VOIP issues on BT Infinity

[MartinPJones]

We run a MITEL 5000 VOIP system and a BT Business Infinity 2 connection to connect our homeworkers to our phone system. calls are routed externally via SIPP trunks and ISDN lines. The last 3 weeks despite an upgrade from Infinity 1 to 2 have seen an increasing number of calls dropping because of Insufficient bandwidth. At most we have 12 calls running concurrently and no data at all on the Infinity line. 30% of inbound / outbound / internal calls drop with bandwidth issues. The system has run smoothly for 15 months since installation before these gremlins appear to be affecting our system.

We have upgraded the MITEL 5000 to the latest software and replaced the router Draytek 2820 with a Draytek 2830 in an attempt to resolve the issue but with no joy. Could it be a BT Network issue?? Can anyone help?

[DaveA]

Hi,

What does a basic speed test give you for download and upload?

Dave

[MartinPJones]

Hi Dave,

Thanks for the prompt reply.

I dont think the speed is an issue 38mb download 14mb upload 15ms ping. Could BT have changed anything within the Network which could be the issue. There is nothing else on site that we can change, we have even changed cables.

Thanks,

martin

[MartinPJones]

Do BT have network specialists or additional network diagnostics reports. Th help desk is very limited in the type of broadband faults it can report and they said they have no access to historical / real time network diagnostics.

[DaveA]

Hi,

Yeah you should have more than enough for VoIP, although I've just had a thought.  Is your VoIP system supplied by BT in anyway, or is it a fully third party system?

There are some tests that can be done that go back up to 2 weeks, but they're usually reserved for 2nd line testing, as they take ages.  Also bear in mind that if the connection tests fine then we would have to say that it's the VoIP at fault.

Could you PM me the BB number and I'll have a look at it?  The only thing is that because you're on fibre I don't know how much I'll be able to see, as fibre has it's own helpdesk, but I'll see what I can find out.

Dave

[MartinPJones]

Dear Dave,

How can we check for increased latency or increased packet loss.

Best regards,

martin.

[DaveA]

Hi,

Literally just PMed you.

Dave