Customers may call the next number they are given, but far too frequently they will get distracted on another task, forget the number, call the next number in the directory or call a competitor with a retail location that is closer to their location. Each time a caller is asked to dial another number, the company loses a significant percentage of those calls. Along with the call, they lose revenue of the sale and the future potential of the customer. They lose the marketing dollars invested in enticing the customer to call. They may also lose staff time spent locating the branch that could meet the customer’s needs.

Voice over Internet Protocol (VoIP) enabled business telephone systems and Hosted PBX services allow businesses to connect phones and telephone systems together over broadband Internet connections. Hosted PBX services can be installed for minimal or no capital investment. They will also work with any major Internet Service Provider (ISP) including Verizon, Comcast, AT&T, Sprint and Centurylink. Even in a “stalled economy,” multiple location business can afford to integrate all their telephones with the low capital investment of Hosted PBX services and the wide availability of broadband Internet.

A fully integrated telephone system will allow calls to be transferred from one branch to another. When a branch can not meet the caller’s needs, the call is sent to another branch that can. The customer is not inconvenienced by having to write down and call another number, the revenue is realized, the customer may yield future potential revenue and customer service is enhanced.

1. Faulty electrical connection near Internet modem/router. Faulty electrical connections can be caused by bad cabling and loose connections. If it’s a cable modem, the modem must be attached to the first cable split and preferably the connection with the greatest signal level. If it’s a DSL circuit, no other cables should attach to the circuit between the telephone company box and the DSL splitter.

2. DSL circuit frequency interference. If it’s a DSL circuit, interference from other circuits in the telephone company’s cable bundle can cause packet loss, latency and outages. T1 circuits are prone for causing problems. T1 circuits installed in neighbors’ offices can interfere with DSL.

3. Interference from WiFi radio in Internet Modem/Router. Some Internet companies supply modems and routers with built-in WiFi access point capabilities. The built-in access point can be convenient, but it can play havoc with the modem/router itself. WiFi operates in the 2.4 Ghz frequency range. That is the same for many cordless phones and microwaves. Using any 2.4 Ghz device in close proximity to the WiFi enabled modem/router can overload the receive side of a WiFi radio and could cause many problems including device resets. This is true even if the WiFi is not being used as long as the radio is turned on. Make sure the WiFi radio is turned off in software programming for any Internet modem/router. If WiFi is needed, install a stand alone access point.

4. Virus, Worm or Trojan on a PC. Viruses, worms and Trojans can do more than just slow down a PC, they can slow down an entire network. Depending on what they are doing, they can be sending out significant network traffic that can slow down an internal network and give the appearance that the Internet is slow. They can also be sending traffic out to the Internet which would indeed slow down the Internet because they are consuming such a large quantity of bandwidth. It is wise to check PCs for malware anytime a network is slow for no apparent reason.

5. Quality of Service (QoS) Parameters Are Not Set Appropriately for the Available Internet Speed. When Voice over Internet Protocol (VoIP) is being used as well as other realtime data applications, many companies install/program QoS parameters into their Internet routers. One field in the configuration is the amount of available bandwidth. The router must know this in order to know when it is time to employ packet prioritization. It also means that the router will not pass through any more bandwidth then this availability setting even if more is available. If QoS settings are active in router configurations, make sure they are appropriate for the available bandwidth.

6. Congested ISP. ISPs frequently become congested during heavy traffic and sometimes during normal traffic use. Congestion can also happen between routers in their network and are especially prevalent in meet points between two ISPs. Detecting ISP congestion requires monitoring the Internet circuit with an ISP Packet Loss and Delay Test Tool. If the problem is intermittent, then the tool must monitor over an extended period of time such as several days or even a week.

7. ISP Not Delivering Promised Speed. Unless the Internet connection is a fixed circuit such as a T1, the delivered bandwidth from an ISP can vary throughout the day. Typically, the varied rate is due to congestion but it can be other factors as well. Still the rate can frequently be below the expected bandwidth. Speed tests can help determine the delivered bandwidth at a precise moment in time. Be careful, as speed tests results can frequently be misleading and they measure only what is happening at one moment versus an extended period of time.

If you are connected to the Internet but it is not performing as it should, the first step is to start a ISP Packet Loss and Delay Test on the IP address. This test will determine whether the problem is predominantly in or around the home/office of the IP address or somewhere within the ISP.

Net Neutrality

The Internet has generally worked on a “First Come, First Serve” basis. Meaning, as information flows through the Internet, it is processed and forwarded in the order it was received. This gives every Internet user equal access to all applications and services on the Internet. For example, an Internet user may have a DSL Internet connection from AT&T and may use it to gain access to services from Vonage. Although Vonage is a competitor, AT&T’s network treats their packets of information just the same as they would treat packets from their own services.

The neutral Internet has provided opportunity for many innovative ideas and business models to grow and prosper. Equal access has allowed many of those ideas to begin with little or no funding. Facebook and Google are well-known examples. Facebook was started by Mark Zuckerman when he was a college student at Harvard and Google’s first servers were in a friend’s garage near Stanford.

Why the FCC is Involved

Some major Internet Service Providers (ISPs) have attempted to block or slow down traffic from web hosts the ISP did not want its customers to have access. Recent examples include Comcast requiring Level3 (host for Netflix) to pay for faster access to its customers and Metro PCS blocking traffic from Vonage and Skype. These practices have alarmed customers, industry professionals and web-based service providers especially when some ISPs have a monopoly or duopoly in certain areas that they serve. They may deny customers from accessing desired services, stifle ideas and prevent new and innovative business models from having a chance for success.

In an attempt to prevent these problems and keep the status quo of the Internet, the FCC passed a weak set of stipulations preventing land based ISPs from unnecessarily blocking or slowing down content and an even weaker set of stipulations for wireless ISPs. These actions are being challenged in court and Congress. The long term effects of the actions are in doubt especially with the government’s poor track record of solving problems with rules and regulations.

For the record, the FCC is not attempting to regulate the Internet. It is only attempting to limit ISPs from selectively blocking or slowing down access to legitimate web sites and services.

Competition Solves the Problem

The Net Neutrality debate exists because there is not enough competition in the broadband market. Corporations like Comcast and Verizon must maximize their profit and act in the best interest of their shareholders. Their list of priorities does not contain the idealistic goal of protecting an open Internet. This does not make them evil. It is just a fact. How can an open Internet be in sync with the responsibilities of Comcast and Verizon? That is simple. Competition.

Christopher Yoo, director of the University of Pennsylvania Law School Center for Technology, Innovation and Competition, agrees. He is quoted in PCWorld as saying the net neutrality debate is less important than spurring broadband competition and implementing the FCC’s national broadband plan, released last March. The net neutrality debates in recent years “probably generated much more attention than they deserved.” If broadband competition was “robust enough, all these issues would go away.”

Real time applications like Netflix, online gaming and VoIP (such as business Hosted PBX services) are rapidly becoming the most popular applications on the Internet. Could Verizon and Comcast block or slow down some of this content while going head-to-head against a competitor that does not? Not likely since losing revenue would not be maximizing their profit potential. And that would be far more effective than any regulation government could ever put in place.

DSL Internet circuits may experience problems due to a variety of reasons. Most are related to the individual end user’s connection. And most can be detected through a simple check of Sync speed, attenuation and Signal-to-noise ratio (SNR) statistics on the DSL modem. This article will explain why these parameters are important, how to check them and how to improve the values.

It is always advisable to run a packet loss test on any Internet connection before an improvement project starts. The packet loss test should confirm that there is trouble at the end user’s connection and that the Internet Service Provider’s (ISPs) network is not the source of the trouble. In addition, the packet loss test will provide baseline statistics to compare future results against.

Assuming a packet loss test has revealed trouble at the end user’s IP address, it is time to look at the DSL modem and examine it for trouble:

Signal-to-Noise Ratio

According to Wikipedia.org, “signal-to-noise ratio (SNR) is a measure used in science and engineering to quantify how much a signal has been corrupted by noise. It is defined as the ratio of signal power to the noise power corrupting the signal. A ratio higher than 1:1 indicates more signal than noise.”

An everyday example of SNR is listening to music in your car over road noise or other people talking. The louder the radio compared to the other noise in the car, the more clearly you hear the music. The same is true for the DSL modem “hearing” the signal transporting the Internet traffic. When the signal is loud compared to the noise, Internet communication happens at a faster speed with less packet loss. When the signal is not loud enough compared to the noise, speeds slow down causing latency. Packets may be lost or discarded, creating retransmissions of data packets and trouble with real-time applications such as Voice over Internet Protocol (VoIP) used by Vonage, Skype and Hosted PBX providers. In fact, any real-time application will suffer including video streaming from Netflix, Blockbuster and others or any type of online gaming.

DSL Parameter Values

The values to check in a DSL modem are Sync, Attenuation and Signal-to-Noise Ratio.

Sync is described in downstream and upstream and is the connection speed in each direction. Downstream is from the ISP to the modem. Upstream is from the modem to the ISP.

Attenuation is the loss of signal over distance. The db loss is not just dependent on distance. It also depends on cable type and gauge (which can differ over the length of the cable), the number and location of other connection points on the cable. Attenuation is listed with both downstream and upstream values.

20db and below = Outstanding
20db-30db = Excellent
30db-40db = Very Good
40db-50db = Good
50db-60db = Poor and may experience connectivity issues
60db and above = Bad and will experience connectivity issues

Like Sync and Attenuation, SNR has downstream and upstream measurements.

6db or below = Bad and will experience no line synchronization and frequent disconnections 7db-10db = Fair but does not leave much room for variances in conditions.
11db-20db = Good with little or no disconnection problems
20db-28db = Excellent
29db or above = Outstanding

SNR will sometimes be displayed in margin or SNRM. This is the difference between the current SNR value and the SNR that is required to keep a reliable circuit at the connection speed. If the SNRM is minimal, the circuit is more likely to suffer intermittent connection faults and slowdowns. High margins are required to prevent bursts of interference from causing connection losses. The target SNRM is usually 6db but could be as high as 12db.

Determining the Values of a DSL Modem

Many DSL modem configuration pages can be viewed at the internal address of 192.168.1.254. Refer to http://broadband.modemhelp.net/dsl_modem_info/index.shtml and look up the specific make and model of the DSL modem or the manufacturer’s manual. The website or the manufacturer’s manual will give the modem configuration page address. Simply plug the address in a web browser of a PC connected to the modem and the page should load. Remember, these values can fluctuate. If intermittent problems are experienced, the values should be checked when all is well and compared to the values when trouble is experienced.

Improving the DSL Modem’s Values

Cabling and connectors are the most common cause of DSL problems. Internal wiring can easily be eliminated by simply plugging the modem into the Network Interface Device (NID) and unplugging everything else. The NID is usually located outside on a house or in an equipment room for a business. If the values do not improve to acceptable levels then the problem is with the modem or the ISPs infrastructure. Here are some things to try and look for:

1. Replace the modem.
2. Have the ISP verify that there are no load taps or bridge coils in their cabling.
3. Have the ISP verify that there are no T1 circuits grouped in the cable bundle serving the DSL (not likely to apply to residential).
4. If problems seem to be weather related especially during rain, have the ISP inspect and bypass any weather worn cabling or find better cabling pairs.
5. If none of the above is successful, have the ISP change the ports on the DSLAM.

If plugging the modem into the NID improved the values, then the problem is in the internal wiring. Check for the following:

1. Cabling from NID to modem is in good condition without any cable splices.
2. All telephone devices pass through a DSL filter.
3. Telephone jacks are in good condition and connectors behind the wall plates are solidly connected.
4. If the modem is plugged into a DSL filter, replace the filter.
5. If none of above is successful, unplug all telephone devices from the wall except the modem and check its values. If the values are acceptable, start plugging the other telephone devices back into the wall one at a time. Check the values as each device is plugged into the jack. When the modem values change back to an unacceptable range, the culprit has been found.

In most cases, the problem has been corrected by one of the items above. If the ISP has been involved, persistence may be required until a technician is found with the knowledge or customer care to fix the issue. Keep in mind, almost all Internet problems can be solved with determination and perseverance.

If you are having trouble with your cable provided Internet circuit, your first step is to determine whether the problem is in the Internet Service Provider’s (ISP) network or specific to your location. The best tool for determining the location of Internet trouble is an IP Packet Loss and Delay Test Tool.

Let’s assume that you have used an IP Packet Loss Tool and found either significant latency or packet loss happening at your site. In other words, the problem is specific to your location. What should you do next? Check the signal-to-noise ratio (SNR or S/N) on the cable modem.

Signal-to-Noise Ratio

According to Wikipedia.org, “signal-to-noise ratio (SNR) is a measure used in science and engineering to quantify how much a signal has been corrupted by noise. It is defined as the ratio of signal power to the noise power corrupting the signal. A ratio higher than 1:1 indicates more signal than noise.”

An everyday example of SNR is listening to music in your car over road noise or other people talking. The louder the radio compared to the other noise in the car, the more clearly you hear the music. The same is true for your cable modem “hearing” the signal transporting your Internet traffic on your cable system. When the signal is loud compared to the noise, Internet communication happens at a faster speed with less packet loss. When the signal is not loud enough compared to the noise, speeds slow down causing latency. Packets may be lost, creating retransmissions of data packets and trouble with realtime applications such as Voice over Internet Protocol (VoIP) used by Vonage, Skype and Hosted PBX providers. In fact, any realtime application will suffer including video streaming from Netflix, Blockbust and others or any type of online gaming.

Good SNR Values for Cable Modems

SNR values for cable modems are measured separately for downstream and upstream signals. Downstream is the signal transmitting from the cable provider or ISP to the cable modem. Upstream is the signal from the cable modem back to the provider.

Each cable modem is a little different but typical good values are:

Downstream SNR – 30:1 or more
Downstream Power – -8 to 8db (decibels)
Upstream SNR – 29:1 or more
Upstream Power – less than 55db

Determining the Values for Your Cable Modem

Many cable modem configuration pages can be viewed at the internal address of 192.168.100.1. Refer to http://broadband.modemhelp.net/cable_modem_info/index.shtml and look up the specific make and model of your cable modem. This website will give the modem configuration page address of the cable modem and the SNR values for optimal performance. Just plug the address in your web browser and the page should come up. As you check your cable modem’s SNR values, remember that these values can fluctuate. If you are experiencing intermittent problems, check the values when experiencing trouble and compare to the values when all is well.

Improving the Cable Modem’s SNR Values

Cabling and connectors are the most common cause of poor SNR values. Inspect all cabling and connectors in line with the cable modem. There should not be any cable splices and the modem should be connected to the primary splitter entering your facility. In addition, the coax cable should not have any sharp bends. Repair any obvious problems and check the SNR values again.

If no obvious problems exist or repairs have not improved the SNR values, try moving the cable modem to the most immediate entry point in the facility. Attach it to the main feed, if possible. If the SNR values are good, then the problem is cabling in the facility. If the SNR values are still unacceptable, the problem is in the cable modem, outside cabling or equipment of the cable provider. You can try changing the cable modem, if you feel comfortable with that task. Otherwise, it is time to get the ISP/cable provider involved. You can report your findings of the SNR values.

Finding the Source of Internet Problems

Remember, to solve your Internet problems, you must systematically eliminate sources until you find the trouble. Randomly changing settings and replacing hardware will usually take more time and cause lots of frustration. The most logical first step is to determine whether the problem is inside or outside your facility. In other words, cable modem out versus cable modem inward. Before examining SNR values, use an IP Packet Loss and Delay Test Tool to quickly determine whether the problem is happening at your location or within the ISP. If it finds packet loss and/or latency at your site, it is now time to check the SNR.

Not every VoIP implementation is a success story, though. VoIP problems such as dropped calls and garbled speech can be frustrating to users and counterproductive to business. These voice quality problems can be the result of many factors including insufficient Internet speed, poor ISP service, wiring, viruses, improper voice packet prioritization and many more. Solving these issues can seem difficult especially if they are intermittent.

What Not to Do

Do not start changing settings and equipment without a plan. VoIP issues can be caused by dozens of factors including the Internet Service Provider (ISP). Potential trouble areas must be systematically eliminated.

Do not give up on VoIP and its many benefits. Your problem can be fixed.

How to Find the Source of VoIP Problems

VoIP quality problems are caused by a lack of available bandwidth at the time that it is needed. Does this mean purchasing more bandwidth from the ISP will solve the problem? Maybe, but more than likely, no. It means that if there was always enough bandwidth, there would not be any call quality trouble. It also says that the area of congestion will be indicated by packet loss and/or latency.

For packets to travel from one point on the Internet to another, they must pass through a series of routers or hops. Each router examines the destination address of the packet and chooses the next router to send the packet. This process happens about 15 to 25 times on average until the packet reaches its destination on the Internet.

Each router is limited on how much data it can send to the next or throughput. Throughput on an IP connection is determined by physical bandwidth, errors and central processing unit (cpu) capacity. If errors are occurring, then throughput is lowered by retransmission of packets or by the equipment automatically lowering speeds to achieve more reliable communication. When more packets must pass through a point than throughput will allow, the packets are placed into a queue waiting their turn causing latency. If the queue gets full, packets are dropped causing packet loss.

Finding areas of packet loss and latency will narrow down the source of VoIP trouble. Use the HostMyCalls Packet Loss and Delay Test Tool to do that. If your problem is intermittent, have the tool monitor your IP address for several days. You can check the report in progress at any time.

If the report indicates packet loss or latency on a hop going between your ISP and another ISP immediately before, then a congested ‘meet’ point between the two ISPs can be causing trouble. Open a DOS command prompt and type “tracert” followed by the IP address your VoIP calls are going. If they same two routers are in the route, then they could be causing trouble.

If the report indicates packet loss or latency at an intermediate hop within your ISP and the packet loss or latency effects your Internet connection, then that router is likely a source of trouble. In the above two examples, your ISP will have to solve the problem or you will need to change providers.

If the report indicates lost packets on your IP address with minimal or no lost packets on the preceding hop or a large jump in latency, then there is a problem at your site.

Eliminating the Sources of VoIP Problems at Your Site

Many factors can cause packet loss and latency (and therefore poor voice quality) at your site. Cut the factors in half by simply disconnecting everything from the modem/router and run the packet loss and delay test tool again. If the report indicates the same level or trouble, then the problem is the modem/router itself (faulty or overheating), cabling and/or signal to noise ratio. Your ISP may have to help with these.

If the report does not indicate the same trouble, then the problem is in your network. Your network may be flooding the Internet with data. If it is caused by a virus on a PC, find and eliminate the virus. If you are not sure which device is responsible for the traffic, systematically add each device back until the trouble returns. If it is caused by legitimate traffic, institute Quality of Service programming or traffic shaping in order to prioritize the voice traffic.

VoIP offers many benefits to consumers and businesses. However, it can experience voice quality problems because it is delivered on the Internet. With the use of a packet loss and delay test tool and a systematic approach of elimination, VoIP problems can be fixed and the benefits enjoyed with few if any hiccups.

This article was first publish on Technorati.

Why Most Internet Speed Tests Are Unreliable

The Internet is very complex and composed of thousands of routers or hops with highly fluctuating traffic patterns. Each hop has limited resources such as bandwidth, CPU speed and memory available to it. ISPs connect to the Internet through backbone providers and sometimes to each other through peer points. Peer points frequently have the most limited resources.

The data from the speed test server must pass through several hops to get to the IP address that it is testing. If any of the hop’s routers are at or near capacity of any of their resources, then they will adversely affect the test’s results. This is increasingly likely if any of those hops are peer points.

Speed tests are also performed quickly and their results are based on that precise moment in time. As mentioned before, the Internet connection being tested as well as each hop in the Internet has highly fluctuating traffic patterns. Therefore, speed tests are not really a measure of the speed of an Internet connection. Instead, they are a measure of the bandwidth available between the speed test server and the Internet connection being tested at that precise moment in time. The results will reflect the available bandwidth of the most limited resource which is not necessarily the tested Internet connection.

Speed tests cannot be used for corrective action even if the expected speed is not reflected in its report. Speed tests give no indication of trouble or where trouble may lie. Lower than expected results could be due to traffic on the Internet connection, ISP problems, a busy speed test server, congested peer point in the Internet or the ISP is simply not delivering the expected speed. Most importantly, an Internet connection may not have the stability to support a real time application like voice although it yields the expected results on a speed test.

Use An ISP Route Test Tool to Test an Internet Connection

Use an ISP Route Test Tool that will monitor an Internet connection for several hours or days. Monitoring for hours or days is crucial as the most prevalent problems with Internet connections are intermittent. Intermittent issues cannot be seen or diagnosed with only a few seconds of monitoring.

ISP Route Test Tools find all the hops between the monitored Internet connection and the test server. They gather data from each hop’s router. When assimilated into a report, the data reveals any points that are causing packet loss or delay (latency). Packet loss and delay may not noticeably hamper the results of a speed test (especially if they are intermittent), but they will create havoc with real time applications like Voice over Internet Protocol (VoIP) and video.

ISP Route Tests which report the operator of each hop are more useful. They reveal ISP and peer point bottlenecks. They also provide leverage with an ISP if any of their routers are not performing adequately to the demand.

If the delivered bandwidth of an Internet connection is an issue, use a speed test from a speed test server using the same ISP and located in the same city. If the Internet connection experiences intermittent or frequent trouble, use an ISP Route Test Tool to definitively locate the source.

Check out the best ISP Packet Loss and Delay (Route) Test Tool on the Internet.  It gathers data for up to 7 days, determines which hops belong to each ISP and helps you analyze its reports. You can use it for free as it is 100% sponsored by HostMyCalls.  HostMyCalls uses this tool to help its customers with their Internet connections. It is one of the top reasons why HostMyCalls delivers the best Hosted VoIP voice quality of all VoIP Providers on the Internet.