Problems using My Ooma? Ideas on how we can make it better? You’ve come to the right place.
#88618 by vrpirata
Wed Oct 19, 2011 7:31 pm
First of all, this is a problem my sister is experiencing. I personally have been a happy Ooma customer for several months already. I recommended the service to my sister and help her set it up, she also ported her old number. We both use the same internet provider (Time Warner Cable road runner with plenty of speed).

Now the problem: During a call, the system seems to be switching between lines on its own, she has to press "Flash" to be able to continue, but after about 30 seconds, the system switches again and she has to press flash again. It happen regardless of of whom started the call. Few minutes ago I was talking to her (ooma to ooma call) and her issue was always there (pressing flash almost every 30 seconds, sometimes longer, sometimes shorter). She already tried a different headset. She had an brand new Panasonic wireless phone, but she already tried an old phone and had the same issue.

One more piece of information, the Ooma Telo is connected directly to the Cable Modem. Then the wireless router is connected to the Ooma Telo.

She bought the Ooma telo a month ago, but didn't test it because she was waiting for her old number to be ported. Now she has been struggling with this problem for about a week. Help!
#88623 by thunderbird
Wed Oct 19, 2011 10:02 pm
vrpirata:
First have your sister do the following:
Power off the Ooma device for 20 minutes. This allows time for the Ooma servers to reload/reset your Ooma profile/the Ooma Tunnel. Then repower the Ooma device and test.


Next try a completely different phone connected to the Ooma Telo Home port and test.


Next try this, Ooma Telo Factory Reset:
Dial *#*#099 on the phone attached to Telo to issue a factory reset.
A recording will come on the line and ask if you really want to do a factory reset. Press 1 for yes, and press 2 or hang up for no. After pressing 1, you will hear a busy signal. After hanging up, the number 1 light stays lit yellow on the face of the Ooma Telo. After a short period of time, only the number 1 & 2 lights remain lit blue. Then after more time, the Ooma Telo goes into the boot sequence, and comes back on line. If you are using an Ooma Wi-Fi dongle, you have to access Ooma Setup and rescan for the Wi-Fi network before a Wi-Fi connection can be made. The same is true for DSL, if you have to enter Connection type PPoE and a Name and Password for the Internet provider connection. You will have to reset MAC address to Use Built In, reset your Quality of Service Upstream/Downstream Internet Speed settings, and Bluetooth settings if you are using Ooma’s USB Bluetooth dongle.

Sometimes the *#*#099 command has to be issued three or four times, before the factory reset sequence starts and is completed.



Next if it continues to switch Lines try this:
To help stabilize your Ooma Internet connection turn off MAC address Spoofing by doing the following:
If your Ooma device is connected Modem-Ooma-Router, access your Ooma Setup pages by typing http://172.27.35.1 in your computer browser window. The Ooma Setup pages open. Click on Internet, go down to INTERNET Port MAC Address: and change setting from Automatic to Use Built In. Click on Update device. Remove power from your Modem and the Ooma Device. Repower the Modem. When the Modem is done booting repower your Ooma device.

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