I am a long-time, senior technical manager. My internet provider is AT&T with U-verse at 6 Mbps. After 3 days of testing and 8 calls to Ooma tech support the product is now functioning in an acceptable manner. Before the Ooma arrived, so that I could use the phones on two different jacks,I had a new phone jack installed close to my router; I did not want to use the Ooma Wireless Plus Bluetooth Adapter because of problems reported on the internet. Installation of Ooma was easy, except the first boot of the system takes at least 15 minutes and the box changes to several colors, which are not documented in their instructions; just wait until the box turns a constant royal blue. Outbound calls worked well immediately. Inbound calls were a disaster. Sometimes they worked perfectly; most of the time the phone never rang; sometimes the phone rang after six rings that the caller could hear issued. In low internet traffic periods, inbound calls seemed to work. Voices have a slightly deeper tone difference and slightly higher volume, which cannot be fixed; but the voice quality is as good as, or better than, the best of cell phones. Most of Ooma tech support is very prompt to answer, very courteous, but of little help. On my sixth call the 3rd level of tech support blamed my AT&T modem/router, yet when I called AT&T U-verse tech support, (which is excellent), their tests showed the device performing above their maximum speed rating with no lost packets. Then the 3rd level of Ooma support blamed a congested router somewhere along the way to their server, (45 miles away), or she said it could be their box. She wanted me to go to a friend's house to install the box there to see if it works there, which I did not agree would be helpful unless a friend had identical equipment and internet service. She agreed to send me another box, just in case it is the Telo at fault, which I was very doubtful would fix whatever the problem was. The next day in disbelief that my first Telo box was at fault, on my 8th call to Ooma Support, Raymond A in the 2nd level of tech support looked at my current box from his end, (the replacement box was not yet due), and identified the problem right away. He said the problem was that I have an integrated modem/router, and therefore he needed to make a change to set my box to a different QoS service level; he further said that the previous support was mistaken in suggesting what was the problem. He changed the QoS (Quality of Service) setting in the box to 0 for both inbound and outbound calls from his end, and now it receives calls perfectly, including prime movie download time on Sat night and Monday business usage loads. Be careful. If you buy this product, don't discontinue your land line service until you are sure you it works flawlessly. If inbound calls are not working properly, and if you are using Ooma's voice mail answering service, you will see voice mails occurring when you were there to answer the phone. If you have Ooma voice mail set so that your home answering machine picks up the messages instead, then make test calls with your cell phone or have a friend call you in peak usage times, (the highest traffic is generally seen during afternoon and evenings during the week); otherwise you will not know if the inbound calls are working at all. The Ooma documentation has no reference to a modem with integrated router. The Ooma support reps are clueless, except for Raymond A. If you have an integrated modem/router and are experiencing lost calls, call and insist you talk to Raymond who can make inbound calls work for you by setting QoS (Quality of Service setting) to 0 for both inbound and outbound calls; (apparently QoS is only of value with low speed DSL internet connections, and the default settings for QoS on the box are a problem with higher speeds and integrated modem/routers). Be patient and persist until you finally get through to someone who knows something; there is a huge difference in the knowledge of their support reps, apparently because they are growing so fast that they have many inexperienced reps on the phone and most of their higher levels of support are no better than the first level. Their management appears to be oblivious to the many problems reported on the internet and their own forums, apparently only looking at their growing sales from Amazon, Costco, Walmart, etc. Thank goodness for Raymond A at Ooma; he made a good box, deficient in documentation, work well. Update on 8/4/2014 A few people were hearing little chirping noises when I called them. Because reviews by others on Amazon mentioned that they had to relocate the Telo away from any motor, I moved the Telo 6 feet away from the modem/router and the UPS that has a small cooling motor; and because the Ooma-supplied Ethernet cable was not long enough, not shielded, and possibly even without twisted pairs, I replaced it with a longer Cat5e Ethernet Patch Cable that had shielding and twisted pairs. Those changes eliminated the chirping, noise, and associated slight voice breakup. Update on 9/5/2014 I live in California. Calls to the East Coast had horrible (2-3 secs) delays and bad echo; conversations were in half-duplex or like walkie-talkies. This was totally fixed by changing codec to G711, which you can test by dialing *98 before you dial your number. If it fixes your delays, you can call Ooma support and have it made the default so that you don't have to dial the prefix. There is also a sure-fire way to test your delays and the G711 fix: 1) dial 1-909-390-0003, 2) when it stops ringing, there is no voice answer, so just start talking, and measure the delay to hear your voice that is transmitted back, 3) then hang up and dial *98 first and then 1-909-390-0003, talking when the ringing stops. If the delay in hearing your voice has disappeared, then you know for sure that you need the G711 codec fix. I also experienced some serious voice dropout in calls, (even local calls), when I moved my Uninterruptible Power Supply (UPS) closer to my modem, which is strange because the data transmissions were not affected, only voice. By moving the UPS back to where it was 18 inches away from the modem, the quality of voice calls was restored. Update on 10/19/2014 The person to whom I am talking hears a squealing if I hold the handset too close to my mouth and raise my voice, which serves to make me remember to stay calm whatever the subject being discussed. There appears to be nothing to remedy this. I think it relates to the previously stated volume being louder and tone deeper than a land line or a cell line, and nothing can be done to correct this -- at least according to Ooma support.
