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.
#99585 by 4wheels
Wed Aug 29, 2012 7:57 am
I have had fairly consistent problems with Ooma calls breaking up since I signed up for
the service a couple of months ago. Usually it is the person's voice that I am talking
to that breaks up, but sometimes they also say that my voice is breaking up. It also
seems more likely to happen the longer the call goes, and happens more on remote
phones than with the base station phone. Placing a range extender in the middle of
the house didn't help. Tried modem/Ooma resets several times with no luck.

With the phonepower.com scores below and reading other threads here, I'm wondering
if it's my phones and not the Ooma. None of the numbers look that bad to me, but just
wanted to get others' opinion.

My setup:

AT&T Uverse modem/router combo, hookup is modem/router -> Ooma -> phone.
Phone (Panasonic KX-TG6645, brand new) is directly connected to Ooma phone jack.
INTERNET Port MAC Address set to Use Built In.
Tried changing QOS up/down in Ooma setup to all zeros, also to 80%, 90% of
phonepower.com numbers below.

Speed test statistics:
Download speed 11494 kbps
Upload speed 1487 kbps
Jitter 0.1 ms
Packet loss 0.0%
MOS score 4.2
Average RTT 42 ms
Download consistency of service 95%
Upload consistency of service 99%
Maximum TCP delay 35 ms
Average download pause 1 ms
Minimum round trip time to server 41 ms
Average round trip time to server 42 ms
Estimated download bandwidth 11494 kbps
Route concurrency 1.0
Download TCP forced idle 0%
Maximum route speed 12787 kbps

VoIP test statistics:
Jitter: you --> server 0.1 ms
Jitter: server --> you 3.4 ms
Packet loss: you --> server 0.0 ms
Packet loss: server --> you 0.0 ms
Packet discards 0.0%
Packets out of order 0.0%
Estimated MOS score 4.2

Any help would be greatly appreciated.

Thanks,
4wheels
#99587 by thunderbird
Wed Aug 29, 2012 8:43 am
4wheels:
The Phonepower Speedtest result are good.

You didn't say how your Ooma Telo was connected. Modem-Ooma-Router or Modem-Router-Ooma?

Check your Modem owner's manual and see if there is a reset procedure that you can do. If it does do the Modem reset, if not do a Modem reboot, then test.

Note: Some Modems contain a battery that must be temporarily removed to have a successful reboot or reset.

Also try a different phone just to make sure.
#99665 by big al
Thu Aug 30, 2012 5:24 pm
I had that problem at first until I realized that I may have the Telo located to close to other electrical devices. I moved it
about 10 feet away and no more problems until my wife ran a fan about 3 feet from the Telo. We moved the fan and no
more problems.
#100196 by 4wheels
Wed Sep 12, 2012 6:17 pm
Sorry for the delay in posting back here.

Got a wireless adaptor to isolate Telo from other electronics in the room.
It now sits 8-10 ft. away from any source of interference.

Had promising results at first, but after a few calls the breaking up has returned.
If anything, it's worse than before.

Not sure if this has anything to do with my problem, but the light on the adaptor
flashes on and off frequently. Should the light be on all the time? In Ooma setup,
I get four bars on the signal strength? Is that good enough?

As far as resetting the Uverse modem/router, tried both the reset button on the
back of the router and powering down the modem.

Any other ideas on what I might try?

Getting really close to giving up on Ooma and going back to AT&T. Disappointing
performance from something that comes so highly recommended from Consumer
Reports and others.

4wheels
#100207 by thunderbird
Thu Sep 13, 2012 4:10 am
4wheels wrote:Sorry for the delay in posting back here.

Got a wireless adaptor to isolate Telo from other electronics in the room.
It now sits 8-10 ft. away from any source of interference.

Had promising results at first, but after a few calls the breaking up has returned.
If anything, it's worse than before.

Not sure if this has anything to do with my problem, but the light on the adaptor
flashes on and off frequently. Should the light be on all the time? In Ooma setup,
I get four bars on the signal strength? Is that good enough?

The light on the Ooma Telo Wireless Wi-Fi USB adapter flashing is normal. If you wish, in Ooma Setup under the Signal Strength meter is the word LED. Following the word LED there is a box with a down arrow. You can select the down arrow to Off, and then click on Update. This turns off the light in the Wi-Fi USB adapter.
4wheels wrote:As far as resetting the Uverse modem/router, tried both the reset button on the
back of the router and powering down the modem.

Any other ideas on what I might try?

Getting really close to giving up on Ooma and going back to AT&T. Disappointing
performance from something that comes so highly recommended from Consumer
Reports and others.
4wheels

First:
Did you check to see if there is a battery in your Modem/Router? If so, the battery must be temporarily removed while doing a reset or reboot, to have a successful reset or reboot of the Modem/Router, reference the Modem/Router's manufacture's Owner's manual.

Next:
Check your Modem/Router's Owner's manual and see if there is a setting so you can set the Ooma Telo to have the highest priority or if it says anything about setting priorities for different attached devices. If so set the Ooma Telo to have the highest priority. (The Ooma Telo Quality of Service settings, both should be set to Zero).

Next:
Run Phonepower Speedtest at the times that the Ooma Telo is breaking up, to see if the Internet slows during different times of the day. This is a common problem with AT&T Internet Services.

Next:
Try another Modem/Router.
#100770 by 4wheels
Wed Sep 26, 2012 7:28 pm
It looks like I may have solved my call quality issues.

The first thing I realized was that I had my base station phone near my
computer, just like the Ooma Telo was before I moved it. Having both
the base station phone and the Telo away from electrical interference
helped quite a bit.

I still had some intermittent call quality problems, so I went into the
Uverse 2wire gateway and poked holes in my firewall for the ports used
by the Telo.

With these two improvements, I have had consistently good call quality
for several days now. Hopefully this information can be of help to others
having call quality issues.

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