ISP & VoIP woes



  • We have a cloud hosted PBX with 3 sites connecting to the same PBX. One of the three locations consistently (but also sporadically) has issues with call quality. Incoming calls seem to be terrible, almost to the point where you cannot hear the person on the other end. During the times that this happens, I run other tests from a phone here at my office, as well as from the 2 other locations. (Keep in mind that all locations connect back to the same PBX in a data center. The location having the issue has a Ubiquiti ER-4. I have UNMS hooked up to it and I can see super high latency during these times where bad call quality is reported. (Normal 30-40 ms latency VS about 400 ms latency during these times)

    I am convinced that there is something going on with their Comcast coax connection. Technicians were out to the location, they replaced the modem, checked the lines, etc. They ensured us that there were no issues are drops. (at least while they were testing)

    Any tips regarding how I can get them to run a deeper diagnostic or in some way prove to them that there is an issue with Comcast?



  • @fuznutz04 said in ISP & VoIP woes:

    ey replaced the modem, checked the lines, etc. They ensured us that there were no issues are drops. (at least while they were

    I had this same issue. It took weeks and multiple trips from Cox technicians to find the problems.

    In my case - it was neighbors injecting line noise into the coax plant.

    To solve it - Cox had to get into the homes of those customers and replace cabling.

    Like you, it was primarily happening only at a given time (for us it was 8-10). I'm assuming some neighbor was watching TV daily during that time - or some other coax usage thing - causing our issue.

    Cox told me that the coax cable that most TVs come with today is total shit, and customers hooking up their devices with that cable end up causing a lot of issues.

    I would do my best to narrow down specific times it's happening, and then make sure Comcast has a tech onsite 20 mins before that time, and then they can watch the line noise, etc... Hope this helps.

    FYI - our was causing our Faxes to fail, not phone calls, our VOIP goes over a different circuit.



  • not a lot you can do except talk to the provider. if you get super lucky they will listen.



  • @JaredBusch said in ISP & VoIP woes:

    not a lot you can do except talk to the provider. if you get super lucky they will listen.

    Yup, call @Phil-CommQuotes and maybe get a quote from a different provider. Comcast is known for these kinds of issues, getting them to actually try to fix anything is super hard.



  • @Dashrender said in ISP & VoIP woes:

    f those customers and replace cabling.
    Like you, it was primarily happening only at a given time (for us it was 8-10). I'm assuming some neighbor was watching TV daily during that time - or some other coax usage thing - causing our issue.
    Cox told me that the coax cable that most TVs come with today is total shit, and customers hooking up their devices with that cable end up causing a lot of issues.
    I would do my best to narrow down specific times it's happening, and then make sure Comcast has a tech onsite 20 mins before that time, and then they can watch the line noise, etc... Hope this helps.

    Good tips. I'll watch this daily to see if I can find a pattern. Thanks!



  • @JaredBusch Yeah, I had this once previously at a client site. Turns out a squirrel was chewing through the wire coating and during times of rain, it would screw up the signal. They replaced the line to the building and all was well.



  • @scottalanmiller said in ISP & VoIP woes:

    @JaredBusch said in ISP & VoIP woes:

    not a lot you can do except talk to the provider. if you get super lucky they will listen.

    Yup, call @Phil-CommQuotes and maybe get a quote from a different provider. Comcast is known for these kinds of issues, getting them to actually try to fix anything is super hard.

    Good idea. Never used him before.



  • @fuznutz04 said in ISP & VoIP woes:

    @scottalanmiller said in ISP & VoIP woes:

    @JaredBusch said in ISP & VoIP woes:

    not a lot you can do except talk to the provider. if you get super lucky they will listen.

    Yup, call @Phil-CommQuotes and maybe get a quote from a different provider. Comcast is known for these kinds of issues, getting them to actually try to fix anything is super hard.

    Good idea. Never used him before.

    From another thread, here his number.

    E58335E1-C3C6-4315-B4E7-D31AD0A85121.jpeg



  • @fuznutz04 said in ISP & VoIP woes:

    Good tips. I'll watch this daily to see if I can find a pattern. Thanks!

    We had a similar issue at a customer. The customer had terrible latency and dropped pings beginning everyday at about 3:35pm

    It was a faulty cable modem in a house nearby. This kids came home from school!



  • @JasGot said in ISP & VoIP woes:

    @fuznutz04 said in ISP & VoIP woes:

    Good tips. I'll watch this daily to see if I can find a pattern. Thanks!

    We had a similar issue at a customer. The customer had terrible latency and dropped pings beginning everyday at about 3:35pm

    It was a faulty cable modem in a house nearby. This kids came home from school!

    I feel like I remember that story.



  • If someone in the neighborhood is using MoCA, you could put this adapter on the business' incoming cable line, before the first split or amplifier. It would block their interference. link



  • @pirho99 said in ISP & VoIP woes:

    If someone in the neighborhood is using MoCA, you could put this adapter on the business' incoming cable line, before the first split or amplifier. It would block their interference. link

    As an end user recipient "we" shouldn't be installing anything and the provider should be fixing their crappy service.



  • @pirho99 said in ISP & VoIP woes:

    If someone in the neighborhood is using MoCA, you could put this adapter on the business' incoming cable line, before the first split or amplifier. It would block their interference. link

    This won't make any difference though - because the signal has to leave the building, i.e. go where the line noise is, to get out to the rest of the world... so the problem would still be there.


Log in to reply