If they are somewhat technical you can compare to FTP, PPTP, other services that require "ALG", "Fixup", or "Inspection-Policies" on firewalls. The other way you can say it is "firewalls are made to stop attacks, and to some firewalls lots of little RTP (voice) packets look just like an attack" if it's a voice issue. The better solution is to state BEFORE you ever sell the service that unless you have your own equipment on site that you as the ITSP manage, it's best-effort and that you'll only go so far on support. Doesn't stop them from complaining but at least you can prove it to them if its written into the contract, or pass back off to sales. For the CPE I'd recommend Edgewater Networks, but the important part is that the device is 1) remotely manageable, 2) allows for signaling captures, and 3) has an ALG that behaves in a predictable (and correct) manner. Then standardize on code and test test test before you ever deploy. -Scott -----Original Message----- From: voiceops-bounces at voiceops.org [mailto:voiceops-bounces at voiceops.org] On Behalf Of Carlos Alvarez Sent: Thursday, January 28, 2010 2:44 PM To: VoiceOps at voiceops.org Subject: [VoiceOps] Explaining router/NAT problems to customers For those of you who do VoIP services with bring your own internet, I wonder if you have some tips on how to explain to customers that it's their network/router that is causing phones to randomly unregister? I know that from their perspective it's the phone that is broken and we need to fix it. Particularly the less technical ones that really don't even get the fact that these "phones" are just internet devices. Yes, I understand this is why we "shouldn't" offer BYOI, but we do, and will continue to do so for small customers. -- Carlos Alvarez TelEvolve 602-889-3003 Advanced phone services simplified _______________________________________________ VoiceOps mailing list VoiceOps at voiceops.org https://puck.nether.net/mailman/listinfo/voiceops