Need extra help installing your Ooma Hub or Telo system? Let us know.
#48965 by kwasigm
Sun Feb 28, 2010 3:09 pm
I am having a problem with my ooma system and I am wondering if anyone out there had the same experience and found a solution for it. My ooma was working well until I ported my home phone number to it. Now incoming calls ring, but I cannot hear anything or voice of the person calling at the other end. Meanwhile, I hear the Ooma dial tone when I want to make outgoing calls, but after I dial, the phone does not ring and I don't hear anyone picking up either. In both cases, the phone call ends within a minute and I know because I called my own cell phone too.

I went to setup.ooma.com and and found on the "Home" page that everything is connected / enabled except my phone line status shows "disconnected." I spent two nights and a whole day with tech support but they appear clueless and I still have the problem with the Ooma telo.
#48988 by tommies
Sun Feb 28, 2010 6:37 pm
Try to power cycle all of your devices: modem,router, and ooma. First start with the modem, and then folow the connection chain.

If the above does not help, post back your ooma setup home page and status page, and also detail of you setup.(ie. modem>router>ooma or modem>ooma>router)

Most of the time, a power cycle will solve most of the hipcup after a number porting.

This is my home page:
Your ooma Network is Connected (nnnnnnnnnnnnnn)
Internet: Connected
Ooma Core: Connected
Phone Line: Disconnected <<< this is mis-labeling, this is for the WALL port.
Ooma Services
Phone Setup: Your phone line is configured for the ooma network
Second Line: Enabled
Voice Mail: Enabled

This is my Status page:
Network
MODEM: Connected : [192.168.x.y]
HOME: Disconnected
Ooma Tunnel: Connected
Services
Telephony: 495 - Running
DNS: 541 - Running
Web Server: 487 - Running
VPN: 2215 - Running
Free: 203112
#48994 by kwasigm
Sun Feb 28, 2010 7:08 pm
Thanks for your response. I have done the power recycling as you described multiple times yesterday and today but that did not solve the problem. I have a cable gateway modem/router/USB/4 ethernet port switch so I can only hook the Ooma telo to this modem-router. My Home page and status page are below.

Home
Your ooma Network is Connected (xxxxxxxxxxx)
Internet: Connected
Ooma Core: Connected
Phone Line: Disconnected
Ooma Services
Phone Setup: Your phone line is configured for the ooma network
Second Line: Enabled
Voice Mail: Enabled

Device Status - Rev: 1.32829
Network
MODEM: Connected : [192.168.x.y]
HOME: Connected : [172.27.x.y]
Ooma Tunnel: Connected
Services
Telephony: 425 - Running
DNS: 538 - Running
Web Server: 419 - Running
VPN: 2784 - Running
Free: 211276
#49208 by kwasigm
Tue Mar 02, 2010 4:54 pm
kwasigm wrote:Thanks for your response. I have done the power recycling as you described multiple times yesterday and today but that did not solve the problem. I have a cable gateway modem/router/USB/4 ethernet port switch so I can only hook the Ooma telo to this modem-router. My Home page and status page are below.

Home
Your ooma Network is Connected (xxxxxxxxxxx)
Internet: Connected
Ooma Core: Connected
Phone Line: Disconnected
Ooma Services
Phone Setup: Your phone line is configured for the ooma network
Second Line: Enabled
Voice Mail: Enabled

Device Status - Rev: 1.32829
Network
MODEM: Connected : [192.168.x.y]
HOME: Connected : [172.27.x.y]
Ooma Tunnel: Connected
Services
Telephony: 425 - Running
DNS: 538 - Running
Web Server: 419 - Running
VPN: 2784 - Running
Free: 211276


OK, I was able to reset my telo and everything seems to be working now. Before resetting, I disconnected all cables from the telo unit. After the reset, the telo rebooted itself and I connected the cables back into their slots and everything started working again and I can make and receive calls now.
#49210 by kwasigm
Tue Mar 02, 2010 4:56 pm
This is how I did my reset;

hurl03 wrote:
murphy wrote:Here are the "official" new reset instructions'

How to factory reset a Telo
========================

Since Telo firmware version 32829, the light sequence on factory reset is slightly different:

1. Power off the Telo unit, wait around 15 seconds, then power it back on,

2. When the logo starts flashing RED, press and hold 'Stop' and 'Trash' keys at the same time,

3. The logo should then flash alternatively BLUE and RED,

4. Release the 'Stop' and 'Trash' keys when the logo turns solid BLUE (not RED as it used to be), then it takes around 30 more seconds before it goes to step 5 (the play button light goes amber, the logo light goes off, ...) - be patient - DO NOT unplug the power otherwise the factory reset is not effective !!

5. The unit is factory reset and restarts by itself -- this is shown by the fact that line 1 and line 2 buttons turn blue, then next row (trash and envelope buttons) turns blue, then runway lighting on bottom row .....
#49514 by murphy
Thu Mar 04, 2010 6:36 pm
kwasigm wrote:My phone worked only for one day and the problem returned. I tried everything I did in the past but nothing works. Please help.

Go to the network page in setup.ooma.com and click the radio button for use built in MAC address and then click update.
Turn modem and Telo off.
Turn modem on and wait for sync with your ISP.
Turn Telo on and wait for all blue lights.
#49519 by kwasigm
Thu Mar 04, 2010 7:09 pm
I did but Telo doesn't work. I just realized that my router may be blocking the Telo from making the calls but I have no idea how to set it up. Any Ideas? I see stuff like these on my Linksys router;

LAN-side UDP Flood 2 Thu Mar 04 17:48:08 2010 208.83.244.123:1194 192.168.0.11:1194
IP packet w/MC or BC SRC addr 1 Thu Mar 04 17:48:13 2010 192.168.0.12:49577 184.73.242.255:443
LAN-side UDP Flood 437 Thu Mar 04 17:48:33 2010 38.102.149.4:514 192.168.0.11:39061
IP packet w/MC or BC SRC addr 1 Thu Mar 04 17:48:34 2010 192.168.0.12:49584 184.73.242.255:443

Any ideas?

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