Registration issues with Virgin Business / Hiltron Router

[COM-TEL]

Hello,

My customer has just moved over to Virgin Business Fibre Broadband with the Static IP option.

He has a Hiltron v3 Router.

There is an on premise 3CX system and also one in the cloud.

He has 1 x Yealink W52P base station with 2 handsets sharing 4 extensions plus a Yealink T42 sharing a further extension an an additional DDI.

All extensions will register with both instances of 3CX both with and without STUN. However, all extensions revert to Register Failed anywhere from 10 minutes to an hour or so.

When the extensions are working, there is no issue with making or receiving calls.

ISSUE 1 - How can I stop the phones from dropping their registration. What could be the issue?
ISSUE 2 - The additional DDI will not receive calls. Making calls is fine. I believe this could be a firewall issue but have limited experience with this particular router and Virgin are less than helpful.

Any advice would be greatly appreciated.

Thank you.

 

[COM-TEL]

UPDATE:

From reading the forums, other people have experienced similar issues and there is mention of the Virgin routers not "playing ball".

Would a SBC be an option?

My understanding is that the SBC could be installed on site and then tunnelled to the PBX hosted in the cloud and then all the phones on site are then provisioned internally. Is this right? Would this overcome the router issue?

 

[YiannisH_3CX]

Hello @COM-TEL

Let me see if i understand the issue correctly. The client has one on premise PBX and one in the cloud.
Do the phone systems use a different FQDN and setup?

He has 1 x Yealink W52P base station with 2 handsets sharing 4 extensions plus a Yealink T42 sharing a further extension an an additional DDI.

Is the base station registered on both systems and each handset runs 2 extensions, one local and one remote?
If this is the case then i would recommend registering the devices to one of the two phone systems using auto provisioning and see if you face the issue with phone system. That could help you identify the issue.
If the phones are registered to the one premise phone system then they should not lose registration because of the router.

The SBC can help you overcome routing issues but you should identify the issue before applying a solution.