Known Issues

  1. DNS resolution is too slow with default ISP DNS servers (source).  It's incompatible with Polycom phones because both the WAN & DHCP DNS servers cannot be changed to resolve DNS lookup failures.
  2. Firmware bugs cause intermittent spikes in latency on the LAN (source).  Pinging the private IP of the Ubee shows intermittent spikes in latency between 10-250ms when it should be 1 to 2 ms at most.
  3. In newer firmware versions, SIP ALG can be disabled.

Temporary Resolution

  1. Issues will still persist intermittently even after making these changes so the permanent solution at the end of this article is critical to prevent further issues.
  2. Log in to the gateway > click on Gateway at the top of the page > click on Options under Advanced Gateway Setup > Do the following:
    • WAN Blocking: Uncheck
      • This option is only needed for call quality monitoring and troubleshooting purposes.
    • DNS Relay: Uncheck
    • SIP: Uncheck
    • Click Apply

Permanent Resolution

  1. Buy a recommended or serviceable router if you do not have one already.
  2. Then you will need to call your ISP to bridge the Ubee to your compatible router.
    • Smarsh Hosted Services cannot setup the new router for you, but your IT or the manufacturer of your new router can help you.
    • They will need to move settings from the old to the new router to ensure your computers and other devices on the network work properly.