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I use a Panasonic KX-TGP500 Voip/DECT phone which is plugged into the Home Hub 3, it works most of the time but I am having sporadic issues with audio drop out mid call and the call either disconnecting or the other person putting the call down due to no audio. I have been told by the provider it will be due to bandwith or instability, I have done a speed test and it is consistently at 18mbps download and 0.9mbps upload (though recorded a drop to 0.45mbps) but the phone's manual states it only requires 0.1mbps. I am monitoring when the issue occurs, as my partner sometimes works from home and uses a softphone. But I have seen that Home Hub 3's don't support Voip/DECT and wondered if this is the issue instead?
Advice will be gratefully received as I have little understanding of how this all works!
The home hubs do support 3rd part VOIP applications, but it cannot apply any form of QOS (Quality Of Service), so if something else is using the upload bandwidth, which is quite small on ADSL, then you will have call quality problems.
Download speed is not usually an issue, but upload speed can be very variable, even if you have a good broadband connection.
You can keep a check on your upload speed using the BT Speedtester.
Make sure you have no other applications, like cloud backup services running on a PC, as they use a lot of upload bandwidth. BT vision also relies on upload bandwidth, and does get priority within the home hub.
This may be the website article that you found, which was submitted by another forum member.
Thank you for confirming they are compatible. I am keeping an eye on upload speed by running frequent speed tests, so I will monitor this. We don't have BT Vision but do use Skydrive so maybe this is the culprit. I will speak to the Voip provider about the information in the document you attached and see if that helps to rectify the issue. Thank you for your advice.
SkyDrive would be using upload bandwith. so it may be best to disable it while you are making calls.
I checked out Skydrive and it wasn't active during the time when the issue was occuring. The situation didn't occur when my partner was working away yesterday so I think it is his VPN connection that is causing the issue with the upload bandwidth. Is there are way of setting the QoS for the router which will enable us to use the VPN Softphone and Voip at the same time without audio issues? Thanks
There is nothing you can alter on the home hub, as its not capable of doing that on a device basis.
Some routers allow you to assign QOS and bandwidth restrictions to individual devices, and its also possible to do it on some network switches. But most "smart" network switches have 500Kbs upload as the lowest setting, so it does not help on ADSL.
A VPN uses a lot of extra bandwidth because of additional data overheads, so there is nothing you can do about it.
Your best option would be to upgrade to BT Infinity, if its available.
Thank you for the response, unfortunately Infinity is not in our area, even though we live on a new housing estate which you would expect to have it. Thank you for your advice, I will resort to the work mobile on days when we are both working from home.
I am sorry I cannot offer you a better solution. Even if you changed the router for a TP-Link one which has QOS and bandwidth controls, you would still both be competing for a tiny upload bandwidth.
The TP-Link one also needs quite a bit of configuration, to implement the extra facilities, and you need to be able to understand network terminology.
I appreciate your help and realise we are stuck in a rather awkward set of circumstances! My partner is an IT Project Manager specialising in Network & Infrastructure so he will be able to investigate the options, he's just been too busy with work to look at a solution, so I will pass on all your advice and see if we can resolve it, but I will revert to mobile calls on days when he works from home. Thank you again for your help.
The router I am talking about is the
TP-Link TD-W8960N 300MBPS Wireless N ADSL2+ Modem Router for BT connections (£30)
TP link have an article here about QOS and bandwidth control.
The main product description is here
"D-W8960N supports IP QoS (Quality of Service), allowing optimum utilization of bandwidth and offering bandwidth control over congestion, preventing bandwidth abuse. In this way, users of a small network receive committed and specific bandwidth, preventing non-critical applications from degrading network performance. "
It does work with BT connections, as other forum members use one.
This info should be help to your partner, as it should be easy to configure for an IT person