Having trouble placing or receiving calls or using your voicemail system on Ooma Telo VoIP Phones? Post your questions here.
#92131 by jpmn01
Mon Jan 23, 2012 7:31 pm
Received a good call last night around 10pm CST. That was the last time I know the system worked. Was told by the household today that people would call in, but they said no one was on the line. The household tried making calls, but they said the calls wouldn't go through. Once I got home I did the power cycle to reset the Ooma, but that didn't change anything so, I started making some test calls and this is what I found. First call was from home phone to cell phone. I would get the Ooma dial tone, the number would dial, but no ring sound would occur. At first I thought that the calls weren't going through, but then my cell phone rang. I picked up the call on my cell phone, but I couldn't hear sound coming through either phone. I then tried calling from my cell phone to home. Home phone rang, answered the call, but again couldn't hear voices on either phone. We had a voicemail on our Ooma, so I tried picking that up with the home phone. The home phone would dial our home number, but dead air afterwards. I'm not getting a ring sound when I'm placing calls, but the calls are going through. I tested this by calling my work number too, just to be sure it wasn't a cell phone number issue. Ooma support had me try various prefixes infront of the called number, but none of this resovled the problem. I has been escalated to the engineering group. Hopefully they will have some answers. Anyone else with these symptoms?
#92132 by fingurbang
Mon Jan 23, 2012 8:19 pm
Hi, I am experiencing sort of a similar problem. Started about an hour ago and has not change. I can make outbound calls without issue but incoming calls will ring...pick up the receiver...wait a few seconds...then nothing and back to dial tone. Seems incoming calls make it to the phone itself but unable to complete the connection once the receiver is picked up. So hummmm... I have power cycled my Telo, router, cable modem, telephone, blender, dishwasher, espresso machine, parrot, wifefox terriers (both of them), snow mobile, and clicked on the Donkey...twice...to not avail.

Given I have had OOMA almost a year w/o any issue whatsoever until now this hiccup is only a minor annoyance and I suspect will resolve itself in due time. Lets hope so anyway.

Should I come across a fix I will post accordingly.

Robert
#92133 by thunderbird
Mon Jan 23, 2012 9:57 pm
One Way Calling issues have happened before. It is usually a routing issue that only Ooma can or have corrected.

In the past, everyone with One Way Calling issues had to call Ooma Customer Support and report their problem to get it resolved.

Customer Support
Email: support@oomacare.com
Phone: 1-888-711-OOMA (6662)
Monday-Friday 7am-7pm PST
Saturday-Sunday 8am-5pm PST
#92178 by thunderbird
Tue Jan 24, 2012 4:54 pm
Dear Sir,
Lately we have been experiencing one way calling, where the person on the other end of the call can hear us, but we can't hear them. Also we have been experiencing dropped calls. We have our Ooma Telo set to use Built In MAC address and use a static IP address. I have noticed that on the Ooma Forum that serveral other people are having the same problems.
Please make corrections.
Regards,
xxxxxxxxxxx phone xxx-xxx-xxxx

Normally an E-mail is very effective with ooma customer service but...... I was completely Blown Off.

Dear Customer,

Good day! Thank you for contacting Ooma Customer Care!

I apologize for the inconvenience this has caused you. I definitely see that you have invested a lot of time and effort on this issue. We look forward to resolving your question, however, it may be easier to accomplish this over the phone with a live Customer Care agent. Please call our Customer Care Department at your earliest convenience at 1.888.711.6662 Monday - Friday, 7:00 AM - 7:00 PM, or Saturday & Sunday 8:00 AM - 5:00 PM, Pacific Time.

If you have further questions or require additional clarification, please write me back and I will respond to you as quickly as possible, usually the same day. Your satisfaction is important to me, and I will make sure we bring this to resolution consistent with your expectations. If it’s more convenient, you can also visit our support website https://www.ooma.com/support and check out our wide variety of helpful articles that may answer any additional questions that might come up in the future.

Thank you for choosing Ooma! Have a nice day!

Sincerely,

Ooma Customer Care Specialist
https://www.ooma.com/support support@oomacare.com
#92179 by jpmn01
Tue Jan 24, 2012 5:06 pm
Thunderbird,

In your reply, you mentioned "please make corrections". I couldn't quite tell if your posting was a "I understand your pain" response and sharing your problem too, or if you were giving me some instructions. I took your response as a posting of what you have been going through with Ooma support trying to get your problem resolved. --- Oh yes, I get your posting now. The first part of your post was your email to Ooma and the second part was their response. That was about the amount of help I received from them when talked with them over the phone too.

We've basically been without a working home phone for over 36 hours now. Thank goodness for cell phones. With what Thunderbird posted, I don't have high hopes for a proper resolution from Ooma. Still crossing my fingers though.

jpmn01
#92183 by thunderbird
Tue Jan 24, 2012 6:17 pm
jpmn01 wrote:I have comcast internet. System has been working fine for over a year. This issue is brand new and I haven't changed anything on my end.

There have been One Way Calling issues before, and they pop back up every once and a while at Ooma. One Way Calling issues always originate on the Ooma side. So for the Ooma Customer Service agent to completely Blow Me Off like that is just plan laziness on that person’s part. When a request for correction for a One Way Calling issues goes into Ooma Customer Service, the request should be immediately and automatically be upgraded to a higher level of support. Some Ooma manager or supervisor, some where, is miserably failing to do their job.
#92276 by jpmn01
Sat Jan 28, 2012 1:40 pm
It has been over 5 days since my initial call to Ooma support and I have not heard a thing from them. A couple days ago I sent them an email reminding them that their Engineering group was suppose to contact me via email or phone. Since I didn't hear from them after a few days, I sent them the reminder email with my service ticket number so they could reference the issue. They promptly sent a reply email back that I will hear from someone within 24 hours. That was 48 hours ago and still no response from Ooma.

When I first experienced the problem 5 days ago, I did the "unplug for 30 seconds" thing with the Ooma. Typically that would clear up most issues. When that didn't work, I even tried unplugging my cable modem, the Ooma Telo and my wireless router. I plugged them all back in in proper order (cable modem, Ooma, router) waiting for each device to provision itself before plugging in the next one. That didn't solve my problem either. I could still make a call and calls would come in, but I couldn't hear the caller and they couldn't hear me. I also could not get my voicemail to work from the home phone.

I wanted to give Ooma the chance to guide me through this their way, but today I couldn't wait any longer. I decided to try some things on my end. I unplugged everything again and then reconfigured the set up a bit. I put the Ooma behind the router (cable modem, router, Ooma). What do you know...this worked! I don't know why putting the Ooma behind the router would make any difference. To prove to myself that this worked, I set up everything back to the original configuration (cable modem, Ooma, router). Again powering everything down and back up in the right order. The Ooma wouldn't work. I did this back and forth a couple times just to see if something would allow the Ooma to work between the modem and router, but this setup just wouldn't let the Ooma work right. I even took the router out of the picture and just did the cable modem to Ooma. Even that wouldn't work. So , long story short, I have my home phone back, but it is not in the ideal configuration. I would like to have the Ooma between the modem and router for call quality, but this won't work at this time.

Has anyone ran into this or have an idea of why this happening this way? I had not done anything with the devices or wiring before my Ooma stopped working, so I find this issue very strange that the Ooma would stop working when located between the modem and router. I'm still hoping Enineering will get in touch with me so I can run this by them. Maybe they have come across this before.
#92288 by thunderbird
Sat Jan 28, 2012 3:04 pm
I see a few other people are reporting to the Ooma forum that they are having the same problem. It is probably a carrier routing problem.

It seems like the Ooma moderators, that are also Ooma Engineers had been AWOL for some time, at least from the Ooma Forum.

This has helped other people in the past:
Access My Ooma https://my.ooma.com/blacklists and temporarily Disable both black lists, and click o Save.
Next access My Ooma https://my.ooma.com/privacy and temporarily disable Anonymous Call Block and click on Save.
Next remove power from your Ooma Telo for twenty minutes. At the end of the twenty minutes, repower the Ooma Telo. Test using your cell phone to call your Ooma one line number.

Anyone else having this problem should be sure to report your problem to Ooma Customer Service:

Customer Support
Email: support@oomacare.com
Phone: 1-888-711-OOMA (6662)
Monday-Friday 7am-7pm PST
Saturday-Sunday 8am-5pm PST

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