Call Quality... So what now?

[NewAtOoma]

Hi, everyone.

Tom was kind enough to move me to the East coast server and adjust my QOS settings. But I'm still having trouble with incoming sound quality. It generally does okay, but it has moments of garbled digitized sounds. Does anyone have any other suggestions of how I can improve this?

Here are my specifics:
ooma is plugged directly into my modem. Then my wifi router is plugged into the ooma's Home port.
My most recent internet speed test results are: 3.55Mbps/1.22Mbps, 2.39ms Jitter, 0% Packet Loss.
I am using a single Panasonic DECT cordless phone. It is connected directly to the ooma.
I have DECT disabled in the ooma setup.

Thanks!

[Tom]

Most likely can be attributed to intermittent congestion on your broadband connection.
Nothing more we can do on our end.

[NewAtOoma]

Thanks, TomB. Customer service seems to disagree. I called them today. I'll make a separate post about that.

[Fishface]

Unfortunately, I have found customer service to be essentially worthless. They have just tried to temporize me, and seem focused on getting me to say that I was very satisfied with their responses. Also, I've told them that I did not care to go to Premier or Security service until I was more confident in the quality of their basic servce.

[NewAtOoma]

Fishface, in my case, it remains to be seen whether or not whatever customer service did will be beneficial, but I agree that their insistence in selling me some security equipment is rather sickening. It makes them feel like scam artists. As a paying customer, I shouldn't have to say no more than once per call as they try to upsell me.

[Tom]

When you say "incoming sound quality" you mean your end of the conversation or does it only happen on inbound calls?

Try again now. You had the G.711 codec enabled which consumes more bandwidth.

I guess the upsell to Basic customers is more aggressive because these customers are not on a subscription service but do pay regulatory fees and taxes. I've forwarded your feedback to management.

[NewAtOoma]

Thank you, Tom B.

When I say "incoming sound quality" I mean the sound of the person on the other end of the phone call. So if I call my mother, or if she calls me, either way, we'll have moments where her voice is robotic or cutting out. She can hear me fine, usually, but I hear problems in her voice. And my mother is just an example. This goes for any call to our ooma or from our ooma.

Thanks for disabling the G.711 codec. Maybe that was our problem. I believe we've got some phone calls to make tomorrow. We'll see if all is well, and I'll report back here.

Thanks again!

[NewAtOoma]

And Tom, where can I change the G.711 setting if I want to experiment with that? Is that a user-defined option, or is done behind the scenes by customer service?

Thanks.

[Tom]

not exposed on myooma

[NewAtOoma]

Hi, TomB. Thank you so much for all your help, but we're still having sound quality issues. It seems like you and customer service have done all you can do. I am planning on returning the ooma device and trying another service.

Thanks again.