Problems with new installation .. Cogeco Arris 3452 router/modem

[goliver]

I get a dial tone but a busy signal calling out or calling in to the new phone set up.

Any suggestions on what to look at ?

cheers

[Liptonbrisk]

So, the only thing that's changed is getting an Arris TG3452A?

1) Are you also using your own router in addition to the TG3542A? If so, call Cogeco and request that the TG3452A be placed in bridge mode.

a) Possibly Teksavvy’s instructions for enabling bridge mode will work: https://help.teksavvy.com/teksavvy-faq/ ... 2WvIefuOz9

2) If you're not using your own router, try disabling SIP ALG in the TG3542A modem/router combo, if the option is available.


https://support.cogeco.ca/hc/articles/5 ... geco-modem

"In an Internet browser, go to http://192.168.0.1 to access the modem’s Administrator page.
Log in with your admin username and password if you have set them up, or use the default credentials:

Username: “admin”
Password: the Preshared Key on the sticker on the back of the modem"

Try looking under the "Firewall" tab for "SIP ALG," "Application Layer Gateway", or "SIP". Ensure it's disabled.

If you can't find the option anywhere, contact your ISP and ask (chances are the first person you talk to will be clueless; you may need to escalate).

3) If the option to disable SIP ALG has been disabled (hidden/not shown) in the TG3452A‘s user/consumer interface, then open a ticket for Fongo Home Phone and ask to be connected on an alternate server (similar to "voip4.freephoneline.ca:6060" for Freephoneline customers): https://support.fongo.com/hc/requests/new. Basically, you don't want to use a Fongo server that uses UDP port 5060.

4) This is always proper device reboot order:

A.Turn off modem, router, and Grandstream ATA

B. Turn on modem. Wait for modem to be fully up and running.

C.Turn on router.
Wait for modem to be fully up and transmitting data before turning on router.

D. Turn on Grandstream ATA only after the router is fully up and running.

The SIP client (ATA or SIP app) should be the last device powered on in the device chain.

--
These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new.

You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Home Phone account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Home Phone
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obliged to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

[goliver]

many thanks ... I will check this out.

cheers

[goliver]

Confirmed :

Direct ethernet Port 3 connect from Grandstream to Arris 3452;

SIP ALG box already unticked via Admin Mode on Arris 3452;

Cogeco is booked for help on Monday;


Thanks for all of your help with this issue... much appreciated

[Liptonbrisk]

For clarification, was Fongo Home Phone working fine for you previously, and then once you received an Arris TG3452a router/modem combo from Cogeco, Fongo Home Phone stopped working?

If SIP ALG is disabled, TG3542A's firewall could be blocking ports used by Fongo Home Phone. I'm not familiar with the Arris TG3542A. Possibly firewall settings need to be altered. Hopefully port forwarding isn't required, which is a potential security risk.

There's not much I can do with respect to troubleshooting ATA settings, since the device is locked to Fongo's configuration server.

Good luck!