Number called sees correct caller ID but but can't answer

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angleco
Posts: 1
Joined: Thu Aug 19, 2010 6:50 am

Number called sees correct caller ID but but can't answer

Post by angleco » Thu Aug 19, 2010 7:02 am

Just installed and setup Ooma Telo over the last few days. Seems to work well except....
When my wife calls me at work on the Ooma, it rings on my office phone (an avaya system), I see the correct caller ID but when I pick it up there is just silence. My wife says on her end, she hears the phone keep ringing but no answer. Any ideas?

It works fine when she calls other numbers (including my cell).

Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

Re: Number called sees correct caller ID but but can't answer

Post by Groundhound » Thu Aug 19, 2010 7:53 am

Probably a routing issue from Ooma to your office phone provider, and likely something you would need to report to customer service to resolve.

etcetera
Posts: 1
Joined: Thu Aug 19, 2010 5:45 pm

Re: Number called sees correct caller ID but but can't answer

Post by etcetera » Thu Aug 19, 2010 5:50 pm

Same thing here. We've had Ooma for awhile, and just started seeing this with outgoing calls to a few numbers this week. Everything works fine when calling our cell phones. But when we call some landlines we hear ringing, the other end picks up and hears silence, and we continue to hear ringing.

DeadSerious
Posts: 3
Joined: Wed Aug 18, 2010 4:52 pm

Re: Number called sees correct caller ID but but can't answer

Post by DeadSerious » Mon Aug 23, 2010 7:24 pm

Same here. Dealt with customer support a few times, but getting a lot of useless "are you sure your internet connection is working?" kinds of solutions. I pointed out (for the second time) that I was talking to them using the service, so...yes, it's working. Later they asked me to reboot it. "Ummm...won't that disconnect us?"

The worst part is that I'm seeing more and more people complain about this very issue on these boards, and when talking to tech support, they don't seem to acknowledge it. The tech support is NOT inspiring confidence in the product. I bought a couple of these for various family members, but I'm thinking that they're going back. I need a reliable connection. Maybe this is an unusual event, but I only had mine hooked up for two days before this happened, so that's MY experience with it. I don't know. I can deal with poor tech support when the product is reliable, and I can deal with an unreliable product if there's solid support behind it. This seems to be a double whammy.

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lbmofo
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Joined: Sun Mar 14, 2010 7:37 pm
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Re: Number called sees correct caller ID but but can't answer

Post by lbmofo » Mon Aug 23, 2010 7:35 pm

Is getting a new ooma number an option? If so, that would be the fastest way out of your situation; ask CS to assign a new number to replace your problematic number. Otherwise, have to log date/time/number and report back to one of the mods here to have them investigate.
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