Help with my VOIP connecting to AT&T router

Hey @belljen3,

Let us figure this out together!

Were there any changes made before the phone stopped working? Is the phone the only thing not working on the network? When you say you cleared everything, did you also do a factory reset of the gateway by holding the red button down for 10 seconds?

We look forward to assisting further!

Rury, AT&T Community Specialist

Hi Rury,

Thanks so much for your reply.

There were no changes to the router or network that I am aware of. Of course, I suppose I'm unaware of any changes that may have been pushed from AT&T.

The phone is LITERALLY the only thing that does not function on the network.  But in all fairness, it is also the only thing that I connect via ethernet cable - everything else uses wifi.  I have validated that the port in my office works - by connecting it to my laptop and confirming that it switches from wifi to hardline.

When I say I cleared all devices, I mean I cleared the home network device list via Settings--> Diagnostics-->Resets-->Clear Device List.

I just did the factory reset of the gateway and had the same results - stuck at DHCP: Discovery.

Thanks, Jennifer

@belljen3,

Since the phone is the only device having an issue, you will have to contact the manufacturer.

Thank you for contacting the AT&T Community & Forums team.

Rury, AT&T Community Specialist

Rury,

I have! They have also sent me new phones to try on the network. We have tried to connect the phone directly to the router - everything.  I started with them, because everything else was working.

Please, please don't end this discussion with that as the resolution. I work from home and this impacts me every day. I may be forced to select a new internet provider if we cannot fix this.

Jennifer

@belljen3, is there any chance you can use some sort of software client on a PC instead of a physical IP phone?  That would open up additional troubleshooting possibilities.

Did the manufacturer give you any specific information about what happens during the phase "DHCP: Discovery"?  I.e is it simply sending out a DHCP request and awaiting an answer, or is there more to it than that.

Also, do you see your IP phone on the connected device list on the AT&T Gateway?

Hi @belljen3,

Check out Connect Tech for more advance technical support for third party equipment.

Dee,AT&T Community Specialist

@JefferMC

Yes, I could use software on the laptop, but I would have to upgrade to a bluetooth headset in order to go cordless. From what the manufacturer said DHCP: Discover is purely calling for IP and awaiting response.

No, you do not see the phone connected in the Gateway.

I believe she has already tested DHCP by plugging in a laptop to her network and it received a DHCP address and worked fine. I would suggest configuring a static IP for your LAN on the phone and see if it connects. 

Do not bother with Connect Tech; they are clueless and cost money.  

On my gateway, under the Home Network tab, Status subtab, there is a section with the title "LAN Ethernet Statistics" which shows the connection state for each of the 4 physical ports.  Do you have that display, and what is the status of the port the Mitel is plugged into?

Have you tried using a different Ethernet cable, or connecting to a different port on the Gateway before plugging the phone in?

@JefferMC

Do you mean this?

How do I know port is which? For example, I don't know if Port 2 is in my office or in the basement or on the router itself.

Jen