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#53565 by kl32n
Wed Apr 21, 2010 9:52 pm
Following is what I've got. The email support IS fee and very prompt. I think I am happy with ooma so far and probably will certainly make the switch. And though I think their plan is reasonable and once the Telo is up and running, one probably does not need a tech support, i still suggested in a reply that ooma should provide 2-3 free calls of tech support in their future plan.

The reply:

Great question with respect to Ooma Care Support. Because we recently launched the Telo product and handset, we are not currently charging for Ooma Care Support, we are offering free phone support to all customers.

However, we will be implementing this change in the next quarter more than likely. We will more than likely continue offering free phone support during the first 30-60 days of activating the device, and if a customer has Ooma Premier, the thought is that phone support will be included in the Premier package as well.

Non-premier customers will have the ability to pay for the incident-based support model and will also have email support, but we have not finalized the exact details around the pay-for support model but this is the current plan.

Hope this helps, but let me know if you need additional information and I'd be glad to assist.
#53754 by richalger
Fri Apr 23, 2010 11:32 pm
We just finished a port from our land line about a week ago. The only issue I needed direct support with was a few phone numbers that could not call us. I got a person right away when I called the Ooma support phone number. That being said I think it was the complaint of my sister in law to Cox Communications that cleared up the problem. Ooma was very responsive though. They followed up twice by email. They did not, however, confirm that they fixed the problem or if Cox did.

I have fixed the following problems by looking though this forum and other documentation.

1 - I changed to Fax mode to avoid humming. Once they have worked out the sound improvements I will try again.
2 - I switched to 10 digit dialing so that we could use our caller-id to call back.
3 - Today I disconnected my house from the Cox wires. I now have use of my home jacks. This lets us see the flashing on the phone bases when there is a voice mail. Before all our cordless bases were in our office where the Telo is.

We are over 7 days without paying nearly $38 dollars a month. It feels so freeing.
#53797 by lbmofo
Sat Apr 24, 2010 2:28 pm
That's wonderful. BTW, the call routing issue, if selective and especially if from callers who use your ex-carrier, it would ex-carrier's problem vs ooma's.
#53938 by richalger
Mon Apr 26, 2010 11:29 am
Yes, I figured it was our ex-carrier, Cox. I did call Cox but they did not help me since I was no longer a phone customer. You would think they would try. I still use them for Internet access. It was on these forums that I got the idea to have my friend call and file a complaint with Cox.

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