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.
#23788 by alsowoldguy
Sat Oct 03, 2009 1:25 pm
We have poor call quality on ooma. I have called ooma 3 times and the ISP twice, scoured the forums here, and googled around and nothing has changed. Congrats to ooma - their training seems to be "tell the customer to call the ISP". The ISP flunkies have no clue, so I'm stuck in the middle with call quality akin to a cell phone in a tunnel.

Here's what I do know.

1 - http://myvoipspeed.visualware.com/ reports a jitter of 4ms with no packet loss
2 - http://www.whichvoip.com/voip/speed_test/ppspeed.html reports a jitter of 0.1 ms with no packet loss

so which is right and do either indicate anything?

3 - My ping to ooma averages 90 ms over 100 pings.
4 - My ping to my old VOIP averages 39ms over 100 pings.

Should I emphasize that when talking to ooma tech support?

Last time I told ooma that, they told me someone would contact me in 24 hours. No one ever called back.

I do have more stats, but just want a few leads to chase down. I have the hub right behind the cable modem (Roadrunner Orlando) and pumped up upstream QOS to 185.

Any help / advice is appreciated!

Thanks!
#23800 by niknak
Sat Oct 03, 2009 1:56 pm
...so which is right and do either indicate anything...


network statistics are dynamic both are right at the time the test was run
run the tests that dtalwar suggested and post ALL the results
#23854 by alsowoldguy
Sat Oct 03, 2009 6:20 pm
dtalwar wrote:Could you post the detailed stats from http://www.whichvoip.com/voip/speed_test/ppspeed.html?


I'd be happy to - just ran them again:

VoIP test statistics
--------------------
Jitter: you --> server: 0.6 ms
Jitter: server --> you: 1.0 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: 4.1

Speed test statistics
---------------------
Download speed: 4633456 bps
Upload speed: 491664 bps
Download quality of service: 98 %
Upload quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 24 ms
Average download pause: 2 ms
Minimum round trip time to server: 87 ms
Average round trip time to server: 89 ms
Estimated download bandwidth: 6400000bps
Route concurrency: 1.3812584
Download TCP forced idle: 8 %
Maximum route speed: 6026200bps


Anything stand out?
#23874 by tommies
Sat Oct 03, 2009 7:04 pm
your voip test looks great. Maybe it is your equipment. There are known issues that cause interferences which results in poor call quality.
  • QoS setting
  • DSL and scout without proper wiring
  • old cordless phone--2.4MHz and 5.8MHz--interferes with the router wireless

Please post your set up, the more details the better for others to help.
  • is your modem and router a combo device? or separated devices? brand and model?
  • is the hub in in front or behind the router?
  • do you have the old hub+scout combo or the newly released Telo?
  • is the scout being used
  • which phone you are using now? Does the poor quality still happens with a corded phone(connected to the hub)?
#23909 by alsowoldguy
Sun Oct 04, 2009 4:19 am
tommies wrote:your voip test looks great. Maybe it is your equipment. There are known issues that cause interferences which results in poor call quality.
  • QoS setting
  • DSL and scout without proper wiring
  • old cordless phone--2.4MHz and 5.8MHz--interferes with the router wireless

Please post your set up, the more details the better for others to help.
  • is your modem and router a combo device? or separated devices? brand and model?
  • is the hub in in front or behind the router?
  • do you have the old hub+scout combo or the newly released Telo?
  • is the scout being used
  • which phone you are using now? Does the poor quality still happens with a corded phone(connected to the hub)?


- Cable Modem > Hub > Router. (So no Telo)
- Cable modem is Toshiba PCX2600
- Router is A DLink Gamerlounge DGL-4300
- Not using the Scout.
- I am using a Uniden 5.8 system. Never had issues with prior VOIP (Viatalk). Still, it's worth a shot.
- System is tied into house wiring (unplugged house from telco).

Thanks VERY much for the quick responses. I'll try a corded phone this afternoon and report back.
#23928 by dtalwar
Sun Oct 04, 2009 7:34 am
I would disconnect the Wall port of the Hub if anything is connected to it and see if that changes anything. Your ISP speed test seems fine. Is there a specific area code or number where you experience the bad quality? You said whether the phone is corded or cordless, it is still the same poor quality, correct?
#23962 by alsowoldguy
Sun Oct 04, 2009 10:22 am
niknak wrote:exactly what is the nature of the "poor call quality"?

choppy / broken audio
echo (who hears it you or called party?)
delay
static


Well, mainly broken audio and a delay.

Things I am going to try:

1 - I have the hub connected to the house's wiring. I will disconnect it to the house wiring and connect the phone base directly to the hub.

2 - If that does not improve things, then I will try a corded phone, since I have a Uniden 5.8 set.

After that, I'm not sure - everyone has given me a few ideas, but I want to hold off until I can eliminate a few more variables.

Thank you everyone - slow but steady progress I guess.

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