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Help

Connectivity issue with Ethernet phone

bquasius
Community Member

Saturday

I recently closes one business and am starting another. I had a dedicated office with an Ooma Office Base Station connected to a modem, and a Yea link T21P E2 telephone with Ethernet connection to the modem.

In the new location I am using a new Nest WIFI Pro with three points. However I have not been able to connect, either directly with the Ooma Base Station and router, or with the Nest Pro WiFi. First I contacted Ooma, and factory reset the telephone, successfully. However when restarting a message appeared about transferring provisioning, but then skips it and still no service.

I've tried connecting the Yeah link T21P E2 directly to the Nest wifi pro, the Paris modem, and the Ooma Office Base Station. I can factory reset the telephone, but the provisioning request is always skipped.

I need help! Thanks.

 

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1 REPLY 1

kcruzgonzalez
Community Specialist
Community Specialist

Tuesday

Hello @bquasius,

 

Thank you for posting on the community and sharing the detailed information about your new office setup. I understand you're facing connectivity issues with your Yealink T21P E2 telephone and Ooma Office Base Station while integrating your new Nest WiFi Pro network. and I appreciate you taking the time to provide detailed troubleshooting steps.

Since you've already factory reset the Yealink phone and contacted Ooma, let's focus on ensuring your Nest WiFi Pro network is configured correctly to support your VoIP service. VoIP devices are highly sensitive to network settings, and a common cause of provisioning failure is a router conflict.

This is the most common reason why VoIP provisioning fails or drops calls. Your Nest WiFi Pro needs to be the only device routing traffic.

  • Action: What is the specific make and model of your "Paris modem," and is it a modem-only device or a modem/router combo?
  • Goal: If it is a combo unit, we must put it into Bridge Mode. If the modem and the Nest Pro both act as routers, the resulting "Double NAT" will block the necessary communication for provisioning. Please confirm this is not the case.

Check the Ooma Base Station Connection

  • Connection Point: Is the Ooma Office Base Station plugged into the LAN port (the non-globe port) on the back of your main Nest WiFi Pro router?
  • Phone Status: When connected, does the Yealink phone at least display a local IP address (it should look like 192.168.x.x)?

Advanced Step: Use Port Forwarding (If Double NAT is Resolved)

Port forwarding is a great advanced solution, but it will only work if the Double NAT issue in Step 1 is resolved. If your network is confirmed to be stable (no Double NAT) but the phone still won't provision, we can manually ensure Ooma's traffic gets through.

  • Why it helps: Port forwarding tells the Nest Pro exactly where to send the data packets needed for the Ooma Base Station, which helps prevent dropped connections and ensures provisioning works.
  • Action: If you confirm your modem is in Bridge Mode, the next step would be to set up a Port Forwarding rule on your Nest WiFi Pro to direct Ooma's specific traffic to the Ooma Base Station. You would need to contact Ooma support to get the exact list of required UDP and TCP ports for your service.
  • If you have questions on how to set up port forwarding or port opening, please visit our help center to learn more about port forwarding or port opening.

I look forward to your reply so we can ensure your Nest Pro network is perfectly optimized for your business service!

 

Regards,

Kevin

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