Ooma Forums

11:30 PM EST 20 April 2011 -- Still no phone service and no response from Ooma support on this issue.

Edit: delete post

DAY TWO

07:32 AM 21 April 2011 -- Still no incoming call phone service and still no response to my emails to Ooma for support despite being informed that it was escalated to "Level 3" yesterday morning. If someone with support reads this as you don't respond to support emails -- my ticket number 110420-000030

Don't know what else to do. I have a gravely ill family member and without our main telephone working; we will have to consider porting to a new company if this is not resolved soon. We can have repetitive carrier issues taking away our phone service.

08:41 AM EST - 21 April 2011 -- Decided to submit a new request from the Ooma website for support as no one contacted me after 24 hours and service was not restored. My new support incident number is #110421-000025

Hopefully, somewhere/someday someone will fix the problem.

10:12 AM EST 21 April 2011 - On the phone with customer support now. They state the issue was escalated to "Level 3 Support" and that they have my emails. Still no service.

I was told the exact same thing as yesterday. We will escalate the issue to 'level 3'.

When I asked why no one is responding to my support requests, the CS tech could not answer why.

I was told a 'Bill' would call me back but he was not in today.

I have sent emails, I have talked to customer service. What else can I do?

As frustrating as this is, this seems to be an issue only Ooma's carrier can resolve. Ooma can only help you pester them.

12:41 PM EST 21 APRIL 2011 -- Still no response to my support emails or phone calls and still no service. Faxed a letter to the CEO of Ooma about the complete lack of support.

AppleTree,
I just signed up with Ooma, my number ports on April 27 and I'm in your area code. Keep us posted as to how this turns out.

3:09 PM EST 21 APRIL 2011 -- Still no return phone call from customer support or any response to my support email tickets. Absolute silence.

Just called customer service. The Ooma CS female asked me if any one ever called me back from my earlier calls and I stated no. She said would contact "level three" support herself to see what was going on.

AppleTree wrote:3:09 PM EST 21 APRIL 2011 -- Still no return phone call from customer support or any response to my support email tickets. Absolute silence.

Just called customer service. The Ooma CS female asked me if any one ever called me back from my earlier calls and I stated no. She said would contact "level three" support herself to see what was going on.

Hello AppleTree,

We deeply apologize & you are absolutely correct in that this is inexcusable. I had left a msg on your alt number - google vmail. Your issue has already been escalated to upper mgmt with our carrier. We will contact you once the issue has been rectified.