Need extra help installing your Ooma Hub or Telo system? Let us know.
#66634 by austinla
Mon Oct 11, 2010 8:53 am
I've switch back and forth between Modem > Ooma Telo > (Router) and Modem > Router > Ooma. The reason for doing so is when it is configured Modem > Ooma Telo > Router, my internet drops out frequently. When it is configured Modem > Ooma Telo, most of the time I have it configured Modem > Ooma Telo > PC for setup.ooma.com access. When it is configured as such, the internet cuts out (seen through internet search for answers and in the internet connection status on setup.ooma.com. I only set it up with Modem > Router > Ooma when I need consistent internet access to look for troubleshooting help. I mostly keep it set up with Ooma Telo > PC. (and yes, every time I switch, everything comes down, the modem is reset w/o the battery installed, and it comes up in the connection order whether it's Modem > Router > Ooma or Modem > Ooma > PC or Router). I do this to take the Router out of the equation for most of the testing.

Now to answer your questions...
1. The router firewall is disabled and just to be sure, I take it out of the equation anyway, connecting to the modem
2. I got a new number. I am not porting anything and CS verified this morning that I activated it to match this statement.
#66659 by austinla
Wed Oct 13, 2010 5:54 am
Update:

Ooma CS said it ran some test and my ISP is blocking (at least some of) the needed ports.
UDP 53, UDP 123, UDP 514, UDP 1194,UDP 3386, UDP 3480, UDP 10000-20000, TCP 53 and TCP 443.

They did not specify which. I've asked them to be specific about which port are being blocked because I called my service provider and they said the modem does not block any ports....classic catch 22.

My ISP is Telmex (now Claro) Peru.
My Modem is an Arris TM602G.

When I enter the IPConfig (using 192.168.100.1), I get a page with some configuration data, but it says nothing about ports and/or firewalls.

Does anyone know how to get into a TM602G to edit the configuration or at least see port related information?

Here is the Modem ipconfig data:

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Arnold>ipconfig /all

Windows IP Configuration

Host Name . . . . . . . . . . . . : Arnold-T1
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Unknown
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : mshome.net
cpe.telmex.com.pe

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . : mshome.net
Description . . . . . . . . . . . : Intel(R) Wireless WiFi Link 4965AGN
Physical Address. . . . . . . . . : 00-13-E8-14-70-F9
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::bd7b:dd04:d31d:d8b7%9(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.100(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Monday, October 11, 2010 4:48:36 PM
Lease Expires . . . . . . . . . . : Tuesday, October 12, 2010 4:48:35 PM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 234886120
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0D-B5-5B-9E-00-A0-D1-75-9C-AE

DNS Servers . . . . . . . . . . . : fe80::8df9:24fb:e12d:ad27%9
190.81.191.13
190.81.191.11
NetBIOS over Tcpip. . . . . . . . : Enabled
Connection-specific DNS Suffix Search List :
mshome.net

Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : cpe.telmex.com.pe
Description . . . . . . . . . . . : Marvell Yukon 88E8039 PCI-E Fast Ethernet
Controller
Physical Address. . . . . . . . . : 00-A0-D1-72-9F-1F
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::d10d:582e:8470:c789%8(Preferred)
IPv4 Address. . . . . . . . . . . : 190.222.84.6(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Monday, October 11, 2010 5:35:11 PM
Lease Expires . . . . . . . . . . : Tuesday, October 12, 2010 5:35:11 AM
Default Gateway . . . . . . . . . : 190.222.84.1
DHCP Server . . . . . . . . . . . : 10.150.103.15
DHCPv6 IAID . . . . . . . . . . . : 201367761
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-0D-B5-5B-9E-00-A0-D1-75-9C-AE

DNS Servers . . . . . . . . . . . : 190.81.191.11
190.81.191.12
190.81.191.13
NetBIOS over Tcpip. . . . . . . . : Enabled

Tunnel adapter Local Area Connection* 7:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 10:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 02-00-54-55-4E-01
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:4137:9e74:10d5:2d78:4121:abf9(Pref
erred)
Link-local IPv6 Address . . . . . : fe80::10d5:2d78:4121:abf9%10(Preferred)
Default Gateway . . . . . . . . . :
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter Local Area Connection* 13:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : 6TO4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 9:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : mshome.net
Description . . . . . . . . . . . : isatap.{BDAEAC3B-31AE-4207-9CE5-218074244
414}
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 15:

Connection-specific DNS Suffix . : cpe.telmex.com.pe
Description . . . . . . . . . . . : Microsoft 6to4 Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Default Gateway . . . . . . . . . : 2002:c058:6301::c058:6301
DNS Servers . . . . . . . . . . . : 190.81.191.11
190.81.191.12
190.81.191.13
NetBIOS over Tcpip. . . . . . . . : Disabled
#66794 by austinla
Wed Oct 13, 2010 6:00 am
Update:

My problem is being refined to being with my ISP. In short, if you have a flashing / blinking red emblem and Line 1 /Line 2 are both illuminated and various other leds come in and out at variable intervals, don't look outside of the box (Ooma Telo, for me) for the answer. Also make sure you read: http://www.ooma.com/support/knowledgebase/advanced-connections-and-service-ports. Most likely your ISP is interfering with this statement:

Ooma uses the following application ports for outbound data and voice traffic:
UDP 53, UDP 123, UDP 514, UDP 1194,UDP 3386, UDP 3480, UDP 10000-20000, TCP 53 and TCP 443.

Because I took my Ooma to a friends house on another ISP, I suspect this is the problem.

Just because my problem is outside of Ooma, doesn't mean I don't need your help.
I have asked my ISP about blocked ports in the TM602G modem (connected directly to the Telo). They say the modem doesn't block ports. What question am I not asking my ISP to get them to allow the port list above to be open?

....still needing help and Ooma Tech support says if it's not in their equipment, it's not their problem.
#66820 by austinla
Wed Oct 13, 2010 2:10 pm
Update: My service provider assures me that they are not blocking any ports.

I read where one guy fixed his troubles by buying this:
viewtopic.php?f=2&t=9287&p=65668&hilit=amplifier#p65668

This is the thread:
viewtopic.php?f=2&t=9287&p=65668&hilit=amplifier#p65668

I don't think this is the trouble, but the symptoms that are listed there are similar, so off I goto radioshack.

Update, the amplifier didn't do a thing for me.
#66863 by ntoy
Thu Oct 14, 2010 10:22 am
Hello,

Looking at your log, it is having trouble establishing a tunnel connection.
I'm not sure if your box is currently in the US. Did you have it working in the states?
Have you tried in another location, perhaps different network?
If you are still within the store's return period, you may want to contact them for a replacement.
#66888 by austinla
Thu Oct 14, 2010 2:50 pm
@ntoy,

I can tell you for sure the Tunnel status says it is not connected on setup.ooma.com

I am not in the USA and have never tied it in the USA. I had it shipped to me in Peru. I wrote ( I know there's a lot in the thread to go through) that I did in fact take it to a friend's home on another network here in Peru who has Ooma and it worked! That's what leads me to believe it to be a problem with the ISP.

What do you know about know about the tunneling problem? Is there something I can tell the ISP to change in the modem regarding this that will help? I just don't know what to tell them to do, since they said the ports or not blocked. They seem willing to help, but they don't know what I need.
#66898 by ntoy
Thu Oct 14, 2010 4:51 pm
Unfortunately I don't have specs on a Arris TM602G to see if there are any firewall/security settings.
How about your router for firewall/security if you are using Modem>router>telo?

You did try using "Built in Mac?" in setup.ooma.com? Then boot ALL devices in sequence allowing ech to go online before booting the next.
#66899 by lbmofo
Thu Oct 14, 2010 5:06 pm
Have you tried a modem hard reset (either through a reset button on the modem device or through modem device URL page: http://192.168.100.1 do a "restore factory default" and reboot). This will make your modem relearn your cable line parameters/characteristics.

Like ntoy says, use Built In Modem Port MAC address?
viewtopic.php?f=2&t=8045
#66907 by austinla
Thu Oct 14, 2010 7:36 pm
Thanks guys,

When I test, I configure Modem>Ooma, leaving everything else out of the equation. When I do connect the Router to the Ooma home port, or even a PC (to use setup.ooma.com) the internet on the Home Port is spotty at best, so when I am not testing, I return it to Modem > Router > Ooma to get consistent internet, I have noticed a correlation between loss of internet and a sold Trash and Voicemail light.

My Telo is configured for USE BUILT IN MAC.
Anytime I change the setup at all, everything comes down and I hard reset the modem, and power up starting with Modem, then moving sequentially down the line.

When I log into the TM602G modem, it is not a configuration to be edited, but 4 pages of status:

PAGE1

Status HW/FW Versions Event Log CM State RIP

--------------------------------------------------------------------------------
RF Parameters
Downstream
Freq/Power: 567.000 MHz 15 dBmV
Signal to Noise Ratio: 40 dB
Modulation: QAM256

--------------------------------------------------------------------------------
Upstream
Freq/Power: 36.800 MHz 35 dBmV
Channel Type: DOCSIS 2.0 (ATDMA)

Symbol Rate: 5120 kSym/sec

Modulation: QAM64

Status
System Uptime: 0 days 0h:1m:6s
Computers Detected: 1
CM Status: Telephony-Reg with Call Server
Time and Date: THU OCT 14 22:31:45 2010

Interface Parameters
Interface Name Provisioned State Speed MAC address
LAN Enabled UP 100 (Full) 00-15-A4-CF-72-A8
CABLE Enabled UP ---- 00-15-A4-CF-72-A9
USB Enabled DOWN 12 00-15-A4-CF-72-AB
MTA Enabled UP ---- 00-15-A4-CF-72-AA

PAGE2
CM Hardware Information

System: ARRIS DOCSIS 2.0 / PacketCable 1.0 Touchstone Telephony Modem HW_REV: 04
VENDOR: Arris Interactive, L.L.C.
BOOTR: 6.03
SW_REV: 6.1.57
MODEL: TM602G
Product Type: 00000006 010a3be2
Product Release: 00000004
Flash Part: MX29LV320BTC
Download Revision: 2
Firmware Revision: 6.1.57
Serial Number: 82CBNE786406441
Battery Charger FW Rev: 07.15

MTA Hardware Information

Mta Serial Number 82CBNE786406441
Mta Type Identifier pktc1.0:05220101000201020901010B0A010305060708090A0B0C0C01000D010110010912020007

Firmware Build and Revisions
Firmware Name: TS060157_042309_MODEL_6
Firmware Build Time: Thu Apr 23 22:04:16 EDT 2009

PAGE 3

DOCSIS(CM) Events
Date Time Event ID Event Level Description
8/18/2010 1:39 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
8/18/2010 1:39 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
8/18/2010 1:59 20000200 3 No Ranging Response received - T3 time-out
8/18/2010 1:59 18000200 3 UCD invalid or channel unusable
8/18/2010 1:59 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
8/18/2010 2:02 20000200 3 No Ranging Response received - T3 time-out
8/18/2010 2:02 20000300 3 Ranging Request Retries exhausted
8/18/2010 2:02 20000200 3 No Ranging Response received - T3 time-out
8/18/2010 2:03 20000300 3 Ranging Request Retries exhausted
8/18/2010 17:58 20000200 3 No Ranging Response received - T3 time-out
8/18/2010 17:58 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
9/4/2010 18:24 20000200 3 No Ranging Response received - T3 time-out
9/4/2010 18:25 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
9/4/2010 18:25 14020600 3 DCC aborted unable to communicate on new upstream channel
9/21/2010 19:05 20000200 3 No Ranging Response received - T3 time-out
9/21/2010 19:07 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/6/2010 20:17 20000200 3 No Ranging Response received - T3 time-out
10/13/2010 21:40 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
10/13/2010 21:40 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
10/14/2010 0:30 20000200 3 No Ranging Response received - T3 time-out

PACKETCABLE(MTA) Events
Date Time Event Level Enterprise Event ID Description MAC Address Endpoint Name
1/1/1970 0:00 5 4115 7 Voice Line Loop Current Change to High, Line Number = 1 00:15:A4:CF:72:AA AALN/1:/0.0.0.0
1/1/1970 0:00 5 4115 7 Voice Line Loop Current Change to High, Line Number = 2 00:15:A4:CF:72:AA AALN/2:/0.0.0.0
10/14/2010 22:31 5 4115 16 MTA TFTP: Successful 00:15:A4:CF:72:AA mta-0015a4cf72aa.telmexngn.com.pe/10.44.4.154
10/14/2010 22:31 5 4115 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS 00:15:A4:CF:72:AA AALN/1:mta-0015a4cf72aa.telmexngn.com.pe/10.44.4.154
10/14/2010 22:31 5 4115 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS 00:15:A4:CF:72:AA AALN/2:mta-0015a4cf72aa.telmexngn.com.pe/10.44.4.154
10/14/2010 22:31 5 4115 14 Power Supply Telemetry Log - TELEMETRY NORMAL 00:15:A4:CF:72:AA mta-0015a4cf72aa.telmexngn.com.pe/10.44.4.154
10/14/2010 22:31 5 4115 26 MTA PROV: Successful! 00:15:A4:CF:72:AA mta-0015a4cf72aa.telmexngn.com.pe/10.44.4.154

PAGE 4

CM State: Telephony-Reg with Call Server
Complete Docsis-Downstream Scanning
Complete Docsis-Downstream Ranging
Complete Docsis-Upstream Ranging
Complete Docsis-DHCP
Complete Docsis-TFTP
Complete Docsis-Data Reg Complete
Complete Telephony-DHCP
Complete Telephony-TFTP
In Progress Telephony-Reg with Call Server
Not Started Telephony-Reg Complete

TOD State:
Retrieved Time of Day

BPI State:
Enabled - Authorized BPI Status

DHCP Attempts to obtain CM IP Address:
1 Attempt(s)

Market State:
North America Market

Power Supply Telemetry:
Battery Port Battery Operational Status Battery Part Number
1 TELEMETRY NORMAL 718003

Battery Serial Number:
Battery Port 1 Pack Serial Number: 510710D0A81
#66911 by lbmofo
Thu Oct 14, 2010 9:26 pm
Your downstream power is high at 15. Should be near 0dBmv.

But, when you say hard reset your modem, is it through the reset button on your modem? Or are you just talking about power cycling your modem? I mean to reset using the reset button (if the url setup page doesn't give you that option); this will take your modem a while to come back online again because it will figure out the optimal paramters given your cable line qualities.

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