Fix for Equinox Poor Performance for Spectrum Customers


  • You experience one-sided audio (you can hear them but they can't hear you or similar)
  • You experience patchy/broken-up audio


The following procedure is only applicable to people who are Spectrum internet customers. This issue has not been seen on other ISPs and as a result, these steps haven't been tested on other ISPs.

  1. Log in to your router. You must know the login information - the IT HelpDesk cannot provide this as it's specific to your home router. If you have never logged in to your router before, the default login may be "admin" as the username and password.
    • Note: If you do find that your router has a default login, we highly recommend changing it.

We have found that there are a couple different versions of Spectrum router interfaces, which we have termed Type 1 and Type 2. You might have either one.

Type 1 Router:

  1. In the blue bar at the top, select Advanced
  2. On the left hand side, click the > next to Network
    1. If you see large boxes instead of a left-hand navigation menu, you have a Type 2 router - see instructions further down.
  3. Select WAN
  4. On the new bar across the top-center select NAT Pass Through
  5. You should find that SIP Passthrough is set to Enabled. Click Disable.
    • In some cases this may be listed as SIP ALG.
  6. Select Apply
  7. Restart your laptop, then try to make a call.

Type 2 Router:

  1. In the top right, select Advanced
  2. On the left hand side, click the box for Router Settings
  3. In the black bar across the top, click SIP ALG
  4. You should find a large toggle switch for SIP ALG, set to Enabled. Click it to disable the feature.
  5. Restart your laptop, then try to make a call.

If you don't find things as described in your router, or this doesn't resolve the problem, please open a ticket with the IT HelpDesk.


Article ID: 115545
Thu 9/3/20 11:07 AM
Mon 9/28/20 11:48 AM