Issue with Polycom Soundpoint IP 330 SIP & Modem TC8305C

[Anonymous]

Recently we upgraded our modem & router to the Xfinity modem & router in one, model TC8305C, in the hopes it would give us increased speed and reliability with our wireless connection, and so far it seems to be solid.

However, one area we are having an issue in is with our VOIP Polycom telephone, model Soundpoint IP 330 SIP. With the old modem (Arris, model number WBM760A) & router we had no issues making or receiving calls. But with the TC8305C we don't get any volume when we dial out. We hear the dial tone, dial the numbers and nothing happens. I put back our old modem & router and the phone works fine, so it's definitely something with the TC8305C.

I am by no means an expert when it comes to this stuff, but I know how to log in and change settings in our TC8305C. If anyone has any suggestions which could allow this device to work please let me know. Otherwise we're going to have to return our TC8305C and go back to the old setup. Thanks!

[SteffenBaierUK]

Hello Marcus1,

welcome to the Polycom Community.

This sounds like a simple port issue already discussed recently => here <=

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

Hi Steffan,

Thank you for the reply and the help. Unfortunately since my knowledge of port forwarding and networking in general is quite limited, I was unable to get my Polycom phone to work. I'm hoping you can still help me.

As I said, I have a TC8305C modem/router. I'm not sure if you're able to see what it looks like when you log in to the router of one of these, and if you aren't, here's a site which shows what it looks like:

http://portforward.com/english/routers/port_forwarding/Technicolor/TC8305C/Voip.com.htm

So I've gone into the port forwarding area and this is, of course, where I need help.

When I went in I had one service there already, it was called SIP and for UDP & TCP it was set to 5060 for port start and end. That's all that was there.

I went to "add service" and typed the name as RTP and put the port start at 2222 and the end at 2269. I then power cycled the TC8305C as well as the Polycom phone, and still I'm not able to hear sound when I dial out.

Can you please tell me what I'm doing wrong or what else I could do to fix this? I don't understand any of this, and I'm fine with that - I'd just like to get it to work, so if there is any explaining please do it as slowly and easily as possible.

Thanks for the help.