Call quality turned bad recently

[cnc009]

I have been with Ooma for more than 1.5 years and the call quality has been great. However, starting from about 2 weeks ago the call quality has become unacceptable. On incoming calls I can not hear the other side for the first 30 seconds. Delays and noise were heard from my calling partners. On outgoing calls I can not even hear ringing tones sometimes. I have rebooted my Ooma, cable modem, and router, but the problem still exists. My Ooma Telo firmware version is 173997. Is that version problematic? Should I update the firmware and how do I do that? Any help is much appreciated.

[Tom]

viewtopic.php?f=5&t=20769&start=60 try now

[cnc009]

Thanks, Tom. I tried one incoming and one outgoing call and both are working. Did you adjust my QoS upstream speed to 9.2Mbps to make it work? I wonder if I need to set it to 7.5Mbps as I measured a moment ago.

[Tom]

Change it to whatever you find your upstream to be averaged over a number of measurements when your network is idle. Change it to 0 if your upstream < 1.5 mbps and > 10 mbps. See the link above. Our measurement is done right on the telo so there's no potential impairment from devices behind the telo.

[cnc009]

Thanks for the explanation. The call quality is great with 9.2Mbps now, so I'll stick to it until the call quality becomes worse.
Thanks for the help!

[Bobncarol]

Tom or others:
Hi. I've had ooma for years. Been pretty good, but recently my conversations start breaking up and I can't finish my convo. Very frustrating. I'm 80 years old, and need my landline. I've unplugged ooma, reset, bought new phones, but the same thing keeps happening. Please help. Thank you.

[murphy]

Tom,
It is time for Ooma to accept that the problem is at Ooma's end and find and fix the problem. All of the people that started having problems a few weeks ago didn't suddenly change their configuration. The chopped and clipped speech is very likely being caused by an audio level that is too high in the interface to the PSTN. The fact that the problem doesn't exist on an Ooma to Ooma call reinforces this fact.

Please find and fix the problem.

[Tom]

The only problem I'm aware of is viewtopic.php?f=5&t=20769&start=60. A release that fixes that will be available in a few weeks. Until then a tool adjusts the QoS which fixes the problem.

"chopped and clipped speech" is a completely different symptom. You think this is new with 179239 and on telo1 or telo2 ?

[murphy]

It is not new with 179239. It has been happening for several weeks.
It goes back to at least 156394 /156393.
Unfortunately I don't know when it started since I don't know it is happening unless the person I am talking to complains about it.

Tested earlier today.
Telo 1 firmware 179239
Telo 2 firmware 179239

Both Telos have choppy outbound audio on calls that use the PSTN.
Inbound audio is fine.

A call between my two Telos has perfect audio in both directions.
Note that in this case the load on my router doubles since they are both going through it.
The difference is that the PSTN is not involved.

The audio is fine for a call from one of my friends that has a Telo 2.
He has the lowest internet speed that Comcast provides.

[Bobncarol]

Tom-
Along with choppy speech, I also get delays when I answere. I have to say hello a few times.
How do I adjust my Qos? It's worth a try. Or can u do this remotely? I'd appreciate it.
Thanks.