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.
#88192 by iankh
Mon Oct 10, 2011 7:01 pm
I'm on day 2 of Ooma.

I bought it yesterday and set it up and everything seemed fine, but that did not last.

Here is the internet access and equipment I have:

Comcast ISP
Motorola SB5001 cable modem
Apple Airport Extreme Base station

Yesterday, I set it up as follows:

Modem > Airport > Ooma Telo

It worked fine for the afternoon and evening. I woke up today to the Ooma flashing red. I unplugged the power cord for the Ooma and started it up again. Could not seem to get blue.

I then powered everything off and changed the configuration to:

Modem > Ooma > Airport

This seemed to do the trick. I was able to use the phone, call out and get calls and browse the internet.

At about 6:00 PM I was getting time outs when browsing. I checked and had no dial-tone. The Ooma was flashing red.

I have gone back and forth between the configuration with limited success. I will have dial-tone for a few while and then after about 5 minutes or so when I pick up the phone nothing.

Recycling the Ooma corrects it, but only for a few minutes.

I have plugged the Ooma back directly into the cable modem but that doesn't seem to fix it either. So, right now, neither configuration is working.

I do have internet access.

PLEASE any suggestions. I really do want Ooma to work and be successful at our house.
#88193 by thunderbird
Mon Oct 10, 2011 7:49 pm
iankh:
To help stabilize your Ooma Internet connection turn off MAC address Spoofing by doing the following:
If your Ooma device is connected Modem-Ooma-Router, access your Ooma Setup pages by typing http://172.27.35.1 in your computer browser window. The Ooma Setup pages open. Click on Internet, go down to INTERNET Port MAC Address: and change setting from Automatic to Use Built In. Click on Update device. Remove power from your Modem and the Ooma Device. Repower the Modem. When the Modem is done booting repower your Ooma device.

If your connection is Modem-Router-Ooma, temporarily connect a network cable from your Ooma device home port, to the wired LAN port of a computer. Temporarily turn off Wi-Fi in the computer, if turned on. Reboot the computer. Access your Ooma Setup pages by typing http://172.27.35.1 in your computer browser window. The Ooma Setup pages open. Click on Internet, go down to INTERNET Port MAC Address: and change setting from Automatic to Use Built In. Click on Update device. Remove power from your Modem, your Router and Ooma Device. Repower the Modem. When the Modem is done booting repower your Router. When the Router is done booting, repower your Ooma device.

Next:
Access the Ooma Setup Advanced page. Under Quality of Service set both the Upstream Internet speed and Down Stream Internet speed to 90% of the measured Upload and Down load speeds as measured by http://www.phonepower.com/speedtest. After running Phonepower Speedtest, click on the Advanced tab at lower left side. Take the Download Speed and the Upload speed, and multiply .9 times for each number. The resulting numbers are the numbers that you enter into Ooma Setup, Advanced page under Quality of Service Upstream Internet Speed (kbps): and Downstream Internet Speed (kbps): boxes. Click on Update. Then test making and receiving calls.


If you continue to have problems:
Run http://speedtest.phonepower.com/ to see how your modem and Internet connection is doing. Then click on the Advance tab on the lower left side, and post the following values here in this thread, by clicking on "Quote" in the upper right hand corner of this post. Then fill in the blanks.

Download Speed: ________________
Upload Speed: ________________
Download Consistency of Service ________
Upload Consistency of Service _________
Maximum TCP Delay _____________
Jitter you server __________
Jitter server you _________
Packet loss: you server_______
Packet loss: server you ______
Packet discards _________
Packets out of order _________
Estimated MOS score ________

If you do the Java fix in your computer, instructions located at viewtopic.php?f=9&t=12085. Then you can click on the Speedtest Phonepower Advanced tab, then "view test" at the bottom. Instead of filling in the blanks above, you can select CTRL+A to highlight, CTRL+C to copy; CTRL+V for paste into the Ooma Forum.
#88249 by iankh
Tue Oct 11, 2011 4:51 pm
Thunderbird - I'm afraid it didn't work for long.

I changed my configuration at about 5:50 PM, changing the MAC address to built-in, updating, powering everything off and back on again and then running the testing and setting the upload speed to 3729 (90% of 18522) and the download speed to 16669 (90% of 4144).

Powered everything off and back on again.

I reconnected as follows:

Modem > Airport Router > Ooma

It was fine for a while, had dial tone, made an outgoing call and tried and incoming call ... but I just checked again a few minutes ago. I had no dial-tone and checked the Ooma Telo and it is flashing red.

Thunderbird - I'm afraid it didn't work for long.

I changed my configuration at about 5:50 PM, changing the MAC address to built-in, updating, powering everything off and back on again and then running the testing and setting the upload speed to 3729 (90% of 18522) and the download speed to 16669 (90% of 4144).

Powered everything off and back on again.

I reconnected as follows:

Modem > Airport Router > Ooma

It was fine for a while, had dial tone, made an outgoing call and tried and incoming call ... but I just checked again a few minutes ago. I had no dial-tone and checked the Ooma Telo and it is flashing red.

I just did the speed test again and here are the results


thunderbird wrote:

Download Speed: 180183 kbps
Upload Speed: 4054 kbps
Download Consistency of Service: 57%
Upload Consistency of Service: 95%
Maximum TCP Delay: 69 ms
Jitter you server: 3.5 ms
Jitter server you: 0.6 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: 4.2


Any help you can offer is greatly appreciated. I just don't quite understand why it's not working for me.
#88252 by thunderbird
Tue Oct 11, 2011 5:27 pm
iankh:
Try an Ooma Telo Factory Reset:
Dial *#*#099 on the phone attached to Telo to issue a factory reset.
A recording will come on the line and ask if you really want to do a factory reset. Press 1 for yes, and press 2 or hang up for no. After pressing 1, you will hear a busy signal. After hanging up, the number 1 light stays lit yellow on the face of the Ooma Telo. After a short period of time, only the number 1 & 2 lights remain lit blue. Then after more time, the Ooma Telo goes into the boot sequence, and comes back on line. If you are using an Ooma Wi-Fi dongle, you have to access Ooma Setup and rescan for the Wi-Fi network before a Wi-Fi connection can be made. The same is true for DSL, if you have to enter Connection type PPoE and a Name and Password for the Internet provider connection. You will have to reset MAC address to Use Built In, reset your Quality of Service Upstream/Downstream Internet Speed settings, and Bluetooth settings if you are using Ooma’s USB Bluetooth dongle.

Sometimes the *#*#099 command has to be issued three or four times, before the factory reset sequence starts and is completed.

If this doesn't work check out your Ooma Telo power adapter connections. The Ooma Telo power adapters have been known to cause problems. If the Ooma Telo power adapter is plugged into a standby power system, try plugging the Ooma Telo into a regular power outlet and test.

If that doesn't work, contact Ooma Customer support. If they find that your Ooma Telo is defective, and it is within the one year warranty period, they will send you a replacement Ooma Telo shipping prepaid, along with a return prepaid shipping label for the defective Ooma Telo.

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

PS:
If you could find time, maybe you could go to viewtopic.php?f=2&t=12094&start=10 and help with some instructions for crwmlw to setup a Modem-Airport Extreme Router-Switch-Ooma Telo configuration, making sure that his Wi-Fi remains on operation and he has Ethernet LAN connections out of the Airport Extreme. He has some security cameras that won't work if he uses the Modem-Ooma-Router configuration.
Thanks!
#88259 by iankh
Tue Oct 11, 2011 7:11 pm
Thank you.

I just did the factory reset as you suggested and reconfigured again.

A question - right before I did the reconfig I did the speed test again. My Download dropped dramatically less than half of what it was at about 6:00 PM to 6899. I wasn't sure what number to use so I went with 90% of the lower number and plugged in 6245 in the download speed. The upload speed at 90% was 3719, again lower than it was earlier.

I hope configuring with these lower numbers was the right thing to do.

I should know the outcome in the morning, since the Ooma Telo has not been able to make it through a night before.

Also, Comcast is coming Saturday to increase my speed. They called out of the blue last week, prior to my buying the Ooma Telo to offer to increase it. Not sure what that is about.

My second question is, should I take numbers again and change the config in the future.

Thanks again.

Oh, I did post a reply regarding how to revert an Airport Extreme Base Station back to NAT.
#88264 by thunderbird
Tue Oct 11, 2011 8:02 pm
iankh wrote:Thank you.

I just did the factory reset as you suggested and reconfigured again.

A question - right before I did the reconfig I did the speed test again. My Download dropped dramatically less than half of what it was at about 6:00 PM to 6899. I wasn't sure what number to use so I went with 90% of the lower number and plugged in 6245 in the download speed. The upload speed at 90% was 3719, again lower than it was earlier.

I hope configuring with these lower numbers was the right thing to do.

I should know the outcome in the morning, since the Ooma Telo has not been able to make it through a night before.

Also, Comcast is coming Saturday to increase my speed. They called out of the blue last week, prior to my buying the Ooma Telo to offer to increase it. Not sure what that is about.

My second question is, should I take numbers again and change the config in the future.

Thanks again.

I would just see what happens before making any more Quality of Service speed setting changes. The usual settings are some where between 80% & 90%. After you know that your Ooma will stay online, then you can concentrate of finding that exact "sweet spot" for you Quality of Service Speed Setting.

Some thing else, usually if there is an Internet signal interruption, after the interruption is over, the Ooma will normally restart and come back on line by itself.

iankh wrote:Oh, I did post a reply regarding how to revert an Airport Extreme Base Station back to NAT.

Thank you very much!
#88430 by iankh
Fri Oct 14, 2011 9:31 am
I thought I'd follow-up with feedback as to what happened.

I contacted Ooma support and was transferred to a tier 2 support specialist, Derek who was great. After doing some tests he determined it was a hardware issue.

Since I bought the unit at Costco just a few days earlier I opted to take it back, get a refund and buy a replacement. I did that yesterday evening. I really didn't care about the phone number, since I couldn't even remember it and I viewed it as temporary and would be replaced when we port our POTS number, should we decide that Ooma was a keeper.

I registered and set-up the new unit without any problem.

I'm happy to report that it remained blue and had dial-tone all night. When I woke up this morning it was still working - blue and had dial-tone.

This is much better than I had with the previous unit.

The next hurdle is whether it's still blue and has dial-tone when I get home from work.

I'm hoping that this will being my true test period. I really, really want Ooma to work. The call quality and features are excellent. I'm ready to commit and use the premier service, provided I can see consistent reliability.

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