This topic

Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 06:47:31 GMT

I have to be able to work from home due to COVID.

I have been given a Mitel IP phone which connects to my laptop via one port in the back of the phone, the other port (power port) plugs into a POE port in the plug socket. My Ethernet cable then goes from the other port in the socket (LAN port) and into the back of my BT Business Smart Hub into an Ethernet port.

For some reason my IP office phone won’t connect to my router and is stuck on “DHCP: Discovery”.

I really need my IP phone to work so I can work from home, so if anyone has any suggestions I would be very grateful.

(I was told I needed to move from residential to business so my phone works but it still won’t work)

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 06:54:59 GMT

@meg_

Welcome to this user forum.

If you are now a BT Business user, you will need to post on the BT Business forum, as the BT Business hub is not the same as the BT Home Hub. You should be able to find other business users who use IP phones. I would be surprised if the phone connects via your laptop, and does not plug directly into the business hub.

https://business.forums.bt.com/

Thanks

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 07:07:11 GMT

Hi Keith,

Thank you for the quick reply!

I can’t seem to get a response from anyone on BT Business Forum 😞

I really need this resolved ASAP so I can work 😞

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 07:13:12 GMT

Have you asked your employer`s IT department for help?

Perhaps Mitel can help with their product, as its not getting an IP address, so its possibly a configuration issue?

BT Business forum, like this forum, is mainly a customer to customer help forum and it may take a while before you get a reply.

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 07:16:17 GMT

Hi Keith,

I have asked them for help and they have said it’s BT that’s the issue. I was with EE before and it all worked fine with my IP phone plugged into the router via Ethernet cable, the signal was just rubbish which is why I switched to BT.

I have tried to call so many times and have got cut off, my order has also been duplicated and I’m unable to get hold of anyone to cancel it 😞 all a big mess really!

Just need to be able to get my IP phone to work so I can work from home 😞

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 07:27:13 GMT

If your phone is plugged directly into a LAN port on the the BT Business hub, then it should work.

I know there can be issues with the BT Home hub, if "smart setup" is enabled, but I do not know whether that feature exists on the business hub. If it does, then it needs to be turned off.

Its also possible that the IP phone needs to be re-configured to work with the business hub.

As you may appreciate, this is beyond the scope of this residential forum, but you may get some help if another forum member is using an IP phone, as I expect quite a few are working from home at the moment.

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 07:46:21 GMT

Thank you for your help Keith.

My BT Business hub only has a WAN port and Gig Ethernet ports so I am unable to plug it into a LAN port on the router unfortunately🙁

It does however have smart setup on so I will give it a go turning it off and see if that makes any difference, although I did try this on my residential hub previously and it didn’t make any difference.

How do I reconfigure my IP work phone? Is that something you’d be able to help with?

Thank you again for your help! 🙂

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 07:55:25 GMT

It would be the Gigabit Ethernet port which the phone would plug into, that is what a LAN port is. The phone will negotiate the correct connection speed.

Sorry, I cannot help with the IP phone itself, but I would expect it to connect automatically anyway.

Is that how you connected it up on the BT Home Hub?

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 07:59:17 GMT

Ah my apologies! It’s all connected to the Ethernet port on the back of the hub, I have also tried different Ethernet ports incase one was faulty.

When I log into my hub manager it says nothing is connected via Ethernet?

My IP phone has never worked with either of my BT hubs (I moved to BT in July 2020), but did work with my previous EE hub when I was with them so surely it can’t be my IP phone that’s the problem?

No one seems to know why it won’t work, think it may be a case of having to leave BT and go with another company 😞

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 08:15:22 GMT

If the hub manager is not showing the phone, the reason would be that its not being issued with an IP address, that is implied by the DHCP message on the phone.

Its more likely to be an issue with the BT hub, and not the BT network as such. I assume that you can get Internet access on the laptop, and that shows up on the hub manager?

Have the IT people suggested a factory reset of the phone, and then re-entering the configuration for your employer`s network?

You could also try a factory reset of the hub, and then disabling smart setup again.

What type of connection do you have, does the hub plug into the phone socket, or is there an Openreach optical modem fitted?

Why I ask, is that it may be worth trying a different router, as you should be able to get a suitable router locally for about £35. I can supply details if needed.

It would just need configuring with your BT Business login details.

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 08:23:05 GMT

Yeah I am able to get internet access absolutely fine and my laptop shows in the hub manager, I plugged my laptop in via Ethernet cable and it picks up internet so it works. Just won’t send an IP address to my phone as you’ve said.

I have factory reset my phone with my IT department and set it all up again and that hasn’t worked 😞

There was a mess up with my order so at the moment I have two business hubs plugged in at home, one plugged into fibre to the house (open reach box on the wall) and one plugged into the cabinet via a splitter in my house.

Do you think I need a different router?

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 08:34:23 GMT

Is the fibre to the house going to be the final connection, and is that the one you are using, as that would be the best one to use, as there are plenty of third party wireless routers that will work with this type of connection? I am aware that the BT hubs do have issues with their internal DHCP software, as I have come across this before, where it does not reply to certain formatted DHCP requests.

It really sounds like a mess up with the orders ☹️

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 08:34:40 GMT

I can use either routers (need to send one back but the engineer plugged both in yesterday). If I use the fibre to the house and get a third party router, will this definitely make my phone pick up an IP to get rid of the DHCP Discovery message?

I need to close the duplicate business account they have set me up with and cancel the duplicate monthly payment plan but every time I call I get cut off so not sure what to do 😞

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 08:53:15 GMT

The fibre to the house connection should be the most reliable. What speed is the connection supposed to be, as that would determine the type of wireless router you would need?

There are plenty of wireless routers as they are more common than modem/router combinations.

One of the cheapest is this one, less than £20. The interface is only 100Mbs, so if you have a faster fibre connection, then that may restrict your speed if you need a very fast connection, however it would prove whether its the BT hub which is causing the problem.

https://www.tp-link.com/uk/home-networking/wifi-router/tl-wr841n/

There is an emulator here https://emulator.tp-link.com/TL-WR841ND_V8/Index.htm

Do you know whether BT have issued you with a static or dynamic public IP address?

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 08:53:12 GMT

How do I find out my speed? Sorry not very good with technology haha 🙂

Also how would I plug my Ethernet cable into the back of that wireless router? My IP phone isn’t wireless.

They have issued me with a static IP address but only on one of the routers

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 09:01:04 GMT

The speed would be shown on your order confirmation.

A wireless router is just a term used, it also has LAN ports on it, so you do not have to use wireless.

You would need to know what type of connection you have. I would suspect that it would be a dynamic IP address, unless you had requested a static IP address.

You would also need to know the login PPPoE details for your BT Business account, as I think it may be different for each customer, unlike the BT Home Hub which uses the same login for every user.

You must appreciate that this is really out of the scope of this forum, and I am just using my own networking experience, as many of the other forum members here do.

Re: Mitel Office IP Phone DHCP Discovery Issue

licquorice — Wed, 13 Jan 2021 09:01:51 GMT

I really think that your company IT department should be sorting this out rather than leaving it to you to resolve. Just blindly saying that it is a BT problem is just abdicating responsibility.

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 09:04:24 GMT

@licquorice wrote:

I really think that your company IT department should be sorting this out rather than leaving it to you to resolve. Just blindly saying that it is a BT problem is just abdicating responsibility.

@licquorice

Agreed. I cannot se it being a BT network issue, but would not rule out an issue with the BT hub not liking the format of the DHCP request. I have seen this before.

Re: Mitel Office IP Phone DHCP Discovery Issue

meg_ — Wed, 13 Jan 2021 09:08:19 GMT

I know it’s a bloody pain!! I’ve spent so much time trying to sort this but it’s odd that it has worked with me EE router when I was with them

Re: Mitel Office IP Phone DHCP Discovery Issue

Keith_Beddoe — Wed, 13 Jan 2021 09:13:36 GMT

@meg_ wrote:
I know it’s a bloody pain!! I’ve spent so much time trying to sort this but it’s odd that it has worked with me EE router when I was with them

Which would tend to point to a router issue and not a network issue.

What router did you have with EE?