Problem with Telo, customer service

Need extra help installing your Ooma Hub or Telo system? Let us know.
mantis
Posts: 10
Joined: Fri Oct 16, 2009 1:49 pm

Re: Problem with Telo, customer service

Post by mantis » Fri Oct 16, 2009 4:01 pm

The rep started to tell me when the Ooma logo is flashing red to hold the trash and play buttons. I'm not sure how long to hold them as I interrupted her to say that the logo never lights, just the 4 bottom blue lights.

Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

Re: Problem with Telo, customer service

Post by Groundhound » Fri Oct 16, 2009 4:06 pm

Doing the other things suggested here didn't help? Software download after modem reset/refresh and Telo restart would take 20-30 min., during which you would see a number of different light patterns, including just the 4 across the bottom for a while.

Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

Re: Problem with Telo, customer service

Post by Groundhound » Fri Oct 16, 2009 4:10 pm

Also just to cover all bases, your Telo is connected to your modem via the Telo's "To Internet" port and not the "Home Network" port.

mantis
Posts: 10
Joined: Fri Oct 16, 2009 1:49 pm

Re: Problem with Telo, customer service

Post by mantis » Fri Oct 16, 2009 4:13 pm

I had it correctly set up but even tried plugging it into the to home network jack just to be sure. The only patter of lights were:

1 2
trash can envelope
4 blue bottom buttons

No joy.

mantis
Posts: 10
Joined: Fri Oct 16, 2009 1:49 pm

Re: Problem with Telo, customer service

Post by mantis » Tue Oct 20, 2009 2:07 pm

Contacted Amazon Friday night and they had a replacement Telo in my hands Monday. Thirty minutes later my Telo is working fine. Looks like I got a defective unit. I just wish customer support had been more helpful. Thankyou to forum members for your suggestions. I have found the support forum to be very informative.

mantis

Zindar
Posts: 82
Joined: Wed Oct 07, 2009 5:16 pm

Re: Problem with Telo, customer service

Post by Zindar » Thu Oct 22, 2009 9:48 am

My one and only need for customer service (which by the way was the result of me doing the setup incorrectly, through no fault of ooma) went smoothly and efficiently when I called them up on their 800 number.

But after reading this forum I know now that should I ever not get satisfaction from telephone support, I should check here.

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