CODA-4582 causes VoIP audio issues, even though it's in bridge mode

[Graham15]

We have used VoIP for four years with no issues.  On December 7, Shaw swapped our modem.  No issues, just apparently necessary due to upgrades.  The new modem is a CODA-4582 in bridge mode.  We use a Tomato router configured with a static IP.

Today, all our VoIP phones experienced a no audio issue, despite the the phones using TLS, modem being in bridge mode, no changes made to the router since 2017, and other internet traffic working properly.  Rebooting the router and the phones did not solve the problem.  Rebooting the modem solved the problem.

Any suggestions for how to prevent this from happening again would be appreciated.

[shaw-tony]

@Graham15 where did you receive the CODA-4582 modem? That is not a modem that we support from our list here. Do you have a business account with a static IP?

[mdk]

@shaw-tony -- from some Internet searching, it seems that Rogers started deploying the HITRON CODA-4582 in December 2016.

I have seen one being used by a local Shaw Business -- not Shaw Residential -- customer. It has 4 Ethernet ports, and is very-quiet, because it has no fan. 🙂

@Graham15 -- Any suggestions for how to prevent this from happening again

Maybe, a UPS (uninterruptible power supply) between the AC wall-outlet and the cable-modem?

Maybe, scheduling a power-off/power-on cycle once every month? If it is "bridged", it is only communicating with your Tomato router -- not any of the devices on your private network. So, there is no "churn" of devices coming-and-going -- your router does all that work.

[Graham15]

Friends,

Sorry for not replying sooner.  Later I will find out how to turn on notifications.

@shaw-tonyThe modem was supplied by Shaw, installed by a Shaw technician.  Yes I do have a business account with static IP.

The problem happened again today, exactly five weeks to the day of the last time. 

[shaw-tony]

@Graham15 ah, support with business accounts require our business technical team to investigate. Touch base with our business support here

[Graham15]

Have done so.  They were more interested in upselling me on a more expensive plan than they were in solving the problem.

[Graham15]

Today we changed configuration from bridge mode to "IP Passthrough".  Our router still uses a public IP address, incidentally, in a different subnet from the CODA-4582's IP.  In this way we can access the CODA-4582's configuration.  We have disabled its firewall and SIP ALG and are hoping for the best.

[Graham15]

No changes to the symptoms.  Still needed a reboot this morning.

[Graham15]

This issue seems to be happening less frequently, but still happens.  Oddly - always after a weekend.  If anyone has any more suggestions, I would appreciate it.

[mdk]

@Graham15 --  If anyone has any more suggestions, I would appreciate it.

Occasionally, when Shaw has "too-many" cable-modems in your immediate neighbourhood, Shaw's engineers will "split" their network, to create two networks that span the neighbourhood.  That will cause a change in IP-addresses for half the cable-modems in the neighbourhood.

Perhaps, they "cut-over" on a Monday, when the engineering staff is back in their offices, after the weekend, so that they are ready to respond to any issues that the "split" may have created?