> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxo.co/llms.txt
> Use this file to discover all available pages before exploring further.

# No audio on a home router (SIP ALG)

> Confirm SIP ALG on a home router is breaking your softphone audio, then turn it off — with step-by-step instructions for AT&T gateways.

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.

## Confirm it's the router

A quick test points to the router as the cause:

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Turn off SIP ALG on AT\&T gateways

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

<Steps>
  <Step title="Open the gateway settings">
    On a device connected to the Wi-Fi, go to `http://192.168.1.254`.
  </Step>

  <Step title="Open Firewall Advanced">
    Open the **Firewall** tab, then **Firewall Advanced**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Turn off the forwarding settings">
    Set **SIP ALG**, **Authentication Header Forwarding**, and **ESP Header Forwarding** to **Off**.
  </Step>

  <Step title="Save and power-cycle">
    Click **Save**, then power-cycle the gateway so the change takes effect.
  </Step>
</Steps>

<Note>
  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.
</Note>

## 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](/omnia/faqs/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.