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james-guist avatar image
james-guist asked mike commented

Calls Dropping

I just recently took over the IT for my company.  They have been having many issues with ringcentral service.  Calls will just drop throughout the day.  They will be on a call with a customer and the line goes dead.  Occasionally calls will have other quality issues also.  Most of the issues are with them dropping.  I reached out to their customer service and gave them a whole bunch of data from tests they had me run.  The final test I ran was to ping google from a cmd line, while I was running a speed test.  When the speed test was checking download speeds, my latency went from around 33ms --> up to 139ms.  Their customer service said my issue is with comcast and to contact them.  Does this seem like a latency issue?  Or is it Ring Central just pushing the issues to comcast?  
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mike answered
Hello James,  Based on what you described above, it does sound like there may be a latency issue, but there's not enough data above to tell for sure.  Do you have a case number, or can you tell us what the main phone number on the account is? 

Mike 
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james-guist answered mike commented
Thanks Mike for responding.  Case #03531613.  I have done my different types of tests, including the Qos and capacity tests form ring central.  All seem to show everything is fine.  I tried to dig in a little deeper and analyse the voip traffic using WireShark.  The SIP traffic shows alot of Errors.  Most of the calls dropped show a CANCEL then SIP 487 Request Terminated .  Not sure if this matters.
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mike avatar image mike commented ·
Thank you James,  I'll need to review the case notes to get a full understanding of the issue. The most recent note was with regard to contacting/reporting the latency issue to your ISP. Have you had a chance to do this yet?  
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james-guist avatar image james-guist commented ·
I have a call with them first thing in the AM.
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mike avatar image mike commented ·
OK Thanks. Be sure to update the case notes when you are done speaking with your ISP.  They are waiting for confirmation that they can fix the latency issue. 
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james-guist avatar image james-guist commented ·
Spoke w/ Comcast.  They didn't find any latency issues according to their tests.  They want to do a modem swap of course.  So according to them, it's not on their side. So frustrating...
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mike avatar image mike commented ·
Let us know after you get the new modem installed and test it again. If there's latency on the download side (which I can see there was),  they should be able to help you with that. 

Mike 
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