2degrees Fritzbox ignoring incoming call after an ~20mins

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › 2degrees Fritzbox ignoring incoming call after an ~20mins

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#300583 20-Sep-2022 13:38

We've recently switched to 2d broadband + landline, but the landline only accepts incoming and outgoing calls for like 20-30 mins after a fritzbox reboot, then it will only do outgoing calls (normal beeeeep when you pick up the landline). Give fritz another reboot and incoming calls works for a few mins again, then stops, etc.

So any calls we get while the fritzbox is denying incoming calls goings into 2d's built in voicemail system (not on the fritzbox), which I've setup to email me. At least that works.

I tried to email 2d about it, they took a week to reply asking to verify ID, done that, then a week later got an email saying they tried to call us but couldn't get through. They didn't call my cell, I have no missed calls, so they must have called the landline. Which is why I'm contacting them. The best they could offer was to reset the router remotely, which I've done, it doesn't help.

So I'm hoping I get more luck here.

My setup: I've setup our UDM to connect to 2d for internet, then plugged in there FRITZ!Box 7530 they sent us into the UDM.

All my settings in 2d's online portal are per default, as are the ones in the Fritz!Box (excluding what's needed to tell it to use existing internet).

FritzBox settings changed:

Internet > Account Information > Internet Connection

"Internet Service Provider": other internet service provider (setting to 2degrees removes the below 2 options)

"Connect via": Connection to an external modem or router

"Operating Mode": Share existing internet connection in the network (Mesh Wi-Fi / IP client mode)

I think I've left everything else per default.

The fritzbox reports everything is golden on for the phone line.

The "Diagnostics > Function" reports everything is good too.

And nothing to report on the "System > Event Log"

No incoming calls show in the "Telephony > Calls" - Call List, after those 20-30mins pass after a reboot.

Anyone had similar issues like this and know of a fix?

1 | 2

20859 posts

Uber Geek
+1 received by user: 5350

Trusted

Lifetime subscriber

#2970502 20-Sep-2022 14:29

What did 2degrees support say when you called them? Their phone support is quite good, but many business seem to mostly ignore email.

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#2970511 20-Sep-2022 14:51

Personally I prefer to communicate by writing. I do realise many companies don't support this well.

I leave calling as a last option. (it doesn't help that cell reception here isn't great, which is why we have a landline. I could call on the landline, but if they're going to do resets and things with the landline, will be tricky to stay on the call with 2d)

timmmay

20859 posts

Uber Geek
+1 received by user: 5350

Trusted

Lifetime subscriber

#2970515 20-Sep-2022 14:56

I know phone support is your last option, it is 2 degrees primary option, I suggest you use that. You may have to plug in your fritz directly into the ONT for diagnosis.

Spyware

3818 posts

Uber Geek
+1 received by user: 1366

Lifetime subscriber

#2970517 20-Sep-2022 14:57

There would be no fault if plugged into ONT.

Spark Max Fibre using Mikrotik CCR1009-8G-1S-1S+, CRS125-24G-1S, Unifi UAP, U6-Pro, UAP-AC-M-Pro, Apple TV 4K (2022), Apple TV 4K (2017), iPad Air 1st gen, iPad Air 4th gen, iPhone 13, SkyNZ3151 (the white box). If it doesn't move then it's data cabled.

richms

29104 posts

Uber Geek
+1 received by user: 10222

Trusted

Lifetime subscriber

#2970518 20-Sep-2022 14:58

You need to use the fritz as the router for them to support it. Putting it behind another nat device that may or may not keep connections alive is why this happens. You cant expect them to troubleshoot an unsupported configuration like this.

Richard rich.ms

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#2970519 20-Sep-2022 14:58

timmmay: I know phone support is your last option, it is 2 degrees primary option, I suggest you use that. You may have to plug in your fritz directly into the ONT for diagnosis.

You might be right.

I've just given the fritzbox another factory reset and plugged it direct into the ONT, now to wait an hour or so for it to pickup the phone settings. See if the problem persists, and give 2d a call.

AliExpress

Shop now on AliExpress (affiliate link).

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#2970520 20-Sep-2022 15:01

richms:

You need to use the fritz as the router for them to support it. Putting it behind another nat device that may or may not keep connections alive is why this happens. You cant expect them to troubleshoot an unsupported configuration like this.

Good point. I was hoping I didn't need to do that. For various reasons I don't like the fritzbox brand, and hoping to only use it for the landline.

But if the phone line works fine with the fritzbox connected direct to the ONT, I might have to think about doing that till our contact ends.

vexxxboy

4339 posts

Uber Geek
+1 received by user: 2075

#2970536 20-Sep-2022 15:46

do you have home phone plus or home phone basic with 2 degrees

Common sense is not as common as you think.

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#2970539 20-Sep-2022 15:55

2degrees Home Phone Plus

fe31nz

1295 posts

Uber Geek
+1 received by user: 423

#2971369 22-Sep-2022 01:45

You need to open ports through the UDM to the FritzBox. Without that, when the FritzBox boots, it will connect to the VOIP server at 2Degrees and that will open the needed ports, but such outbound connections create open ports that have a timeout and if there is no traffic before the timeout, they will close automatically. I am running my FritzBox behind my ER4 and the ER4 is configured to open these ports and forward them to the FritzBox:

5060 UDP/TCP for the SIP (VOIP setup and control) traffic (I think only UDP is needed with 2D, but the VOIP standards say both UDP and TCP are used)

8089 TCP for TR-069 management traffic (so 2D can set up the FritzBox)

7078-7109 UDP for RTP/RTSP (VOIP data) traffic - a pair of RTP/RTSP ports is used for each incoming or outgoing call, and the FritzBox can support a large number of calls at once. They get used starting at 7078/7079 and increasing in number for each new call.

To do remote access to the FritzBox for testing and diagnostics, 2D may also need to have a TCP port available for SSH. They can program the port number using TR-069, and the FritzBox will tell you what port number it is set up on (or they should be able to tell you), and then when they need to use it, you will need to open that port as TCP only to the FritzBox. They do not use the standard port 22 for this as there are too many bots around trying port 22. This port should be closed again when 2D does not need it.

duffles

102 posts

Master Geek
+1 received by user: 77

Trusted

2degrees

#2971447 22-Sep-2022 09:23

EDIT: fe31nz's post above is spot on.

As already mentioned, if you want support, the Fritz needs to be used as the edge device as intended.
The Care team won't offer you much support unless your configuration is standard. Which it does not sound like it is..

The Fritz will be sending a SIP keep-alive every ~5 minutes or so and your UDM will be stopping this, thinking that it's something malicious and blocking it after 15-20 minutes. Looking at the event logs on both the Fritz and the UDM should show you this. The Fritz should at least say that the SIP registration has timed out due to no response from the host or something similar.

If you tinker about with some settings on your UDM, you should be able to get your voice services working as intended.

Cheers

They say he carved that spoon himself.. From a bigger spoon..
Any comment made here is my own and should not be taken as that of my employer. You've seen one of these statements before.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

nztim

4015 posts

Uber Geek
+1 received by user: 2713

ID Verified

Trusted

TEAMnetwork

Subscriber

#2971634 22-Sep-2022 11:21

Argh, this is why, all RSPs should (at least if requested by the customer) offer ONT based Voice, it will remove these headaches if people want to use there own router.

Back do the topic at hand, does the UDM do source port remapping? I know a lot of mid range firewalls do this (FortiGate, SonicWALL, etc) where the NAT session changes the traffic source port, this plays havoc with SIP connections (https://www.sonicwall.com/support/knowledge-base/trouble-shooting-a-scenario-where-source-remap-is-causing-the-voip-issues/170504967157192/)

Also check if there is any SIP ALG is enabled, if so turn this off

Any views expressed on these forums are my own and don't necessarily reflect those of my employer.

TechnoGuy001

861 posts

Ultimate Geek
+1 received by user: 123

ID Verified

#2971823 22-Sep-2022 18:49

@nztim, I agree, I too wish they'd offer ONT voice, we had it with the last ISP, worked flawlessly. We don't need any of the extra features this system via the fritz box offers. (+ now we have an extra point of failure)

Anyway, thanks for everyone who replied with suggestions, I never considered it might be the UDM causing issues since one way SIP traffic appeared unaffected (first time with SIP traffic on my network).

Long story short, for the Ubiquiti Dream Machine (UDM), all I had to do was login to its UniFi portal and tick "SIP" under Conntrack Modules. Then gave the Fritzbox a reboot and haven't have any issues since.

Settings > Firewall & Security then under "Conntrack Modules" tick SIP.

stick

357 posts

Ultimate Geek
+1 received by user: 113

#2971831 22-Sep-2022 19:26

nztim:

Argh, this is why, all RSPs should (at least if requested by the customer) offer ONT based Voice, it will remove these headaches if people want to use there own router.

change.org?

It'll probably be useless though...

fe31nz

1295 posts

Uber Geek
+1 received by user: 423

#2971870 22-Sep-2022 23:27

nztim:

Argh, this is why, all RSPs should (at least if requested by the customer) offer ONT based Voice, it will remove these headaches if people want to use there own router.

The ONT POTS ports are analogue Plain Old Telephone Service. They are fine for people who just want to plug in their old analogue phone, but VOIP all the way to a VOIP phone can now provide for higher quality codecs to be used.

1 | 2