Outgoing Calls Issue

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gabs14
Posts: 7
Joined: Sat Feb 20, 2010 12:57 pm

Outgoing Calls Issue

Post by gabs14 » Sun Feb 21, 2010 10:54 am

Need urgent help. Ooma can't make outgoing calls but can receive incoming call since Feb 16. No changes was made on internet provide prior the problem occur. Already called ooma CS and we did already the following and it still not working.

Problem: Once you dial he number to call, the ooma "1" and "2" blink alternately and you will only hear the dial tone.

Action taken:
1. Reset ooma many times
2. Reboot the modem
3. Called internet provider to open several ports (UDP & TCP)
4. Repeat 1&2 on the next ooma CS call

Hope anyone who has an experience on this issue, please advise the solution for this. Thanks in advance.

murphy
Posts: 7240
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Outgoing Calls Issue

Post by murphy » Sun Feb 21, 2010 11:31 am

gabs14 wrote:Need urgent help. Ooma can't make outgoing calls but can receive incoming call since Feb 16. No changes was made on internet provide prior the problem occur. Already called ooma CS and we did already the following and it still not working.

Problem: Once you dial he number to call, the ooma "1" and "2" blink alternately and you will only hear the dial tone.

Action taken:
1. Reset ooma many times
2. Reboot the modem
3. Called internet provider to open several ports (UDP & TCP)
4. Repeat 1&2 on the next ooma CS call

Hope anyone who has an experience on this issue, please advise the solution for this. Thanks in advance.
You need to provide your configuration in detail for any of to be able to help you.
ISP? DSL, cable, FIOS
Hub or Telo?
Connection order of modem, ooma, router
integrated land line or not?
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

amoney
Posts: 586
Joined: Tue Dec 22, 2009 9:43 pm

Re: Outgoing Calls Issue

Post by amoney » Sun Feb 21, 2010 11:37 am

Since it appears it is a call failure due to Ooma VOIP either their backend or the Ooma box (most likely).

Your going to have to keep call Ooma and push for them to resolve, even exchange the Ooma box.
Comcast > Telo > WRT54G

gabs14
Posts: 7
Joined: Sat Feb 20, 2010 12:57 pm

Re: Outgoing Calls Issue

Post by gabs14 » Sun Feb 21, 2010 11:47 pm

Hi Murphy,

Here are my answers? Appreciate your quick response. Thanks.

1. ISP? DSL, cable, FIOS - ATT DSL
2. Hub or Telo? - Hub
3. Connection order of modem, ooma, router - Modem/Router, ooma
4. integrated land line or not? - No intergrated land line

gabs14
Posts: 7
Joined: Sat Feb 20, 2010 12:57 pm

Re: Outgoing Calls Issue

Post by gabs14 » Sun Feb 21, 2010 11:49 pm

Hi Amoney,

My ooma hub was bought last Sept 2009 and still under warranty for a year. Do I need to ask Amazon to replace this or should be directly to ooma? Please advise. Thanks.

murphy
Posts: 7240
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Outgoing Calls Issue

Post by murphy » Mon Feb 22, 2010 4:04 am

gabs14 wrote:Hi Murphy,

Here are my answers? Appreciate your quick response. Thanks.

1. ISP? DSL, cable, FIOS - ATT DSL
2. Hub or Telo? - Hub
3. Connection order of modem, ooma, router - Modem/Router, ooma
4. integrated land line or not? - No intergrated land line
If you push the Play button, do you get to your voice mail?
Are you dialing 10 or 7 digits?
Do you have 10 digit dialing enabled?
Are your DSL credentials entered into your DSL modem?
Is the hub configured for DHCP access?
Is the hub configured to use the built-in MAC address?
Are you using a scout?
Are you feeding the hub phone line into your wall wiring?
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

amoney
Posts: 586
Joined: Tue Dec 22, 2009 9:43 pm

Re: Outgoing Calls Issue

Post by amoney » Mon Feb 22, 2010 5:15 am

gabs14 wrote:Hi Amoney,

My ooma hub was bought last Sept 2009 and still under warranty for a year. Do I need to ask Amazon to replace this or should be directly to ooma? Please advise. Thanks.
Amazon is great but its past the return date, Ooma would have to handle that.

Back tracking here...

Have you tried to use another phone, perhaps corded directly attached to the Ooma box.

Have you tried to factory reset your modem/router (after it restarts you may have to reenter your DSL account info such as primary email account and password).

Or you can take the Ooma box to a friend/neighbor house and test.
Comcast > Telo > WRT54G

gabs14
Posts: 7
Joined: Sat Feb 20, 2010 12:57 pm

Re: Outgoing Calls Issue

Post by gabs14 » Mon Feb 22, 2010 2:33 pm

[quote="murphy"][quote="gabs14"]Hi Murphy,

Here are my answers? Appreciate your quick response. Thanks.

1. If you push the Play button, do you get to your voice mail?
>> Yes. This is because I have no issue on receiving a call.
2. Are you dialing 10 or 7 digits?
>> 10digits. No set-up change before problem occur.
3. Do you have 10 digit dialing enabled?
>> Yes.
4. Are your DSL credentials entered into your DSL modem?
>> What are the DSL credentials? I only open some ports TCP and UDP as required by Ooma customer service.
5. Is the hub configured for DHCP access?
>> How do I know of ooma hub is confogured for DHCP access?
6. Is the hub configured to use the built-in MAC address?
>> How do I know if my hub is configure to use built-in MAC address?
7. Are you using a scout?
>> No.
8. Are you feeding the hub phone line into your wall wiring?
>> No. The hub is connected in the internet modem only.

Please advise. Thanks again.

gabs14
Posts: 7
Joined: Sat Feb 20, 2010 12:57 pm

Re: Outgoing Calls Issue

Post by gabs14 » Mon Feb 22, 2010 2:44 pm

Hi Amoney,

See my resposne below:

Amazon is great but its past the return date, Ooma would have to handle that.
>> Thanks.

Back tracking here...

Have you tried to use another phone, perhaps corded directly attached to the Ooma box.
>> Yes. Same issue.
Have you tried to factory reset your modem/router (after it restarts you may have to reenter your DSL account info such as primary email account and password).
>> Yes. Same issue.
Or you can take the Ooma box to a friend/neighbor house and test.
>> Yes. Same issue.

murphy
Posts: 7240
Joined: Tue Jan 27, 2009 12:49 pm
Location: Pennsylvania

Re: Outgoing Calls Issue

Post by murphy » Mon Feb 22, 2010 2:48 pm

Most DSL accounts have a user ID and a password. That data can be supplied by the modem, by ooma, by the router, or by a computer. The best place for them is in the DSL modem.

Connect a computer to the Home port of the hub and then go to http://setup.ooma.com

On the network page you will find the answers to my questions.
While you are there change Network Connection from automatic to DHCP.

Click the radio button for Use Built in MAC and then click update.

Power cycle your DSL modem.
Customer since January 2009
Telo with 2 Handsets, a Linx, and a Safety Phone
Telo2 with 2 Handsets and a Linx

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