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.

Resolution

  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 8.8.8.8
      • For the Secondary DNS IP > enter 8.8.4.4
      • Uncheck Enable DNS Relay
      • Scroll down to the bottom of the page > click Apply
  4. Call your ISP to upgrade the Arris gateway to the latest firmware version if you have not already. 
    • Intermedia cannot do this for you - only your ISP can.
  5. If you no longer experience issues related to the phones losing their IP addresses frequently, then please call Intermedia Voice Technical Support to let us know so we can update this article.
    1. If problems persist even after the update, then you will need to buy a recommended or serviceable router if you do not have one already.
    2. Then you will need to call your ISP again to bridge the Arris to your new router.
      • Intermedia cannot help setup your new router but the manufacturer of your new router or your IT can.