This forum includes tips for maintaining the best audio quality possible with the Ooma System. If your Ooma system is having issues with dropped calls, static audio or echo, look here for assistance.
#75164 by Schopenhauerian
Mon Feb 14, 2011 10:14 pm
Greetings All,

Earlier this month, I attempted to install the Ooma Telo at a business location here in the Northeast/New England. The VoIP tests all came back OK for my AT&T DSL connection (green light on all dimensions:, D=4.56 mbps/U=629kbps, MOS Score 4.2, max TCP Delay 18 ms, Round Trip Time 87 ms, MOS=4.39), but I immediately noticed a very long and annoying delay. When when measured precisely, the delay turned out to be consistently in the range of 1000 ms, i.e., 1 full second (measured using the test telephone #: 909-390-0003). I tried connecting the Telo directly to the DSL modem, tried changing the QoS settings, as well as a few other steps outlined by forum users/moderators, all to no avail: still a 1 second delay. Since this was a business location, and my clients were already complaining, I felt it was too risky to use the Telo at this location. After 12 hours of calling clients back on my cell phone (after they hung up the Telo line in irritation/frustration), I went back to my POTS (Plain Old Telephone Service) line.

However, since Ooma had in all other respects made a very good impression on me (nice web site, customer support personnel, device packaging, device design, registration process, Voicemail system/access, Google Voice integration, call forwarding), I assumed that the problem was with my business location/DSL connection. So before returning the Telo (still easily within my 30-day return window), I decided to try it out at my home address. I called Customer Service to let them know that I would be doing so. After all, at the home location, I had used a different VoIP provider (perhaps I'll avoid mentioning any names here) for 12 months without issue - the service had worked immediately, without any delays, and without any troubleshooting steps becoming necessary - and I thought it would certainly be the same with the Telo.

At the home location, I had just switched from my prior VoIP provider to Comcast Digital Voice, but I wanted to try the Telo to take advantage of Ooma's much lower long-distance rates. The Comcast service had a 230-290 ms delay, when measured precisely, which worked just fine. And the internet connection itself (D=6-18Mbps/U=4-8Mbps, 17 ms ping to, MOS Score 4.2, green lights in all VoIP test dimensions) tested well for VoIP. But once again, when I hooked up the Telo, I was receiving a delay of about 1000ms. And once again, I tried connecting the Telo directly to the modem, changed the QoS settings around a few times and followed a few more steps outlined here in the forum, to no avail: still a 1000ms delay.

That was several days ago. I haven't had time to do any additional troubleshooting since then. I do have a week or so more to go before my 30-day return window closes, though, so I will be happy to give Customer/Tech Support a call to work on a solution. And I will certainly report back here, if I have any success. But for right now, I would have to say: (1) Since my previous VoIP service worked immediately with no issues and no troubleshooting (using the very same internet connection); and since (2) my current Comcast digital voice service works with less than 300 ms of delay (again using the very same Comcast connection); and (3) given that I received the same 1000 ms delay with Ooma at 2 different locations, each with an MOS=4.2 internet connection (one DSL, one cable modem connection); and (5) given all of the other folks suffering from this same problem...

Jan 2010:
Jun 2010:
Jul 2010:
Aug 2010:
Sep 2010:
Oct 2010 through Feb 2011 (210 posts):
Feb 2011:

...given all of the above, I would have to say that there are still at least some "issues" to be worked out on Ooma's end before it matches my previous VoIP provider's service: the other service was up and running immediately after plugging in. In my particular case, it could be a problem that only applies to me, or to a small population like me: my geographical location, or a faulty device, or internet connections (two of them) that are somehow inadequate (though the tests in each case show otherwise), or...

Nonetheless, for the problem to have recurred in the ways outlined above, I would think there is at least some part of the equation (perhaps more explicit installation instructions are needed, if setup is the issue, or a more detailed troubleshooting manual, if in fact there are one or more standardized tests/solutions already out there for this type of voice delay issue) that Ooma is missing; even if it does turn out that for most people Ooma works just fine and without unusual voice delays, as seems to be reported by many members here, as well as most of the folks at the following location:

Will be calling Tech Support soon, and will report back here if the problem is resolved. Also would be happy to hear any suggestions you all might have. Thanks!
#75172 by oom101
Tue Feb 15, 2011 1:08 am
Best to send problems to instead of calling. If the call in reps can't help, that's what they've had me do on any problem. You need to give dates times, and phone numbers. Response might take 2 days, though.
Once they assign a ticket, you can call in asking to talk to them about their response.

Also, if you bought a new unit and charged (verify for yourself) it on American express gold, blue, or clear cards, they will refund up to $300 per item if you set up a claim within 90 days (return protection). The item must be like new, and it can't be broken. Just say that you don't like it. They are fine with that.
#75178 by thunderbird
Tue Feb 15, 2011 5:09 am
I wonder if your problem is half-duplex speeds instead of full-duplex speeds.

Delay, Echo, and one-way (both parties can’t speak and be heard on the phone at the same time) conversations, are most often caused by half-duplex speeds.

Use the record method for measuring your delay.

Somethings to try:
a. Access your Ooma Telo “home port” by plugging in a patch (network) cable from the Ooma Telo home port to a computer’s network card port. Sometimes you have to restart your computer after installing the patch cable, so that a proper connection occurs.
b. Type in you browser address window and hit enter. The “Ooma Setup” window opens.
c. In the left hand Navigation window, select “Network”.
d. Under “Modem Port MAC Address”, select Use Built in:
e. Select the “Update button”.
f. Do a “cold boot” of the modem.
g. Do a “cold boot” of the Ooma device or Router, which ever device is next in line.
h. After the Ooma device or router cold boot, do a “cold boot” of the Ooma device or router, which ever device is next in line.

Next, if you Ooma device is placed behind your router, would be to reserve an static IP address for your Ooma device.

Place the Ooma device into your router's DMZ.

If those don't work, exchange your Ooma device at the store where you purchased it.
#75221 by EA PA
Tue Feb 15, 2011 1:36 pm
Ive seen in the OOMA stuff that they use examples of why Premier is good - you run small home buisness and your kids all over phone so you need second line etc ... w/business

BUT - T&Cs (the fine print below) state any unusual - out of the norm use potentially triggers extra charges - example given 5000 min / mo. However, if they start charging higher rates I cant imagine how much higher - might as well go back to old unlimited copper plan then ...

Unlimited voice calling is intended for continuous, live conversation between two individuals. Lack of continuous conversation, unusual calling patterns, excessive caller and calling destinations and/or excessive usage (e.g. 5,000 minutes per base unit per month or more) will be considered as indicators that your use of the Equipment may be inconsistent with normal residential usage.

item 9 -

Somewhat conflicting stuff - but the intent is clear enough
#75225 by EA PA
Tue Feb 15, 2011 2:13 pm
Good to know - also says per base unit - is "base" considered OOMA or handset?

this is what it states:

Lack of continuous conversation, unusual calling patterns, excessive caller and calling destinations and/or excessive usage (e.g. 5,000 minutes per base unit per month or more) will be considered as indicators that your use of the Equipment may be inconsistent with normal residential usage.

I dont think even my bride could blab that much - however, if base means handset may need a second handset for holiday months - just in case

- I think im good - nobody can gak that long

Question: I see dashboard has usage indication - is this total minutes?? rolling monthly average? resettable?
#75228 by lbmofo
Tue Feb 15, 2011 2:39 pm
Base is your main ooma device. 5000 min is almost 3 hours a day (outgoing) without fail. If you miss a day, next day, you'd have to call people for 6 hours. That's just not possible to do even with multiple daughters :). Wouldn't worry unless you are running a call center.
#75278 by EA PA
Wed Feb 16, 2011 8:12 am
Understand - bet NEVER underestimate....

i posted question on my last - Do you know how the MY OOMA software that tallies usage in the dashboard? Rolling 30 day average? Total? resettable?


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