Quote Originally Posted by VOIPoTim View Post
They are both good devices.

With that said, there is a very big reason we use HT502s primarily....they have a built in router.

With residential customers, support will literally quadruple with PAP2Ts. Since there is no router, there is option to connect them directly to a modem. 99% of issues are caused by routers mishandling traffic. The best way to resolve that is to get the router out of the picture and connect the VoIP device to the modem then connect the customer's router downstream from it. Obviously this doesn't help in situations with a combo router/modem but for cable customers or ones with a basic DSL modem (without a router), it's a magic fix that will literally solve 99% of issues.
Tim, obviously you support a lot of customers, and you have better statistics than my experience. My dad lives in a retirement community, and his neighbors' technical skills are very limited (to put it charitably). Moreover, more than half of the people barely speak English. It happened that I helped a dozen of dad's neighbors with computer / network / VoIP phones. Out of them exactly one(!) used ATA/router as a router (Old Sipura SPA 2100). Everybody else had a router separately. Some had router built into Verizon modem; others needed wireless, so ATA/router wouldn't cut it; and yet others had a TV converter that allowed them to watch Russian or Iranian TV. Oh, and last year 3 of them got a Blu-Ray player that, obviously, needs to be connected to the Internet as well .

This experience prompted me to post a question on DSL Reports. As you can see, nobody came up with a real-life use case for built-in router.

So, having a built-in router may be helpful for troubleshooting purposes - but I really doubt that many people use it on a daily basis.