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If you connect on the OMNIA desktop app from home but hear no audio in either direction — the call timer runs, but neither side can hear the other — your home router most likely has a feature called SIP ALG interfering with the call. Turning SIP ALG off fixes most of these cases.

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Confirm it’s the router

A quick test points to the router as the cause:
1

Try the VOXO mobile app on the same Wi-Fi

If the mobile app works but the desktop app doesn’t, the router’s SIP ALG is the likely cause. The mobile app takes a different path that the router doesn’t interfere with.
2

Try the desktop app on another network

Connect the desktop app to a phone hotspot. If audio works there but not on your home Wi-Fi, the home router is the difference.

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Turn off SIP ALG on AT&T gateways

These steps apply to AT&T gateways (Hub Air, BGW210, BGW320).
1

Open the gateway settings

On a device connected to the Wi-Fi, go to http://192.168.1.254.
2

Open Firewall Advanced

Open the Firewall tab, then Firewall Advanced.
3

Enter the Device Access Code

Enter the Device Access Code — the 10-digit code printed on the sticker on the gateway. This is not the Wi-Fi password.
4

Turn off the forwarding settings

Set SIP ALG, Authentication Header Forwarding, and ESP Header Forwarding to Off.
5

Save and power-cycle

Click Save, then power-cycle the gateway so the change takes effect.
Other routers have this setting in a similar firewall or advanced section. If you can’t find it, your router’s support can point you to it.

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If SIP ALG is already off

  • Power-cycle the modem and router after any change — audio sometimes doesn’t clear until a full restart.
  • If a managed firewall controls the network, ask IT to allow VOXO’s voice traffic. See Firewall IP Whitelist.
  • If the modem and router are separate devices, set the router to bridge mode to remove double-NAT, which also causes audio problems.
Contact support if you still have no audio after SIP ALG is off and the router has been restarted, so we can confirm the firewall whitelist is complete.