Anybody Having Trouble Today?

[stevech]

, "We've applied a few adjustments to the account to aid in stabilizing the service. No further action is needed at this time. " So, I'm hoping all is well.

one always wonders why such adjustments, if not mere guesses, were not previously applied!

[Russell]

one always wonders why such adjustments, if not mere guesses, were not previously applied!

Having suffered through the glitches, I would have loved to have known why I (with a very vanilla setup) merited those changes. But, I'm going to assume they work, assume they don't tell the average customer what has been done, and not take any of their time pursuing the subject in the ticket.

[Russell]

So far the "adjustments" appear to be working. Not many calls, but no issues with the calls that have been made or received.

[VOIPoTim]

So far the "adjustments" appear to be working. Not many calls, but no issues with the calls that have been made or received.

Glad to see. See, sometimes opening a ticket really does work.

[Russell]

Glad to see. See, sometimes opening a ticket really does work.

Tim,

Now that you've had the satisfaction of saying, "I told you so" :-), would you be kind enough to let me (and other curious readers) know what kind of "adjustments" were made on my account? As previously mentioned my setup could not be more vanilla: RT31P2 connected directly to the UVerse router (which Brandon has successfully tested with numerous devices). 12Mbps/1.5Mbps service UVerse service.

[VOIPoTim]

Tim,

Now that you've had the satisfaction of saying, "I told you so" :-), would you be kind enough to let me (and other curious readers) know what kind of "adjustments" were made on my account? As previously mentioned my setup could not be more vanilla: RT31P2 connected directly to the UVerse router (which Brandon has successfully tested with numerous devices). 12Mbps/1.5Mbps service UVerse service.

It's not really as simple as saying that a certain router or network setup needs X done to work well. It's more about looking at everything including our logs to see how the traffic is flowing and where errors are.

Every situation is unique. Even a minor firmware version difference in a router/modem can mean that the two versions need complete opposite tweaks applied. Just like we don't have scripts for support, we don't have specific things that are done with different models.

Support reps will simply just look at it, look at the traffic, diagnose, and then change it so that the traffic starts looking valid and problem-free.

For example with audio issues, customers may insist it's a "cheap router", a bad device, etc but one quick look in our logs may show the audio stream stopping when it hits their router. We also see a ton of cases where the traffic is coming through but is being "deformed" by a SIP ALG on the router, etc. These are all cases where we can take a look and between seeing the logs, the network setup, etc diagnose.

Support can determine what needs to be done and do it. That's why we encourage everyone to contact support. Contacting support is the always going to be the fastest and most efficient way to get problems resolved.

[Russell]

I'm not sure if it's coincidence or not but right in the middle of a Skype call the RT31P2 decided to reboot. Obviously, the Skype call got dropped. My setup: computer connected to RT31P2 connected to UVerse box.