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.
steadly2004
Posts: 1
Joined: Mon Jun 08, 2009 4:18 pm

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

Post by steadly2004 » Mon Jun 08, 2009 4:21 pm

I have a problem with the whole "they hear me and I can't hear them". It only happens with two specific places so far. It happens with my mom's work and my son's school. No other numbers do this, but these two places do it every single freaking time. Its frustrating. If anybody finds a solution, I'd very much appreciate it.

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 » Mon Jun 08, 2009 4:33 pm

I would document all phone numbers and all times it happens. Call Customer Service with all your documention. They will be able to look up the call logs and find your problem.

888-711-6662

Wayne

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

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

Post by southsound » Mon Jun 08, 2009 4:36 pm

Best solution is to log the calls to those two numbers and then call ooma support at 888 711-6662. They are able to go into their routing logs and see if anything strange is happening. Call wait times are short now and their people are great. Have them escalate to a senior tech if you are not happy with their response. Of course, courtesy goes a long way when dealing with any support group.
I know we already know that, but I have to keep up my reputation as "miss manners" :)

(Darn, WayneDSR typed faster than me again. Must type faster. Must type faster. Must type faster.)
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.

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 » Mon Jun 08, 2009 4:38 pm

Must be the Starbucks! :-)

Wayne

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

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

Post by DougInAZ » Mon Jun 08, 2009 7:04 pm

Is your ooma hub behind a firewall?

I had the same problem and I think I resolved it by opening more ports in my firewall (it hasn't recurred). If you only opened the ports in the ooma FAQ, then that may be the problem. Check the thread Motorola Surfboard integrated modem router for an expanded list of ports that seems to work.

There's no guarantee that this is complete. Ooma support does not seem to know any more than they posted in the FAQs.

sdao85
Posts: 3
Joined: Thu Jun 11, 2009 8:58 pm

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

Post by sdao85 » Thu Jun 11, 2009 9:23 pm

I have the same problem.

I ran the test and here are my results:
VoIP test statistics
--------------------
Jitter: you --> server: 1.4 ms
Jitter: server --> you: 3.9 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 96.3 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.3

Speed test statistics
---------------------
Download speed: 653568 bps
Upload speed: 322760 bps
Download quality of service: 93 %
Upload quality of service: 99 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 282 ms
Average download pause: 20 ms
Minimum round trip time to server: 3 ms
Average round trip time to server: 3 ms
Estimated download bandwidth: 80000000bps
Route concurrency: 122.405014
Download TCP forced idle: 0 %
Maximum route speed: 174760000bps

I have my connection as followed:

Modem -> Ooma -> Computer.

Is there anyway to fix this?

murphy
Posts: 7165
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

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

Post by murphy » Fri Jun 12, 2009 2:03 am

sdao85 wrote:I have the same problem.

Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 96.3 %

Is there anyway to fix this?
It's no wonder you can't hear anything. 96.3% of your incoming packets are being lost. That is not an ooma problem. That is an ISP problem.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

niknak
Posts: 885
Joined: Tue Jan 27, 2009 7:53 pm
Location: Staten Island, NY

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

Post by niknak » Fri Jun 12, 2009 6:50 am

It's no wonder you can't hear anything. 96.3% of your incoming packets are being lost. That is not an ooma problem. That is an ISP problem.
Also TCP delay is 282 ms
Anything over 100 ms is going to affect voice quality

sdao85
Posts: 3
Joined: Thu Jun 11, 2009 8:58 pm

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

Post by sdao85 » Fri Jun 12, 2009 11:37 am

I called my isp and they said my connection is fine. Do you guys think the modem is the problem? I have a netgear dg834g v.4 as my modem. Is there anyway to help make the incoming packets not loss? Thanks.

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

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

Post by bw1 » Fri Jun 12, 2009 12:09 pm

What did the ISP do/check?

Is your modem supplied by the cable company?

I would request them to do a service call and have them check your connection. Maybe they can swap out the cable modem.

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