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.
#89833 by thunderbird
Mon Nov 21, 2011 6:46 pm
Macoland wrote:From what you are saying, it seems that jitter is based on a relationship between the Ooma and the modem. Is this something that should be constant?

I have run the speed test about 5 times, and jitter has ranged from 6 ms as the low, and 20 ms as the high. There are 0 lost packets, but the jitter issue is concerning to me.

The high jitter readings usually comes from the Modem or Internet provider.
If you are getting around a 6ms jitter Internet connection, nothing is perfect, and so I would try it and just see what happens.

The reason that I mentioned rebooting both the Modem and Ooma device is that sometimes certain Internet provider connections, like when using a DSL PPoE Internet connection, the name and login is/can be contained in the Ooma device's Ooma Setup pages, instead of the Modem.
If you run http://www.speedtest.net/ you will see an IP address and the name of your Internet provider located about 3/4 down the page on the left side. This is the WAN IP address assigned to your Modem or your Ooma device, depending on your Internet connection. After a restart of the Modem, this IP address should change if your Internet provider uses DHCP connections, which most Internet provider do. Test by running http://www.speedtest.net/ again. If it doesn't change, restart your Ooma device. If it still doesn't change, then your Internet provider probably has issued you a Static IP address, which in most cases for a home is rare. In that case if you want your WAN IP address to change, it must be done by you Internet provider on their end.
#89839 by joe123
Mon Nov 21, 2011 7:20 pm
Macoland wrote:I have run the speed test about 5 times, and jitter has ranged from 6 ms as the low, and 20 ms as the high. There are 0 lost packets, but the jitter issue is concerning to me.


Try running the Ooma bandwidth test as well.

In your Ooma Telo, go to Tools->Bandwidth Measuring tool. Select UDP and run it for 60 seconds or more.

Sounds like your problem is just Jitter. You may have to call your service provider and show them these results - your jitter is really REALLY bad.
#89844 by thunderbird
Mon Nov 21, 2011 11:36 pm
Macoland wrote:I have run the speed test about 5 times, and jitter has ranged from 6 ms as the low, and 20 ms as the high. There are 0 lost packets, but the jitter issue is concerning to me.

If the Jitter reading is 20ms delay, it's bad and will cause problems. If the Jitter reading is 6ms delay, it's just marginal and may not/probably won't cause problems. Probably if you do the Modem reboot and run the Phonepower Speedtest http://www.phonepower.com/speedtest a few more times, the Jitter reading can be found to be less than 5ms during some of those tests, and that's all you need. Always check to make sure you are getting a new Internet provider IP address by running http://www.speedtest.net/ .
#89845 by joe123
Tue Nov 22, 2011 12:21 am
thunderbird wrote:Always check to make sure you are getting a new Internet provider IP address by running http://www.speedtest.net/ .


Thunderbird, I have a question for you.

You always reference speedstest or other sites for getting bandwith and Jitter results. I have never seen you telling folks to use Ooma internal bandwidth test which includes Jitter results a well.

I know not veryone knows how to access their Telo, but the those who do have web access to their Telo, why not use Ooma internal bandwidth tester?
#89852 by ballardjm
Tue Nov 22, 2011 7:47 am
I have had OOMA since this past Spring. All was fine until early October 2011. I have called OOMA, made all suggested changes to router, OOMA and network. Done multiple speed and packet tests. I was told it was a firmware issue that they were fixing. Last week all seemed good again. This lasted for 4 days. Now "Mr. Roboto" is back. Blurs voices coming in. Also not happy that support is only available 8am Pacific time. Contemplating dumping. Also bought for my home and my mother (who I am waiting to implement until this is corrected). FYI, I am in the Network Software industry and understand the network side of this.
#89854 by thunderbird
Tue Nov 22, 2011 8:26 am
joe123:
If you run http://www.phonepower.com/speedtest, you will find that this set of tests is much more comprehensive than the Ooma Setup tests. It is much easier to troubleshoot using the values given using the Phonepower Speedtest results.

An example is the jitter tests:
Jitter: you --> server: 1.3 ms.....If this reading is higher than 5 ms, in most cases it means that the user's home modem is having some kind of problem.
Jitter: server --> you: 3.6 ms.....If this reading is higher than 5 ms, in most cases the Internet provider is having a problem, or the Internet wiring coming in from the street to the modem is defective.
#89855 by thunderbird
Tue Nov 22, 2011 8:35 am
ballardjm wrote:I have had OOMA since this past Spring. All was fine until early October 2011. I have called OOMA, made all suggested changes to router, OOMA and network. Done multiple speed and packet tests. I was told it was a firmware issue that they were fixing. Last week all seemed good again. This lasted for 4 days. Now "Mr. Roboto" is back. Blurs voices coming in. Also not happy that support is only available 8am Pacific time. Contemplating dumping. Also bought for my home and my mother (who I am waiting to implement until this is corrected). FYI, I am in the Network Software industry and understand the network side of this.

Following is some procedures that could help.
First:
Do 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.

Second:
To help stabilize your Ooma Internet connection turn off MAC address Spoofing (MAC Address Spoofing can cause garbled Ooma Voice) 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.

Third:
For a Modem-Ooma-Router home LAN setup ONLY.
Access the Ooma Setup Advanced page. Under Quality of Service set both the Upstream Internet speed and Down Stream Internet speed to 80% 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 .8 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.

Note: if when you are surfing the Internet with your computer and the web browser seems to stop and then start again, this same start and stop will cause the Robotic Voice problem.
#89859 by godrifle
Tue Nov 22, 2011 9:49 am
thunderbird wrote:Third:
For a Modem-Ooma-Router home LAN setup ONLY.
Access the Ooma Setup Advanced page. Under Quality of Service set both the Upstream Internet speed and Down Stream Internet speed to 80% 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 .8 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.


Just curious why your advice differs from the official Ooma installation instructions regarding QoS speeds? Thanks in advance for your help on these forums.
#89871 by thunderbird
Tue Nov 22, 2011 11:39 am
godrifle wrote:Just curious why your advice differs from the official Ooma installation instructions regarding QoS speeds? Thanks in advance for your help on these forums.

I post what seems to be working for most people at the time.
#89904 by joe123
Tue Nov 22, 2011 7:41 pm
thunderbird wrote:joe123:
If you run http://www.phonepower.com/speedtest, you will find that this set of tests is much more comprehensive than the Ooma Setup tests. It is much easier to troubleshoot using the values given using the Phonepower Speedtest results.

An example is the jitter tests:
Jitter: you --> server: 1.3 ms.....If this reading is higher than 5 ms, in most cases it means that the user's home modem is having some kind of problem.
Jitter: server --> you: 3.6 ms.....If this reading is higher than 5 ms, in most cases the Internet provider is having a problem, or the Internet wiring coming in from the street to the modem is defective.


Thanks for the info on the jitter server vs home explanation. However, do you really want to say that the web Jitter is better than the Ooma Jitter results?

A am asking because in my setup: Modem->Router->Ooma My QoS setup is 100% towards my Ooma Telo. So when I run the test from my PC using http://www.phonepower.com/speedtest it gives me much lower Jitter numbers - mosnly due to the QoS setup.

Also, for those with the Modem->Router->Ooma setup, if they have a bad ethernet cable or bad connection, the Ooma Jitter will show this while the other test you suggest would not. If I am wrong, please explain.

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