Voicemails Not Accessible/Calls not logged

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java007md
Posts: 12
Joined: Fri Dec 18, 2009 1:33 pm

Voicemails Not Accessible/Calls not logged

Post by java007md » Sat Mar 12, 2011 7:32 am

The call log is not showing calls received this morning and voice mail messages are not accessible via the phone or web interface. Calling from the home phone to the home number (i.e., accessing voicemail), gets me into the voicemail system, however pressing "1" kicks me out of the voicemail system and gives a dialtone instead of playing messages.

Are these lost?

Any estimated time to address the problem?

murphy
Posts: 7166
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Voicemails Not Accessible/Calls not logged

Post by murphy » Sat Mar 12, 2011 7:47 am

It's not a global problem. My system is working just fine.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

java007md
Posts: 12
Joined: Fri Dec 18, 2009 1:33 pm

Re: Voicemails Not Accessible/Calls not logged

Post by java007md » Sat Mar 12, 2011 12:28 pm

Thanks. Emailed support a few hours ago; no response. Problem remains.

java007md
Posts: 12
Joined: Fri Dec 18, 2009 1:33 pm

Re: Voicemails Not Accessible/Calls not logged

Post by java007md » Sat Mar 12, 2011 1:10 pm

Just closing the loop (for now). Spoke with ooma CSR. Issue appears to be voicemail provisioning problem with my account specifically. Escalated to engineering for further investigation on Monday. CSR did the best she could I think. Still a little frustrating.

java007md
Posts: 12
Joined: Fri Dec 18, 2009 1:33 pm

Re: Voicemails Not Accessible/Calls not logged

Post by java007md » Mon Mar 14, 2011 4:21 pm

Still no voicemail. No return call from from the engineering level. I called customer support again and was told that it can take 24-48 hours for a return call. Of course I started the 24-48 hour clock from the time I called ooma (Saturday afternoon); ooma probably started the clock at the start of business on Monday.

I did receive a survey request from ooma via email.

java007md
Posts: 12
Joined: Fri Dec 18, 2009 1:33 pm

Re: Voicemails Not Accessible/Calls not logged

Post by java007md » Sun Mar 20, 2011 9:45 am

Update - on Friday, ooma acknowledged the voicemail problem is on their end, reportedly due to a problem with mailbox migration to a new server. My account is one of those impacted. Not sure how many others are experiencing the problem. Voicemail has been down for over a week now (for my account). Calls are now being logged correctly.

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