I can hear them; they can't hear me! HELP!

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.
wowser
Posts: 7
Joined: Sun Dec 21, 2008 11:49 am

I can hear them; they can't hear me! HELP!

Post by wowser » Thu May 07, 2009 7:28 am

This is happening more and more: I make or get a call on my Ooma. Everything sounds great and after 10 or so minutes, the person on the other end says, "hello, can you hear me? I don't hear you." I can hear them fine.

I have 18 mb/s down and .48 mb/s up speed on cable as tested on speedtest.

Setup is MODEM > ROUTER > Oooma. I've tried resetting the Ooma. This has started in the last few months. The previous 8 months with Ooma have been perfect (aside from the Ooma outage).

Thanks for you help.

Neubiee
Posts: 243
Joined: Thu Apr 16, 2009 5:10 pm

Re: I can hear them; they can't hear me! HELP!

Post by Neubiee » Thu May 07, 2009 5:13 pm

wowser:
has your problem been resolved? try doing a hard reset as well.

1- unplug the ooma.
2-press and HOLD the tab on the hub.
3-plug the power back in CONTINUE to hold the tab down for another 30 secs and then let go.
Give it about 3-4 minutes for it to completely come back up.

If that doesn't work.. call CS and please post your results! thanks

User avatar
bw1
Posts: 1781
Joined: Wed Mar 18, 2009 9:06 am
Location: MI

Re: I can hear them; they can't hear me! HELP!

Post by bw1 » Fri May 08, 2009 5:03 am

Run a test and post your results:

http://www.whichvoip.com/voip/speed_test/ppspeed.html

Also, you could try modem -> ooma -> router and see if that clears it up.

swhsah
Posts: 1
Joined: Sun Apr 19, 2009 4:08 pm

Re: I can hear them; they can't hear me! HELP!

Post by swhsah » Sat May 09, 2009 2:53 pm

I had the same problem when I adjusted my QOS setting off of my download speed and not my upload speed. After correcting all is OK.

radoave
Posts: 8
Joined: Sun Jun 14, 2009 7:45 am

Re: I can hear them; they can't hear me! HELP!

Post by radoave » Mon Jun 22, 2009 8:40 pm

I just had this occur today for the first time with ooma - everything is fine, all of the sudden I hear the person on the other line ask if I was still there, they could not hear me? I could hear them just fine... all came back after about 10-15 seconds, but definitely annoying, and concerning.

I am monitoring these types of events, so far very few problems with my ooma and spend lots of time on the phone... but its not bulletproof service yet.

radoave
Posts: 8
Joined: Sun Jun 14, 2009 7:45 am

Re: I can hear them; they can't hear me! HELP!

Post by radoave » Tue Jun 23, 2009 8:12 pm

another issue today with the caller complaining they can't hear me, then after a few more seconds, the call dropped... :(

User avatar
southsound
Posts: 3519
Joined: Fri Feb 06, 2009 11:31 am
Location: Harstine Island, WA

Re: I can hear them; they can't hear me! HELP!

Post by southsound » Tue Jun 23, 2009 8:48 pm

radoave wrote:I just had this occur today for the first time with ooma - everything is fine, all of the sudden I hear the person on the other line ask if I was still there, they could not hear me? I could hear them just fine... all came back after about 10-15 seconds, but definitely annoying, and concerning.

I am monitoring these types of events, so far very few problems with my ooma and spend lots of time on the phone... but its not bulletproof service yet.
The best way to resolve the problem is to check your phone logs and note the number of the person to whom you were talking when the outgoing went dead along with the date and time. Then call ooma's support number 888 711-6662 with the information. They can do some checking of their own and might find a problem with their partner who completes the call. Were the calls outgoing or incoming? Are they all in the same area code? Maybe you could describe your service and your connection to your network? Some of us can possibly help with the latter information, but only ooma can do the tracking with the call data. I would highly recommend followup with ooma support.
ooma customer since February 2009
VoIP hardware: 2 Telo w/3 handsets & Linx / ooma core
Total Lines: 8 / Numbers: 11 / Handsets: 20
Lifetime Premier Member
Friends don't remember what Landline Integration was or why we did it.

bryanlyle
Posts: 361
Joined: Mon Mar 30, 2009 4:11 pm

Re: I can hear them; they can't hear me! HELP!

Post by bryanlyle » Wed Jun 24, 2009 6:18 am

This happened to me for the first time today. I could hear them fine, but they couldn't hear me....
Last edited by bryanlyle on Wed Jun 24, 2009 6:42 am, edited 1 time in total.
follow me on twitter: @bryanlyle

User avatar
Aveamantium
Posts: 1352
Joined: Sat Jun 20, 2009 2:28 pm
Location: Loveland, Colorado

Re: I can hear them; they can't hear me! HELP!

Post by Aveamantium » Wed Jun 24, 2009 6:27 am

One way audio is typically the result of NAT... Do you have your ooma behind your router? If so, do you have any ports forwarded or tried putting the ooma in the DMZ of your router as a test?
Go AVS!

HankJones
Posts: 7
Joined: Mon May 11, 2009 9:23 pm

Re: I can hear them; they can't hear me! HELP!

Post by HankJones » Wed Jun 24, 2009 2:37 pm

Had my OOMA 2 months now. For the first 3 weeks everything was working rock solid so much that i canceled my landline. Ever since then, i started getting one way audio and garbeled voice. Every few calls, they other end loses my audio or gets garbeled voice. I never have a problem hearing them.

Post Reply