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Other party can't hear me when I call them

(9 posts) (4 voices)

Started 10 months ago by khimany
Latest reply from khimany
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khimany

New customer
Joined: Jun '12
Posts: 11
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From past couple of days, I am experiencing intermittent problems with PP. When I place a call, other party can't hear me. I have tried calling a few different people, and have experienced same results. No it is not my phone handset. I have 5 handsets, and all of them experience similar issues intermittently. It is not very frequent, and doesn't happen all the time, however, happens sometimes.

I have tried cycling the power on all my devices (modem, ATA, and router). My ATA is directly connected to the internet, and it feeds my router.

Not sure if anyone else has experienced or is experiencing any similar issues. I tried looking up on the forum, but wasn't able to find any related or similar posts.

I haven't contacted PP support yet, however, I plan to do so sometime tomorrow if the issue persists.

The problem is that it is so intermittent that I can't recreate the situation on demand. Therefore, I don't know if calling PP tech support would help as it may not happen when I call them.

Any suggestions on what to do?

Posted 10 months ago #
jacobslive

Senior Customer
Joined: Dec '11
Posts: 284
offline

@khimany
Did you happen to have checked your internet connection speed by any chance? If not, please visit the speed test page at http://www.phonepower.com/speedtest and share your result with customer care. It will help them to narrow down the issue. Good luck!

Posted 10 months ago #
thepcguru

Preferred Customer
Joined: May '11
Posts: 777
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Actually, ignore Jacob he don't know WTH he is talking about...all that bootlegged rum from last year that I gave him. :( He got to drunk and got scurvy from a landluber. Me knows a secret link that that only a select few PP pirates knows about mateys.

http://speedtest.phonepower.com/complete.html

Also note your IP by going to whatismyip.com and give it to PhonePower and let them know you ran the complete quality test. Make sure nothing else is sucking bandwidth while running eg. wireless computers, game counsels, VoIp app or an ATA, etc.

Posted 10 months ago #
jacobslive

Senior Customer
Joined: Dec '11
Posts: 284
offline

thepcguru said:
Actually, ignore Jacob he don't know WTH he is talking about...all that bootlegged rum from last year that I gave him. :( He got to drunk and got scurvy from a landluber. Me knows a secret link that that only a select few PP pirates knows about mateys.

http://speedtest.phonepower.com/complete.html

Also note your IP by going to whatismyip.com and give it to PhonePower and let them know you ran the complete quality test. Make sure nothing else is sucking bandwidth while running eg. wireless computers, game counsels, VoIp app or an ATA, etc.

lmao, yeah I'm fkg drunk "now" after visiting your link! :D

Posted 10 months ago #
thepcguru

Preferred Customer
Joined: May '11
Posts: 777
offline

Yeah Java is some good !@$# huh. :-) But http://youtu.be/020XHZ-n8OA can get ya
wrists in some cold metal in the hotel county lockup.

Posted 10 months ago #
Yankee Tech

Staff
Joined: May '11
Posts: 572
offline

Your test results would have to show 100% packet loss on the up stream for it to be an issue where the other party couldn't hear you at all. Now if it is an issue with the quality of the audio that could be the case.

I setup a ticket for a tier 2 agent to call you. They will need to confirm a couple of things about your network lay out and then we can start trouble shooting.

Posted 10 months ago #
khimany

New customer
Joined: Jun '12
Posts: 11
offline

Thanks guys for the response. I didn't see the posts uptil now, and now I am at work, so, I won't be able to run the speedtest, but will do once I get home.

I have ran other speed tests, and haven't found any issues with the speed of my network. I get about 20-25Mbps download (depending on times I run), and around steady 2.09Mbps Upload with Ping of 9-13ms at all times.

I don't think the network is an issue ... or atleast, it shouldn't be an issue.

Yankee Tech, thanks for setting up the ticket for me. If the tier 2 agent will call my home number (the PP number), then he won't be able to get hold of me until the evening today, as I am at work now. Can you give me the ticket number, so I can call in and leave my cell number on file? Also, the party party can hear me sometimes when I speak very loud, however, they can't hear me when I talk normally ... I am not sure what that points to. May be a bad call quality? However, I can hear them perfectly fine - no echos, nothing.

My network layout is given below:

Cable Modem (Cogeco is my internet provider - I am on 30Mbps plan with them) --> Goes into Internet/WAN port of PP ATA device --> Then a cable from Computer/LAN on PP ATA Device goes into my Router (it is 300Mpbs wireless router) --> I have some hardwired connections, and many wireless connections. One of the hardwired connection from my router feeds a Powerlines adapter, which feeds another 300Mpbs router on the second floor. Both of my routers are same make / model, but both of them run on different channels and have different subnets.

In short -- My PP ATA device gets fed directly from the cable modem.

Hope this helps.

Update:
-------
PS: My wife just called after I posted this to say that the tech had called her, and asked her to call any number and that he would monitor the call quality. This time everything went well as she called me and I could hear her perfectly fine. He said he will monitor the traffic as he is directly connected to the PP ATA device.

He sent the speed test link to run it after we experience bad quality again, and that they will have the results at their end to compare.

Posted 10 months ago #
Yankee Tech

Staff
Joined: May '11
Posts: 572
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khimany the tech sent you a speed test email and the ticket number is the first 6 digit number in the subject line. In regards to your issue it doesn't sound like it is network related since you stated if you speak up far side can hear you. Are the 5 handsets all part of the same cordless phone system & have you tried with a regular corded line?

Posted 10 months ago #
khimany

New customer
Joined: Jun '12
Posts: 11
offline

Thanks Yankee Tech.

Yes, all 5 handsets are part of same phone system, and I did try with the corded phone that is part of the same system as well. As I mentioned earlier, it is intermittent, so it is difficult to pin point. The same cordless phone works well (I don't have to speak up), when I am talking to the other party, but next time I call using the same set, I have to speak up, and sometimes they can't hear anything.

I will run the speed test, and will provide the info later in the evening today, once I get back home. Hopefully, that info would provide more insight into the problem.

Thanks for the quick response.

Posted 10 months ago #

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