Problems using My Ooma? Ideas on how we can make it better? You’ve come to the right place.
#60768 by outfitter
Tue Jul 27, 2010 4:37 am
I am an International Bundle subscriber whose international calls are being cut off by a message saying something to the effect that I "have zero dollars, goodbye". So far this has only happened with calls to France, but I have plenty of minutes left on my bundle and I am not calling a mobile phone. Maybe Ooma's software isn't very good at distinguishing and metering out paid-in minutes from bundled minutes but it certainly is annoying and embarrassing. Another possibility is that Ooma isn't compatible with the French telephone system or its payment regime. In any event I now hesitate to use Ooma for international calls because it makes me look bad - exactly the opposite effect I had intended in purchasing Ooma; the ability to make inexpensive international calls sold Ooma to me as it increased my international presence.

A plus has been easy access to Ooma technical support via telephone and email but a negative has been the fact that the problem isn't turned over to senior technical people when the person on the other end (sometimes difficult to understand because of a Russian-like accent) doesn't know the answer. The result is I get "handled" rather than getting answers. Keeping a log of calls that are cut off not only doesn't solve the problem but frankly its not my job - I'm supposed to be making calls not joining Ooma's QC program.

Microsoft and others are very good at passing you up to a senior engineer who stays with you until the problem is solved. Must be expensive but it is effective.
#60789 by lbmofo
Tue Jul 27, 2010 10:39 am
Tried putting in $10 in prepaid account? If really not mobile, then you shouldn't be charged.
#60797 by outfitter
Tue Jul 27, 2010 12:18 pm
I'll give that a try - thanks I should not be charged but of course I shouldn't havethe problem either, but a good work around is better than being right and not getting rid of the problem.
#60844 by outfitter
Wed Jul 28, 2010 6:25 am
Well I put $10 in the paid in account and called France today. First attempt got message accurately announcing the paid in balance and the minutes left in the bundle and then said "goodbye" and cut off the call. Second attempt to that number worked.

Obviously this is an Ooma problem and for me ruins one of the major advantages of Ooma.
#62697 by noltian
Fri Aug 20, 2010 8:00 am
Obviously it's OOMA's issue. They can't see the difference which call is eligible for bundle and which call should be applied to prepaid. I purchased the bundle plan and OOMA still charges me to prepaid acocunt. Also their announcement for remaining is alwasy for prepaid account.

When I e-mailed OOMA, they say I need to calculate the minuts with calculators. It sounds to me that's what they do with bundle plan. pencil and a calculator to see which calls are for bundle plan. Good luch using the plan.

I am also told the plan re-starts every 1st of the month no matter when you purchase. I am not purchasing this plan again until they fixt issues. It's total waste of money and even insulting to customers.
#66812 by lbmofo
Wed Oct 13, 2010 11:39 am
noltian wrote:They can't see the difference which call is eligible for bundle and which call should be applied to prepaid. I purchased the bundle plan and OOMA still charges me to prepaid acocunt.

Any minutes included in a bundle should reflect $0 charge in prepaid activity.

noltian wrote:I am also told the plan re-starts every 1st of the month no matter when you purchase. I am not purchasing this plan again until they fixt issues. It's total waste of money and even insulting to customers.

You were told wrong. You have your own billing cycle that starts when you sign up to an international bundle: viewtopic.php?f=6&t=9033#p63245

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