VOIP Phone Issues w/ Nest WIFI - not working when plugged into LAN

[madisoniowa]

My mother in law recently started working from home. Her company sent her home with an Avaya physical VOIP phone.  It must be hard wired.  Because the office space is not by the modem, I set her up with Nest WIFI so she could plug into the LAN port on the WIFI device.

When the phone is plugged directly into the modem, it works just fine. If the phone is plugged into the Nest WIFI LAN port, it does not work.  The Google Home WiFi app recognizes the phone when plugged into LAN, it has an IP address, but doesn't work.

Does anyone have any experience or suggestions? 

[MichaelP]

Hello @madisoniowa 

I suspect that commercial VoIP phone is using a protocol that has trouble getting through the consumer-oriented NAT firewall Nest WiFi has. It might be possible to get it working by opening up some port mappings in the firewall, but I have no idea which UDP ports would be worth trying. You might need to work with her company's IT staff to see if they know more about which ports are needed (or if it will work at all).

[madisoniowa]

Thank you @MichaelP , I appreciate your reply.  I'll see if I can get better assistance from her IT staff. 

[AbigailF]

Hey folks, 

Thanks for lending a hand, @MichaelP.
@madisoniowa, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

[EmersonB]

Hi everyone,

@madisoniowa How's it going with your Nest Wi-Fi? Were you able to contact the IT Department? If so, don't hesitate to give us an update here. 

I appreciate the help, Abi and MichaelP.

Regards,

Emerson

[madisoniowa]

thank you for the follow up. Yes, they provided a few ports to open, and hopefully I'll be able to try today. The first iteration they were less than helpful, as it works just fine when plugged directly into the modem, so they weren't overly willing to troubleshoot beyond that. I'll post back the results when I've tried opening the right ports.

[AbigailF]

Hey madisoniowa,

Thanks for the update. We'll keep this thread open for a few days to give you time to post your reply. Let us know if you have any other questions or clarifications for now and we'll be happy to help out.

Cheers,
Abi

[madisoniowa]

Thank you. Yes everything is working now! Three ports were opened. It also seemed important that I plugged the phone into the left side WAN port. When I plugged into the right port it didn't seem to work.

Thank you for the support.

[AbigailF]

Hello again madisoniowa, 

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Abi