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Posted Dec 29, 2013
3:40:46 PM
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?

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?

5031NV dmzplus mode affects voice service

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Dec 30, 2013 4:37:36 AM
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ACE - Master

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"

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.

Re: 5031NV dmzplus mode affects voice service

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Dec 30, 2013 7:44:06 PM
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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.

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.

Re: 5031NV dmzplus mode affects voice service

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Jan 2, 2014 3:51:25 PM
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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??

 

 

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??

 

 

Re: 5031NV dmzplus mode affects voice service

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Jan 2, 2014 6:37:26 PM
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ACE - Guru

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.


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.

Re: 5031NV dmzplus mode affects voice service

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Jan 3, 2014 7:29:11 AM
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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

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

Re: 5031NV dmzplus mode affects voice service

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Jan 3, 2014 9:46:45 AM
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Employee
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.
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.
*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.

Re: 5031NV dmzplus mode affects voice service

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Jan 3, 2014 10:37:35 AM
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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.

 

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.

Re: 5031NV dmzplus mode affects voice service

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Jan 15, 2014 11:27:56 AM
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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.)

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.)

Re: 5031NV dmzplus mode affects voice service

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Jul 10, 2014 2:40:08 PM
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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.

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.

Re: 5031NV dmzplus mode affects voice service

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Dec 12, 2014 5:01:34 PM
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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.

 

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.

 

Re: 5031NV dmzplus mode affects voice service

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Jan 3, 2015 8:19:36 AM
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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.   

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.   

Re: 5031NV dmzplus mode affects voice service

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Feb 20, 2015 9:08:50 AM
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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.

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.

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 6:57:07 AM
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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?

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?

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 7:07:50 AM
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ACE - Expert

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.

 


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.

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 7:59:30 AM
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What is the latest firmware release and how to get it?  Mine is currently showing version 9.8.1.489233-att. 

 

Thanks!

 

What is the latest firmware release and how to get it?  Mine is currently showing version 9.8.1.489233-att. 

 

Thanks!

 

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 8:22:18 AM
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ACE - Expert

I don't have a releases list, but AT&T normally keeps Gateways at the most current release automatically (they normally have a rollout schedule that covers all devices over the course of a few weeks).

 

I don't have a releases list, but AT&T normally keeps Gateways at the most current release automatically (they normally have a rollout schedule that covers all devices over the course of a few weeks).

 

*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.

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 10:02:07 AM
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Well, it's the same version as mentioned earlier in this thread, 2 years ago.  This device hasn't seen a firmware update in ages.

 

Well, it's the same version as mentioned earlier in this thread, 2 years ago.  This device hasn't seen a firmware update in ages.

 

Re: 5031NV dmzplus mode affects voice service

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Nov 30, 2015 11:16:41 AM
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ACE - Expert

I would suggest doing a factory reset just to see if that triggers a firmware update.

 

There were several people who reported being affected by the firmware bug with DMZplus mode not passing any traffic when enabled just this summer.  That bug had not appeared before that time frame, so I have to assume it was a firmware update at that time.  There's one report from someone that they received a .10.xxxx version.

 

If you purchased this 5031 prior to Jan 2015 and you're not currently paying an equipment fee for it, then you might not want to do this, but otherwise you can always ask AT&T to ship you another gateway because this one is not working.

 

I would suggest doing a factory reset just to see if that triggers a firmware update.

 

There were several people who reported being affected by the firmware bug with DMZplus mode not passing any traffic when enabled just this summer.  That bug had not appeared before that time frame, so I have to assume it was a firmware update at that time.  There's one report from someone that they received a .10.xxxx version.

 

If you purchased this 5031 prior to Jan 2015 and you're not currently paying an equipment fee for it, then you might not want to do this, but otherwise you can always ask AT&T to ship you another gateway because this one is not working.

 

*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.

Re: 5031NV dmzplus mode affects voice service

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Mar 15, 2016 1:00:13 PM
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So, my 5031nv finally got upgraded to Firmware 10.5.1.525917-att, so naturally I wanted to try if the DMZplus feature now works correctly.  But I'm unable to force the 5031nv to put my router in DMZplus mode.  When I select that mode and click "Save", I get this error message:

 

The selected device has a static IP address. DMZplus requires that the selected device use DHCP to obtain its IP address.

And the problem is that I can't find a way to change it to dynamic IP address.  When I go into LAN IP Address Allocation, "Static IP" is the only option it's giving me (see below).  I can't even delete this device and start from scratch.  AT&T support has been no help.  Frustrating...  Maybe I should try a hard reset in hopes it will wipe all configurations out of it...

 

5031_add_alloc1.png

So, my 5031nv finally got upgraded to Firmware 10.5.1.525917-att, so naturally I wanted to try if the DMZplus feature now works correctly.  But I'm unable to force the 5031nv to put my router in DMZplus mode.  When I select that mode and click "Save", I get this error message:

 

The selected device has a static IP address. DMZplus requires that the selected device use DHCP to obtain its IP address.

And the problem is that I can't find a way to change it to dynamic IP address.  When I go into LAN IP Address Allocation, "Static IP" is the only option it's giving me (see below).  I can't even delete this device and start from scratch.  AT&T support has been no help.  Frustrating...  Maybe I should try a hard reset in hopes it will wipe all configurations out of it...

 

5031_add_alloc1.png

Re: 5031NV dmzplus mode affects voice service

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Mar 23, 2016 12:11:47 PM
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Edited by Phil-101 on Mar 23, 2016 at 12:48:04 PM

I see the ATT router says your router is connected with static IP.  I believe you must go to your router and set it's WAN to DHCP first.  Then the ATT router should show it as connected via DHCP.  I also believe that DMZ plus will make a DHCP reservation for your router when it is set up.

 

Please let me know if this works for you, and if the voice works properly.

 

Thanks

Kol

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

I see the ATT router says your router is connected with static IP.  I believe you must go to your router and set it's WAN to DHCP first.  Then the ATT router should show it as connected via DHCP.  I also believe that DMZ plus will make a DHCP reservation for your router when it is set up.

 

Please let me know if this works for you, and if the voice works properly.

 

Thanks

Kol

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Re: 5031NV dmzplus mode affects voice service

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Mar 24, 2016 2:02:46 PM
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Edited by Pete7874 on Mar 24, 2016 at 2:03:25 PM

Well, after multiple reboots of my router and the gateway, I was finally able to turn on the DMZplus mode.  It seemingly worked OK initially, but then I noticed sometimes my voice calls would not connect.  I would dial the same number, and 2 out of 3 times, it would just ring for what sounded like half a ring, and then just go silent.  On top of that, the gateway would reboot itself daily, and one day it just would not establish a connection with the AT&T network at all.  No internet, no phone service.  I was instructed to hard reset the gateway to bring it to factory settings, which restored the service.

 

So, it looks like this latest firmware update still does not solve the original problem.  Disappointing.

 

Apparently AT&T now provides a newer gateway device, but it's a lease only, so I'm not interested in that.  Maybe this new device doesn't have this problem.

 

Well, after multiple reboots of my router and the gateway, I was finally able to turn on the DMZplus mode.  It seemingly worked OK initially, but then I noticed sometimes my voice calls would not connect.  I would dial the same number, and 2 out of 3 times, it would just ring for what sounded like half a ring, and then just go silent.  On top of that, the gateway would reboot itself daily, and one day it just would not establish a connection with the AT&T network at all.  No internet, no phone service.  I was instructed to hard reset the gateway to bring it to factory settings, which restored the service.

 

So, it looks like this latest firmware update still does not solve the original problem.  Disappointing.

 

Apparently AT&T now provides a newer gateway device, but it's a lease only, so I'm not interested in that.  Maybe this new device doesn't have this problem.

 

Re: 5031NV dmzplus mode affects voice service

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