Connectivity
Connectivity and managing Your Comcast Business network
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VOIP issues - we need a replacment of the CG3000DCR

We are experiencing VOIP connection issues which are not related to our limited internal environment.  It would seem that the CG3000DCR router/gateway is culprit.  Other folks in your forums were experiencing the same problems, which were resolved with replacment of the CG3000DCR gateway with the SMC variant.

 

http://forums.businesshelp.comcast.com/t5/Equipment-Modems-Gateways/CG3000DCR-not-working-with-VOIP-...

 

How the heck do we opne a trouble ticket to get the replacement in the first instead of posting forum notes.  This is kind of ridiculous for business class customers.

 

Thanks

Sotiris Baxevanis

sbaxevanis@unispec1.com

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Re: VOIP issues - we need a replacment of the CG3000DCR

You'd need to call Comcast and let them know your issue. May not need to go to a trouble ticket, the standard tech should be able to ship you a new one. I'm not sure if there is a fee involved, though.

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Re: VOIP issues - we need a replacment of the CG3000DCR

actually, if he's having the same issue as the folks in that thread he linked to, then new equipment won't be the solution. According to Comcast_Jon in that thread, neither of the 2 currently rented BCI gateways support disabling of SIP ALG functionality, and it's only anecdotally that some people have gotten this to work with the SMC. The only definite solution would be to buy a standalone modem (and thereby give up static IP(s), which may not be possible/feasible.) Though apparently 1 poster was able to get a CSR to disable it in the Netgear?? idk bout that

 

But letting Comcast know about it wouldn't be a bad idea; kinda surprised these gateways don't support this

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Re: VOIP issues - we need a replacment of the CG3000DCR

Hello sbaxevanis and welcome,

 

It is well known that the following is true for VOIP intranetworking:

you must have open some necessary Ip ports

 
Port 5060 TCP and UDP
Port 5004 UDP
Port 3478/9 UDP for stun Server
Ports 16348 - 32768 UDP (RTP, RTCP multimedia Streaming)

So, one way to absolutely determine if it is the inhernet NetGear 3000 (NG3K) port blocking issue as follows:
 
1. You or have the Comcast technical support log into the NG3K, then click firewall
2. Click on the check mark beside disable True Static fireware then click apply.
3. Then  click on Port Forwarding Tab on top, and look for the True Static Ip Port Management (TSIPM) Link and click
4. Now you are in the TSIPM and this should now be enabled and click on the down arrow in the list box
5. Select the Open All Ports and Block Exceptions Below, then click apply.
6. After this has been configured as specified above, reboot the NG3K
 
Dont forget that the VoIP Quality has to do also with the Traffic of your Network. 
 
Hope this helps you out.
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