Critical Issue: WhatsApp Voice Calls / SIP Not Working - Symmetric NAT Concern
Critical Issue: WhatsApp Voice Calls / SIP Not Working - Symmetric NAT Concern
Dear TP-Link Support Team,
I am writing to report a critical issue with my TP-Link router, model er 605 and er707.
I am unable to consistently use WhatsApp voice/video calls, and I also experience significant problems with SIP (VoIP) connections. Based on widespread user reports and troubleshooting, this appears to be due to the router's use of Symmetric NAT, which is incompatible with these real-time communication protocols.
This issue severely limits the usability of the router for myself and many other users. Could you please advise on a solution? Specifically, I would appreciate guidance on:
* How to resolve the WhatsApp call and SIP connectivity issues.
* Whether there is an option to change the NAT type (e.g., to Full Cone NAT).
* Any recommended settings or future firmware updates addressing this.
Thank you for your urgent attention to this
matter.
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We are NAT4. We do not have options to use any other NAT types. No considerations for other types.
If you are looking to change the NAT types, you can return the product. None of the TP-Link products, including the home products, provides the NAT1 or other types.
We have users who can use calls properly on the system. I think there might be a misunderstanding in the outbound connection. If you initiate a call, there should never be a problem when the router is doing the NAT.
If there is a need for call services, consider turning on the UPnP, which resolves most problems with the NAT.
If you own and pay for a public IP address on the WAN, it should not be a problem as well. Unless your ISP or your upstream link has restrictions. If they have restrictions, no matter what kind of NAT type you are, the result is the same - not working.
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We are NAT4. We do not have options to use any other NAT types. No considerations for other types.
If you are looking to change the NAT types, you can return the product. None of the TP-Link products, including the home products, provides the NAT1 or other types.
We have users who can use calls properly on the system. I think there might be a misunderstanding in the outbound connection. If you initiate a call, there should never be a problem when the router is doing the NAT.
If there is a need for call services, consider turning on the UPnP, which resolves most problems with the NAT.
If you own and pay for a public IP address on the WAN, it should not be a problem as well. Unless your ISP or your upstream link has restrictions. If they have restrictions, no matter what kind of NAT type you are, the result is the same - not working.
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The problem appears in both directions no matter where the call was initialized.
I have tha same issue in 5 different sites with er707 and er605 router no matter which ap or LAN configuration or ISP are used.
I also made test with a factory default configuration,only wan setup and just one 1 AP connect directly on the router but nothing changes.
Upnp doesn't change the situation
I spend a lot of hours with your support trying to solve the situation.
The main test was that on some sites, I simply swapped the router with another brand and whatapp starts working properly.
If you can help me with one site it will be very appreciated
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TheNetAssistanc wrote
The problem appears in both directions no matter where the call was initialized.
I have tha same issue in 5 different sites with er707 and er605 router no matter which ap or LAN configuration or ISP are used.
I also made test with a factory default configuration,only wan setup and just one 1 AP connect directly on the router but nothing changes.
Upnp doesn't change the situation
I spend a lot of hours with your support trying to solve the situation.
The main test was that on some sites, I simply swapped the router with another brand and whatapp starts working properly.
If you can help me with one site it will be very appreciated
What does the Whatsapp docs say about the router NAT type?
Is it mandatory to use the NAT1? Any other NAT types would simply fail?
I think I need to know the result from the Whatsapp support after you consult with them.
This might need Wireshark analysis on the reason why Whatsapp fails to initiate a call outbound.
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Whatsapp support is quite difficult to reach for this specific problem, but with a simple internet search for tplink releted to whatsapp problem or nat4 and whatsapp problem you can find a lot of threat with the same problem
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TheNetAssistanc wrote
Whatsapp support is quite difficult to reach for this specific problem, but with a simple internet search for tplink releted to whatsapp problem or nat4 and whatsapp problem you can find a lot of threat with the same problem
Yet, there is nothing I can do. Our routers are NAT4.
I am asking for docs from the Whatsapp support or their website, which they claim "it has to be NAT1 to get Whatsapp" working with their app.
As I understand that this should not be a problem. I don't know where that information comes from. I cannot decide without Wireshark results or their official claim.
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I can try to do a wireshark capure if you need
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TheNetAssistanc wrote
I can try to do a wireshark capure if you need
TBH, I don't think this might be something we can investigate after I read some Reddit posts regarding this.
More likely to be a problem with the ISP side. As I read multiple subreddit about the ISP modem, which caused the call to not work.
If you can use Wireshark, make sure the device that runs Wireshark is clean so the captures are mainly about WhatsApp.
Or filter it and send it.
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I have 5 site all with TP Link omada gear. All of them serve many users - sometiems in the hundreds.
No reports whatsoever of whatsapp voice and video call issues (i make a lot myself when on site so would notice) , and our VOIP system works perfectly regardless of the SIP ALG being on or off
This is probably an upstream ISP problem.
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