[WXC/VFX] Why so many problems with VFX?

Forums › One NZ (including Farmside) › [WXC/VFX] Why so many problems with VFX?

ZiglioNZ

194 posts

Master Geek
+1 received by user: 4

#45507 3-Nov-2009 10:01

Hi,

I've just called the VFX support and an automatic message has acknowledged problems this morning with one way communication.
Today it's particularly bad but in my case, on a Telstraclear 4Mb/2Mb cable connection, this kind of problem is very frequent.
I've been a VFX customers for about 3 months. I reckon the Telstraclear connection is much worse than the Orcon Adsl I used to have, but despite that, Skype still works much more reliably than VFX.

Why?

I've followed all the instructions, opened all the required ports on my router, disabled QoS (how strange having to do that) and still the service it's pretty unreliable (let's not talk about the voice compression, the delays and the echo).

So, dear Wxc, where's the problem? is it with Vfx or Telstraclear?

Thanks,
Emanuel

PS Most of the time there's no data traffic other than Vfx

sbiddle

30853 posts

Uber Geek
+1 received by user: 9996

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#269692 3-Nov-2009 17:32

What device are you using for VoIP?

The issues you're having are definately to do with your setup rather than the VFX platform itself (apart from the issue this morning that was network related).

ZiglioNZ

194 posts

Master Geek
+1 received by user: 4

#269919 4-Nov-2009 10:15

Why blaming the setup? If something normally works, the setup is ok, isn'it?
Plus the devices are remotely configured by Wxc.
Anyway: it's the Linksys SPA2102 (http://www.xnet.co.nz/vfx/hardware.shtml)

Niel

3267 posts

Uber Geek
+1 received by user: 80

Trusted

#269995 4-Nov-2009 13:03

I phone South Africa, virtually no delay or echo (definately can not say the same for any calling card type service I've tried before). Phoning a normal land line is not the best (still better than cell phone quality), but phoning another VFX number is excellent. I've been on Fusion for some time now, think it is 1 1/2 years, and on VFX for about 2 1/2 years. Few outages, resolved quickly.

You can never have enough Volvos!

sbiddle

30853 posts

Uber Geek
+1 received by user: 9996

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#270112 4-Nov-2009 18:12

ZiglioNZ: Why blaming the setup? If something normally works, the setup is ok, isn'it?
Plus the devices are remotely configured by Wxc.
Anyway: it's the Linksys SPA2102 (http://www.xnet.co.nz/vfx/hardware.shtml)

There are large numbers of people who use the VFX service on a daily basis and have no issues at all. If you are having issues then logic dictates that it's more than likely an issue something in your setup.

Do you get echo on all calls or just to specific numbers? If you're suffering from echo problems on all calls then the problem potentially lies with the phone you are using. Is it a cordless phone? If so what brand? Have you tried another phone to see if the echo still exists?

As for call "compression" VFX by default will use G.729 as the voice codec. This is because it's a more robust voice codec and has far lower bandwidth requirements than uncompressed G.711 ulaw/alaw. G.729 also works far better when there is any jitter or packet loss which can both be common on some poor ADSL connections. G.729 is also essential if you're on an ADSL account that has throttling as the bandwidth requirements for G.711 would make calling impossible. Remember that products sometimes have to be deployed for the lowest common demoninator.

Voice quality is measured using a scale called MOS (Mean Opinion Score) and G.729 does rank below G.711 - most people however would not be able to tell the difference. If you want G.711 to be used on your device then ring VFX and they will create a custom config for you. Just be aware that you'll be using around ~87kbps in each direction for a call using G.711

You should also have QoS enabled on your router. Disabling QoS will cause issues. What sort of router do you have?

The problem is certainly nothing to do with TCL - I've been 100% VoIP on TCL cable for probably 4 years now. It's probably the "best" internet connection for residential VoIP here in NZ.

ZiglioNZ

194 posts

Master Geek
+1 received by user: 4

#270230 5-Nov-2009 09:34

sbiddle:
There are large numbers of people who use the VFX service on a daily basis and have no issues at all. If you are having issues then logic dictates that it's more than likely an issue something in your setup.

Lucky them. Again, the device is remotely configured so no issues there *unless the hardware is faulty*.

Do you get echo on all calls or just to specific numbers? If you're suffering from echo problems on all calls then the problem potentially lies with the phone you are using. Is it a cordless phone? If so what brand? Have you tried another phone to see if the echo still exists?

I'm connected straight to the box with a normal phone, not wireless.

As for call "compression" VFX by default will use G.729 as the voice codec. This is because it's a more robust voice codec and has far lower bandwidth requirements than uncompressed G.711 ulaw/alaw. G.729 also works far better when there is any jitter or packet loss which can both be common on some poor ADSL connections. G.729 is also essential if you're on an ADSL account that has throttling as the bandwidth requirements for G.711 would make calling impossible. Remember that products sometimes have to be deployed for the lowest common demoninator.

It seems to me that the quality of calls is worse than an early Gsm phone.
Even worse is voicemail (the wav file that is sent to the mailbox I'm talking about)

Voice quality is measured using a scale called MOS (Mean Opinion Score) and G.729 does rank below G.711 - most people however would not be able to tell the difference. If you want G.711 to be used on your device then ring VFX and they will create a custom config for you. Just be aware that you'll be using around ~87kbps in each direction for a call using G.711

That would be fantastic, thanks for the suggestion

You should also have QoS enabled on your router. Disabling QoS will cause issues. What sort of router do you have?

That was suggested by WXC help desk. I've got a D-Link DIR-615 I bought three months ago

The problem is certainly nothing to do with TCL - I've been 100% VoIP on TCL cable for probably 4 years now. It's probably the "best" internet connection for residential VoIP here in NZ.

I wouldn't be so certain... It's the international bandwidth per user in particular that seems to be much smaller on TC than Orcon.

Anyway the biggest problem I normally experience is one way audio, on the uplink, happening randomly. Often it happens a few seconds into the conversions and lasts between 5 and 10 seconds.

Thanks for your comments,
Emanuel

sbiddle

30853 posts

Uber Geek
+1 received by user: 9996

Retired Mod

Trusted

Biddle Corp

Lifetime subscriber

#270425 5-Nov-2009 17:53

One way audio is an almost certain sign of RTP traffic not liking the NAT firewall. What ports do you have forwarded to your device?

My suggestion would be to enable DMZ in your router and put the SPA box on the DMZ IP/port. If your issues go away (and I'm guessing they potentially will do) it's a clear sign that it is a firewall issue.

Dyson

Shop now for Dyson appliances (affiliate link).

ZiglioNZ

194 posts

Master Geek
+1 received by user: 4

#271875 10-Nov-2009 22:53

sbiddle: One way audio is an almost certain sign of RTP traffic not liking the NAT firewall. What ports do you have forwarded to your device?

Hi,

TCP: 5060-5069, 8060-8069
UDP: 5060-5069, 8060-8069, 35384-37834

My suggestion would be to enable DMZ in your router and put the SPA box on the DMZ IP/port. If your issues go away (and I'm guessing they potentially will do) it's a clear sign that it is a firewall issue.

I'll have a go, thanks again

ZiglioNZ

194 posts

Master Geek
+1 received by user: 4

#272183 11-Nov-2009 22:55

Update.

I've put the device in DMZ (provided having disabled Web access on Wan first!).
Tried one call, still problems.
So, I asked to change the codec to G.711. The quality seems better but I'll have to make a few more calls to see if the one way audio problem has gone away.

Meanwhile, I managed to configure Port 2 with a VoIP provider in Italy (the port was unlocked but the port was still set to use Wxc as an outbound proxy, so I had just to disable that under advanced settings for Port 2).
I've managed to call an 0800 number in Italy with amazing quality!
So now I have a kiwi number and an Italian one, both working!
At the same time, my wife is connected to her office on Vpn, all through the same router. IP is magic :-)