Feb-2009 12:05

Sorry if I appear to be hijacking this thread, but I have exactly the same problem.

I'm running a D-Link 502T in DMZ to a WRP400.

After submitting speedtest and WinMTR results to support I have been given this diagnosis:

"..both these IP's are showing higher than expected latency and one MTR shows a
massive ping spike. I would say the issue lies with customers local LAN."

"What you ideally need to do is setup your ADSL modem into half bridge mode of DMZ mode and forward all traffic to the WRP400 and then let the WRP400 do the DHCP and the signal sending to the local lan.
Unfortunatly we cannot support that side of the setup of ADSL modems. I would reccomend calling the modem manufacturer to setup your ADSL modem into half bridge mode through to the WRP400 and see if these issues are resolved. If you have an alternate modem then you could also try this."

Fortunately I have an unlocked 502T not a telecom one and I should be able to do this.

Could Coffeebaron or anyone else offer any advice in regards to this? I was told by many that DMZ was preferable to Half-Bridge.

To Susann, I was told I was the only person experiencing these episodes of "silent spots", so it's good to find someone else suffering the same dilema, hopefully we can come up with a resolution.

Many thanks.

HATCH

Tizza5

51 posts

Master Geek

#197934 25-Feb-2009 10:19

Well that's what you get for using a D-Link router!