On July 2, 2009 I called into service to report a problem I was having with the lounge. For some reason I was suddenly unable to access the account page, which returned an HTTP 500 Internal Server Error. Also, I was unable to view the call logs page. When I tried to goto call logs, I would get logged out of the lounge. Therefore, I was unable to change any of my account information (password, address, etc...) and was unable to view call logs and utilize the the Blacklist feature (at least conveniently).
After TWO MONTHS and several calls into ooma support,the issues had not been resolved. Finally after nearly two months, service managed to escalate my ticket to engineering and apparently the cause was found and I was told a fix was made on August 28th. I was then informed that I had to wait for the fix to be pushed to production. That was Sept 8th. It's now Sept 26th and the fix has not been applied so still having the same issues.
I purchased Premier primarily for the Blacklist feature. I have not been able to use it or view my call logs for nearly 3 months. Blacklist is working, in that it is blocking calls that I had told it to prior to the problem and I know that I can manually enter #s to blacklist if I really need to. But, I think it's also fair to say that I'm not really getting what I paid for.
I think I've been understanding and patient in waiting for this to be resolved. Right now service can't tell me when the fix will be pushed to production and they have also told me that they are powerless to escalate the issue high enough to get it resolved. So I'm left with posting to forums.
I have to say that I absolutely love ooma! The quality of the phone service has been well above my expectations from when I bought it. I'm not going to dump ooma because of these couple problems. I just wish it could get resolved, someday.
To be honest, it's really not that big of a deal for me. I don't get that many telemarketing like calls anymore so there's not much of a need for me to be fiddling with my blacklist. It just bothers me that I've paid for something that doesn't work; and that I can't get it fixed within a reasonable time period (which should be something less than 3 months). I also got the impression that my problem would have never been looked at had I had not continued to call in to inquire.
Anyway, that's the deal. Thought someone might find it interesting.
Me too, but nope.bw1 wrote:Hopefully, this is now fixed with the new website update.
ooma - please fix this frickin' problem!!!
Actually, I can now see my call logs, so that is an improvement. But...
The very serious problem now is that my service address for 911 is now blank and the web page form, as it is designed, does not allow me to enter my address accurately. So I will assume that if someone calls 911 from my house, the responder will not know where the call is coming from. I hope that ooma would consider this a serious problem!!!
Again, the root of the problem is my address - it looks something like N12W34567 Meadow Ln, City, State, zip. The web page form simply does not allow me to enter this address. I have never seen a web site with such a controlled method of entering an address. If I try to improvise and enter N12W34567 into the Street Number field, I get an HTTP 500 server exception.
What does it take to get this fixed??? I don't want to call support again just to get connected to someone overseas just to have them file a ticket just to have engineering ignore it!
Anyone have any suggestions on how to get this resolved? Who to write? Who to call? Am I doing something wrong? I guess I'll be forced to call support again. Crap!
Thanks for reading my rant.
It sounds like your county did the same thing as mine years ago. I live in Mason County, Washington. They divided up the county in a grid and used the identifier E, N, W, S before the address, then they also used another identifier to say if the address was E, N, W, or S of its starting point. Wisely, they used the actual mileage from the starting point as the address. My address was E 3300 S Island Drive, meaning it was in the Eastern part of the county, South of the starting point, and 3.3 miles from 0. There was no mailing program, including that used by the US Post Office, that could handle the E in front of the number. Now the county uses 3300 E South yada yada. I wonder if you were to convert the entry to that format if it would work. It did for me.tailwheel wrote: To make a long story long... I live in an area that uses a N/S, E/W street numbering scheme. My address is something like N10 W23588 Clover Lane, etc.
And for those concerned, I know that there are risks to giving my real address but the county just mandated a 50+ gallon recycle bin that costs me $10 per month. I might as well fill it up with junk mail and get my money's worth.
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Actually just realized that I'm unable to enter anything for a service address. Trying to save any address causes an HTTP 500 server error. Well, I hope I don't have a heart attack while this is being fixed. I might be SOL waiting for an ambulance.tailwheel wrote:If I try to improvise and enter N12W34567 into the Street Number field, I get an HTTP 500 server exception.
The new page 'forced' me into a lot of things but I could put my actual address in it sucessfully. As far as the other coordinate I used the Apt/Unit number for 20W which is the second part of the necessary emergency address.
As a side note, this just happened to my son who has Vonage. He came home to find his wife on the floor with the phone next to her. She had dialed 911 for help and then went unconscious. The person on the phone was desperately talking and when he picked it up. It was the 911 operator asking if they lived near some lake? No they don't and there were two streets in the same basic area with the same name. The ambulance could not find her. She suffered a brain Aneurysm and if he had not walked in to direct traffic she would not be here.
I don't know anything about Vonage but I did tell them to get back in there and make sure their address had both directional coordinates in it.
The Ooma page bothered me but the new one has a better way of getting it in there but I do wish there was two address lines and not so many pull-down only choices. I did dial the local police station when I first got the hub and they did verify they could find me but.... they did tell me to always report my ported number. She could see both numbers apparently and told me to use the regular one for some reason which I did not understand.
The address pages are obviously still the same so I still had to try a few things to get my address entered and accepted. What I finally did was enter part of the street number in the Street Name field. So if my address is N10W12345 Clover Lane, I put "10" in the Street Number field, "North" in the Prefix field, and "W12345 Clover" in the Street Name field. It was accepted and I would think this should work. But, I will probably call 911 sometime to verify they can find me.
Interesting, I originally (back 3 months ago) did the same thing you did by entering the W part of the street number in the Apartment/Unit ID field. After a few weeks, I got a call from ooma telling me that my service address was invalid and unless I changed it, they would discontinue my phone service. Must be a 911 liability thing for for them.