Hello? Hello? They hear me, but I don't hear them

Having trouble placing or receiving calls or using your voicemail system on Ooma Telo VoIP Phones? Post your questions here.
Karl in NY
Posts: 35
Joined: Thu Jan 28, 2010 11:52 am

Hello? Hello? They hear me, but I don't hear them

Post by Karl in NY » Sun Feb 20, 2011 10:50 am

This started two days ago, after months of good Ooma service.

Whether the call is inbound or outbound, after about 30 seconds of conversation, I can no longer hear the party I'm talking to...this lapse generally lasts about 10 seconds, then conversation returns to normal. During that 10-second lapse, the party I'm connected to can hear me, but I cannot hear them, I just hear a faint buzzing sound.

Voice quality is excellent. No recent network changes at my end. Telo has been rebooted many times.

Also, since this problem began, called numbers often don't ring. I have Ooma dialtone, dial the number, then nothing.
It generally takes about 5 calls to get a number to ring, with the problem mostly being after an occurance of the first problem of not being able to hear the remote party.

I have not had a successful phone conversation since Friday.

Help, please.

danlisman
Posts: 108
Joined: Sat Jan 22, 2011 6:16 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by danlisman » Sun Feb 20, 2011 12:19 pm

Run this VOIP test.
http://www.whichvoip.com/voip/speed_test/ppspeed.html

After the test is finished running, click on the tab that says "advanced". It will bring up a table of "Advanced Statistics" with "view text" button in the lower right corner. Copy the text and post it here. Sometimes there will be obvious signs of a modem problem. I am currently watching my modem statistics and thinking about a new modem. I don't know all of the in's and out's of reading this table, but somebody here might be able to tell what to watch for.
Get rid of satellite/cable. Buy DVR to Pause-Rewind-Record live antenna HDTV.
http://MustardTree.eCRATER.com

Karl in NY
Posts: 35
Joined: Thu Jan 28, 2010 11:52 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by Karl in NY » Mon Feb 21, 2011 7:26 am

These are my test results, problem continues today:


VoIP test statistics
--------------------
Jitter: you --> server: 19.7 ms
Jitter: server --> you: 394.7 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 11.4 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.0

Speed test statistics
---------------------
Download speed: 4610104 bps
Upload speed: 810560 bps
Download quality of service: 98 %
Upload quality of service: 90 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 64 ms
Average download pause: 6 ms
Minimum round trip time to server: 93 ms
Average round trip time to server: 237 ms
Estimated download bandwidth: 28000000bps
Route concurrency: 6.0736156
Download TCP forced idle: 92 %
Maximum route speed: 5637416bps

thunderbird
Posts: 6388
Joined: Mon Nov 08, 2010 4:41 pm

Re: Hello? Hello? They hear me, but I don't hear them

Post by thunderbird » Mon Feb 21, 2011 7:47 am

Karl in NY:
Your Jitter values should be less than 5ms.

Call your Internet provider and see if they can do something, otherwise it's probably a modem that needs to be replaced.

Karl in NY
Posts: 35
Joined: Thu Jan 28, 2010 11:52 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by Karl in NY » Mon Feb 21, 2011 8:39 am

Thank you.

thunderbird
Posts: 6388
Joined: Mon Nov 08, 2010 4:41 pm

Re: Hello? Hello? They hear me, but I don't hear them

Post by thunderbird » Mon Feb 21, 2011 8:45 am

"Packet loss: server --> you: 11.4 %"

I forgot to mention that the packet loss should be zero.

danlisman
Posts: 108
Joined: Sat Jan 22, 2011 6:16 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by danlisman » Mon Feb 21, 2011 9:49 am

One of your posts in a previous thread mentioned Time Warner ISP. I think that means that you have a cable modem connection (as opposed to DSL), and I think that Time Warner probably owns the modem as part of your service. That should mean that no matter if the dropped packets are caused by the service or by the modem, they are both Time Warner responsibilities.
Get rid of satellite/cable. Buy DVR to Pause-Rewind-Record live antenna HDTV.
http://MustardTree.eCRATER.com

Karl in NY
Posts: 35
Joined: Thu Jan 28, 2010 11:52 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by Karl in NY » Mon Feb 21, 2011 12:21 pm

Yes, I have Time Warner as my ISP, and I have spent a frustrating day trying to communicate with them (via my cell phone as my Ooma VOIP phone is still unusable...)

I spoke with two TW reps today, both "outsourced", one in India and another in the Phillipines...both thought today was Sunday, and neither knew that today was a holiday in the USA...my calls to the local Time Warner office were forwarded to the foreign call-centers, leading me to assume that the local office was closed for President's Day...

One "tech" (and I use that term loosely...) said I needed home service once I reported my jitter values to him...I had to spell "jitter" to him ten times, then he consulted his boss, then suggested maybe I need a new cable modem...so, off to the TW local office tomorrow to do a modem swap...

My most recent VOIP values are much better than I first reported, yet my Ooma service continues to get worse. Still no reply from Ooma "support", except for an auto-response.

My most recent numbers:

VoIP test statistics
--------------------
Jitter: you --> server: 11.0 ms
Jitter: server --> you: 10.5 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: 3.9

Speed test statistics
---------------------
Download speed: 4547328 bps
Upload speed: 787424 bps
Download quality of service: 98 %
Upload quality of service: 86 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 107 ms
Average download pause: 8 ms
Minimum round trip time to server: 95 ms
Average round trip time to server: 97 ms
Estimated download bandwidth: 42400000bps
Route concurrency: 9.324157
Download TCP forced idle: 87 %
Maximum route speed: 5518736bps

danlisman
Posts: 108
Joined: Sat Jan 22, 2011 6:16 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by danlisman » Mon Feb 21, 2011 1:19 pm

Just a thought. Instead of setup sequence modem > router > Ooma ,
You might try modem > Ooma > router. Or have you already tried that?
Get rid of satellite/cable. Buy DVR to Pause-Rewind-Record live antenna HDTV.
http://MustardTree.eCRATER.com

Karl in NY
Posts: 35
Joined: Thu Jan 28, 2010 11:52 am

Re: Hello? Hello? They hear me, but I don't hear them

Post by Karl in NY » Tue Feb 22, 2011 3:05 am

I have always had to Ooma behind the router, since the router has QoS settings which I use to give VOIP the highest priority.

If the new modem doesn't fix the problem, I will try putting the Telo between the modem and router.

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