Internet Service Provider Known Issues

Owned by Coreen Stalnaker
Last updated: Mar 06, 2024
3 min read

Purpose

We are aware of a technical issue affecting audio functionality within TLD for users of certain internet service providers (ISPs). This document provides comprehensive information and recommendations specific to each identified ISP experiencing connection challenges.

Spectrum/Charter/Xfinity

ISP provided routers have built in limiters that restrict TLD. A personal router is advised to be utilized for those Users to get around ISP restrictions on throughput for audio. While this is a known issue with Spectrum and Charter, several Xfinity customers have reported similar issues that are resolved with a replacement router

  • While waiting for new router installation, contact the ISP and request the following audio ports opened

Ports

  • TCP 80,443 for HTTPS

Ports

  • TCP 80,443 for HTTPS

 

  • TCP 5060-5062 for SIP Invites

 

  • TCP 8089 for Websocket to Dialer

 

  • UDP 10000+ for Audio Data to Dialer

T-Mobile Home Internet

T-Mobile offers 2 different router types. The type of router being utilized will determine the Users ability to access TLDCRM.

Sagemcom Fast Gateway

  • Device is considered a 5G Hotspot Router

  • Verified: Does NOT work with TLDCRM

  • Known Issues:

    • Prevents audio transmission between customer and agent

    • Can not be configured to allow audio functionality for TLDCRM

image-20240123-170801.png

 

 

T-Mobile 5G Gateway

  • Device is a 5G Gateway

  • Only available for Enterprise accounts

  • Verified: Does work with TLDCRM

  • Know Issues:

    • There are no known issues at this time

image-20240123-170522.png

 

STARLINK Internet

 

 

TLDCRM compatibility testing with STARLINK is complete, demonstrating reliable communication for remote teams.

Mobile Hotspots (ATT, Verizon, Etc.)

 

 

It is not possible to utilize a personal phone network to access TLDCRM. These hotspot connections block the type of internet traffic that TLDCRM utilizes for audio and client interaction

Unsecure Shared Community Internet

If the internet/WIFI is shared across an apartment complex or a hotel on an unsecure network TLDCRM can not be accessed. Due to the security risk to customer data and the restrictions on the bandwidth and throughput of audio these types of internet can not be utilized. The User must a private/secured internet connection.

Shared Community Internet - Personal Secure Router

If your apartment or community provides internet services but the agent utilizes their own, personal router to connect to the internet there should not be any connection issues. Note, the user must be on a secured network to access TLDCRM

Mobile Hotspots (ATT, Verizon, Etc.)

 

 

It is not possible to utilize a personal phone network to access TLDCRM. These hotspot connections block the type of internet traffic that TLDCRM utilizes for audio and client interaction

Replacement Router

There are no specific router recommendations endorsed by TLD but it is recommended to acquire a router that supports the Users current internet speeds. Higher end routers utilized for gaming can aid with the fast paced throughput utilized by TLDCRM

We have verified that the following router model does work with Spectrum, Charter, and Xfinity