More Disconnecting Calls & Blinking Red Light

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.
mstalker
Posts: 3
Joined: Sun Jun 13, 2010 2:57 pm

More Disconnecting Calls & Blinking Red Light

Post by mstalker » Sun Jun 13, 2010 3:28 pm

My situation sounds different than the "Disconnecting Calls" thread at viewtopic.php?f=4&t=7696 so I'm making a new topic.

Sometimes my calls go fine. Other times, after talking for 10-15 minutes, I get disconnected suddenly and I hear the Ooma dialtone. Last time, I noticed that the Ooma device started blinking red a few seconds before I got disconnected. The first time it happened, I also saw that the Ooma device was blinking red. I don't know if it started blinking before or after I got disconnected that time, though. I took someone's advice and did a VoIP quality test, and here are the results:

VoIP test statistics
--------------------
Jitter: you --> server: 1.2 ms
Jitter: server --> you: 1.7 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: 4.1

Speed test statistics
---------------------
Download speed: 650848 bps
Upload speed: 116864 bps
Download quality of service: 83 %
Upload quality of service: 98 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 149 ms
Average download pause: 8 ms
Minimum round trip time to server: 88 ms
Average round trip time to server: 93 ms
Estimated download bandwidth: 680000bps
Route concurrency: 1.0447907
Download TCP forced idle: 0 %
Maximum route speed: 5957720bps

My ISP is Time Warner Cable.

Any suggestions?

murphy
Posts: 7178
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: More Disconnecting Calls & Blinking Red Light

Post by murphy » Sun Jun 13, 2010 3:53 pm

What speeds are you paying for?
650K down and 116K up seem way too slow for a cable connection.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

mstalker
Posts: 3
Joined: Sun Jun 13, 2010 2:57 pm

Re: More Disconnecting Calls & Blinking Red Light

Post by mstalker » Sun Jun 13, 2010 4:26 pm

I'm paying for 768 Kbps download speed and 128 Kbps upload speed. I read that Ooma should only need 30Kbps for upload and download speed here though: viewtopic.php?f=9&t=7194. I wasn't using the Internet at the time that the last call got dropped.

Were the minimum bandwidth requirements in that post accurate?

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leejosepho
Posts: 51
Joined: Fri Jan 29, 2010 4:20 am
Location: 200 miles south of Little Rock

Re: More Disconnecting Calls & Blinking Red Light

Post by leejosepho » Sun Jun 13, 2010 4:49 pm

Six months ago, my first Telo did just fine at 768/128 until it and my modem somehow got fried at the same time. A computer doing a download would sometimes knock the Telo offline even if not on a call, but I know those speeds to be just fine for the Telo itself unless something has significantly changed since I first got one.

whkana
Posts: 4
Joined: Mon Jun 21, 2010 1:59 pm

Re: More Disconnecting Calls & Blinking Red Light

Post by whkana » Mon Jun 21, 2010 2:11 pm

Ooma just dropped 2 calls consecutively for me - one dropped in about 15 minutes, and the second one dropped by 2:30. Called tech support, ran pingtest.com, and the jitter was all over the map (1 ms to 20 ms, mostly about 9ms), but when I ran http://www.whichvoip.com/voip/speed_test/ppspeed.html, jitter dropped below 1ms - usually about 0.1~0.4 ms.)

According to http://www.whichvoip.com/voip/speed_test/ppspeed.html, my voip's QOS is mostly Green /94~99% (3 out of 5) /or "yellow" / 60% (2 out of 5)

In any case, Ooma blamed it on the AT&T modem. After calling AT&T, and got transferred to 5 different people (dropped call on a landline, no less), AT&T has agreed to shipped a new modem (per Ooma's suggestion as a fix to lower the jitter to below 5 ms).

I was just wondering: did I just spend a whopping 90 minutes trying fix Ooma's BS? Or is there really an issue with DSL's jitter?

mstalker
Posts: 3
Joined: Sun Jun 13, 2010 2:57 pm

Re: More Disconnecting Calls & Blinking Red Light

Post by mstalker » Thu Jun 24, 2010 5:55 am

@whkana - I'm not sure how much your jitter was the problem. I've seen some charts that say voip is unusable if your jitter is bad enough, but I don't know if 20ms would drop your call or not.

I spoke with Ooma, and they said my internet connection is too slow. I plan on upgrading with my internet service provider.

A weird thing is that calls usually drop right around 15 minutes. Does anyone have any ideas why they'd drop at that time, and not before or after?

osuna92
Posts: 5
Joined: Thu Sep 23, 2010 8:14 pm

Re: More Disconnecting Calls & Blinking Red Light

Post by osuna92 » Fri Sep 24, 2010 5:37 am

I have this issue too. No call lasts beyond exactly 15minutes. Seems to be a network setting. I submitted an email request for help, but did not receive acknowledgment.

Can someone from OOMA please respond? Is anyone else having this consistent behavior?

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lbmofo
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Location: Greater Seattle
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Re: More Disconnecting Calls & Blinking Red Light

Post by lbmofo » Fri Sep 24, 2010 6:08 am

If haven't already, a few things you can look into.

Do the following VoIP Quality Test, go to the "advanced" tab to see the result:

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

Jitter should be less than 5 ms.
Packet loss should be 0.
Download and upload QOS should be at least 70%.
Maximum TCP delay should be under 100 ms.

If cable modem, connect to the status page of your cable modem and check a few things:

http://192.168.100.1

The downstream signal power should be between -10 and +10 dBmV.

The Signal to Noise Ratio (SNR) should be 35 or more.

The upstream power level should be less than 55 dBmV.


Use Built in Modem Port MAC Address instead of Automatic:

viewtopic.php?f=2&t=8045
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
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osuna92
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Joined: Thu Sep 23, 2010 8:14 pm

Re: More Disconnecting Calls & Blinking Red Light

Post by osuna92 » Fri Sep 24, 2010 7:04 am

Thanks for the quick reply. These look like very good suggestions and I will try each when home.

But how does this account for the consistent dropping of calls at 15 minutes?

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lbmofo
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Location: Greater Seattle
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Re: More Disconnecting Calls & Blinking Red Light

Post by lbmofo » Fri Sep 24, 2010 8:58 am

Not sure why calls are dropping after 15 minutes but using built in MAC address for modem port would optimize your ooma setup and the other couple of things would check to see the health of your internet service.
Customer Since: 3/13/10
Hardware: Telo & Hub
Service: Premier 12/06/10
Verizon Port: 3/15/10 - 4/02/10
Internet: 100 Mbps/10 Mbps
Setup: SB6141/R6700/Ooma
MainStreetSHARES Ebates: get Ca$h Back when you shop online!!

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