Voip phone no audio

[alfee]

Valerie modem suddenly blocking the audio of my voip phone. I'm using the exact same setting for almost 3 years, never an issue until now. Port forwarding was setup since day 1. Already reboot the modem multiple times. Still no audio. SIP-ALG is always off. Any idea what else I can do? 

[Rdc1]

Hello Kris

Are you going to provide a solution for everyone to see please  rather than private messaging one person?

This was a problem about 6 weeks ago and a modem reboot somehow resolved it at that time.  Now it is back and a reboot is not resolving it. 

Please let me know what virgin is going to do to unblock this issue and allow the traffic through?

Thanks in advance

[VirginPlusKris]

Good morning, @Rdc1. Thanks for reaching out.

Due to the nature of the issue requiring account and equipment specific insight and investigation, we're unable to provide a catch-all solution at the time of this post.

With that said, in the meantime we'll be happy to flag your account for further investigation. We'll be reaching out in a private message - Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

— Kris

[squidward]

A few weeks ago I noticed whenever I call my voip line the calls are not going through ("temporarily offline or powered off") and I'd have to call twice or three times. I've since replaced my equipment with the voip provider and checked the connections. I turned off SIP ALG and I am still having the same issue. I'm using a cisco spa 112 adapter for the VoIP and the Virgin Valerie modem. 

[VirginPlusKris]

Hi there, @squidward. Thanks for reaching out.

As with others earlier in the thread, we'll be happy to flag your account for further investigation. We'll be reaching out in a private message - Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

— Kris

[bigguy]

I have the same problem.  The VoIP works for a week then doesn't.  I tried port 5080 but still does not work properly.  What is the solution?

[VirginPlusKris]

Hi there, @bigguy. Thanks for reaching out.

As with others earlier in the thread, we'll be happy to flag your account for further investigation. We'll be reaching out in a private message - Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

— Kris

[mdon]

To anyone following this thread.  Virgin support is telling me they are working on a solution to this issue and they have private messaged me to test one scenario (to change my ATA device to IPv6) but it did not work - My ATA is an older device and does not support IPv6 protocol.    I am not sure what the solution to fix this will be but i am not holding out a great deal of hope them to fix this problem they created.   I am in the process of changing ISP's 

[Rdc1]

Thanks. 

I'll add that the solution for my setup was to flush the ip. A modem reboot does not necessarily request a new ip. Taking out the SFP and powering down the modem may do it but it may also require a server side action. I was told it could take 3 reboots.

Checking if you have a new ip is straight forward and it did seem that doing this resolved the issues on those ports, for now.  We'll see how long it lasts. 

[bigguy]

Just to add a comment.  Today, I set up my ATA to use both IPv4 and IPv6 with IPv4 being preferred.   The logic being if IPv4 does not work it will default to IPv6 which bypasses the CGNAT.  I hope this change works.  If I set the ATA only to IPv6 than I would need to type a 39 characters, without making a mistake, to log into my ATA.  I suppose it is possible but a real pain.  My ATA is HT801 V2.   I hope this is helpful.

[bigguy]

Please disregard my previous solution about using IPv6.  My VoIP provider voip.ms only supports IPv4.   If they did support IPv6 then I could run my ATA in IPv6 and not have a problem. 

[Sylvain]

Unfortunately, this solution did not work for me.  Same issue here, I have a Cisco  ATA SPA-112 since years and it stopped working around Apr 15 2026 as well on a Valerie modem/router.  First I taught it was my old Cisco, changed it for a Grandstream HT801 .. same issue.   The phone rings, but no voice.  On dialup, the line hangs. The ATA registers fine on the SIP server side, but the voice does not make it thru.

I tried all of the above solutions "SIP ALG off", "Port 5080", "Ports forwarding" "DMZ", "Stun server" ... nothing works, always the same issue. VOip.ms is my provided for VoiceIP and VOip tech support confirmed it seems to be a ISP modem-router issue.  For an unkonw reason, the ATA port 5080 is NAT to use a dynamic random port of the server side of voIP.ms in the 40000+ range... and this will obviously not work.

After hours debugging this thing seems to be a Virgin/Bell a NAT config somewhere they pushed and we have no control over it on the modem custumer side.

Virgin mentionned they cannot reproduce the issue because its "hadware" dependant !?! How come I able to reproduce the issue on a Cisco or a Grandstream ATA ?

Waiting for Virgin/Bell to come up with a serious resolution.

[Sylvain]

Thanks for sharing the info. Two things Virgin must be aware -> (1) I curently have the issue on my ATA and my public IP is 142.x.x.x so it's not even a CGNAT ip range. I think a CGNAT should start with 100.x.x.x , meaning its most likely somethhing else.  (2nd) Several VOip providers like the very popular VOip.ms do not support IPv6.  I do have many ATA's that can support both IPv4 and IPv6 and this will be of no help.

[mdon]

Thanks Sylvain

I am also using a SPA112 with VoIP.ms.   I have changed ISP's, hooked up my ATA to the new provider and everything is working again without issue. 

Regards

Mike

[mdon]

By the way....i also tried a Grandstream ATA before deciding that Virgin was not seriously trying to solve this and before i decided to change ISP's

[VirginPlusKris]

Hi again everyone. 

Just as quick refresher / public reminder, we'll be reaching out again in private messages to each of you to gather further details for further investigation. 

We're immensely grateful for your patience and cooperation.

— Kris