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.
#81384 by mezzy316
Sat May 14, 2011 7:10 am
I have had Ooma since September 2009 with no problems. Now all of sudden, over the past couple of weeks, the person on the other end of the phone says that our voice is all garbled. On our end, the other person sounds crystal clear.

My setup is Cable Modem => Router => Ooma Hub. I have Charter Cable with a 25/2 connection.

I ran the voip test at "" and from what I can tell, it looks like a problem with upstream packet loss. (I tried to post the results, but the pop-up window won't let me copy and paste the results, not even the "view text" link.)

Upstream Loss: 6.2% (=31/500)
Upstream Order: 100.0% (=249500/249500)
Upstream Jitter: ave=0.46ms, max=9.196162046908313ms
Downstream Loss: 0.0% (=0/500)
Downstream Order: 100.0% (=249500/249500)
Downstream Jitter: ave=0.37ms, max=19.495999999999995ms

I have not changed anything in my setup at all. Looking for some suggestions as to what I should do.
#81387 by tomcat
Sat May 14, 2011 7:18 am
I would agree that your upstream packet loss is more than likely your issue.

If you haven't already, try powering down you modem, router and ooma, then power them back up starting with your modem. After your modem connects then power up your router. Let it get connected then power up your ooma. Let's give that a try.
#81389 by mezzy316
Sat May 14, 2011 8:00 am
I had done that once, but I did it again. Here is what I got this time:

Upstream Loss: 5.8% (=29/500)
Upstream Order: 100.0% (=249500/249500)
Upstream Jitter: ave=0.11ms, max=6.813163481953296ms
Downstream Loss: 0.0% (=0/500)
Downstream Order: 100.0% (=249500/249500)
Downstream Jitter: ave=0.34ms, max=19.617999999999995ms

Also, here are some of the other things that show up as "red".
Quality of Service: 49%
Consistency of Service: 19%

#81392 by thunderbird
Sat May 14, 2011 8:21 am
For troubleshooting to determine if your problem may be with your modem or Internet connection do the following:
Temporarily disconnect your router network cable from your cable modem. Instead connect your computer's wired LAN port to the cable modem with a network cable. Temporarily turn off Wi-Fi in your computer. Reboot your computer. Than run and post results here.

Also if your readings are still bad, you could check and see if your modem had a reset. You may have to look up your modem make and model number on line if you don't have the modem manual. The Manual will tell you how to do a reset for the modem, it it's available.

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