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#65761 by Customer
Wed Sep 29, 2010 9:35 am
I'm a premiere customer and purchased the INTL bundle, I also have some prepaid money in my account, now whenever I make an INTL call, it consumes BOTH my INTL minutes as well as my prepaid credit. Contacted support@oomacare.com 5 or 6 times, also call them 4 times, was told "this task was assigned to a specific agent and we don't have any estimated time frame. today is the 7th day on this problem, no progress. Both CS71035 & CS71202 are pending there for no clear reasons.

Also, in the last few days, I had a lot of disconnected INTL calls, routing issue (can not make outgoing INTL calls), echo issue (was able to clearly hear my own talk).
#65784 by Customer
Wed Sep 29, 2010 12:37 pm
lbmofo wrote:Strange bug.

The destinations are within the 70 countries right? https://www.ooma.com/products/internatio ... #countries


Yes, was calling to Taiwan which is one of the 70 listed countries.

As I'm a premiere customer, when I paid $9.99, it comes with 1000 minutes plus bulk rates, what if I used up 1000 minutes in the middle of the month, do I still get bulk rates for the rest of the month?
#65785 by lbmofo
Wed Sep 29, 2010 12:45 pm
The short answer on the bulk rate is yes. You will get bulk rate beyond 1000 min as well.

viewtopic.php?f=6&t=9033&start=0

As for the bug you are experiencing, calls to Taiwan landlines should not burn your prepaid balance. Only Taiwan mobile numbers will.
#66099 by Customer
Mon Oct 04, 2010 10:16 am
lbmofo wrote:The short answer on the bulk rate is yes. You will get bulk rate beyond 1000 min as well.

viewtopic.php?f=6&t=9033&start=0

As for the bug you are experiencing, calls to Taiwan landlines should not burn your prepaid balance. Only Taiwan mobile numbers will.


Ok, I'm clear about the rule for 1000 minuntes now, but it should be $9.99 as advertised, I was charge $11.79 for that, what happened?

Also, the INTL calls are terribly unstable, typically if I need to have a one-hour conversation, I will have to make 5 or 6 calls, as each call can't last too long. one of the following problems can kill the call:
1. routing issue, after dialing the number, it rings once and get disconnected immediately, or, sometimes I need to wait for 40 seconds to hear the ringing.
2. the other side (Taiwan) can't hear me all of a sudden, it may or may not come back, I have to call again
3. loud echo of my own voice
4. the call simply gets cut off all of a sudden.

This has been happening EVERYDAY in the last 3 weeks, when you are into a conversation, this is very frustrating, especially when I re-dialed, I could never get re-connected right away, it takes another 3 or 4 attempts, sometimes I have to re-dial 10 to 20 times for a one hour conversation, many unsuccessful calls are not recorded in the log, the server is obviously slow. I remember everything was ok at the beginning of September. I've been having stable Internet connection, what's wrong here? if ooma gets too many customers without expanding their bandwidth, this is not acceptable, at least I have stopped recommending my friends use ooma while I see more and more ooma ads everywhere.

I hope the head person of ooma can look into this issue seriously. Word of mouth can easily kill ooma's business.
#66110 by lbmofo
Mon Oct 04, 2010 1:48 pm
$11.79 is because of the 18% FUSF tax.

As for the unstable nature of your calls, is that when you call wihtin US too or just calling Taiwan?

A number of my friends and myself are not having any issues calling Taiwan. Whether dialing Taiwan or within US, may want to jot down number, time and start logging problematic calls and report to technical support for investigation.
#66163 by Customer
Tue Oct 05, 2010 10:02 am
lbmofo wrote:$11.79 is because of the 18% FUSF tax.

As for the unstable nature of your calls, is that when you call wihtin US too or just calling Taiwan?

A number of my friends and myself are not having any issues calling Taiwan. Whether dialing Taiwan or within US, may want to jot down number, time and start logging problematic calls and report to technical support for investigation.


no, I have no problem with domestic calls.

it's hard for me to believe you and your friends had no problems calling TWN, i got problem pretty much everyday, what area code in TW did you dial? are those calls recent? as mentioned, I didn't have any problem at the beginning of Sept. then there was some routing issue for about 2 days (could not make INTL calls to TW at all on those 2 days), after it's fixed, I started having problem everyday. if you did a replacement for your TWN routing, I don't think the new one is any reliable at all. do not use cheap carriers, what you lose will be greater than what you gain.

Also, made two calls last night to Vancouver, first one was all static (louder than the voice from the other side. so I re-dialed, the 2nd call I could hear my own voice. I got very tired of re-dialing these days, as long as we can understand each other's talk, I try to live with it. again, I tested my Internet connection, it's been stable.

This is also a caveat to people who haven't purchased this service. unless I see any improvement from ooma tech support, I'll let you know here. otherwise, I wouldn't recommend ooma.
#66181 by lbmofo
Tue Oct 05, 2010 1:28 pm
I ping'ed my friends. No one is reporting major issues with calling Taiwan; one friend mentioned that occasionally there maybe audio quality or connection issues ("circuit busy, try again later"); she said that it is so rare that she doesn't even remember if the message was in English or Mandarin.

Not sure why your experience would be totally different than mine and friends in the Seattle area but here are some example logs:

From 1 log:
Code: Select all+886-4235xxxxx  Taiwan  Yesterday 06:39 PM  0:07 2.3¢ 
+886-523xxxxx   Taiwan  Yesterday 05:17 PM  0:12 2.3¢ 
+886-4222xxxxx  Taiwan  Oct-01 09:07 PM  0:08 2.3¢ 
+886-4222xxxxx  Taiwan  Oct-01 06:40 PM  0:05 2.3¢ 
+886-4222xxxxx  Taiwan  Oct-01 06:38 PM  0:01 2.3¢ 
+886-4222xxxxx  Taiwan  Oct-01 05:41 PM  0:03 2.3¢ 
+886-4222xxxxx  Taiwan  Oct-01 12:17 AM  0:02 2.3¢ 
+886-523xxxxx   Taiwan  Sep-27 06:12 PM  0:23 2.3¢ 
+886-4222xxxxx  Taiwan  Sep-26 09:48 PM  0:12 2.3¢ 
+886-523xxxxx   Taiwan  Sep-25 05:39 PM  0:02 2.3¢ 
+886-728xxxxx   Taiwan  Sep-24 05:57 PM  0:01 2.3¢ 
+886-9109xxxxx  Taiwan - Mobile/Ss  Sep-24 09:01 AM  0:13 8.1¢
+886-4222xxxxx  Taiwan  Sep-20 09:32 PM  0:05 2.3¢ 
+886-731xxxxx   Taiwan  Sep-19 09:42 PM  0:02 2.3¢ 
+886-523xxxxx   Taiwan  Sep-19 08:36 PM  0:03 2.3¢ 
+886-4222xxxxx  Taiwan  Sep-19 08:13 PM  0:02 2.3¢ 
+886-4222xxxxx  Taiwan  Sep-19 08:04 PM  0:03 2.3¢ 
+886-4222xxxxx  Taiwan  Sep-19 07:56 PM  0:03 2.3¢ 
+886-4222xxxxx  Taiwan  Sep-19 07:52 PM  0:03 2.3¢


From another log:
Code: Select all+886-359xxxxx   Taiwan  Oct-03 10:35 PM  0:44 3.3¢ 
+886-9326xxxxx  Taiwan - Mobile/Ss  Oct-03 08:43 PM  0:05 13.2¢ 
+886-359xxxxx   Taiwan  Oct-02 08:05 PM  0:39 3.3¢ 
+886-359xxxxx   Taiwan  Oct-02 07:37 PM  0:03 3.3¢ 
+886-359xxxxx   Taiwan  Oct-02 03:55 PM  0:02 3.3¢ 
+886-359xxxxx   Taiwan  Oct-01 05:42 PM  0:05 3.3¢ 
+886-359xxxxx   Taiwan  Sep-30 04:55 PM  0:12 3.3¢ 
+886-359xxxxx   Taiwan  Sep-29 04:35 PM  0:07 3.3¢ 
+886-359xxxxx   Taiwan  Sep-29 09:11 AM  0:30 3.3¢ 
+886-359xxxxx   Taiwan  Sep-28 04:11 PM  0:19 3.3¢ 
+886-359xxxxx   Taiwan  Sep-27 04:32 PM  0:17 3.3¢ 
+886-359xxxxx   Taiwan  Sep-26 09:20 PM  0:14 3.3¢ 
+886-359xxxxx   Taiwan  Sep-26 09:19 PM  0:01 3.3¢
+886-9333xxxxx  Taiwan - Mobile/Ss  Sep-26 06:34 PM  0:01 13.2¢
+886-359xxxxx   Taiwan  Sep-25 10:42 PM  0:18 3.3¢
+886-359xxxxx   Taiwan  Sep-25 05:42 PM  0:06 3.3¢
+886-359xxxxx   Taiwan  Sep-24 05:04 PM  0:03 3.3¢
+886-359xxxxx   Taiwan  Sep-23 06:55 AM  0:09 3.3¢
+886-9338xxxxx  Taiwan - Mobile/Ss  Sep-22 08:50 PM  0:09 13.2¢
+886-9338xxxxx  Taiwan - Mobile/Ss  Sep-22 08:49 PM  0:01 13.2¢ 
+886-9338xxxxx  Taiwan - Mobile/Ss  Sep-22 07:51 PM  0:01 13.2¢
+886-359xxxxx   Taiwan  Sep-22 06:07 PM  0:15 3.3¢
+886-489xxxxx   Taiwan  Sep-22 03:06 PM  0:02 3.3¢
+886-9338xxxxx  Taiwan - Mobile/Ss  Sep-21 08:14 PM  0:03 13.2¢
+886-359xxxxx   Taiwan  Sep-21 04:37 PM  0:08 3.3¢
+886-9338xxxxx  Taiwan - Mobile/Ss  Sep-20 08:34 PM  0:01 13.2¢
+886-359xxxxx   Taiwan  Sep-20 09:01 AM  0:07 3.3¢
+886-359xxxxx   Taiwan  Sep-19 07:16 PM  0:06 3.3¢
+886-359xxxxx   Taiwan  Sep-19 04:26 PM  0:21 3.3¢
+886-359xxxxx   Taiwan  Sep-19 03:58 PM  0:16 3.3¢
+886-356xxxxx   Taiwan  Sep-19 07:38 AM  0:14 3.3¢
+886-359xxxxx   Taiwan  Sep-19 07:31 AM  0:06 3.3¢
#66200 by Customer
Tue Oct 05, 2010 5:07 pm
lbmofo wrote:Just FYI, not sure if your internet is the problem but cable modems that are going bad are known to give you intermittent vs constant problems.

A couple of things you can look into doing:

viewtopic.php?f=4&t=8212#p65404

viewtopic.php?f=2&t=9536#p66155


Thanks for the info, I have to say those two discussion threads about router settings may not be applicable here, as I don't have any issues on domestic calls.

from your call logs, I can see most calls are much shorter compared to mine, most of my calls are longer (>30 min.), and either it gets cut off or one side loses voice after 20 or 30 min or so, also, sometimes I can hear the echo as soon as I get connected (this should be even more irrelevant to my router settings), I'm just about 25 min. driving from ooma's headquarters at Palo Alto, I would imagine my place should be quite close to their servers. I honestly don't think this is having to do with connectivity, it's got to be somewhere in their back-end routing or 3rd party carriers (if any).

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