UPDATE: To clarify this issue, my problem was resolved by getting connected with some really good techs at Charter.com (my Cable/ISP Provider). The problem was on THEIR system. Something called “Jitter” that does not seem to affect the Internet but DOES affect VOIP and Streaming. See the article here: http://www.dslreports.com/faq/13070 to better understand what it is.
Bottom Line: Ooma was NOT at fault and the system has been working great for over a year now.
Although my previous reviews of Ooma have all been positive, I must admit that I am now having some issues.
Recently, I started experiencing a rather unusual problem with my phone. All incoming calls appear to work properly. However, SOME outgoing calls would not present my voice to the called party. I could hear them fine but they could not hear me. At first, it appeared to be on ALL of my outgoing calls but recently, some outgoing calls work fine.
I called Ooma last Wednesday about it and went through the normal trouble shooting steps with their agent. After about 20 minutes, the agent agreed that the problem would have to be “escalated to the next level.” He informed me that someone would be calling me within the “next 24 to 48 hours” to resolve my problem. The call NEVER CAME.
I had minor surgery on Thursday and was not up to calling on Friday but I saw no missed called from Ooma on my cell or home phone numbers. Then, it was the weekend and I figured that the “next level” support staff probably worked a regular work week so I waited until Monday of this week to call. After going through a LONG queue, I was finally connected to a first level technician who was again unable to resolve the issue and repeated the comments of the previous tech that the issue would have to be escalated and “someone will call you within the next 24-48 hours.”
After an extended DEMAND on my part that I wanted to speak with the “next level” now – not 24-48 hours later, I was connected to someone else (not sure if they were on the “next level” or not). They were not able to resolve the issue either and, after a couple hours of bickering between us, the last I heard was… “someone will call you within the next 24-48 hours.”
It has now been close to 48 hours and the call has not yet come and I do not expect it to come. However, Ooma did send me an email today asking me to respond to a survey of my level of satisfaction with their service. I answered it appropriately (grin).
So… Although there is still much to love about the Ooma, their technical “service” DEFINITELY could use some improvement.
Update (approximately 50 hours after the previous call): Carol (from Ooma) called today. (She is the first person who appeared to have English as their first language.) Much more conciliatory tone. She really seems to want to fix my issue. No clear answers but Carol is sending a new Ooma device to determine if that is the problem. More to come….
Considering that Vonage has reduced their prices (for the first six months) and offers free world calling in their bundle, you might want to consider them. The price of Ooma “Premier” service is now $120 per year and you buy the equipment ($250 for the Telo or $220 for the Hub). Total price for two years is just over $2o per month. Vonage offers MORE services for a total two year price of around $450 – or just under $20 per month.
After Ooma exchanged my Hub (for free – under warranty), the problem is still present. The issue then somehow a “network” problem. A secondary issue involves the fact that I recently changed ISP from AT&T DSL to Charter (cable) Internet Service.
After contacting Charter about the issue, they have begun some tests on my line. I will report my impressions about Charter in a separate review.