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I have a magic jack voip device connected to an ethernet port on the G34.  Incoming calls often go straight to voicemail.  Most calls (incoming or outgoing) will drop if they last more than a few minutes.

The Magicjack device works fine on the gateway provided by my ISP, but I prefer to use the G34, if possible.  The Magicjack also works fine on my sons network (an Arris modem with netgear router).

I tried disabling SIP and forwarding ports 5060,5070, but the problem remained.

Perhaps unrelated, but I also get dhcp ipv6 error messages in the event log every 2 minutes.

Any suggestions?

Hello RickM,

 

The G34 might be experiencing intermittent issue if your other devices are loosing connection at the same time the magic jack voip experience drop connection.  If this is the case, I recommend checking the cable signal levels in the G34. http://arris.force.com/consumers/articles/General_FAQs/G34-G36-Cable-Signal-Levels

 

Please share the screenshot of the cable signal levels so we can check if they are on acceptable range .

 

Also, try using  different ethernet cables and check if you are able to see flashing lights on the ethernet ports (please do try with all the ethernet ports)

 

In addition, make sure UDP protocol is selected in your port forwarding rule for ports 5060 and 5070.  If the issue doesn’t go away, remove the port forwarding rules and setup DMZ to forward all ports for testing purpose. https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/G34-G36-DMZ-Setup

Sorry for taking so long to reply.  I was away from home for awhile, then had some issues getting the G34 activated by my ISP.  

Anyway, first, I had previously tried the Port forwarding and DMZ, but I did a factory reset then tried again and the problem with VOIP still exists,

I looked at the QAM tables and the download table looks good.  The upload seems a bit off.  (See below)

 

Any further thoughts or suggestions?

 

Downstream QAM

Index

Frequency (MHz)

Power Level (dBmV)

SNR (dB)

Modulation

Lock Status

1

561

3.799999

38.983261

QAM256

Locked

2

567

3.599998

38.983261

QAM256

Locked

3

573

4.099998

38.605377

QAM256

Locked

4

579

4.300003

38.983261

QAM256

Locked

5

585

4.900002

38.983261

QAM256

Locked

6

591

4.699997

38.605377

QAM256

Locked

7

597

4.300003

38.983261

QAM256

Locked

8

603

3.700001

38.605377

QAM256

Locked

9

609

3.799999

38.605377

QAM256

Locked

10

615

4.300003

38.605377

QAM256

Locked

·  <<

·  <

·  1

·  2

·  3

·  4

·  >

·  >> 

 

Upstream QAM

Index

Frequency (MHz)

Power Level (dBmV)

Channel Type

Symbol Rate (KSym/sec)

Modulation

Lock Status

4

37.4

41.270599

US_TYPE_ATDMA

5120 KSym/sec

64QAM

Locked

3

31

39.270599

US_TYPE_ATDMA

5120 KSym/sec

64QAM

Locked

2

24.6

38.770599

US_TYPE_ATDMA

5120 KSym/sec

64QAM

Locked

1

18

38.260300

US_TYPE_ATDMA

2560 KSym/sec

64QAM

Locked

I'm also including a copy of a few lines from the Event log.  They may not be relevant, but they messages occur approximately every 2 minutes.

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 5 times

04/28/2023 16:24:51

Critical

ti_dhcp6c: 72001004-DHCPv6 Provision - 14 Retries Attempted with Last attempt at Fri Apr 28 20:23:02 2023

04/28/2023 16:24:51

Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 4 times

04/28/2023 16:23:02

Critical

ti_dhcp6c: 72001004-DHCPv6 Provision - 13 Retries Attempted with Last attempt at Fri Apr 28 20:21:02 2023

04/28/2023 16:23:02

Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 3 times

04/28/2023 16:21:02

Critical

ti_dhcp6c: 72001004-DHCPv6 Provision - 12 Retries Attempted with Last attempt at Fri Apr 28 20:18:55 2023

04/28/2023 16:21:02

Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 2 times

04/28/2023 16:18:55

Critical

ti_dhcp6c: 72001004-DHCPv6 Provision - 11 Retries Attempted with Last attempt at Fri Apr 28 20:16:45 2023

04/28/2023 16:18:55

Critical

ti_dhcp6c: 72001009-DHCPv6 - No Advertise or Reply Received 1 times

04/28/2023 16:16:45

Critical

 

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