DTR wrote:Well, I called this morning and opened a support ticket for my issue of garbled inbound audio after a few minutes on the call. The girl that helped me started picking on the amount of upload speed that I have..... yet no one has ever complained that they can't hear me or any problems that might suggest the culprit being a lower upload speed of a typical ADSL connection. She said my 2.91 Mbps download is fine, but my 320kbps upload is not. So I asked her to explain why my lower upload speed would garble the download audio..... and why has no one ever complained that they couldn't hear me or so forth. She was speachless until I strongly asked to her to answer my question. She then said that she just has to say that my upload was a little low and that it was probably my problem. So I asked her..... why do you say you have to say that my upload is the problem??? She said that she is required to say that!!!! I asked her to explain to me a complete call sequence using SIP and show me where her theory is that the upload breaks the inbound audio..... and she couldn't do it. I asked for a technical person or Engineer that can really talk SIP to me and she couldn't provide a person for that talk.
Bottom line, OOMA is grasping for any old answer to tell me, or item to blame on my end rather than see my issue as valid and reasonable. I had high hopes for OOMA........ but it looks like they don't really care that my calls are good for just a few minutes before it goes all garbled. It would be best if they would just be truthful and responsive, rather than look bad trying to make excuses!!!!
I really wanted OOMA to work out for me..... but it doesn't look like it will. I have a couple more weeks before my trial is over. I'll try to wait until to last minute for a fix, but I'm not going to hold my breath.
Sorry to hear that phone support didn't work out well. I haven't called their phone support so I can't comment on that. I'd imagine that a lot of their support cases are relatively simple "how to" scenarios so their initial tier is probably intended for that.
I've actually found email to be the most effective means of escalating technical issues. My technique? Right from the get-go, I'll provide answers to their most common questions even if I don't think they are related. Here's some examples (you don't need to answer them here -- I'm just providing them to make your email easier):
- May we know when did the problem started? May I know what's your Internet Service Provider (ISP)?
- What's the brand name of your Modem and Router? Please check and make sure that the firewall on your Modem (and Router if you have one) was disabled.
- Have you encountered that issue while your using the phone or even without using the phone?
- What's your current setup, modem>Telo>router>PC or modem>router>Telo>PC?
- Are you using a cordless phone with your Ooma Telo? If yes, your cordless phone(s) might be disrupting your wireless signal, please try connecting a different phone (we suggest a corded phone).
- Please make sure that there are no other devices surrounding your Ooma unit that may affect or interfere on the signal of your Ooma Telo. Please try moving your Ooma device away from electronic devices that could generate interferences such as microwave ovens, treadmill, Wi-Fi (b/g/n), 2.4 GHz cordless phones, some baby monitors, etc
- Can you also try connecting the Ooma Telo to another power outlet and see what will happen.
- What are upload/download speeds?
- What QOS settings are enabled? Does the problem persist if these are changed?
- Can you try unplugging the ooma device for 15+ minutes and plugging it back in?
In addition, I'll usually provide a summary of speedtest and voip test results. That usually rounds out the efforts of tier 1. If you go to tier two, ask if they can confirm if the issue you're experiencing is related to this bug (don't remember it off hand but it's listed somewhere in the thread).
Also, if/when you submit email cases, you'll usually get an email questionnaire about the support service. This would be a great opportunity to present respectful and constructive criticism about the support experience.
Hope this helps.