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garyofaeo2
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Sunday, March 28th, 2021 1:24 AM

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Ooma Telo stopped connecting, could my Ooma be blocked by a recent gateway update or setting change this week?

I have had this Ooma box, D-Link business router, Arris Surf board gateway connected to xfinity for several years. After the recent storm a couple of nights ago, xFinity connection went down. After it came back up, now Ooma will not connect.  Everything else works.

After Ooma's Teir 2 support trouble-shooting, she said I should contact gateway's manufacture and ask them how to unblock the "Ooma" IP from the gate-way-firewall. I know I am not permitted to change settings on the gateway. So here I am. The Ooma logo is fast-flashing red, and the TO INTERNET port under status is Disconnected. It does have an IP address (172.27...) assigned. OOMA Tunnel: Connected.

I have re-connected Ooma straight from Gateway (instead of my local router) and did a slow power cycle and tried multiple IP cables.

Any ideas? Any body else recently have Ooma connect issues after restarting your Arris Surfboard modem - gateway?

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4 years ago

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XfinityRay

Official Employee

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2.7K Messages

4 years ago

Hello, @garyofaeo2. Great job with all of the steps you tried to get the Ooma box back online. Looking at what Ooma said about unblocking the IP. Does this device need a port forward to work by chance or do you see any messages in the Xfinity app about the device being blocked?

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garyofaeo2

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4 years ago

ComcastRayana

Thanks for reaching out…

No, Ooma does not require port forwarding to work.

Normally I connect it this way: Gateway-modem -> Router -> Ooma. And there are normally no ports forwarded. It worked for ~7 years.

Also, I currently have it connected this way and local router does not see the Ooma (either) in the LAN list. Ooma is set to use DHCP. The other connected devices (Desktops, printer) are listed with local IP. But Ooma box is not listed on the local LAN.

I am not using the xfinity app, but I have glanced through the router’s log, and nothing recent says blocked that I can find.

Now I “guess” the WAN port on the Ooma box is fried. I wish to try just resetting the Ooma Telo box, and am floating this by Ooma support next.  I will update here.

Thanks for idea. Can you think of anything else?

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user_JosephC

Problem Solver

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369 Messages

Thanks for all these details! I really appreciate you taking the time to provide a detailed depiction of your set up. To be honest, it's tough to say what else would be the cause since we do not have the tools to access your routers UI however, I think that reaching out to Ooma support is probably the best course of action at this point to see what other options they can provide especially if the WAN port is fried etc. Please feel free to keep us updated on the status and thanks again for all your patience! 

4 years ago

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EG

Expert

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110K Messages

@garyofaeo2

Try disabling the Xfi Advanced Security feature as a work-around for now and see. It's buggy ! And there is currently no way for an end-user to be able to whitelist anything;


To disable the Advanced Security feature in xFi, select the Account icon from the top-left corner of the Overview tab on the xFi app and then select xFi Advanced Security. From here, select Disable under xFi Advanced Security and follow the on-screen prompts.


https://www.xfinity.com/support/articles/xfinity-xfi-faqs


 No guarantees. YMMV. Good luck !

 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

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user_81a278

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2 Messages

4 years ago

I am having the same problem, have talked to both OOMA support and xFinity support, both point at the other person.  So I purchased a new WiFi version of the OOMA device, it went through the activition just fine and I even got the welcome message and dail tone.  Then after 5 minutes it disconnected (back to blinking red on the new OOMA device).  So I took the OOMA device to a friends house who happens to have a different cable provider, surprise it works just fine.  So comcast what are you doing to block OOMA devices?  I do have a comcast router so you can look at mine to resolve.

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XfinityEva

Official Employee

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1.6K Messages

Hey @user_81a278 thank you for reaching out and trying this out in a different network to make sure it works properly. Have you tried disabling the Xfi Advanced Security feature as mentioned above? You can access this via the Xfinity app or the xFi website at https://comca.st/3wauZfM 

 

Please let us know if this helps!

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 years ago

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EG

Expert

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110K Messages

@ComcastEva

What about the original poster ? Helping more than one poster per thread is typically not a good thing / situation...... 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

0

user_d003b8

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1 Message

4 years ago

did you try adding the ooma device ip address to the router DMZ?

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