Known Issues:

  1. The DHCP server on this device has known software issues that causes devices to lose their IP and get a new IP frequently.
  2. Arris may release a new firmware that resolves this problem, but the Arris gateway is a problem because there's no way to disable SIP ALG on this modem.


  1. Login into the Arris gateway.
  2. Click on Firewall tab at the top of the page > Firewall Settings > Do the following:
    • Firewall: Leave checked
    • DoS Attack Protection Firewall: Leave checked
    • This optional step is needed for call quality monitoring and troubleshooting purposes.
      • Ping Blocking: Uncheck
    • Block Fragmented IP Packets: Leave checked
    • SIP: Uncheck
      • Depending on the firmware version of you Arris gateway, you may or may not have this option.
    • If you do not, you will need to call your ISP to have them upgrade the gateway's firmware to the latest version.
    • Click Apply to save.
  3. The steps below are only needed if you have or plan to purchase Polycom phones.
    • Click on LAN Setup tab > Do the following:
      • Under DNS Override, check Enable DNS Override.
      • In the Primary DNS IP field > enter
      • For the Secondary DNS IP > enter
      • Uncheck Enable DNS Relay
      • Scroll down to the bottom of the page > click Apply

Permenant Resolution:

If any of the above options are not present then purchase a recommended router:

  • Purchase a recommended router if you do not have one already.
    • Intermedia cannot setup the new router for you, but your IT or the manufacturer of your new router can help you. 
  • Call your Cable ISP to bridge your internet gateway to your new router.
    • Note: It is at the discretion of the ISP, whether or not they will allow the modem to be bridged. If they choose to deny the request, then the above resolution will apply.

Additional Resources: