Ooma Forums

Try disconnecting the Telo altogether, connect the computer directly to the modem/router, and run a few general internet speed tests (either from Ooma, Ookla, or search the internet for others). If completely removing Ooma from the end-to-end route doesn't fix the problem, then Ooma is not the problem.

Otherwise, Ooma's network testing tool also has a "Speed and Route" test which performs an end-to-end traceroute from the local computer to Ooma's servers. That could help narrow down any network performance issues anywhere along the route between the two endpoints.

Hi Robek,

Certainly appreciate your help. I'm trying not to be nuisance, Robek, so please be patient with me. It seems your the only help I have, and it is APPRECIATED! The ISP tech came out Wednesday and found no problems. I haven't had luck in locating another land line phone to try.
There is something that is concerning to me, when I do a Ookla speed test I get a much different speed result, both download and upload speeds (usually 65-75 Mbps download 15-20 Mbps upload) than I do when I use the Ooma "download test". I have attached some of the Ooma tests for you to see and they were done almost back to back and the results seem very different. But the download and upload Ooma test speeds are a fraction of what I see with the Ookla speed test as you can see with the attachments I sent. Can you possibly explain why such a big discrepancy between the two tests? The tests results showed my Ooma isn't working properly.
I will run the test you suggest, speed and route test from network testing tool and give you those results later. I will attach their results, Robek for you to see. Again, certainly appreciate your help!!!! Thank you, Robek.

Robek, here is the 4th attachment. It seems you can only send 3 attachments at once. I will run the additional tests you want and get you those results. Thank you, Robek.

Hi Robek,

I ran the speed route test you suggested. The attachments show the results. As you can see the results are not good. Can you explain the second diagnostic test that says something about packet lose and a firewall blocking my servers connection or there are hops with serious problems? None the less the test results don't look good. Can you explain the speed route test results. Thank you, Robek. Appreciate your help.

Robek,

Forth attachment of test.

Robek,

Sorry, sent the wrong attachments. Here is the speed route test results you you suggested. You can see 3 here and a 4th in the next email. Let me know what you think. Thank you. Robek.

Robek,

Forth attachment of speed route test.

The route tests trace one route from local client to remote server, and another route from remote server to local client. Network data packets sent from one end to the other "hop" from server to server along the given route. The route test measures the round-trip latency several times for each hop in that route.

Some servers set up firewalls to discard any test packets that the route tests use, so a route test reports "100% packet loss" for those servers, and does not display any timing information for them ("-,-,-"). That just means that some test data is missing; it does not indicate a problem with regular voice traffic.

The screenshots for the server-to-client route are unusual, as one of the endpoints, (172.92.84.253, Astound), appears at multiple points along the route, (at lines 3, 8, and 13). Since that's the destination, it should only appear on the last line. Maybe Ooma can provide a further explanation for that.

The latency results for the client-to-server route might be more relevant, since the problem seems to be in the upstream direction. The Windows command "tracert networkcheck.ooma.com" should produce similar results. Ideally, latency should be less than 20ms, but anything less than 50ms is usually tolerable.

The 'Graphs' tab should show upload/download graphs with more detail about how stable the network speeds and network delays are. If they fluctuate wildly, then that would degrade voice quality. In addition to any screenshots, save the "Test Audit" URLs for future reference.

If it's not possible to narrow down the network issues between the ISP and Ooma, then the next step would be to open an incident with Ooma's customer support, and hope that they can make some more sense of the test results, or else do some more testing on their end, to figure out how to resolve the issue.

Hi Robek,

Thank you for your reply, always appreciated. Your comment, " That just means that some test data is missing; it does not indicate a problem with regular voice traffic." regarding the speed/route test I sent to you referencing the firewall issue seems to be a non issue for my problem, Robek? Just saw that info and got concerned that may be a problem. But, evidently not my problem.
Being I'm not a internet/computer guru and don't really understand some of the technical issues that are explained, I just look at what could cause my phone issues. Is it my internet, my Ooma, or is it phone itself? those 3 things. At this point I'm sort of discarding the phone itself, would you agree, Robek? In your opinion, does this problem seem more like a internet issue with my ISP or is it a Ooma problem? You certainly now more about internet phone connections than I do. If you think my internet provider is more at fault, I can go that direction. If it's Ooma I can go further with that. I will take your advice and save the "Test Audit" URLs for future reference. I'm sending some more attachments. Always appreciate your help and understanding. Thank you, Robek.

The problem seems to be somewhere along the route between the ISP and Ooma, but to narrow it down further requires more information. In the last screenshots, the Summary shows 17 hops between the two, which is "relatively high", but the speed, quality of service, and delays seem reasonable. Try this:

1. Show the results for the Ooma speed test. (The Ookla speed test only displays speed and latency, but it does not show how the speed may vary over time, and it does not show jitter.)
2. From Ooma's network check Speed and Route test, show the 'Route' tab's client-to-server route latency results, and the 'Graphs' tab's upload/download transfer speed and delay line graphs.
3. Show the Windows command "tracert networkcheck.ooma.com" latency results. Compare that with the 'Route' tab's client-to-server route latency results.

If possible, then try running the same tests from a different ISP, and compare the results. Also contact Ooma's customer support. They can perform additional troubleshooting on their end, and may be able to suggest other tests to help locate the source of the problem.