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? 

[VirginPlusAntonie]

Hi everyone, 

We would like to start by thanking everyone for bringing this to our attention and for all of the provided information and troubleshooting you've all made.

While this is still being investigated to prevent these issues in the future, our technical team have made a couple of temporary changes that should address the concerns at this time. 

For everyone that is still facing the issue, please reboot your modems (unplug for 30 seconds) and test your VOIP service to see if things are back to normal.

Please let us know if the issue is still present. 

Thanks.

[Sylvain]

2025-05-04 11h59 -> Issue still present here, Modem rebooted and ASA also.  Just tested on a Grandstream HT801 to the VOip.ms service.  The IP connecting on the  PdP server side (SIP) is in the 142.x range and the port is dynamic (Port #64040 as of now). One positive, outbound dialing now works, meaning the outgoings call have a dial and they ring.  But once the connection is extablished, still no voice.

[Sylvain · Accepted solution]

2026-05-07 16h00 -> Solved, no need to change my ATA settings, reboot the Virgin modem. Solution came from the ISP (virgin side).  Big thanks to @VirginPlusKris and @VirginPlusAntonie  for their patience and support for debugging this SIP "no-voice" issue.  After a modem reboot, the SIP ports are still shown as "dynamic" in the PdP server, but the line, tone and voice are working perfect.  Tested on a Grandstream HT801 with the VOip Wiki recommented settings with VOip.ms provider.  Still in IPv4.

[bigguy]

It did not work for me.  I tried it numerous times.   However I tried unplugging it for 10 or 15 minutes then it did work.  The problem is how will I know when the phone isn't working?  What do I do if I have to make a 911 call?

[61108743]

Hi 

I am still having same issue. Rebooted modem. Reset ATA. Still no Audio.

[VirginPlusKris]

Hi there, @61108743. 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

[Jimmyc]

I have the no audio problem on a comwave HT502 ATA.  Are Kris and Antonie able to help me?

[VirginPlusAntonie]

Hi there @Jimmyc ,

Welcome to the community and 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

Thanks.