Cannot dial out, but I have a dial tone
Posted: Mon Dec 15, 2014 9:32 am
I have a Ooma Telo that worked great until last week. I have a dial tone on either line, but I can't dial out. I dial the numbers and nothing happens: no dial tone, no busy signal (except once), nothing. The dial attempts do show up in my dashboard at My Ooma. I do not know if I can receive calls through my phone. I have had voicemails left on my Telo. As I have my phone voicemail set to pick up before the Telo, I believe this means my phone isn't ringing at all.
I have tried working through customer service/tech support, and I have been quite displeased so far. Like many other posters, I have found the first level support to be reading off a script, unable to help, and only able to suggest calling Customer Support. This is not only ironic---calling someone to talk about problems with your calls---it doesn't work if the Ooma is your only phone. One of the first level techs rudely implied that was my problem for not having a cell phone. Anyway, I emailed Support with my issues (at Support@oomacare.com). They sent a truncated reply that consisted entirely of, "Your question has been received. You should expect a response from us shortly." Three days elapsed. I emailed back inquiring why the delay, and was informed they'd closed my support ticket. I replied answering the questions in their email: yes it affects both lines, yes I get a dial tone with both, and yes, it's been on and connected the whole time, except during attempts to fix it.
That was last night, and I haven't received a reply yet. I think they've tried to dial the Ooma (415 area code, lookup goes to a Ooma telemarketer), but didn't leave a voicemail longer than 1 sec.
My attempts to fix it have included: factory reset with the *#*#99 method; direct connection to the Telo from my computer, where I found that everything was connected according to the Telo; powercycling the Telo, leaving it off for 20 minutes; powercycling the modem, router, and Telo, then restoring them in order modem, then router, then Telo. I've turned QoS to zero. The Internet Portal MAC address was already on Use Built In when I checked. My Internet connection is good, with Upload speeds of ~13Mbps, and download speeds of 4Mbps. Zero dropped packets and low static. All lights on the Telo are a steady blue.
I'm at a loss as to what to try next, and would like nothing more than info about what I can try next, or failing that, how I can return this defective piece of <expletive deleted> to Ooma and receive one that works.
I have tried working through customer service/tech support, and I have been quite displeased so far. Like many other posters, I have found the first level support to be reading off a script, unable to help, and only able to suggest calling Customer Support. This is not only ironic---calling someone to talk about problems with your calls---it doesn't work if the Ooma is your only phone. One of the first level techs rudely implied that was my problem for not having a cell phone. Anyway, I emailed Support with my issues (at Support@oomacare.com). They sent a truncated reply that consisted entirely of, "Your question has been received. You should expect a response from us shortly." Three days elapsed. I emailed back inquiring why the delay, and was informed they'd closed my support ticket. I replied answering the questions in their email: yes it affects both lines, yes I get a dial tone with both, and yes, it's been on and connected the whole time, except during attempts to fix it.
That was last night, and I haven't received a reply yet. I think they've tried to dial the Ooma (415 area code, lookup goes to a Ooma telemarketer), but didn't leave a voicemail longer than 1 sec.
My attempts to fix it have included: factory reset with the *#*#99 method; direct connection to the Telo from my computer, where I found that everything was connected according to the Telo; powercycling the Telo, leaving it off for 20 minutes; powercycling the modem, router, and Telo, then restoring them in order modem, then router, then Telo. I've turned QoS to zero. The Internet Portal MAC address was already on Use Built In when I checked. My Internet connection is good, with Upload speeds of ~13Mbps, and download speeds of 4Mbps. Zero dropped packets and low static. All lights on the Telo are a steady blue.
I'm at a loss as to what to try next, and would like nothing more than info about what I can try next, or failing that, how I can return this defective piece of <expletive deleted> to Ooma and receive one that works.