@icedroit can you indicate the specific connection location, office pbx to VOIP ata, or home ata to office PBX? Just want to ensure that I have this correct.
I'm running VOIP with a 4582 in Bridge mode. I don't recall the VOIP ata settings but, I suspect that any timeout settings are in the ata itself and that the modem won't have anything to do with UDP time settings. I'll have to have a look at my VOIP ata settings to see what's available for timing settings.
@icedroit its possible that tech support might have access to a UDP timeout setting but I wouldn't count on it. You'd have to find a tech rep that is knowedgleable enough to find that setting if in fact it exists within their admin settings for the modem.
I'll ask the question just to see if I can find out what the UDP timeout happens to be when the modem is running in Gateway mode.
Looking at the following Cisco config document page 58:
Is the "Enable Session Timeout" checked and is it set to 86400 seconds?
I'll ask the question about the modem's UDP timeout, but, there's no guarantee that I'll get a response.
Just to point out, the 4582 modem, in Bridge mode is just a dumb modem, unlike the Ignite service which uses the XB6 or XB7. Now, given that you're on a business plan, I wonder if the business tech support staff might have access to settings that the residential support staff can't access even when the modem is running in Bridge mode. I would expect that business requirements would go far beyond residential requirements, in terms of tailoring specific timing settings. Just speculation on my part... If the business tech support can answer your question, you will receive an answer from them much faster than if I attempt to ask the same question.
On the face of this, given that the modem is running in Bridge mode, I'd expect any timing issues to be between the VOIP device and the firewall.
Out of curiosity, is this a case of, "it used to work and now for some reason it doesn't"? Or is this a first use case, where a newly installed VOIP phone won't register and run reliably?
Do you have a complete instruction set for your VOIP phone which details all of the settings for the specific PBX that you're connecting with? Those instructions would have included various time settings such as expiration times and wait times that have to be set in the phone.
How are you detecting the UDP timeout failures? From the phone's log?
These may seem like rather basic questions, but, we see a very wide range of users in the forum, from neophytes to IT admins, so we never know what level of IT knowledge and skills that a particular customer might have when they post a question.
@icedroit are you running a VPN as well and if so, are you seeing disconnects with that as well?
Have you ever gone looking for packet loss issues? Packet loss would certainly affect a VOIP or VPN application and if I'm correct, you can't log into the modem to check the signal levels, given that you're on a business plan.
Are you running just the modem, or, do you have other digital services such as one or more nextboxes and a home phone. If so, they would require a splitter on the incoming cable which in turn drops the signal levels to all connected devices. Low signal levels could be an issue if you're running multiple cable connected devices.
Hello @icedroit, the UDP timeout setting in the device is not changeable by the end user (or by Rogers). It is hard-coded in the firmware. The problem you are reporting has been reported by other customers on other network and it goes beyond the UDP timeout alone.
Based on my discussions with other impacted customers, we have resolved this problem for most use cases (including running the device in gateway mode) in all firmware with a version 7.2.4.5.1b8.
There is one corner case which would only occur if you have your device in bridge mode and your phone directly connected to the device (without another router in between) which is resolved in 7.2.4.7.1bX.
Can you confirm if your device is still running 7.2.4.1.4b15 firmware? If so, perhaps a moderator here or technical support could assist you in upgrading to 7.2.4.5.1b8 to confirm that this resolves your issue.
@icedroit I suspect that your modem is currently on version 7.2.4.1.4b15. You would have to call business tech support to confirm that. There is another version undergoing testing, but, from what @RogersIan has indicated, that version has run into some type of issue in the test phase. I don't know the current status of that next version or what that version number happens to be.
Hello, @jburns74
Welcome to the Rogers Community Forums!
Thank you for posting your concern to the community. We know how important it is to have a consistent internet connection.
- Are the IP phones connecting via Wi-Fi or Ethernet?
- Do all devices lose connection at the same time or just the IP phones?
- Have you noticed if the internet modem goes offline during these events or does it remain connected?
We look forward to your response.
RogersTony
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