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.
#100507 by wgtilley
Thu Sep 20, 2012 8:41 am
My Ooma has been fine since installation a couple of weeks ago. Today, it started dropping inbound calls after 20-30 seconds. I have not tried outbound calls yet. My setup is Modem-Ooma-Router and I have a very good Internet connection. Any suggestions?
#100514 by thunderbird
Thu Sep 20, 2012 9:51 am
Try this first for dropped calls:
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.
#100543 by wgtilley
Thu Sep 20, 2012 4:31 pm
I made the change you suggested and my Ooma couldn't make an Internet connection. I changed it back to Automatic and it came up fine. This evening we have made and received several calls with no problems. I think it was a network problem. Sure wish they would advise about those.
#100544 by lbmofo
Thu Sep 20, 2012 4:34 pm
wgtilley wrote:I made the change you suggested and my Ooma couldn't make an Internet connection. I changed it back to Automatic and it came up fine.

Did you properly power cycle everything as suggested?

"Optimal Setup" posts for your reference:

If after Router - viewtopic.php?t=12403

If before Router - viewtopic.php?t=9536#p66155
#100545 by wgtilley
Thu Sep 20, 2012 4:47 pm
Yes, I cycled everything as suggested. The Ooma symbol went through the normal process and then flashed red/blue for at least 5 minutes. I changed the setting back to Auto and recycled and it came up fine. Just now I changed it again and recycled, this time it came up OK.
#100547 by thunderbird
Thu Sep 20, 2012 5:06 pm
wgtilley wrote:Yes, I cycled everything as suggested. The Ooma symbol went through the normal process and then flashed red/blue for at least 5 minutes. I changed the setting back to Auto and recycled and it came up fine. Just now I changed it again and recycled, this time it came up OK.

Did you made the changes at the bottom of Ooma Setup Internet page where it says INTERNET Port MAC Address: ?

Temporarily connect Modem-Ooma-Computer, leaving the Router temporarily disconnected. Reboot everything in the order connected. Next go back in and change the MAC address from Automatic to Use built in. Reboot everything again. If the Ooma Telo boots to the Blue Ooma symbol, reconnect the Ooma Telo as you wish.


If it still won't boot fully up using Built In MAC address, do a factory reset of the Ooma Telo, then try again.

Factory Reset Ooma Telo - Old Alternate Procedure
1. Remove power from the Ooma Telo.
2. Repower the Ooma Telo.
3. Line 1 & Line 2 lights come on.
4. Line 1 & Line 2 lights go out and the Trash and Envelope lights come on for a very short period of time.
5. The Trash & Envelope lights go out and the bottom row (runway lights) starts scanning to the right.
6. When the scanning stops, the Ooma symbol will began flashing Red.
7. Press the Trash button, then the Stop button. Hold both the Trash and Stop buttons pressed until told to release.
8. The Ooma symbol will alternately blink Red and Blue.
9. The Ooma symbol will turn solid Red.
10. Release the Stop and Trash buttons.
11. Wait for a short period of time. The Ooma Telo will cycle back into a reboot.
12. After a successful Factory Reset, all Ooma Setup settings will be Factory.

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 may want 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. Ooma Telo handsets will have to be re-registered.

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