They can hear me, I can't hear them

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.
jdubo79
Posts: 5
Joined: Wed May 13, 2009 10:21 am

They can hear me, I can't hear them

Post by jdubo79 » Wed May 13, 2009 10:26 am

Almost everytime I make a call now after a few minutes the phone appears to go silent. When I call back it works again and I am always told that the person on the other end was able to hear me.

This is happening all of the time. Here are my results from http://www.whichvoip.com/voip/speed_test/ppspeed.html

VoIP test statistics
--------------------
Jitter: you --> server: 1.5 ms
Jitter: server --> you: 5.6 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: 1452520 bps
Upload speed: 351384 bps
Download quality of service: 84 %
Upload quality of service: 92 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 192 ms
Average download pause: 10 ms
Minimum round trip time to server: 91 ms
Average round trip time to server: 93 ms
Estimated download bandwidth: 16000000bps
Route concurrency: 11.015339
Download TCP forced idle: 65 %
Maximum route speed: 5761312bps

Thanks

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: They can hear me, I can't hear them

Post by WayneDsr » Wed May 13, 2009 12:05 pm

When the call goes "silent" do you mean you lose your connection?
Or it goes silent and you can't hear the other person?

Sometimes with voip, there is NO noise between conversation, could this be your problem?

Wayne

jdubo79
Posts: 5
Joined: Wed May 13, 2009 10:21 am

Re: They can hear me, I can't hear them

Post by jdubo79 » Wed May 13, 2009 12:14 pm

It goes silent and they can hear me, but when they talk I can't hear them. So I guess the connection is not completely lost.

gx22
Posts: 5
Joined: Tue May 05, 2009 10:23 pm

Re: They can hear me, I can't hear them

Post by gx22 » Wed May 13, 2009 12:27 pm

My wife complained that the same thing happened to her in recent few days. The other side became silent while talking, then she said hello, they told her they can hear her and she can hear them. This dropout happened more than once.

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: They can hear me, I can't hear them

Post by WayneDsr » Wed May 13, 2009 12:34 pm

Looks like you have an issue with your download quality. That would explain why they can hear you (upload) and you can't hear them (download).

You might want to check with your provider to see if quality can be improved.
Also, power cycling (turn off, then on) your modem can make a difference if you haven't in awhile.

Wayne

jdubo79
Posts: 5
Joined: Wed May 13, 2009 10:21 am

Re: They can hear me, I can't hear them

Post by jdubo79 » Wed May 13, 2009 12:40 pm

I'm not sure that is it, I have had voip for 3+ years now using the same connection, just recently switched to ooma and that is when it started happening.

Cycling the power also does nothing.

Thanks again,
Jeremy

jdubo79
Posts: 5
Joined: Wed May 13, 2009 10:21 am

Re: They can hear me, I can't hear them

Post by jdubo79 » Thu May 21, 2009 9:23 am

Any other ideas? I have sent customer service an email, and they are not responding.

Thanks,
Jeremy

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: They can hear me, I can't hear them

Post by WayneDsr » Thu May 21, 2009 9:28 am

CALL Customer Service. This is the very best way to get things fixed.
888-711-6662

Wayne

jdubo79
Posts: 5
Joined: Wed May 13, 2009 10:21 am

Re: They can hear me, I can't hear them

Post by jdubo79 » Thu May 21, 2009 9:40 am

Hi,

Anyway to not have to wait on hold for so long? I tried doing it with my ooma phone, but it always cuts out. I pay by the minute on my cell and would rather not call using that.

WayneDsr
Posts: 3790
Joined: Wed Feb 04, 2009 6:28 pm
Location: Northern Indiana

Re: They can hear me, I can't hear them

Post by WayneDsr » Thu May 21, 2009 9:44 am

You want it fixed, this is the only way. Keep on trying!

Wayne

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