Known Issues

  1. These gateways have SIP ALG enabled by default and they provide no option in their web interface to disable it. This setting causes intermittent phone feature failures.
  2. The WAN and DHCP DNS servers cannot be changed, causing frequent DNS lookup failures on Polycom phones. This causes those phones to lose registration.
  3. There is no true bridge mode on these gateways. However, you can still configure it so it doesn't interfere with your phones.
  4. The Pace gateways have a hardcoded UDP NAT session limit that is too short, causing intermittent phone registration and feature failures.

Resolution

The instructions below may vary slightly depending on the firmware and model number of the 2Wire or Pace gateway you have. Models include but are not limited to the 3800HGV-B, Pace PLC 3801HGV, Pace PLC 5031NV, Pace PLC 5168NV-110, & others.

  1. Intermedia cannot do steps 1-6 for you. You will need to contact your IT or get help from the manufacturer of your new router to make the changes in steps 1-6.
  2. Find out if you have a separate router that isn't the 2Wire/Pace gateway that is compatible with our service. If you don't, you or your IT will need to purchase and install a Recommended Router.
    • You or your IT will need to move important network settings, such as custom port forwarding rules, from the 2Wire/Pace gateway to the new router to ensure your computers and other devices on the network work properly before proceeding to the following steps.
    • You or your IT needs to setup your new router's WAN interface to get an IP address via DHCP. This is required so that the 2Wire/Pace gateway recognizes your new router automatically.
      • Most new routers have the WAN DHCP setting enabled by default, but some routers, like the Linksys E & EA series routers, require running a setup CD or following a user guide before this setting will be enabled.
    • Only one device can be in Passthrough (DMZplus) mode at any given time. If there is already a device using Passthrough (DMZplus) mode, it will need to be removed prior to following the steps below.
  3. The following steps will take your network offline for 30 minutes or longer. Make sure to do this during a time when you can afford to be disconnected.
    • You or your IT will also need to make sure your new router and the 2Wire/Pace gateway don't use the same private subnet 192.168.1.0/24.
    • The 2Wire/Pace and many new routers use the 192.168.1.0/24 subnet by default.
    • If you don't have an IT, contact your ISP first to change the subnet on the 2Wire/Pace to another private subnet, and then call manufacturer of your new router for help setting up the router to use the 192.168.1.0/24 subnet if it isn't already.
  4. You or your IT will need to unplug all Ethernet cables from the 1, 2, 3, & 4 LAN ports on the back of your 2Wire/Pace gateway.
  5. Connect an Ethernet cable into your new router's WAN/Internet port. Then plug the other end into the 1, 2, 3, or 4 LAN port on your 2Wire/Pace gateway.
  6. Restart your router and wait 1 minute to allow it to get an IP address from the 2Wire/Pace.
  7. Log into the 2Wire router's interface. The default IP address for this device is 192.168.1.254.
  8. Go to Settings > Firewall > Advanced Configuration.
    • The following settings need to be disabled so that 2Wire/Pace gateway doesn't interfere with traffic to your new router. Your new router will be the firewall that protects your network.
      • Under the Enhanced Security section:
        • Stealth Mode: Uncheck.
        • Block Ping: Uncheck.
        • Strict UDP Session Control: Uncheck.
        • UDP Session Timeout: Leave set at the default 600.
        • TCP Session Timeout: Leave set at the default 86400.
      • Under Outbound Protocol Control, check every box except NetBIOS.
      • Under Inbound Protocol Control, leave NetBIOS unchecked.
      • Under Attack Detection, uncheck all boxes in this section (there's usually 7 of them).
      • Click on Save.
  9. Go to Settings > Firewall > Applications, Pinholes, and DMZ.
    • Under the section named '1) Select a computer', click on the IP address or hostname of your router that should be listed. See the image below for details.
    • Under the section name '2) Edit firewall settings for this computer'. click on Allow all applications (DMZplus mode).
    • Click on Save.
  10. The 2Wire/Pace gateway should restart automatically. Wait 1 minute.
    • When it does, confirm that the new router has a public IP address under the Settings > Firewall > Status.
    • If your new router doesn't have a public address yet:
      • Powercycle your new router manually. When it boots back up, the router should have a public address now. If your router still doesn't have a public IP address, contact your IT or your ISP for help from here.
    • If your new router does have a public address now, then you should be done.
      • However, some enterprise-grade firewalls may need to be configured to allow the DHCP renewal packets that the 2Wire/Pace gateway sends every 10 minutes. The other option is you or your IT can change your router's WAN interface IP address assignment to Static and use the same IP settings the router received via DHCP. Intermedia cannot do this for you.
      • Inbound ports 22 and 8000-8015 may be blocked, but unfortunately 2Wire/Pace do not provide a solution to that issue.

Additional Resources:

  1. Recommended Routers.
  2. Recommended Switches.
  3. Recommended LAN Configurations.
  4. Network Ports and Protocols for HPBX phones.