Service issue

I referred a friend to VOIPo, who signed up, and got one of the adapters with the built-in routers. She's plugged it in between her cable modem and her internal network, but is having a lot of one-way audio issues. She's worked with support, but has not gotten any good resolution yet. I was just wondering if there are any common issues with this setup, or if it's likely a deeper problem. As it's directly plugged into the modem, I'm not sure what, if anything, is there to configure?

Just a side note, she said the adapter appears used, as it has "gunk" on it (her words).

Brian,

A lot of modems now days also have built in routers. Are you sure there is the complete absence of NAT? Generally if this is the case then the user must have their ISP bridge their modem with our device.

Let me know if this makes sense, and perhaps if you can grab the Modem + Make + Model, that would help as well.

P.S. PM me the Ticket # I can get in contact and take look into this issue, thanks!

Thanks!

Thanks. Ticket info PM'd, hopefully will have modem info later today.