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.
Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

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

Post by Groundhound » Wed Jun 24, 2009 3:18 pm

HankJones wrote: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.
How is your hub connected relative to your modem & router? Do you have QoS enabled – with what settings? Do you have DSL or cable?

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 » Thu Jun 25, 2009 10:59 am

It's behind the a firewall/router and I have prioritized all my outgoing voice packets to be first out of the interface queue.

I don't think it's my local network problem since it worked for weeks without any problems. It just seems to be getting worse, my 2c's

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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 » Thu Jun 25, 2009 11:06 am

Just for grins try putting your ooma in the router's DMZ and see if that helps. Or try putting the ooma directly behind your modem (again, just to test).
Go AVS!

corduroy
Posts: 5
Joined: Fri Jun 26, 2009 5:44 pm

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

Post by corduroy » Fri Jun 26, 2009 5:49 pm

I am having the same issue. I can hear people just find but they tell me that I am cracking up or there is a huge delay.

My setup is cable modem > ooma > router

Looking at these results, I have good DL/UL speed but my quality of service is all over the place.

Any ideas?

Right after bad call

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VoIP test statistics
--------------------
Jitter: you --> server: 2.7 ms
Jitter: server --> you: 1.4 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 17111320 bps
Upload speed: 3379832 bps
Download quality of service: 57 %
Upload quality of service: 89 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 47 ms
Average download pause: 1 ms
Minimum round trip time to server: 32 ms
Average round trip time to server: 33 ms
Estimated download bandwidth: 17111320bps
Route concurrency: 1.0
Download TCP forced idle: 6 %
Maximum route speed: --
After ooma reboot

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VoIP test statistics
--------------------
Jitter: you --> server: 2.9 ms
Jitter: server --> you: 0.7 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 9981384 bps
Upload speed: 4160288 bps
Download quality of service: 34 %
Upload quality of service: 69 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 425 ms
Average download pause: 1 ms
Minimum round trip time to server: 36 ms
Average round trip time to server: 46 ms
Estimated download bandwidth: 11200000bps
Route concurrency: 1.1220889
Download TCP forced idle: 0 %
Maximum route speed: 14563328bps
after cable modem, router, and ooma reboot

Code: Select all

VoIP test statistics
--------------------
Jitter: you --> server: 2.8 ms
Jitter: server --> you: 0.8 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.0

Speed test statistics
---------------------
Download speed: 14534136 bps
Upload speed: 2546848 bps
Download quality of service: 61 %
Upload quality of service: 92 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 58 ms
Average download pause: 1 ms
Minimum round trip time to server: 32 ms
Average round trip time to server: 34 ms
Estimated download bandwidth: 14534136bps
Route concurrency: 1.0
Download TCP forced idle: 0 %
Maximum route speed: 16383744bps

Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

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

Post by Groundhound » Fri Jun 26, 2009 6:41 pm

Outbound quality is the most common issue with VoIP, since most ISP's have the lowest limits on upload bandwidth. It may require help from customer service to get your QoS settings optimized, or they may be able to do something with call routing for the call destinations you have the most problems with - keeping a record of problem calls would be helpful for that.
FWIW, I currently have my hub in front of my router with the hub's QoS settings at:
Quality Of Service
Upstream Internet Speed (Kbps): 768
Downstream Internet Speed (Kbps): 4500
Reserved Bandwidth for Calls (Kbps): 215

I'm getting good results with these settings at this time. My rated sustained download bandwidth is 6000 mbps and upload is 1000 mbps. I have Comcast which, with Powerboost, typically tests higher than these limits but that's only temporary.

DougInAZ
Posts: 29
Joined: Wed May 20, 2009 4:43 pm

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

Post by DougInAZ » Sat Jun 27, 2009 5:29 am

I had an occasional loss of outbound audio in the first few days of using ooma. My ooma hub sets behind what must be a fairly restrictive firewall in my Motorola modem. To make a long story shorter, once I got all of the necessary ports open in my firewall, the problem went away and stayed away.

Here's the list of ports that ooma requires (per Dennis P.)

Inbound UDP
1194, 49000-50000

Outbound UDP
53, 123, 514, 1194, 3480, 10000-20000

Outbound TCP
443

When I last checked, the FAQs were not updated to reflect the above.

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

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

Post by wowser » Mon Aug 17, 2009 7:44 am

Had this issue crop up again after months of great outgoing voice qual. Dropping outbound voice after 15-20 minutes. I have great internet speed at 15-18 mps in; 1-2 mps out. Modem > Router > Ooma.

oomacomcast
Posts: 3
Joined: Fri Aug 14, 2009 9:55 pm

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

Post by oomacomcast » Mon Aug 17, 2009 8:34 am

wower, just out of curiosity, who is your internet provider.

I been having this problem for the last 5 days, on and off. My seem to have started around August 12 after two months running without issues.

corduroy
Posts: 5
Joined: Fri Jun 26, 2009 5:44 pm

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

Post by corduroy » Mon Aug 17, 2009 8:36 am

Ditto. I have great internet (Cox Premier) also 20Mb+down, 3Mb+up. Modem,Ooma,Router

I had set my ooma to take advantage of my high speeds, worked great for several weeks then ooma was choking my internet. I when to 2 down, 0.5 up.

Support told me to lower my settings and power cycle. I am now using the following settings without issues for the past few days.

Upstream: 200kbps (This is your voice going to remote caller)

Downstream:0kbps (Remote callers voice going to you)

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 Aug 18, 2009 8:34 am

I have had no problems with ooma service for the past 6-8 weeks, since up'ing my QoS setting to 384 within the ooma configuration settings. I am on the phone all the time and lately, the past few days, Ive had 3 people tell me that I'm cutting out mid-sentence. The problem comes and goes...

My comcast cable service is very reliable and avg 12Mbps down and at least 2 Mbps up. My configuration is modem->ooma->router.

I am monitoring this more as the problem appears to have just cropped up the past few days after very reliable service.

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