A quick note about customer-owned routers: GCI can troubleshoot the modem and phone equipment we provide, but we cannot access, configure, or troubleshoot customer-owned routers. For help finding or changing router settings, check with your router's manufacturer.
Prefer to use a GCI router? Contact us and we'd be happy to provide you equipment, free of charge.
Check whether your router is using a VPN for all devices
If your router sends all internet traffic through a virtual private network (VPN), make sure the GCI phone equipment is not included. The phone equipment should connect directly to the internet.
Turn off SIP ALG if your router has this setting
SIP ALG may also appear as SIP Passthrough, VoIP Helper, or Application Layer Gateway. It can cause dropped or failed calls and one-way audio.
Make sure the GCI phone equipment has internet access
Your router may list the GCI phone equipment by a device name, model number, or network address. Make sure it is not paused, blocked, assigned to a restricted profile, or limited by parental controls.
Make sure your router can keep up with your internet plan
Make sure your router can support your internet plan and the number of connected devices in your home or business. An older or overloaded router may cause slower WiFi, buffering, delayed or dropped calls, and other call quality problems during heavy internet use. Compare the router's supported speeds and device capacity with your internet plan and the manufacturer's recommendations.