Forum Discussion

Juicebox's avatar
Juicebox
Neighbour
6 months ago

Modem/Router settings Causing issues with VOIP

So i have the following products 

NH20A - modem 
The white cylinder for the WIFI booster. 

 

I have been trying to find a setting where I can disable my  "SIP ALG" (Application Layer Gateway). Typically, by default this is enabled. Which is causing issues with VOIP calls that I place on hold. 

The router/modem UI has changed now that I have Fiber internet. On my old Router/modem the UI had more in depth setting that were accessible. including enabling or disabling SIP ALG 


I have spent hours on the phone trying to explain this to the agents, They keep telling me that this setting is automatic and cannot be enabled or disabled, which I know is not true. 

Has anyone else had a similar issue? i am wondering how I can get TELUS to disable this feature 

7 Replies

  • maskedmark's avatar
    maskedmark
    Neighbour
    5 days ago

    Hello. I'm planning to run a third-party VOIP service off the NH20A modem and I am requesting the "SIP ALG" feature be disabled as well. Is there anyone from Telus on this forum with the necessary "super admin" account to be able to do this? Please send me a DM and I'll provide my account number. Thanks!

    • TELUS_Support's avatar
      TELUS_Support
      Icon for Official Support Team rankOfficial Support Team
      5 days ago

      Hello. We'll send you a private message, check your Inbox.

  • Boardson's avatar
    Boardson
    Neighbour
    2 months ago

    I experienced call drops until I logged into the router settings and disabled SIP ALG. My voip provider said it interferes with call handling, and after turning it off, things got way better. Also, setting QoS rules to give priority to my ATA device really helped with call quality. Some routers bury these settings, so it took a bit of digging, but it was worth it.

  • Boardson's avatar
    Boardson
    Neighbour
    3 months ago

    I had the same kind of issue and fixed it by switching SIP ALG off in the router settings. Also set static ports if your router lets you — it helped voice quality.

  • Smario's avatar
    Smario
    Organizer
    6 months ago

    Usually this setting ,it is in a  telus business account.

     or

    This setting is also found in business routers or VOIP POE  managed switches would also have the SIP ALG Setting.

    Power Over Ethernet Managed switch- cisco, tplink, other brands....

    • Smario's avatar
      Smario
      Organizer
      6 months ago

      A business router or POE Managed switch contains SIP ALG feature

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