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.
#102924 by I_Ooma_2
Tue Nov 06, 2012 4:22 pm
This has been happening to us more and more frequently. We've had Ooma for quite a while with no issues but I'd really like to fix this. Not only do we get a fast busy sometimes when attempting to dial out (as soon as we take the phone off hook) but even worse, we are missing calls because the phone never rings. We don't know we had a call until we see a voicemail. If they don't leave a voicemail, then we never know they called at all. Not good!

It is hooked up the way I always had it hooked up with no problems: Cable Internet > Router > Telo > Panasonic Dect 6.0 phone system with 4 phones. We also have a Telo handset but it was in the basement. I moved it upstairs so we can see if that one happens to ring or mess up when the others don't work right. The router has QoS settings giving #1 priority to the Telo. The Panasonic base is plugged directly into the Telo (no extra wiring or jacks involved).

I don't think the issue is with the phone system, so I suspect it is the Telo. But is it the hardware going bad or is it an Ooma network issue that will hopefully be fixed sometime soon?

It's hard to troubleshoot the problem because often it fixes itself. Usually we can get a dial tone by just hanging up and trying again, but it is the missed calls that really bother me. :( When we realize we missed a call, we try calling it ourselves and of course it works. :?
#102929 by I_Ooma_2
Tue Nov 06, 2012 5:34 pm
Everything seems good:

Image

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

Upstream jitter 0.6 ms
Downstream jitter 3.5 ms
Upstream packet loss 0.0 %
Downstream packet loss 4.1 %
Upstream packet order 100.0 %
Downstream packet order 91.9 %
Packet discards 0.0 %
MOS 1.0
REGISTER ms 678 ms
INVITE ms 657 ms
BYE ms 3 ms
Test VoIP and Speed Test

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

Cable Modem Upstream
US-1 US-2 US-3 US-4
Channel Type 1.0 N/A 2.0 2.0
Channel ID 6 N/A 4 5
Frequency
(Hz) 24200000 N/A 36400000 29500000
Ranging Status Success N/A Success Success
Modulation 16QAM N/A 64QAM 64QAM
Symbol Rate
(KSym/sec) 2560 N/A 5120 5120
Mini-Slot Size 4 N/A 4 4
Power Level
(dBmV) 41.50 N/A 42.75 42.00
T1 Timeouts 0 0 0 0
T2 Timeouts 0 0 0 0
T3 Timeouts 1080 0 115 97
T4 Timeouts 6 0 0 0


Cable Modem Downstream
DS-1 DS-2 DS-3 DS-4
Frequency 705000000 711000000 717000000 723000000
Lock Status
(QAM Lock/FEC Sync/MPEG Lock) Y/Y/Y Y/Y/Y Y/Y/Y Y/Y/Y
Channel Id 5 6 7 8
Modulation 256QAM 256QAM 256QAM 256QAM
Symbol Rate
(Msym/sec) 5.360537 5.360537 5.360537 5.360537
Interleave Depth I=32
J=4 I=32
J=4 I=32
J=4 I=32
J=4
Power Level
(dBmV) 1.54 1.32 0.35 0.88
RxMER
(dB) 35.42 35.60 35.97 36.39
Correctable
Codewords 27 17 26 16
Uncorrectable
Codewords 1684 1498 1410 1410

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

Telo Version: 60080

Ports Status
Properties HOME NETWORK port TO INTERNET port
Link Encap Ethernet Ethernet
Hardware Address [removed] [removed]
IP Address 172.27.35.1 192.168.1.119
BroadCast Address 172.27.35.255 192.168.1.255
Netmask Address 255.255.255.0 255.255.255.0
Flags UP BROADCAST MULTICAST UP BROADCAST RUNNING MULTICAST
MTU 1500 1500
Metric 1 1
RX Packets packets:0 errors:0 dropped:0 overruns:0 frame:0 packets:23531104 errors:0 dropped:0 overruns:0 frame:0
TX Packets packets:0 errors:0 dropped:0 overruns:0 carrier:0 packets:3158462 errors:0 dropped:0 overruns:0 carrier:0
Collision 0 0
Tx Queue length 1000 1000
RX Bytes 0 (0.0 B) 2181356349 (2.0 GiB)
TX Bytes 0 (0.0 B) 418428129 (399.0 MiB)
Interrupt 55 53


INTERNET Port MAC Address: Built-In
Static Address is being used


Bandwidth Measurement Tool Bandwidth = 6269 Kbits/sec

DNS Lookup For OOMA Services:
OOMA Service Telo's DNS Google DNS OOMA DNS#1 OOMA DNS#2
myxprov.ooma.com 208.83.244.145 208.83.244.145 208.83.244.145 208.83.244.145
stun.ooma.com 208.83.244.100 208.83.244.100 208.83.244.100 208.83.244.100
ntp.ooma.com 208.83.244.20 208.83.244.21 208.83.244.20 208.83.244.21
vpn.ooma.com 208.83.244.121 208.83.244.120 208.83.244.121 208.83.244.122
#102930 by lbmofo
Tue Nov 06, 2012 5:44 pm
That 4% downstream packet loss looks concerning. Not sure how RxMER compares to SNR but cable modem paramters look okay. I would periodically check the phonepower.com/speedtest to see if you have some bad numbers; I suspect you have some really bad numbers sometimes. Since you are connected to the router, reboot your router periodically to see if you have your situation corrected; maybe even time for a new router.
#102933 by I_Ooma_2
Tue Nov 06, 2012 6:11 pm
I believe RxMER pretty much is SNR. I'll keep an eye on the speed & quality tests. However, I don't think that those would cause fast busy tones or calls not ringing... I would think it would cause in-call quality issues. I have lots of internet-enabled devices and never see any speed problems. I suppose time will tell. It seems I'm not the only one with this issue though. I also found another thread with others having similar issues recently. http://www.ooma.com/forums/viewtopic.php?f=9&t=14430&p=100684&hilit=phone+n

I emailed support as well, just in case it is something that they can fix as suggested in the other thread.
#102935 by lbmofo
Tue Nov 06, 2012 6:24 pm
Sounds to me like your VPN tunnel is not staying up constantly (connection between Ooma device and Ooma central is being disconnected periodically) and/or Ooma device flat out loses internet periodically.

Example, my router is not stable in that when I have 3 VPN tunnels going at the same time, it goes partially belly up after a while. It runs okay for a few days but it drops VPN/internet for certain devices where I need to reboot my router every few days.
#102936 by thunderbird
Tue Nov 06, 2012 6:27 pm
I_Ooma_2:
You should have no packet loss. Most often packet loss is caused by a malfunctioning Modem or a usable Internet provider signal.

Check your Modem owner's manual and see if there a reset procedure. Note: Some modems contain a battery that must be temporarily removed to have a successful Modem Reset or Reboot.
If the Modem owner's manual has a rest procedure, do the reset procedures or do a modem reboot. Then run Phonepower Speed test and post the results.

In noticed that one person said that he was having problems with outbound calls. He said that he noticed that the phone he was using was dialing very fast. He unpowered and then repowered the phone, the phone dialed normally, and he was able to get through with the outbound calls.

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 of the Phonepower page, and post the following values here in this thread, by clicking on "Quote" in the upper right hand corner of this Ooma Forum 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 ________
#102941 by I_Ooma_2
Tue Nov 06, 2012 6:55 pm
lbmofo wrote:Sounds to me like your VPN tunnel is not staying up constantly (connection between Ooma device and Ooma central is being disconnected periodically) and/or Ooma device flat out loses internet periodically.

Example, my router is not stable in that when I have 3 VPN tunnels going at the same time, it goes partially belly up after a while. It runs okay for a few days but it drops VPN/internet for certain devices where I need to reboot my router every few days.


Well, the Telo is pretty effective for letting me know that it is not connected to the Ooma server (flashing red) and we haven't seen that recently. I'll do some more testing when I have time. I think the router is fine (and Ooma is the only VPN tunnel) but I have been considering upgrading to a semi-enterprise level router only because more and more devices are online these days. I currently have a Gamer's Lounge, and it has been a great router although it is getting old.
#102955 by lbmofo
Wed Nov 07, 2012 7:03 am
I_Ooma_2 wrote:Well, the Telo is pretty effective for letting me know that it is not connected to the Ooma server (flashing red) and we haven't seen that recently.

There is some delay before Ooma device detects no internet. You wouldn't know from looking at the Ooma device if your router is cutting off and reconnecting internet to your Ooma device fast enough yet you'd have problems calling right at that moment.
#102960 by thunderbird
Wed Nov 07, 2012 9:58 am
Also try this:
To help stabilize your Ooma Internet connection turn off MAC address Spoofing, which can cause dropped calls, garbled voice, and other problems, 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 or 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 (or Modem/Router), your Router (skip to Ooma Device if have Modem/Router) and Ooma Device. Repower the Modem (or Modem/Router). When the Modem is done booting repower your Router (skip to Ooma Device if have Modem/Router). When the Router is done booting, repower your Ooma device.

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