I'm glad I found this thread. I was about to look for power supplies, as the last time I had a connection issue, my scout had a failing PS.
When it was clear that she didn't understand what I was saying and was not aware of this being a known issue, I asked to escalate to a higher level tech. I got on with her, and she seemed to not understand either, making me do a speed test again and asking what type of phone I was using (Panasonic, etc.) and what city I lived in.
Then she told me to reboot my Ooma like the original person did, and I got frustrated and I asked her if she actually changed anything, or if she was just getting me to go through the troubleshooting process again. She claimed that she did, so I rebooted and she called my Ooma line. Interestingly, the caller ID showed my cell number (which I was using to call customer service). Unfortunately, the line was still all garbled.
Then she asked if my Telo was solid blue, and I said I already told you, I don't have a Telo, this is the old Ooma Hub from 2009. This is supposed to be a known issue, according to your own forums. Are you aware of the issue I am talking about? The agent went silent for quite a while, and then my Ooma line rang again. This time, the loud sounds were gone, but I could not hear anyone on the other end. About a minute later, I got another call. I answered, heard nothing, and then the call disconnected after a couple of seconds. Not only that, but it also disconnected my call with the agent on my cell. Then Google tried to screen her when she called me back (from a 415 area code number) so I missed the call. But then she eventually called my Ooma number directly, and line was finally clear.
Hooray, but that was frustrating. I told her that I also had a neighbor who had gotten an Ooma when I did, and I asked what he would need to say when calling in to customer service to get straight to a tech that would be aware of this issue instead of going through all those troubleshooting steps.
She gave me a reference number that they could look up that would show the steps she went through to fix my issue. Hopefully this makes it easier on somebody else: Ref # 220413-001349