Choppy sound both on incoming and outgoing calls

[shoryuken]

Hi,

I purchased SIP settings a few months ago and up until the last couple of days everything had been great. Over the last couple of days the sound quality has been so poor that I can't even maintain a conversation and have had to use either my cell phone or another SIP provider.

I am using an ATA box (GrandStream HT386).

Any help would be greatly appreciated.

TIA

[redshift]

If nothing has been changed on your end, it could be freephoneline as myself and a few others have noticed some choppy sounding voice in the last few days too.

[shoryuken]

I hope that someone from the company will look into this and respond soon, particularly if this isn't an isolated case.

[redshift]

Admin,

Once again thanks for taking the time to answer all our questions and provide us with support. This choppy call issue has been going on all weekend, and I've tried everything on my end (including trying someone else's internet) is it a known issue, and if so do we have a possible ETA on a fix?

The problem I'm encountering is that the incoming voice is choppy but my outgoing voice seems to be okay. I've tried my back up voip providers and there don't seem to be an issues with them, so it's not my equipment that's at fault.

[ascold]

Yes Im getting those sounds too.

[FONGO_steve]

For those who seem to be affected by this problem:
Please email the following info to admin@freephoneline.ca with the subject "Call Quality Issue"

*The number calling you OR the number you called to when last experiencing the problem
*EXACT time of call - when we're searching through gigantic logs we need as specific info as we can to narrow things down
*Description of the problem encountered

There seem to be a few small reports of bad audio quality developing for some users, but the vast majority of our users seem just fine. If we can get a bunch of email reports then we'll see what the similarity is and fix things as fast as we can!

Thanks guys and gals

[shoryuken]

Thanks Steve,

I'll try to look to keep a record of the occurrences and send them to the email address you've provided.

Cheers

[jovan1]

It is happening to me also.
It is happening with all calls.
Other side does not here words and we have to repeat them.
Also we dont here other side to, and they repeat words.
I have also question: Do we all use:
Use Preferred Codec: G729a .
My Linsys works vey bad with this setting and I have changed it ot Default setting G11a.
I will send my calls to admin@preephone line.ca
Thanks.

[amitmeh]

does changing the pref codec to G711U make the quality better? All of my calls have really choopy sound.

[jovan1]

I would like to get answer from Admin in freephoneline.
My system was useless with G29. I chnaged it ot G11a and it is better, but still very choppy, lots of breaks in sound. Very bad sound.

[FONGO_steve]

Use G729a as your codec. As it states on your SIP settings, this is the preferred codec used by and supported by our system.
Use of any other codecs can result in unpredicted problems and poor sound quality. We do not provide any support for other codecs.

[jovan1]

I will return to those settings today -G729a.
First time it was completly useless.
Do I put use preferc code only as yes or no?

[FONGO_steve]

I will return to those settings today -G729a.
First time it was completly useless.
Do I put use preferc code only as yes or no?

Please set it to yes

[jovan1]

When I change setting to use codec G729A, my system is useless. I cannot speak or here anybody. "Voice dim and choppy" is what I opened in FAQ and never solved. If I use G11, I can use system, but I voice is very choppy with lot of words missed, must be asked to repeat them or so!
I ahve tried to get phone support, but phone is busy.
I have to get help, and I will try to call again!

[jovan1]

IN my SIP setting is Recommended Dial String.

Where do I put this setting?

[FONGO_kris]

It will be in the Line 1 or Line 2 settings of your ATA, if you bought it from us you can call in for support otherwise call the manufacturer.

[kosiko]

Hi admins,

I aware the choppy sound too in the recent couple days. I am using 711u CODEC, SPA-1001 ATA. It was great since the 1st day I used FPL back to March 2009, it just became choppy recently.

I would not agree that this issue is only happens to small portion of users, please help us the report this issue and have the tech team to do the investigation.

Thanks

K.

[FONGO_steve]

Hi admins,

I aware the choppy sound too in the recent couple days. I am using 711u CODEC, SPA-1001 ATA. It was great since the 1st day I used FPL back to March 2009, it just became choppy recently.

I would not agree that this issue is only happens to small portion of users, please help us the report this issue and have the tech team to do the investigation.

Thanks

K.

As of now, the issue is only happening to a very very small number of people in our large user base. Please use the information from my post above to send us the appropriate email.
Also, make sure you are using G729A and have "use preferred codec only" set to Yes. If you aren't using the codec we support, then unfortunately we will disregard any emails relating to poor sound quality.

[jovan1]

I have problems after configuring with your configuration settings.
It is not always.
Is there any way that we can check internet speed and performances and find out is it cause of the problem?
I am using Rogers Extreme, but very often freephone line quality is degraded. Usually throuhg bisiness days, quality is poor. Eveneings and weekends are usually OK.

[magicray]

Had FPL or about a year now getting dropped packets when looking in my ATA2 info page. In a 10 minute conversation about 800 - 1200 packets are dropped, all of my setting have been the same for the last while. using G729 codec only with 0.20 RTP, tried to pinpoint the problem but no luck.

Also to the admin, when you say only a small amount of people are affected that's maybe becuase only a few people would come to the forum and post their problems.

[kosiko]

Also to the admin, when you say only a small amount of people are affected that's maybe becuase only a few people would come to the forum and post their problems.

Can't agree any more

[FONGO_steve]

Also to the admin, when you say only a small amount of people are affected that's maybe becuase only a few people would come to the forum and post their problems.

Can't agree any more

Out of the hundreds of phone calls I take each day, maybe one or two is related to quality

[FONGO_kris]

We also have call centers... Out of those there are about 12 - 13 people.

[jovan1]

Call center is not good to measure problems.
If I want to call after 5 PM, it is imposible to reach you. I got busy signal. Thet means lot users cannot reach call center.

[FONGO_kris]

This is true, and we are working on some routing difficulties. Steve and I have personally tested all these FPL Call Center numbers with 3 or 4 different phone numbers, with 3 or 4 subsequently different area codes. So far we have come up with no solution but that is just in a week or two. If you try Ayr, or Ajax (basically the first 4 - 5 numbers) they should work and seem to have been unaffected by this issue. We will keep you updated as much as we can regardless to say we are on the phone all day and manage this (being the forum) with most if not all of our spare time during the work day / evening.

Keep in mind around the time I started to work here there was only one (yeah you read right, one.) person managing FreePhoneLine who did a fantastic job of offering technical support, as well as improving our systems exponentially. As of now Steve and I are among the most experience of technicians here, dealing with most of the issues personally unless they are in need of programming modification, then they are handed off to the programmers. This being have most of the developmental tools at their disposal.

I do understand call volume is not a good way to manage complaint statistics, but as of now there is not much else we can do but monitor calls, emails, posts, for common topics. Most people I have dealt with call in as a last resort and are extremely upset. The reason being, they have waited until the issue is at it's worst or has inconvenienced them for too long to call in. I can tell you now we have technicians here who get paid to answer phones and try to assist you in fixing your problems with FreePhoneLine, be it software or service related or general complaints!

Trust me I don't think they'll be too upset if they have to do what their being paid to do which is answer phones and help you guys out to the best of their knowledge!