Polycom VOIP phone not working

@XfinityAlyssaA​ Residential

Thanks for confirming, Zoder! We actually post the blocked/closed ports for our service publicly here : https://www.xfinity.com/support/articles/list-of-blocked-ports 

It does not appear that 5060/5061 are listed, and I see no documentation on our end that they were added. A few things that come to mind in regard to this issue would be perhaps a change occurred in your VPN, as I assume there is one in play if you are working from home. Also, are you using any type of router in conjunction with the XB8? 

Thanks for the response. 

Yeah I didn't see those ports on the list when I checked the other day.  Could ports have been blocked if for any reason the Xfinity network thought there was an attack taking place?  I have X-fi Advanced Security turned off.  Are there other instances outside of Advanced Security where ports outside of those listed can be closed due to security issues?

No other router is being used.  The phone is hardwired directly to the xb8 and my desktop is hardwired to the phone.  Each device is getting it's own IP address from the gateway.  The phone I brought home for testing is getting assigned a third address when I plug it in.

The office did upgrade the firewall last October.  It's a sonicwall TZ 370.  Previously TZ 350.

My desktop uses the Sonicwall VPN client to connect to the office network.

However, the phone doesn't provision through the office and no VPN is involved with the phones.  The provisioning when you power up the phone is all done through Nextiva's servers.  4 of the phones are working from home networks.  Mix of Att Fiber and Xfinity residential.  The ones at the office are on Xfinity business internet.  So they the behind the firewall.  

The issue though is my phone isn't provisioning.  So I can't call out to any number, nor receive calls.  I also can't dial any of the extensions whether it's to the other work from home phones or the ones at the office.  If it was provisioning and the office firewall was blocking my phone's traffic the only issue I would be experiencing is not being able to connect to the office extensions.

It's basically the same service Comcast Business offers.  VoiceEdge® Cloud PBX Phone | Comcast Business  Just with a different provider.  Both are cloud based PBX services.  They even offer the same phone as an option for customers.  One key feature of this type of service is being able to connect the desk phone any place that has an internet connection.

Thank you for those additional details, Zoder.  If there were any additional ports being blocked they would be added to the list. If there was a security issue where they may have been blocked from an individual user, you would have been alerted. If the device provisioning is done via Nextiva, then perhaps there is an issue there. If your device is being assigned an IP then there should be no reason from our end that specifically this device is not able to connect. Have you or your company discussed the issue with Nextiva admin? 

How would I be alerted, by my email address on file?

Yeah I've spent a few hours on the phone with them Monday and Tuesday.

Besides ports possibly being blocked the only issue that stood out to them was the hardcoded Xfinity DNS servers used on the XB8.  The phone is programmed to connect to Google's DNS servers. but is currently using the Xfinity DNS services as assigned by the sb8.

It's been using the Xfinity servers for 3 1/2 years though without issue and at the officer all of the phones are also using the Xfinity DNS servers.

As I mentioned the other day, taking the phone back to the office resolves the problem.  So it's definitely a network issue.  The question is where in the network.  I'm going to take it to a neighbors house this weekend and see if the problem occurs at another house on the same node.  At least that may help narrow down where the problem is occurring.

Zoder Are you still having phone concerns?

@XfinityVictor​ 

Since Friday night when I found the block in the Advanced Security section of the Xfinity app and told it to allow for 1 hour, it has been working.  I did sent the DM as requested to get the questions I asked in that last post answered.

Has this worked for you consistently since the change you made to the Advanced Security setting ?