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5031NV dmzplus mode affects voice service

Voyager

5031NV dmzplus mode affects voice service

I have newly installed U-verse service with a 5031NV modem. When DMZplus mode is enabled on the 5031NV to open the firewall for my DIR-655 router (or any other device), I am experiencing a problem with my voice service.  The problem is that when I make an outgoing voice call, the party I am calling can hear me, but I never hear the phone ringing, nor do I hear anything when the party I am calling answers.  Incoming calls to my phone line are fine.  I am able to "fix" the problem by disabling DMZplus, but the same problem occurs everytime I turn it back on for any device.

 

I have contacted Uverse 2nd tier tech support with this problem.  They have confirmed that the settings I am using on the 5031NV should not be cause any issues, but they are unable to explain or resolve the problem. 

 

Has anyone else experienced this?

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Message 1 of 22
ACE - Master

Re: 5031NV dmzplus mode affects voice service

I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

They can work with you to resolve the issue.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 22
Contributor

Re: 5031NV dmzplus mode affects voice service

I'm seeing the exact same problem here.  I called customer care first, and described the issue, but they weren't able to troubleshoot it, but then I saw this and it makes sense.  Though I really hope there's a "fix" for this.  I'm already missing my old router (which supported UPnP, and thus allowing more than one game console to make p2p connections at a time) but not being able to use the phone while playing games is kinda crummy.  Smiley Happy

 

I sent a private message as well.

Message 3 of 22
Voyager

Re: 5031NV dmzplus mode affects voice service

I just attempted another call to Uverse technical support to resolve this issue.  This time I was told by ATT that this problem was outside the scope of the support provided by Uverse.  I was transferred to ATT ConnectTech, where for $49 someone would attempt to provide a solution to this problem.

 

This is unbelieavably poor customer service.  Why would I pay for someone to explain to me why using a commonly used feature on an AT&T provided device causes my phone service to malfunction???
 

Since I'm not the only one experiencing this problem there is clearly an an issue that needs to be addressed.  Is anyone from AT&T monitoring this forum?  Does anyone care??

 

 

Message 4 of 22
ACE - Guru

Re: 5031NV dmzplus mode affects voice service


craigrbrown wrote:

I just attempted another call to Uverse technical support to resolve this issue.  This time I was told by ATT that this problem was outside the scope of the support provided by Uverse.  I was transferred to ATT ConnectTech, where for $49 someone would attempt to provide a solution to this problem.

 

This is unbelieavably poor customer service.  Why would I pay for someone to explain to me why using a commonly used feature on an AT&T provided device causes my phone service to malfunction???
 

Since I'm not the only one experiencing this problem there is clearly an an issue that needs to be addressed.  Is anyone from AT&T monitoring this forum?  Does anyone care??

 

 


Did you take BeeBeeSA and send a PM(private message)?

 

If not I would take his advice and send one.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 22
Voyager

Re: 5031NV dmzplus mode affects voice service

Jeffster_1,

 

Yes, I did send a private message.  The correspondence is below, but can't anyone to followup again.

 

*************************************************************************************************************

5031NV DMZPlus Mode Affects Voice Service
Sent: ‎12-30-2013 08:09:21 AM
Read: ‎12-30-2013 11:50:58 AM

I have newly installed U-verse service with a 5031NV modem. When DMZplus mode is enabled on the 5031NV to open the firewall for my DIR-655 router (or any other device), I am experiencing issues with my voice service.  The problem is that when I make an outgoing voice call, the party I am calling can hear me, but I never hear the phone ringing, nor do I hear anything when the party I am calling answers.  Incoming calls to my phone line are fine.  This problem occurs with most outgoing calls.  One exception I have noted is that it does not occur when calling my place of employment, which uses VOIP phone service. 

 

I am able to "fix" the problem by disabling DMZplus, but the same problem occurs everytime I turn it back on for any device.

 

I have contacted Uverse 2nd tier tech support with this problem.  They have remotely accessed the 5301NV and confirmed that the settings I am using on it should not be causing any issues, but they are unable to explain or resolve the problem. 

 

 

Re: 5031NV DMZPlus Mode Affects Voice Service
Sent: ‎12-30-2013 12:01:28 PM
 

Hello craigrbrown,

 

I'm sorry about the difficulties you are having with the DMZ setup and your phone service. I have researched your issue with the details you provided and found it is possible you may need to disable the DNS Relay on your DIR 655. I found it was a previously reported issue with those routers and the DMZ setup. I recommend doing this to your router prior to making other network changes. I don't have the specific instructions to your router to do this, but if you need further assistance please provide me your account number and 4 digit passcode to investigate further.

 

Thank you,

 

SadathCS
ATTU-verseCare


Re: 5031NV DMZPlus Mode Affects Voice Service
Sent: ‎12-30-2013 04:15:30 PM
Read: Not Yet Read

Hi,

thanks for the response.  I tried as you suggested and that does not fix the problem.  In fact, as soon as DMZ is enabled for ANY device (even a PC), the voice problem immediately appears.

 

If you could continue to investigate this I would appreciate it.  Any chance a a software/firmware upgrade would help?  It currently shows :

 

Hardware Version2701-000875-004
Software Version9.8.1.489233-att

 

Thanks,

Craig

Message 6 of 22
Employee

Re: 5031NV dmzplus mode affects voice service

AT&T will not provide support for, or be responsible for, ongoing maintenance or management of, customer-owned equipment,

The above is from your uverse terms of service agreement.

You admit the product works as intended using just the 5031 RG.
Any additional equipment (customer personal equipment aka CPE) is outside the scope of support.
Have you contacted the router manufacturer for assistance on their product.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 7 of 22
ACE - Expert

Re: 5031NV dmzplus mode affects voice service

my thoughts, According to what the customer has stated, putting any device in the DMZplus zone causes this behavior.  Thus it is a failure of the RG, not the customer equipment.  It is expected that you be able to have some customer equipment or the DMZplus zone would not need to be a feature of the software.

 

However, that said, I wouldn't expect that it will be fixed until for one or two major RG firmware updates, and that only if you (craigrbrown) stay on them and not let them close your call, or immediately re-open a new one, until they install firmware on your RG that resolves this issue.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 22
Contributor

Re: 5031NV dmzplus mode affects voice service

Craigrbrown,

 

Any update to your situtation with getting DMZplus to work with the 5031NV?  I also have a 5031NV (same HW and SW vers. as yours), and experienced the same problem with outgoing uverse phone calls when putting a Linksys EA6200 behind DMZplus.  I haven't yet tried contacting UVerseCare.

 

I had an old HGV3600 and swapping it in for the 5031NV, I can make phone calls again with no problems.  I do miss the wireless-N, and hate to think I have to shelf the 5031NV until some magical firmware update comes around (if ever.)

Message 9 of 22
Tutor

Re: 5031NV dmzplus mode affects voice service

I have experienced the same issue with outbound calls, and had my 5031NV replaced twice, in two months time (was told there is an issue with them).  Both times I was also told by the tech support who visited that the Airport Extreme base station set up should not interfere but clearly someone is not getting/giving out the correct information.  I prefer to use the router I've chosen for my wireless network (2 frequencies, choice of DNS, faster), and will continue to call AT&T if the problem persists.  If the problem does not resolve I may be dropping my voice service with them.

Message 10 of 22
Teacher

Re: 5031NV dmzplus mode affects voice service

So it's now been a year, and not a single firmware update has been released.  The 5031vn I received today still has the same firmware version, and the same issue with DMZ feature not working.  Pathetic.

 

Message 11 of 22
Contributor

Re: 5031NV dmzplus mode affects voice service

This is the low and horrible customer service that I have come to expect from ATT.  Pace is the name of the manufacturer of this product, some random no name company who does bulk hardware.  I even doubt that ATT has even brought it up their attention, but I also doubt that the crummy company they chose will do anything about it.  They already got their money from ATT and ATT is not trying to pay anything more.  This would be the reason why dont get ANYTHING else of ATT's services.   

Message 12 of 22

Re: 5031NV dmzplus mode affects voice service

I totally agree with you. I'm having the same issue, which is annoying. The only alternate solution that works is to dial the number (that does not work on the phone) via the Web Uverse page. This is my workaround. I wish AT&T would address this issue and upgrade to a better RG manufacturer.

Message 13 of 22
Teacher

Re: 5031NV dmzplus mode affects voice service

Does this problem affect other VOIP services that are provided by ATAs placed behind the owned router or does it only affect the AT&T VOIP service provided by the 5031NV?

Message 14 of 22
ACE - Expert

Re: 5031NV dmzplus mode affects voice service


Red_Hazard wrote:

Does this problem affect other VOIP services that are provided by ATAs placed behind the owned router or does it only affect the AT&T VOIP service provided by the 5031NV?


I believe that this particular issue was resolved with the latest firmware release for the 5031NV. However, the latest release contains a new firmware bug that renders DMZplus useless until a factory reset is performed.

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 22
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