I recently moved a small Call Center from one location to another. They contacted me late in the game to help them get a new call center setup with very little time. This left me with Comcast as the only ISP to choose from that could install services within their timetable. We decided to go with their new Gigabit package, which includes their new Gb modem. The client also chose to go with Jive for their PBX needs and subsequently ordered 20 Yealink T40P IP phones. Let the issues begin...
Comcast's modem would partially default to factory settings once a week. When I say partial, I mean things such as factory internal Gateway IP and Subnet revert back; passwords are set to default, yet the SSID's are still what we created. Comcast claims that they can ping the modem but when I test connectivity inside the modem to the internet I get 0/4 packets received. This test was run by the modem internal troubleshooting software. The Uptime clock inside the modem says 17,500+ days, which is not possible since we have reset the modem within the last 24 hours and we have only had the service for three weeks. We have factory reset the modem, replaced it with a new one, and we are still having the Yealink phones not obtain an IP address, or they have an IP address but say "No Service", even after they have previously worked. Phones continue to drop off of the network in that manner, and PC's that are using pass-through are losing connectivity as well. No matter how many factory resets on the phones, Comcast's "New" Gig modem, or the Cisco 52 Port PoE, have had any change in connectivity.
Both the old and new office locations have Comcast, different packages and modems of course, and everything worked fine with the old YipTel phones on Comcast's Network. We are going to swap out the Yealink phones with the YipTel phones tonight and see if we see the same results with the old YipTel phones. The Client wishes to use the Yealink phones because the cost is 70% cheaper.
Both the Client and I are worn out trying to solve this. I can't think of anything else that could be causing this outside of a network issue with Comcast due to the fact that we have plugged directly into the modem and bypassed the entire network and still saw connectivity loss, even a Tech was on site and plugged into the modem and saw the loss. He diagnosed it as a bad modem, but after a replacement, today and the issues started immediately upon connecting the network back up to the modem.
Thanks in advance guys!