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Can't Receive Calls

Posted: Tue Jun 05, 2012 8:26 pm
by flyboy

Well, my Ooma has worked well for over a year. Last Friday, I had a Cisco 4-Port RVS 4000 Gigabit Security Router with VPN installed. Now, I cannot receive calls but have a dial tone and can call out ok. When trying to call my number, the error message is either that the number has been disconnected or the number or code you have dialed is incorrect.

My current setup is as follows: Time-Warner cable modem...Cisco Router...Ooma...Apple Airport Express.

I have disconnected the power to the Ooma twice to re-boot it and the problem remains.

NOTE: Removing the Cisco router from the chain does not fix the problem.

All the cables have been checked and they are plugged-in correctly. My internet service is unaffected.

So, how can I get the system set properly to receive calls? I checked the forums and didn't find this issue addressed.

Please advise. I need help ASAP due to medical issues that need phone service!

Thank you.



Re: Can't Receive Calls

Posted: Wed Jun 06, 2012 1:10 am
by thunderbird
First push the Envelope (do not disturb) button on the face of the Ooma Telo until it turns Yellow. Then press it again until it turns Blue. Then call your Ooma number with your cell phone to test.

Next if that doesn't work do the following:
Ooma Telo Factory Reset:
Dial *#*#099 on the phone attached to Telo to issue a factory reset.
A recording will come on the line and ask if you really want to do a factory reset. Press 1 for yes, and press 2 or hang up for no. After pressing 1, you will hear a busy signal. After hanging up, the number 1 light stays lit yellow on the face of the Ooma Telo. After a short period of time, only the number 1 & 2 lights remain lit blue. Then after more time, the Ooma Telo goes into the boot sequence, and comes back on line.

If you are using an Ooma Wi-Fi dongle, you have to access Ooma Setup and rescan for the Wi-Fi network before a Wi-Fi connection can be made. The same is true for DSL, if you have to enter Connection type PPoE and a Name and Password for the Internet provider connection. You will have to reset MAC address to Use Built In, reset your Quality of Service Upstream/Downstream Internet Speed settings, and Bluetooth settings if you are using Ooma’s USB Bluetooth dongle.

Next if that doesn't work do the following:
Contact Ooma Customer Support:

Customer Support
Phone: 1-888-711-OOMA (6662)
Monday-Friday 7am-7pm PST
Saturday-Sunday 8am-5pm PST

Re: Can't Receive Calls

Posted: Sat Jan 12, 2013 5:03 am
by sepepper
Wow, I was going nuts also, trying to figure out why I couldn't receive any calls-- every attempt to call my Ooma landline phone # (via my cell phone) resulted in immediately going to voicemail (with the corresponding Ooma recording "########## isn't receiving calls now, please leave a message....") then after reading Thunderbird's post about the "do not disturb" icon on the Telo, I discovered mine was in fact, lit (amber-ish). I don't know how it got pressed originally to activate "do not disturb"-- I didn't even know that's what it was until I read the above post-- so thanks for clearing that up-- I have yet to run across any detail about that "envelope icon" or its functionality (how it works) in Ooma literature. I thought it was just a dummy voicemail indicator light-- judging by the "envelope" style icon-- sorta counter-intuitive choice of hardware icons-- but maybe that's just me & my weird brain at work (again). Once I pressed & held it down a few secs, it went away (unlit), and I now receive good old phone calls via my brand new Ooma Telo after recently porting my landline number from the old carrier (Cox Communications). Looking forward to saving $49.10 every month from now on (less $3.78/mo landline communications taxes in my area, SE Virginia USA)!

Re: Can't Receive Calls

Posted: Sat Jan 12, 2013 5:40 am
by sepepper
OK sorry bout that, I was wrong (again)-- the info about the "envelope icon" for activating "do not disturb" which sends all incoming Ooma calls to voicemail-- is in fact in the Ooma Telo Quickstart guide. That'll teach me to carefully read the entire document before shooting my mouth off (via my fingertips on this forum) again.