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Help with my VOIP connecting to AT&T router

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Help with my VOIP connecting to AT&T router

Hello,

My Mitel 5330e IP phone has been working, connected to ethernet port providing AT&T internet via AT&T router.  This set up has worked for me since 2017.  However, all of a sudden in October 2018, it stopped working.

 

The Mitel is provided by my employer and I log into it to have an office line directly in my home office. (I'm a remote employee.)

 

I have validated that the port works - by connecting my computer directly to the port via all ethernet cables used.  My employer has sent me multiple phones to try (that work in their office, but do not work in mine).  I have cleared my list of home network devices on the router. I have restarted everything multiple times. I have connected the phone directly to the router.  It still is stuck at DHCP: Discovery.

 

Today, I called AT&T technical support and they explained that I must purchase AT&T home phone service in order for the VOIP to work. They will then send me an AT&T phone and a new number.  I do not want a new number. I want to use my office number.  This resolution is unacceptable.

 

I believe that there is some limitation in AT&T router that is stopping the connection.  I'm in IT so I'm dangerous, but I don't know a lot about network administration.

 

Can someone please help??  I just don't accept that AT&T home phone service is the correct resolution to this issue.

Thanks,

Jennifer

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Message 1 of 13
Administrator

Re: 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


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 2 of 13
Tutor

Re: Help with my VOIP connecting to AT&T router

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

Message 3 of 13
Administrator

Re: Help with my VOIP connecting to AT&T router

@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


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 4 of 13
Tutor

Re: Help with my VOIP connecting to AT&T router

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

 

Message 5 of 13
ACE - Expert

Re: Help with my VOIP connecting to AT&T router

@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?

 

Award for Community Excellence 2019 Achiever*
*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 6 of 13
Administrator

Re: Help with my VOIP connecting to AT&T router

Hi @belljen3,

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

Dee,AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 13
Tutor

Re: Help with my VOIP connecting to AT&T router

@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.

Message 8 of 13
Scholar

Re: Help with my VOIP connecting to AT&T router

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. 

Message 9 of 13
ACE - Expert

Re: Help with my VOIP connecting to AT&T router

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?

 

Award for Community Excellence 2019 Achiever*
*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 10 of 13
Tutor

Re: Help with my VOIP connecting to AT&T router

@JefferMC

Do you mean this?

2019-01-16_12-19-23.jpg

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

 

Message 11 of 13
Highlighted
ACE - Expert

Re: Help with my VOIP connecting to AT&T router

Yes, that is the display I mean.  The yellow ports on the gateway have numbers by them.  Those numbers would correspond.  Here's an example... see the numbers under the yellow ports indicated by the call out #6?  If you cannot read numbers by the yellow ports, then they would likely be numbered starting at the end near the Red or Green ports (like this one is).

 

HGV3801

Award for Community Excellence 2019 Achiever*
*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 12 of 13
Scholar

Re: Help with my VOIP connecting to AT&T router

Did setting a static IP on your phone fix the problem? That would be the easy fix since you have tested the port with your laptop and it works. 

 

Message 13 of 13
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