I too am having problems with my Primus VOIP since I have uipgradfed to 100/10 and the CGN3ACR modem.
Primus support advised me to contact Rogers support and get the SIP ALG disabled but the support person refused and said that it was a paid service to have someone do that.
Hello @Biollw, Welcome to the Rogers Community Forum!
I can definitely help, which Rocket modem do you have?
Please check the barcode sticker at the back of your modem, if you see CGN3ACSMR, then submit the request for firmware upgrade. To submit the request, please follow the instructions per message # 176 of the post.
It seems like with CGN3ACSMR model firmware update was helpful with VOIP issues.
If you have CGN3 or CGN3ACR, then I will have a team member from @CommunityHelps reach you out. Let us know.
Thank you for your understanding and patience!
Thnx @RogersMoin. @CommunityHelps pushed a firmware update to my CGN3ACSMR last night, updated to 188.8.131.52 and it apears to have fixed several areas. 1) VOIP DTFM seems to work from my testing and 2) my corporate VPN connections connect quickly. They were taking way too long before.
I have fongo voip phone and it is installed at my daughte place with rogers service.
The modem is CGN3ACSMR. It is not working properly at all. I am in middle of all kind of emails/ phone conversation with fongo support and rogers. Fongo tell that rogers need to update firmware and Rogers said that I need to do this:
I cannot undestand whta I have to do after point 7. Neither Rogers norFongo do not explain.
At a moment the fongo support told to come to this forum and give these:They say:
"In the meantime, we can provide the update directly to those who contact @CommunityHelps via private message and provide the following information:
-Cable account reference number(12 digits beginning with “2”)
-MAC address of modem (12 digits found on the back of your Hitron modem)
Modems will be updated during nightly maintenance windows so you can expect to see the update take effect within 48 hours."
Can anyone tell what I have to do?. I on verge to quit both fongo and rogers for this issue.
Thank you for your post; our Community has a lot of experts for the Internet-related issues and we can definitely find a solution for you.
For the starters, would you please confirm the firmware/software version of the modem? Once you login, it’s listed under Status page. If it’s not 184.108.40.206, then please follow the instructions that you have listed in your post to request the firmware update.
Unfortunately I am not in my daughter place.
I will visit her on saturday morning and I will check it.
Please read the first post in this thread:
Then, to request the firmware update, follow this link @CommunityHelps to get to the CommunityHelps page when you are signed into the forum. On the right hand side of the page is a link titled "Send this user a private message". Use that link to get to the next message composition page, fill in the title, your modem MAC address and Cable Account Reference Number in the text area and hit send. If the staff are not too busy, you might see the firmware pushed out either late this evening or overnight during the scheduled maintenance periods. If not, it should be pushed out no later than tomorrow night.
If you are a new customer, you will not have immediate access to the Cable Account Reference Number. The simple solution is to call Customer Service for that number. You can then send that with the modem MAC address to CommunityHelps.
The new firmware is now in deployment across the network and is scheduled to be completed by the end of the week.
If you find that the firmware is not loaded on that CGN3ACSMR, then you should request the update.