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.
#101071 by tigo00
Thu Oct 04, 2012 6:41 pm
Hello all. I'm having a interesting issue with my ooma. I tend to have rather choppy calls with my ooma or just can't hear the other person on the line. I've had it for about less then a month. This seams to happen on incoming calls only. But the issue also happens when the caller ID shows additional #1's ex.....11(000)-000-0000. I've contacted customer support and they couldn't help much. Even escalated to tier two support. All they had me do was change the configuration..... modem---ooma-router. Needless to say it didn't help. Anyone have a clue? I would greatly appreciate it.
Last edited by tigo00 on Sun Oct 07, 2012 4:05 pm, edited 1 time in total.
#101077 by thunderbird
Fri Oct 05, 2012 4:12 am
tigo00 wrote:Hello all. I'm having a interesting issue with my ooma. I tend to have rather choppy calls with my ooma or just can't hear the other person on the line. I've had it for about less then a month. This seams to happen on incoming calls only. But the issue also happens when the caller ID shows additional #1's ex.....11(000)-000-0000. I've contacted customer support and they couldn't help much. Even escalated to tier two support. All they had me do was change the configuration..... modem---ooma-router. Needless to say it didn't help. Anyone have a clue? I would greatly appreciate it.

Try this first:
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 this doen't fix your problem, post back and there is some other things that can be done.

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.
#101378 by tigo00
Fri Oct 12, 2012 7:18 pm
thunderbird wrote:
tigo00 wrote:Hello all. I'm having a interesting issue with my ooma. I tend to have rather choppy calls with my ooma or just can't hear the other person on the line. I've had it for about less then a month. This seams to happen on incoming calls only. But the issue also happens when the caller ID shows additional #1's ex.....11(000)-000-0000. I've contacted customer support and they couldn't help much. Even escalated to tier two support. All they had me do was change the configuration..... modem---ooma-router. Needless to say it didn't help. Anyone have a clue? I would greatly appreciate it.

Try this first:
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 this doen't fix your problem, post back and there is some other things that can be done.

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.


Thank you for the suggestions. I made those changes but still that has not resolved my issue. Sill having those same problems. What else could I do? Thank you.
#101383 by thunderbird
Fri Oct 12, 2012 8:04 pm
tigo00:
Generally when you have Internet speeds like you have, you don't have to make any adjustments to the Ooma Telo, except change MAC addresss from Automatic to Use Built In. So if you are continuing to have problem, almost always it's the Modem or interuptions of the Internet signal that is the problem.

Are you receiving or making International calls?

First:
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 ________


Next:
Check your Modem's owner's manual and see if there is a Reset procedure. If so do the Modem Reset procedure or a Modem reboot per the Modem owner's manual. Note: some Modems contain batteries that must be temporarily removed to have a successful Modem Reset or Reboot. Then test making and receiving calls.


Next just in case it is the Ooma Telo is causing the problem:
Ooma Telo Factory Reset:
Dial *#*#099 on the phone attached to Telo phone port 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. If you are using a wired LAN Internet connection, you may want to reset MAC address from Automatic, to Use Built In. Also you may want to reset your Quality of Service Upstream/Downstream Internet Speed settings, and Bluetooth settings if you are using Ooma’s USB Bluetooth dongle. Ooma Telo handset must be re-registered.

Sometimes the *#*#099 command has to be issued three or four times, before the factory reset sequence starts and is completed.
#101462 by tigo00
Sun Oct 14, 2012 8:35 pm
thunderbird wrote:tigo00:
Generally when you have Internet speeds like you have, you don't have to make any adjustments to the Ooma Telo, except change MAC addresss from Automatic to Use Built In. So if you are continuing to have problem, almost always it's the Modem or interuptions of the Internet signal that is the problem.

Are you receiving or making International calls?

First:
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 ________


Next:
Check your Modem's owner's manual and see if there is a Reset procedure. If so do the Modem Reset procedure or a Modem reboot per the Modem owner's manual. Note: some Modems contain batteries that must be temporarily removed to have a successful Modem Reset or Reboot. Then test making and receiving calls.


Next just in case it is the Ooma Telo is causing the problem:
Ooma Telo Factory Reset:
Dial *#*#099 on the phone attached to Telo phone port 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. If you are using a wired LAN Internet connection, you may want to reset MAC address from Automatic, to Use Built In. Also you may want to reset your Quality of Service Upstream/Downstream Internet Speed settings, and Bluetooth settings if you are using Ooma’s USB Bluetooth dongle. Ooma Telo handset must be re-registered.

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


I have not made or revived any international calls. These are my results are as followed. And I will reset the modem then reset my Ooma.

Download Speed: 30999 kbps
Upload Speed: 4729 kbps
Download Consistency of Service 76%
Upload Consistency of Service 73%
Maximum TCP Delay 54 ms
Jitter you server 5.2 ms
Jitter server you 0.5 ms
Packet loss: you server 0%
Packet loss: server you 0%
Packet discards 0.2%
Packets out of order 0%
Estimated MOS score 4.1 %
#101463 by thunderbird
Sun Oct 14, 2012 9:21 pm
tigo00:
Jitter you server 5.2 ms............like to see this number less then 5 ms.
Packet discards 0.2%................Must be zero packet discards.

If you are having packet discards, that is probably what is causing the problem. If you test at different times of the day, you may get higher readings of packet discards and probably see packet losses also. You may also see highter Jitter readings.

This is almost always caused by an improperly functioning modem, or defective modem.

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