VOIP and modem issues - help!! :)

holme034 · 06-23-2007, 12:22 PM

BTW, I know this is a complicated issue, but just thought I would try and see if anyone has had these same problems as I have...thanks for the consideration.

I am new to this forum and need help, badly! I have AT&T Callvantage VOIP and Charter internet. Charter is my only option at this time. Here is the problem that no one can help me with, not even AT&T and certainly not Charter. First note that I have tried numerous configurations and welcome any suggestions. I am just stumped...
I have tried two different modems, two different phones, and replaced the TA, all with the same result. When I use the phone, every time, the call drops. I can hear the person on the other end but he/she cannot hear me. At this same time, the modem goes offline for a short time. It is almost like using the phone is too much for it to handle. Any suggestions about settings? I use a DLINK TA and a LinkSYS wireless router. The way my house it set up now, I am not able to use anything but a wireless connection into my computer. Right now, the signal goes from my modem, to my TA, then out to the router. I put it behind the router but had the same problem. Also, on another note, I often lose my wireless connection, well it is connected, but I cannot get to web sites and have to reconnect, even though it appears to be connected. I know this is a lot to write about, but if anyone can help me resolve this, I would be so thankful. I do not know where else to turn. I thought trying out a couple of forums might help. Thank you, Valerie

johnwill · 06-25-2007, 05:46 AM

It sounds like the signal to your cable modem is marginal. My first step would be to run some low-loss cable like RG-6U directly from the 2:1 splitter at the service entrance directly to the modem. I'd also replace the splitter with a high quality one to insure it's not the issue.

If that fails to solve the problem, then it's time to get Charter to do some signal strength measurements on your modem to see if your signal strength is low. What is the make/model of the charter supplied modem?

holme034 · 06-26-2007, 11:05 AM

Thank you so much. The Charter modem is SA, U10CO18. I also used a Motorola Surfboard with even worse results. Again, I appreciate your suggestions johnwill.

johnwill · 06-27-2007, 11:42 AM

OK, the fact that you've tried two modems seems to further reinforce the idea that it's a signal strength issue.

holme034 · 06-27-2007, 07:24 PM

Thanks again!!! I will try that. I already ordered a high-quality splitter just to see if it helps. You were very knowledgeable and helpful!!

johnwill · 06-28-2007, 11:12 AM

Let us know how you make out.

You may yet need to string a better cable.

holme034 · 06-28-2007, 11:20 AM

I was afraid I would need to do that. The way my home is set up, and where the box is located outside, will make this challenging. But, I will try. I do know the cables need to be replaced anyway. It is an old house.

Thanks again!!

johnwill · 06-28-2007, 11:25 AM

Well, I know that I had to string a new cable for my Comcast modem when I had Comcast, and my house was about 12 years old at the time.

06-23-2007, 12:22 PM	#1 (permalink)
holme034 Registered User Join Date: Jun 2007 Posts: 4 OS: Windows XP	VOIP and modem issues - help!! :) BTW, I know this is a complicated issue, but just thought I would try and see if anyone has had these same problems as I have...thanks for the consideration. I am new to this forum and need help, badly! I have AT&T Callvantage VOIP and Charter internet. Charter is my only option at this time. Here is the problem that no one can help me with, not even AT&T and certainly not Charter. First note that I have tried numerous configurations and welcome any suggestions. I am just stumped... I have tried two different modems, two different phones, and replaced the TA, all with the same result. When I use the phone, every time, the call drops. I can hear the person on the other end but he/she cannot hear me. At this same time, the modem goes offline for a short time. It is almost like using the phone is too much for it to handle. Any suggestions about settings? I use a DLINK TA and a LinkSYS wireless router. The way my house it set up now, I am not able to use anything but a wireless connection into my computer. Right now, the signal goes from my modem, to my TA, then out to the router. I put it behind the router but had the same problem. Also, on another note, I often lose my wireless connection, well it is connected, but I cannot get to web sites and have to reconnect, even though it appears to be connected. I know this is a lot to write about, but if anyone can help me resolve this, I would be so thankful. I do not know where else to turn. I thought trying out a couple of forums might help. Thank you, Valerie

06-25-2007, 05:46 AM	#2 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 30,171 OS: XP-Pro, Vista, Linux Blog Entries: 1	Re: VOIP and modem issues - help!! :) It sounds like the signal to your cable modem is marginal. My first step would be to run some low-loss cable like RG-6U directly from the 2:1 splitter at the service entrance directly to the modem. I'd also replace the splitter with a high quality one to insure it's not the issue. If that fails to solve the problem, then it's time to get Charter to do some signal strength measurements on your modem to see if your signal strength is low. What is the make/model of the charter supplied modem? __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

06-26-2007, 11:05 AM	#3 (permalink)
holme034 Registered User Join Date: Jun 2007 Posts: 4 OS: Windows XP	Re: VOIP and modem issues - help!! :) Thank you so much. The Charter modem is SA, U10CO18. I also used a Motorola Surfboard with even worse results. Again, I appreciate your suggestions johnwill.

06-27-2007, 11:42 AM	#4 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 30,171 OS: XP-Pro, Vista, Linux Blog Entries: 1	Re: VOIP and modem issues - help!! :) OK, the fact that you've tried two modems seems to further reinforce the idea that it's a signal strength issue. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

06-27-2007, 07:24 PM	#5 (permalink)
holme034 Registered User Join Date: Jun 2007 Posts: 4 OS: Windows XP	Re: VOIP and modem issues - help!! :) Thanks again!!! I will try that. I already ordered a high-quality splitter just to see if it helps. You were very knowledgeable and helpful!!

06-28-2007, 11:12 AM	#6 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 30,171 OS: XP-Pro, Vista, Linux Blog Entries: 1	Re: VOIP and modem issues - help!! :) Let us know how you make out. You may yet need to string a better cable. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

06-28-2007, 11:20 AM	#7 (permalink)
holme034 Registered User Join Date: Jun 2007 Posts: 4 OS: Windows XP	Re: VOIP and modem issues - help!! :) I was afraid I would need to do that. The way my home is set up, and where the box is located outside, will make this challenging. But, I will try. I do know the cables need to be replaced anyway. It is an old house. Thanks again!!

06-28-2007, 11:25 AM	#8 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 30,171 OS: XP-Pro, Vista, Linux Blog Entries: 1	Re: VOIP and modem issues - help!! :) Well, I know that I had to string a new cable for my Comcast modem when I had Comcast, and my house was about 12 years old at the time. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience