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.
#77451 by tom855
Wed Mar 16, 2011 6:24 pm
Hi there! I'm hoping somebody can assist with this one. I've been using the Hub for about a year, and have been having the same problem with call delay since I've been a customer. It is difficult to have a conversation where you don't walk over the other person talking. I've seen it described as the "oops, sorry about that. Go ahead" syndrome. I'll be happy to post the test results from whatever site you'd recommend, and would really appreciate some help in finally getting this resolved.

Thanks in advance for your help!

Tom
#77460 by Davesworld
Thu Mar 17, 2011 1:49 am
The sites will only tell you that your connection is good or bad for VOIP, it will not tell you anything about the VOIP provider's call routing where cheap routing and call termination can have very detrimental effects on quality. Excessive lag makes echo much more likely to happen and things like dropped calls, choppy or one way audio can all be caused by cheap routing just as easily as a poor internet connection.

Start with this: http://myspeed.visualware.com/indexvoip.php
#77461 by tom855
Thu Mar 17, 2011 2:09 am
Yeah, I realize it might not be a simple fix. From that website I got the following results:

VoIP test statistics
--------------------
Jitter: you --> server: 1.1 ms
Jitter: server --> you: 0.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 100.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.6


Ping results:

Microsoft(R) Windows DOS
(C)Copyright Microsoft Corp 1990-2001.

C:\DOCUME~1\NEW>pingtest ooma.com
'PINGTEST' is not recognized as an internal or external command,
operable program or batch file.

C:\DOCUME~1\NEW>ping ooma.com

Pinging ooma.com [208.83.244.185] with 32 bytes of data:

Reply from 208.83.244.185: bytes=32 time=96ms TTL=238
Reply from 208.83.244.185: bytes=32 time=96ms TTL=238
Reply from 208.83.244.185: bytes=32 time=95ms TTL=238
Reply from 208.83.244.185: bytes=32 time=96ms TTL=238

Ping statistics for 208.83.244.185:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 95ms, Maximum = 96ms, Average = 95ms

C:\DOCUME~1\NEW>

tracecert results:

Microsoft(R) Windows DOS
(C)Copyright Microsoft Corp 1990-2001.

C:\DOCUME~1\NEW>^V^C

C:\DOCUME~1\NEW>tracecert ooma.net
'TRACECERT' is not recognized as an internal or external command,
operable program or batch file.

C:\DOCUME~1\NEW>traceroute ooma.net
'TRACEROUTE' is not recognized as an internal or external command,
operable program or batch file.

C:\DOCUME~1\NEW>tracert ooma.com

Tracing route to ooma.com [208.83.244.185]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms 1 ms 172.27.35.1
3 22 ms 29 ms 29 ms 98.218.76.1
4 12 ms 11 ms 11 ms te-9-2-ur01.removedbyposter.bad.comcast.net [removed by poster]
5 11 ms 11 ms 11 ms be-75-ar03.whitemarsh.md.bad.comcast.net [68.85.
67.81]
6 11 ms 11 ms 11 ms be-199-ar03.whitemarsh.md.bad.comcast.net [69.13
9.174.14]
7 19 ms 18 ms 16 ms pos-3-5-0-0-cr01.newyork.ny.ibone.comcast.net [6
8.86.90.21]
8 17 ms 16 ms 16 ms TenGigabitEthernet9-2.ar4.NYC1.gblx.net [64.213.
77.217]
9 96 ms 95 ms 96 ms INTERNAP.te1-3.ar1.snv2.gblx.net [64.210.28.142]

10 97 ms 97 ms 95 ms border1.pc1-bbnet1.sje005.pnap.net [66.151.144.1
3]
11 97 ms 95 ms 96 ms ooma-3.border1.sje005.pnap.net [74.217.77.122]
12 97 ms 96 ms 95 ms www-eqix-sv4.ooma.com [208.83.244.185]

Trace complete.

Thank you in advance four your help!

Tom
#77464 by thunderbird
Thu Mar 17, 2011 5:59 am
tom855 wrote:Packet loss: server --> you: 100.0 %
Estimated MOS score: 3.6


Packet Loss is 100% - Should be Zero percent!
MOS score is a little low, but probably caused by packet loss.

Run speedtest which will give a little different view point for what's happening. Run speedtest a few times, then click on left lower tab, copy and post results here.

http://speedtest.phonepower.com/
#77466 by tom855
Thu Mar 17, 2011 6:15 am
Three sets of results are posted below. They were taken with about 5 minutes of each other, so there is no guarantee it's indicative of what happens over different parts of the day.

Thanks again for the assistance!

Tom


VoIP test statistics
--------------------
Jitter: you --> server: 0.8 ms
Jitter: server --> you: 3.5 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 2355696 bps
Upload speed: 6282440 bps
Download quality of service: 87 %
Upload quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 103 ms
Average download pause: 11 ms
Minimum round trip time to server: 94 ms
Average round trip time to server: 94 ms
Estimated download bandwidth: 27200000bps
Route concurrency: 11.546481
Download TCP forced idle: 79 %
Maximum route speed: 5577440bps


--------------------------------------------------------------------


VoIP test statistics
--------------------
Jitter: you --> server: 1.0 ms
Jitter: server --> you: 2.0 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.1

Speed test statistics
---------------------
Download speed: 5200008 bps
Upload speed: 6310088 bps
Download quality of service: 63 %
Upload quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 135 ms
Average download pause: 4 ms
Minimum round trip time to server: 93 ms
Average round trip time to server: 98 ms
Estimated download bandwidth: 28000000bps
Route concurrency: 5.3846073
Download TCP forced idle: 81 %
Maximum route speed: 5637416bps


--------------------------------------------------------------------


VoIP test statistics
--------------------
Jitter: you --> server: 1.2 ms
Jitter: server --> you: 2.3 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.1

Speed test statistics
---------------------
Download speed: 2264400 bps
Upload speed: 6303096 bps
Download quality of service: 91 %
Upload quality of service: 97 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 103 ms
Average download pause: 13 ms
Minimum round trip time to server: 94 ms
Average round trip time to server: 95 ms
Estimated download bandwidth: 29600000bps
Route concurrency: 13.071896
Download TCP forced idle: 82 %
Maximum route speed: 5577440bps
#77467 by thunderbird
Thu Mar 17, 2011 6:57 am
tom855 wrote:Hi there! I'm hoping somebody can assist with this one. I've been using the Hub for about a year, and have been having the same problem with call delay since I've been a customer. It is difficult to have a conversation where you don't walk over the other person talking. I've seen it described as the "oops, sorry about that. Go ahead" syndrome. I'll be happy to post the test results from whatever site you'd recommend, and would really appreciate some help in finally getting this resolved.

Thanks in advance for your help!

Tom


Your second test results were very good, improving each time you tested.

Taking second look, your uplaod speeds are higher than your downlaod speeds. Usually it's the other way around. That's a little strange. You could call your Internet provider and see what they have to say about that.

Quote: "It is difficult to have a conversation where you don't walk over the other person talking".

This sounds like Half-Duplexing. I get half-duplexing once in a while when I use a very old networked printer that I like. The way I fix my problem is to reboot the Modem, when the modem is done booting, I reboot my router (you would boot what ever device is next in line), when that is done, reboot the next device in line. Sometimes I have to repeat the process more than once.

Note: sometimes half-duplex is caused by a computer's wired LAN card set to half-duplex. It needs to be set to full-Duplex or Automatic.

Sometimes just changing the phone will help. Test with a corded phone plugged into the Ooma devices Phone port, with the house phone wiring disconnected and no other phones connected. Test with Wi-Fi off, and other cordless phones also unplugged from power. I have an old GE cordless 5.8 GHz cordless phone set, that when the base is plugged in to power, with the phone line disconected from the base, will still cause delay and echo.

If that doesn't help, than you have to contact Ooma Customer Service and report your problem:

Customer Support
Email: support@oomacare.com
Phone: 1-888-711-OOMA (6662)
Monday-Friday 7am-7pm PST
Saturday-Sunday 8am-5pm PST

Who is online

Users browsing this forum: No registered users and 12 guests