Beowoof wrote:Vonage provides a service called "Network Availability Number" that can be used in the event of an internet outage. I don't know how this works technically, but it would be helpful if ooma could provide a similar capability.
From Vonage's site: http://www.vonage.com/support.php?article=275
Internet Service Provider Outage
When there is a disruption of service in your broadband Internet Service, Vonage also offers the free option of having a Network Availability Number®. Now you don't have to be inconvenienced if your Internet connection fails. Your calls will be automatically forwarded to the phone number of your choice in the event your Internet connection is disrupted or your telephone adapter is disconnected.
How do I use the Network Availability Number Feature?
The Network Availability Number serves as your "safety net." In the event that your Internet connection is disrupted, calls will automatically be forwarded to the number of your choice. If enabled, calls to your Vonage number will automatically ring at your Network Availability Number.
Of course there are outages on many internet services, but I am surprised at the lack of redundancy with Ooma here. Just because there is a local internet outage, doesnt' mean that Oomas ENTIRE network should go down. Local internet outages are fairly common, and a company needs to have a network that can work around that.
It's just one of those things that happens, companies can't control everything no matter how many safe guards are taken.
Responsive and quick, yes. But I still had outages of 1-2 days with expensive, reliable, AT&T.
I agree that Ooma is a good value, and it's has great pricing. But if it wants to be treated seriously and succeed in this business it needs to have a better distributed network that can stay up and serve customers when local problems arise.
Simply sitting back and saying -- oops bad luck that there was an internet outage in Silicon Valley! better luck next time! isn't doing Ooma any favors. They need to hear loud and clear that they need to fix this in order to succeed in business.
I want Ooma to succeed so I can continue to get this good call quality, great features and price. Ooma is not getting good press from this, it looks bad. And it is going to keep them from getting new customers. It also will keep the gadget gurus in the press from recommending the service, which is one of the best ways to get new customers. Ooma needs a constant influx of customers as this stage in the company to succeed.
A single point of failure took most of it out.
Rare? Yes. It's certainly not even close to typical, but nothing is impervious to wide spread outages.
But I totally get your point and I don't disagree. And thankfully Ooms is not saying "oops bad luck that there was an internet outage in Silicon Valley! better luck next time!" They are saying the opposite, that this exposes some serious weaknesses in the system that they will address.
I think this outage happened a little too easily, which no doubt the point here.
I'm concerned about the perception. Just the one outage has had every Tom, Dick, and Harry comment about how unreliable Ooma is and this does damage to subscriber growth. No subscriber growth, no Ooma, and we're back to paying Vonage, AT&T, or whoever our $25-$50 per month for service that I think is no more reliable.
I think Ooma started with one data center and as subscribers have grown they just haven't yet gotten in to the next phase of secondary or redundant data centers. Literally a growing pain issue.
It's services is obviously not enough for a phone company today, going back to the thread title.
If Ooma's response was "that's the way it'll be, live with it" I'd be done. I'd go back to paid service and wouldn't recommend it to anyone.