Poor genius call quality?

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Poor genius call quality?

hyperman

418 posts

Ultimate Geek

#138887 20-Jan-2014 20:48

as of tonight I have had a few very bad call's using genius

VF mobile, landline and another orcon genius user all have resulted in very poor call quality where the voice is breaking up?
any Ideas?

The views expressed by me are not necessarily those of my employer

1 | 2

409 posts

Ultimate Geek

#970297 20-Jan-2014 21:05

are you smashing the connection, at the same time you are on the phone? does the other person mention the poor quality?

FireEngine

1223 posts

Uber Geek

Trusted

#970336 20-Jan-2014 22:09

Genius has QoS so shouldn't be affected by data usage on the line. Follow the link in my signature, it'll take you through some basic checks and log a support ticket <to me - its in beta test> if needed...I'm assuming you only have a single handset, if you have more than one does it occur on all of them?

Regards FireEngine

hyperman

418 posts

Ultimate Geek

#970341 20-Jan-2014 22:24

FireEngine: Genius has QoS so shouldn't be affected by data usage on the line. Follow the link in my signature, it'll take you through some basic checks and log a support ticket <to me - its in beta test> if needed...I'm assuming you only have a single handset, if you have more than one does it occur on all of them?

Nice self help! but nothing really fits my problem....

yes I do have more than 1 h/s and have tried both I even tried using "genius go" and still got the same call quality thus points more towards a problem somewhere else.

The views expressed by me are not necessarily those of my employer

hyperman

418 posts

Ultimate Geek

#992560 22-Feb-2014 21:44

Bumping this up.....

This problem seems very erratic but any fix so far has only been temporary :(
Ticket # for anyone who is able to look into this 11658613

The views expressed by me are not necessarily those of my employer

woody99

165 posts

Master Geek

#992590 22-Feb-2014 22:13

I'm having the same issues. Voice breaking up. Only hearing half of every word spoken.

hyperman

418 posts

Ultimate Geek

#992594 22-Feb-2014 22:16

woody99: I'm having the same issues. Voice breaking up. Only hearing half of every word spoken.

so.....
this points to exactly what I thought it was and nothing to do with my router as you are now the third person having the same issues ........

The views expressed by me are not necessarily those of my employer

woody99

165 posts

Master Geek

#992605 22-Feb-2014 22:38

Yep. Probably the last day or two? System is unusable at present. Like being in a very poor cellular reception area.

Equinox IT

Cloud spending continues to surge globally, but most organisations haven’t made the changes necessary to maximise the value and cost-efficiency benefits of their cloud investments. Download the whitepaper From Overspend to Advantage now.

FireEngine

1223 posts

Uber Geek

Trusted

#992627 23-Feb-2014 00:08

woody99: Yep. Probably the last day or two? System is unusable at present. Like being in a very poor cellular reception area.

Ok the likely source is something in the link from the PSTN network to the SIP network. With some carriers we have SIP interconnect so this could be being introduced outside our network. To trace this we will need specific examples that include:

Date
Time
A-Party number
B-Party number

Please log support tickets with preferably 3 examples per ticket with details as here.

Worth stating that having looked at ALL incoming residential phone-related fault tickets over the past two weeks, I am NOT seeing any significant reports of poor voice quality and those that there have been have been related to issues with the underlying copper circuit.

Regards FireEngine

hyperman

418 posts

Ultimate Geek

#992647 23-Feb-2014 07:16

FireEngine:
woody99: Yep. Probably the last day or two? System is unusable at present. Like being in a very poor cellular reception area.

Ok the likely source is something in the link from the PSTN network to the SIP network. With some carriers we have SIP interconnect so this could be being introduced outside our network. To trace this we will need specific examples that include:

Date
Time
A-Party number
B-Party number

Please log support tickets with preferably 3 examples per ticket with details as here.

Worth stating that having looked at ALL incoming residential phone-related fault tickets over the past two weeks, I am NOT seeing any significant reports of poor voice quality and those that there have been have been related to issues with the underlying copper circuit.

Not sure if this is any direct help as I dont have times for it.
But seems more like the general interconnect (possibly hamilton as I have spoken to another hamilton cust with the same problem)
As I was trying all sorts of numbers even 0800000000 and 0800131415

The views expressed by me are not necessarily those of my employer

FireEngine

1223 posts

Uber Geek

Trusted

#992686 23-Feb-2014 10:15

hyperman: Not sure if this is any direct help as I dont have times for it.
But seems more like the general interconnect (possibly hamilton as I have spoken to another hamilton cust with the same problem)
As I was trying all sorts of numbers even 0800000000 and 0800131415

Nice try but there is no "general interconnect" :-)

We need the numbers and date/time so that we can trace the path of that precise call, with several thousand calls/hr its a pretty big haystack otherwise.

The most common cause of poor audio quality in a SIP environment is the crackle/static is injected at source (handset or analogue-to-SIP interconnect).

Regards FireEngine

hyperman

418 posts

Ultimate Geek

#992754 23-Feb-2014 13:09

FireEngine:
hyperman: Not sure if this is any direct help as I dont have times for it.
But seems more like the general interconnect (possibly hamilton as I have spoken to another hamilton cust with the same problem)
As I was trying all sorts of numbers even 0800000000 and 0800131415

Nice try but there is no "general interconnect" :-)

We need the numbers and date/time so that we can trace the path of that precise call, with several thousand calls/hr its a pretty big haystack otherwise.

The most common cause of poor audio quality in a SIP environment is the crackle/static is injected at source (handset or analogue-to-SIP interconnect).

This problem sounds like you are talking to a robot ie pitch goes up and down and misses parts of the words.

I will start keeping a log but for general info it seems to mostly be 8-10 pm if that points to a load timeframe

The views expressed by me are not necessarily those of my employer

kornflake

409 posts

Ultimate Geek

#992847 23-Feb-2014 16:05

what is yr connection? if you do not have a cir, you ate at the mercy of what anyone one else on your exchange is doing, QoS will only go so far, then again it could a sbs or network issue.

kornflake

409 posts

Ultimate Geek

#992864 23-Feb-2014 16:36

does the person on the other end, mention the bad audio, this is a very important question. Does the genius give a mos for each call?

hyperman

418 posts

Ultimate Geek

#993045 23-Feb-2014 22:28

kornflake: what is yr connection? if you do not have a cir, you ate at the mercy of what anyone one else on your exchange is doing, QoS will only go so far, then again it could a sbs or network issue.

I am on standard residential Adsl so no CIR here sorry and my connection is barely been used....

kornflake: does the person on the other end, mention the bad audio, this is a very important question. Does the genius give a mos for each call?

Both ends can hardly understand each other and is not related to what number I call
Even stranger is if I call using the genius go app. (using wifi) Its no problem

The views expressed by me are not necessarily those of my employer

woody99

165 posts

Master Geek

#993046 23-Feb-2014 22:30

I've been on the phone to support this afternoon. The very helpful fellow told me the last caller had been complaining of the same problem.

No fix yet. Been elevated to next level.

1 | 2