Awful VOIP Phone -what to do?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Awful VOIP Phone -what to do?

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#997059 1-Mar-2014 14:23

ADKM: Ray, I never signed up for anything, it was offered as a solution after I changed plans in December last. This involved moving from Chorus or Telecom equipment to Orcons and the rep advised it would be better. It wasn't - both up/down ADSL speeds were down on what they'd been. VDSL restored them plus more. Now 18MB in and 6 out. Not spectacular but within spec and I'd be more than happy with that if the phone was OK. There was no mention of VOIP and I had no idea what Genius was. I thought it was something to do with a mobile.

You can have a month - if it comes right I stay. If not you waive any termination fee and I can go to Telecom (who assure me they have normal phones). Is that OK with you ?

Deal.

I can only assume that as you signed up for the trial you didn't get the full terms and conditions and product explanation - for which I can only apologize.

Just to confirm, you were on Chorus equipment and still are, sounds like you were moved to LLU at some point, suffered cabinetisation (interference from Chorus equipment onto LLU equipment), and were moved back to fix that issue.....now VDSL is more sensitive to distance from the exchange than ADSL so we will carry out a full review and get the issue you have sorted.

Regards FireEngine

ADKM

860 posts

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#997083 1-Mar-2014 15:13

Excellent, couldn't be fairer. Thank you.

The opportunity move to VDSL was unexpected as most welcome as fibre is years away.

I really hope a solution is found, and more than happy to do anything I can this end, if required.

Cheers - Alexander

kornflake

409 posts

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#997205 1-Mar-2014 18:05

sounds like you have g729 a or b set as your preceded codec, that with no cir means you are in between a rock and a hard place. The "hiss" could be comfort noise, this can be injected into the active call, this is because sip is so clear, the comfort noise informs the parties on the call, the call is still up.

kornflake

409 posts

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#997246 1-Mar-2014 19:38

meant to say preferred codec, my apologies.

FireEngine

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#997314 1-Mar-2014 21:08

Cylon: Had same problems, how interesting that it is not just me being a dumbass know nothing dickbrain.

Get them to change it back to copper.

Hi Cylon, looks like we have had two issues reported, one we believed we fixed and couldn't get you on either phone so the team sent you a text asking to test and confirm, the other you were going to callback if the problem persisted. I can see you reported a one-way audio issue, is that still occurring?

Regards FireEngine

ADKM

860 posts

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#997324 1-Mar-2014 21:53

Kornflake if that's to me I'm not following too well. Don't know what a g729, cir, sip or b set is. Perhaps Fire Engine does.

Between a rock and a hard place seems situation normal! Can I change codecs? Is it worth a try?

FireEngine

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#997334 1-Mar-2014 23:01

ADKM: Kornflake Can I change codecs? Is it worth a try?

No. Don't do that, even if you can work out how to.

Regards FireEngine

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Zeon

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#997375 2-Mar-2014 01:22

Codecs will probably not help you in this situation. Have you tried getting a basic of basic phones (like wired) and plugging directly into the genius to see if that works OK?

Speedtest 2019-10-14

kornflake

409 posts

Ultimate Geek

#997446 2-Mar-2014 09:30

sorry never looked at a genius router, the g729 codec compresses the audio more than g711/22, in an effort to reduce required bandwidth needed fir a smooth call, with no CIR (committed information rate) I.e. if you have Euba 90 which has a cir of 90 Kb primarily for voice, the bandwith flowing in both directions should not fall bellow 90kb, back to your isp's core network, at any given point. If it does the isp is responsible to fix it, back to the contracted level, in this case 90kb. As you have a best effort connection, there is no real minimum (unless this has changed) throughput levels, therefore if the bandwidth in either direction drops below 50kb (assuming you are using g729 as you codec) you will experience poor audio on the active call.

FireEngine

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#998029 3-Mar-2014 11:09

Just a quick update, I've asked woody99 and ADKM to carry out some specific testing for us this evening to help resolve this.

Will keep you updated...

Regards FireEngine

FireEngine

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#999078 4-Mar-2014 21:05

OK, here we go. Indications are that this is resolved. Specific symptoms are:
Genius phone service (ADSL, VDSL or UFB)
Peak times (generally 7-10pm)
Genius customer sound very broken, other party reports good sound quality.

All the testing we have done (including that done by GZ'ers), indicates an almost complete absence of the poor sound quality previously occurring under the above circumstances.

Thanks to all, no further updates planned on this.

Regards FireEngine

kornflake

409 posts

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#999095 4-Mar-2014 21:29

be a good little engine that could, let us know what the issue was/is.

ADKM

860 posts

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#999156 4-Mar-2014 22:14

Confirming many calls last night and one lengthy one tonight resulted in no problem with audio.

The call tonight was to (and the same time) where several times previously I had to change to a mobile.

It's a huge improvement and a big thanks to FireEngine for stepping in and fixing. If this is the norm there will be nothing to complain about at all!

I wonder how Woody is doing now, and if we both had the same problem

FireEngine

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#999172 4-Mar-2014 22:46

kornflake: be a good little engine that could, let us know what the issue was/is.

Combination of things:

QoS settings tweak
Load
Sub-optimal Flux-capacitor settings

Regards FireEngine

FireEngine

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#999175 4-Mar-2014 22:50

ADKM: stepping in and fixing.

Please, proper network engineers fixed it, they will laugh at the mere concept of me fixing it.... ;-)

I'm just happy to gather symptoms and gently guide....

Regards FireEngine

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