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#74189 by lbmofo
Tue Feb 01, 2011 4:42 pm
My Ooma is solid; works like a champ. Been that way since day 1. So hang in there.

lbmofo wrote:I have 20+ family/friends with Ooma (Telo & Hub) and all of them are enjoying Ooma without any issues (WA, CA). All happy campers.

The problem that you are experiencing maybe carrier and/or geographically dependent. The 20+ folks I reference above are all in Western WA or Southern CA serviced by XO and O1 communications. You can look up your carrier here: http://tnid.org/

Even when folks are seemingly impacted by a known Ooma issue such as this one, I still suggest folks look up this thread and step through it.

lbmofo wrote:Check this thread out about voice quality issues: viewtopic.php?t=10023
#74194 by RLS
Tue Feb 01, 2011 5:27 pm
fyi - tnid info;

tnID Database Record For 503-xxx-1120

Current Telephone Company:
Pacwest

Original Telephone Company:
Qwest Corporation

Original Telephone Company Type:
Regional Bell Operating Company (RBOC)

Estimated City:
Portland

Estimated Region:
Oregon

Estimated Postal Code:
97206

Equipment Location Code:
PTLDOR18DS0
#74195 by RLS
Tue Feb 01, 2011 5:41 pm
I have done the speedtest about a dozen times. Every time I call technical support they give me the same drill, speedtest, pingtest, move the Ooma box infront of the modem, have it behind the modem, change the Ooma settings check the this and check that. All to no avail. That is not to say the some settings may make it perform better in some cases, just that a consumer shouldn't have to be a telecommunications specialist just to make a call. I have Comcast with power boost. I get anywhere from 61mbps to 20mbps download depending on the time of day and internet traffic. The up load ranges from 6mbps to 4mbps. All the other tests come out better than okay. It is definately an Ooma issue. They have not been any help what so ever, other than the fact that they keep trying the same solutions over and over. I have give up on calling them. :|

lbmofo, It is good to hear the you and your friends are happy the gives me hope. Your support information in the link above is too detailed for me to follow. I am not even going to try becasue I am convinced that it is a Ooma issue. Thanks for the link all the same. :)
#74196 by lbmofo
Tue Feb 01, 2011 5:48 pm
Thanks RLS. I've added Pac-West to the "Ooma Carriers" post of mine :) viewtopic.php?t=9954

For future reference though when voice quality isn't very good, the VoIP quality test comes in handy (this will tell you if your modem is going belly up):

http://www.whichvoip.com/voip/speed_test/ppspeed.html

Note: check the "Advanced" tab

murphy wrote:Jitter should be less than 5 ms.
Packet loss should be 0.
Download and upload QOS should be at least 70%.
Maximum TCP delay should be under 100 ms.
#74235 by RLS
Wed Feb 02, 2011 9:05 am
Although I have passed this test before, I did not post the info. I will try the test several times today to see if the measurements change throughout the day. Here are the results from moments ago.


VoIP test statistics
--------------------
Jitter: you --> server: 0.5 ms
Jitter: server --> you: 0.7 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 4.2

Speed test statistics
---------------------
Download speed: 14360808 bps
Upload speed: 8984328 bps
Download quality of service: 59 %
Upload quality of service: 94 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 66 ms
Average download pause: 1 ms
Minimum round trip time to server: 33 ms
Average round trip time to server: 34 ms
Estimated download bandwidth: 43200000bps
Route concurrency: 3.0081873
Download TCP forced idle: 64 %
Maximum route speed: 15887272bps
#74237 by RLS
Wed Feb 02, 2011 9:19 am
FYI: I was using Comcast's phone service before I bought the Ooma. I never had any problems with the Comcast service (other than the price). Their service ran throught he same connection and phone system as I am using now. I even upgraded my modem and purchased/installed a Motorola Surfboard SB6120 after experiencing some Ooma issues early on thinking that a better modem may help. It did signifiantly improve my LAN's performance since it was upgraded to 1Gb already. However the Ooma box is not 1Gb throughput so as far as I can tell it didn't have any effect on the Ooma performance since I am still having issues.
#74246 by Rachel23
Wed Feb 02, 2011 10:04 am
My local calls are now going through without difficulty. Ooma customer support e-mailed me that they had worked on this issue and asked me to test calls without using the *99+number workaround. I am happy to report it is fixed at least for me, hopefully others as well :)
#74248 by thunderbird
Wed Feb 02, 2011 10:42 am
Rachel23 wrote:My local calls are now going through without difficulty. Ooma customer support e-mailed me that they had worked on this issue and asked me to test calls without using the *99+number workaround. I am happy to report it is fixed at least for me, hopefully others as well :)


Rachel23 - Ooma must have fixed your problem by connecting your phone number to a working part of the Ooma servers. But to do so, they had to assign the defective part of the Ooma servers to someone else. Guess who they assigned the defective part of the server too? :shock: :o

Yes today we now have to dial *99 now to make out going calls. :cry:

I just wish that Ooma would have assigned lbmofo's phone lines, and not mine, to the defective part of the Ooma servers. :o :D :|
#74250 by Rachel23
Wed Feb 02, 2011 10:54 am
Hi Thunderbird - sorry to hear! It took three replies back and forth on my incident ticket with lists of recent called numbers, time/date called, and nature of the problem with each call. Have you you done some of this? (forgive me if it is noted elsewhere in your posts) I sure hope I do not have to do this again anytime soon. I have to say, emailing customer support, while it took longer to get a response, was easier than the phone calls to CS since I could just write it all down and not have to be on the phone. Make a call to a movie theater line or other place with a long message to test your call and you won't have to feel dumb since no live person - then if it not working, update your incident emails. They do get back to you - at least I hope you get the same good outcome soon!
#74252 by thunderbird
Wed Feb 02, 2011 11:02 am
Rachel23:

I am doing some testing with Ooma for another problem. So I will add this problem along with an echo/delay problem that just started yesterday, in my regular report later this afternoon.

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