Consumer grade routers, mesh systems, and wireless access points often carry voice acceptably in a small office. OneCloud does not prohibit them and does not support them. Where consumer equipment sits in the path, OneCloud will assist on a best effort basis, and we may be unable to isolate a fault or improve call quality without business grade equipment in place.

The characteristics and models listed below are a different matter. Those will prevent the service from working correctly regardless of how the rest of the network is built.

What makes a device unsupported

A device or service is unsupported for voice if it exhibits any of the following. The model lists below are examples. Equipment not named here may still be unsupported if it has any of these characteristics.

• SIP ALG or SIP transformations that cannot be disabled
• Carrier Grade NAT with no routable public IP available, on the circuit serving a business location
• No QoS capability, or QoS that cannot be applied to a specific network segment
• No VLAN support, where VLAN separation of voice is required
• Double NAT that cannot be resolved through bridge mode or IP passthrough
• Third party or community firmware, including DD-WRT, Tomato, and OpenWrt
• Hardware that has reached manufacturer end of support and no longer receives security or firmware updates

Provider gateways requiring bridge mode or IP passthrough

These gateways are supported only when placed in bridge mode or IP passthrough with a supported router behind them. In gateway mode they are unsupported.

• AT&T BGW320 series, BGW530, and BGW620. SIP ALG must also be disabled under Firewall, then Firewall Advanced.
• Comcast and Xfinity XB6, XB7, and XB8.
• Spectrum supplied Askey and Sagemcom gateways.
• Brightspeed and CenturyLink C4000 series and comparable provider gateways.
• Verizon current generation Fios routers.

Unsupported gateways

• AT&T BGW210 and NVG595. Retired and no longer supported.
• Actiontec any model except M1424WR, which requires SIP ALG disabled.
• Arris and Pace any model number not listed above as requiring bridge mode.
• Cisco DPC models, including DPCQ3925.
• NETGEAR CG3000DCR.
• Technicolor any model number.
• Ubee any model number.
• Verizon FiOS-G1100 and earlier.
• Huawei any model number.

Unsupported routers

• Cisco RV series including RV320 and RV325. These models reached end of sale in January 2020 and end of software maintenance in January 2021, have published unpatched security advisories, and are no longer supported at any firmware level. Other RV series models have comparable SIP handling problems with no available fix.
• Routers running third party firmware, including DD-WRT, Tomato, and OpenWrt. This includes all Buffalo routers shipped with DD-WRT.
• NETGEAR Nighthawk series on any firmware other than the current manufacturer release.
• Apple AirPort Extreme and Time Capsule. Discontinued and no longer receiving updates.
• Belkin any model.
• D-Link DIR-655 A1 and C1.
• Edgewater and Edgemark any model.
• Linksys BEFSR41 and BEFSR81, WRT120N, WRT160, and WRT180 VPN firewall.
• Luxur XB4400 and related series.
• Motorola gateways all models. Bridging may work, but a standalone modem with an approved router is recommended.
• TP-Link OnHub.
• Sagemcom F@st, any model.

Unsupported services

• Any internet service delivered behind Carrier Grade NAT where a routable public IP is not available, at a business location
• Fixed wireless (5G home internet) as the primary circuit at a business location
• Consumer tier satellite service as the primary circuit at a business location

These restrictions apply to the circuit serving a business location. They do not apply to remote workers or mobile app users, who are expected to connect over residential and cellular networks.

Contact support@onecloud.com to confirm whether a specific model is supported before purchase.