I have an Avaya IP phone from my workplace. I get an Avaya IP phone error message “VPN tunnel failure - IPE phase 1 no response” when it is directly Ethernet connected to Xfinity Gateway router with residential service. I have worked with the IT department at my workplace to rule out any issue with the phone itself and the ethernet cables in use. The problem has been narrowed to a router configuration issue. This phone with its current settings and Ethernet cables is used with no problem with a Verizon Fios router residential service. I need to know how the Xfinity Gateway needs to be configured so that it will work with the Avaya IP phone.
Unfortunately, you are going to the to work with your IT or Security team to figure this one out.
It looks like your phone is trying to VPN into your corporate network and failing. The phones have generic VPN software, similar to Cisco, Juniper or Watchguard VPN (not SSL VPN that a lot of companies have moved to). For most configurations, the phone will reach out to the VPN server on UDP/500, send a login and password, then expect a connection back with more information on how to connect. Based on the message above, the phone is sending that ‘Phase 1’ login/password but not getting a response.
Whomever runs your VPN concentrator would need to step in and check the logs to see if there are errors there. If there aren’t, you might want to try putting they phone into the ‘DMZ’ of your network at home – this will avoid your local firewall from blocking the incoming connection. Again, this is all assuming a generic and common configuration.
Check and see if there is an option for ipsec/vpn pass through on your home router. Some have it disabled.
I ran multiple Avaya phones on Xfinity with no problems. It’s been a couple of years, but I dont remember having to change anything on the Xfinity router for them to work. This was with the white and black tower units.
One thing to try… log into your router, goto Firewall->IPv4 and set the level to Minimum Security. Save the change and reboot the phone.
Good Luck!
What phone model type is it? 9620/9630 phones have a firmware bug in them where it doesn’t NAT things correctly. So if your home network is on 10.x.x.x and so is your avaya phone system it will never work. The solution was to either upgrade the phone firmware or change your router is another network such as 192.168.x.x