We have a customer with Charter service. Three T-1's bonded together via an Adtran router. They give us a single PRI on an interface card to connect to a Samsung OS500r2. This has been working well since June 2012. After the new year holiday the incoming calls are distorted one-way. Caller hears customer fine. Customer hears caller distorted. Outbound calls are fine both ways. Charter sees constant clock clips when we plug the OS500 into the PRI interface. They are hung up on this. They refuse to look further until the slips are minimized. Charter claims no software or hardware upgrades were done over the holiday. We have changed out the SMCP (processor) of the phone system - no go. I don't buy the clock clock slips as the problem. What do you think?

Good Luck with this one...I have been fighting with Charter for 3 weeks on SIP trunks on a 100x5 broadband doing the same thing...1-way audio..of course nothing wrong with their stuff..even though I have jitter and packet delay out of this world..they don't care, their tech can ping Google just fine. It's a never ending battle with these people. Tell your local rep. you want an escallation of the ticket..that's what I did and got some more help from a tech that at least knew what SIP trunks were..Now I'm into week 4 and hopefully we can get something done today...Funny I would have the same problem you are having here in MN !!!!
Good Luck

...bob...

Sorry, I messsed up the vendor on this. It is not Charter but Windstream.

Demand a field dispatch and have the tech connect a Tberd or HST 3000 to the PRI port and make test calls. At the same time they can look in the Adtran for slips.

Windstream / Charter....all the same ! Charter is part of Windstream now I believe..and I can tell you this from past experience..you will be hard pressed to find a cable tech that will have a Tberd or HST 3000 to test with..most only have a laptop...

...bob...

Their timing is off in one of their core routers and/or switch. Something got changed on one side or the other, you need to reach a "good" switch/data ops tech to resolve this. The same thing used to happen with ole Bell, somebody did not like the records settings & changed them back to what they thought were correct but took a customer down in the process. The timing must match all the way thru the network including the PBX.

Keep us posted, of course...

Windstream....GAK!

Call Windstream and ask for a tech to come to the site and bring a Tberd (or equal) to do site testing. If you have a Tberd, you can do the tests first before the tech gets there. You can then prove the problem to their tech. Just pray you get a tech that knows how to set up and read the Tberd.

Rcaman

Windstream was out with a T-Bird ran a couple test calls and saw timing slips coming from the PBX and stopped at that point "fix the timming then we will look at our stuff". That's when we replaced the PRI clock source. No change.Funny thing is once the circuit is disturbed it settles down for a while and then starts up again with lousy voice quality as described above. I brought in a different phone system and tried it - worked fine for the 20 minutes I had it on the PRI. Windstream will not allow me to provide source clock for the PRI interface because their "data network uses a different clock source than their TDM PRI's". Whatever! I will take my own T-Bird Monday and try it for a prolonged period of time. Thanks.

If you truly have slips it has to be from your switch. The provider can't slip as they are the source, you always slave off the provider, they don't slave off you.

The reason it works for awhile after the circuit is interupted is because it causes a re-sync, but it will slowly go back out of time until you get your clock setting correct.

I don't like Windstream or cable company's for T-1's but in this case I agree with them, it's not their problem. Unless of course they didn't set it up properly to check for slips. Also it shouldn't matter if it's outbound or inbound unless your outbound doesn't use the PRI.

There's the rub. Outbound calls are fine. They use the PRI just like incoming. Only incoming and only one side of the conversation. I understand slipping is a problem but it doesn't cause a problem for the outbound calls and that's where my beef with Windstream is. They can point at the slips and I can point at the fact that voice quality is fine outbound and inbound, one-way. These bonded data services are the worst!

Well then if it work one way and not another using the same PRI, I don't see how it can be slipping. Unless things have changed since my days of testing T-1's you need a known good timing source to see slips with a Tberd. You can't see them by using only one circuit. It's been over 10 years since I tested a T-1 with a Tberd so things may have changed, but I doubt it.

We (The old AT&T) could monitor slips, but the test equipment was drive by the main clock source.

You or anyone else putting a test set on the circuit at the site can't see slips, unless your timing you're Tberd some magic way I'm not aware of.

Once again they need to look @ ALL their timing settings from the core to the mux & the premise equipment in both directions.

UPDATE: I found that the PRI from Windstream had bad voice quality on BOTH phone systems - the customers original Samsung OS500 and the test Samsung OS7200-S one week after this fiasco started. I left the test system on site for the customer to show Windstream the problem on both systems. Customer convinced Windstream issue and they asked Windstream to replace router on site. Windstream bauked. Said they would have to "re-provision" in order to replace router. Funny thing - problem mysteriously went away! Thanks for everyones support. Life is not getting any easier putting in / maintaining phone equipment.

Thanks for the update :-)