The below provides a quick overview of the user submitted reviews for Ooma.
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This section provides an overall summary of our Ooma review. Scroll down to read the complete review.
The GoodThe Ooma Telo is a great low cost service for basic calling and voicemail, with a variety of ways to access the service. Installation and configuration is straightforward and the voice clarity is very good, with little to no lag. Customer service is responsive and knowledgeable. If you need additional features or International bundles, there are many upgrade options for you to choose from.
The BadThis is not a total unified communication (UC) solution. Though you can setup voicemail transcription, there is no SMS, voice conferencing or video calling features. The mobile app has a one-time fee of $9.99, which is a slight annoyance, and only gives you 250 minutes of calling. Also to get a feature set similar to the providers you see on this site, you need the premier service, which is expensive at $9.99/month. Finally, although the plan is advertised as unlimited minutes, there is actually a fair usage policy which indicates the maximum limit is 5,000 minutes.
The Bottom Line
Overall ThoughtsThe Ooma service is actually a very good option for those who want a basic home phone service at a low cost. If you need more advanced features such as voicemail to email, call forwarding and the likes, there may be better options out there as the price jumps considerably. The customer support side seems to be knowledgeable and responsive and user reviews are very positive overall. Remember to activate your service before connecting the device to your home network!
What comes to mind when you think of great marketing? Many people may think of a jingle from an advertisement or maybe an entertaining scenario during a TV commercial. Generally speaking, not many people think of a telecom company when it comes to a sense of humor in advertising. This is one of the many things that the Ooma service does correctly.
Going back to 2004 when the company was first established, part of their marketing team was the celebrity Ashton Kutcher. Here he played the role of the creative director for marketing. Though in 2008 the company reformed and replaced him with Richard Buchanan, former CMO of Sling Media, they seem to have retained the actor's sense of humor as you can see from the commercial for its office service.
At this time, VoIP was not a new technology but it was not as widely implemented as it is today. By building on the momentum of other emerging technologies, the Palo Alto based company was able to carve a niche for themselves in the communication market. Today, they are arguably one of the better services for home or small office use.
If you decide to purchase Ooma, of any variation, whether for home or a Small to Medium sized Business (SMB), you will find that it is very easy to obtain. The option to purchase either one of their products is available through its website too. There are many other retailers who also sell the Telo which can be of benefit should you have a preferred retailer, business credit line or a gift card with another establishment. Often, many retailers offer it at a lower price or extend promotions such as a mail in rebate.
The devices are not available at most brick and mortar locations so ordering the device from an online service is necessary in most cases. We decided to purchase the device through OfficeMax as they seemed to offer the best price along with free and fast shipping. The good news is that device arrived in roughly 72 hours which is a great turn-around time for shipping.
The price seems to vary between retailers. The average retail price is $149.99 and is likely the price you will pay if you opt to purchase directly from the company. Better deals can be uncovered with a little bit of snooping as you can see above. The screenshot above was taken after we paid the full retail price from OfficeMax. Keep that in mind if you decide to go with this service for your home or business after reading the rest of the review.
For the price you pay for the service, you gain the ability to use the core calling features indefinitely. You also receive a 60 day trial to Ooma Premier that gives you access to 25 great features - this is where the service truly shines. After the trial, you can pay $9.99 for the service on a monthly basis. With every year worth of subscription fees, you also have the option to select one of the free gifts you see above or purchase their HD2 Handset at a 67% discount. Keep in mind that the price for Premier is relatively high compared to some other providers you see on our site. If you do not need the additional features, the basic service price is tough to beat.
The only fee for US and Canadian service you will encounter is the one certainty to which we are all bound: taxes. Yes, even though it is a VoIP product, fees must still be paid to government entities to keep the industry from collapsing on itself. Fortunately, the fees amount to pocket change as you can see in the above graphic.
One final note for those in Canada. Unlimited free calling to Canada is only available under the premier plan. The basic plan has unlimited calling for the US only, to call Canada it costs 1.4c/minute.
Installing the Telo is a simple process. The system ships with a large poster-type document showing you exactly how to connect and configure the system. The most important part to keep in mind is that the service must be activated before the system is plugged in to your network. Otherwise, the Telo will need to be rebooted - a minor inconvenience that requires unplugging the device for 30 seconds, much like power cycling a router.
In order to register your device, you must visit ooma.com/activate and follow the steps to activate your service. From this point, you are guided through a step by step process to enter the required information. If you are replacing a damaged or defective device from an existing service, you will be prompted to call customer service at this point so they can restore your existing settings to the new device.
At this point, only two devices are offered - the Telo is the home device and the Hub is for the business service. Your device will have an activation code on the bottom of the unit and you will enter this into the form. After entering the required information, you will have to complete an additional 4 steps to finish setting up the device.
The physical portion of installing the Telo is relatively simple. All that is required after activation is physically connecting an analog phone to the phone port on the device then plugging the device into a router (or direct to your internet modem). The Telo has a port built into the device that allows you to connect a switch behind the device, meaning it can sit between the switch connecting your physical devices and your gateway. This can help with Quality of Service (QoS), depending on your network, but it is still probably best to configure such settings on one device (i.e. your home gateway.)
TFor this review, it was installed in a home environment where it is the only device physically connected to the network. After the phone was connected, an empty port was selected to connect the device. Upon establishing a connection with the internet, the device will begin to update and configure based on the settings entered. The system will initially flash red until it finishes booting and updating. The lights change to blue when it is ready for use.
Perhaps one of the best parts about this service is the variety of ways you can configure the device. You can program many features by pressing the Play icon (like on a DVD remote) and using the connected phone to navigate through the menus. Initially, you must set a PIN to access your voicemail and record a greeting, should you choose not to use the generic greeting. By delving into the advanced options, you can configure all the settings related to the core services. However, it is simpler to use the online dashboard to set up the device and tweak the service features.
If you would like to use the Telo device to control network flow, assign a static address to the device or perform other more advanced functions, you will need to connect a computer to the network port and navigate to setup.ooma.com for intranet access via a web browser. If you have purchased the wireless adapter for the device, you may access the console from a wireless connection.
By going to my.ooma.com on the local intranet, you can setup the features for the system. The first time you access the system, it will walk through most of the settings on a step by step basis allowing you to configure the most pertinent options.
After signing in to the above console using the phone number and password you selected during registration, a walkthrough is provided to assist with configuration. Any option you choose during setup can be changed at a later time from within the web console or via the mobile app. The initial setup involves:
By logging into your dashboard at ooma.com, referred to as My Ooma, you can manipulate many additional features in addition to modifying the options you selected during the initial setup. As you can see from the dashboard depicted below, you can view and listen to voicemails, see call logs as well as import or view contacts. Contacts can be imported from Outlook 2007 and later, Google, Facebook, LinkedIn and .vcf formatted contact files.
You can further configure additional options by accessing the Preferences menu. Here you can make changes to the options you selected during initial setup as well as make additional tweaks to these settings. Some additional settings not found in the initial setup may be configured here including:
The great thing about the Telo and the Hub are all the add-on features you can use to supplement the service. Under the Add-Ons section you will find a variety of additional products you can purchase to enhance the overall service. The additional products and services you can select are as follows:
As we experienced no real problems with any portion of the service, it was difficult to find a topic for customer service to solve. Instead of creating a problem, we opted to test the flexibility of their service with a hypothetical question.
A call was placed as a general inquiry, that is, without providing any account information. After being connected with a very friendly lady on the other end of the call, we asked her about the nature of the free trial. She explained the terms of the trial without leaving any room for question. Then another question was asked pertaining to upgrading the service if need be, for example to a business line. It appears that one can purchase the Telo device from Ooma directly and if need be, the service can be upgraded to the business hub by simply paying the difference in the equipment costs. As the service is very easy to work with in general, it is comforting to know that a small business requiring more features than the Telo can provide can easily upgrade to the Hub.
Ooma is a very decent service for those looking for a basic, low cost home phone service, with good voice clarity. The customer support team seems to have knowledgeable representatives standing behind the service, and are very responsive.
If you need more features than the basic plan, the Premier service is also a good solution, although there are lower cost options in the marketplace with comparable or more advanced features. There are many add-ons that can be purchased, from wireless adapters through to International bundles. These costs can add-up fast but likely meet the needs of most people.
The only real disappointment is the mobile application, which is very basic and only provides 250 minutes for calls.
Finally, don't forget to activate your service before connecting the device to your network. This piece of advice will save you some hassle.
Author: Andy Forgrieve
Ooma has received a very positive response from user reviews at WhichVoIP.com, with an overall rating of "very good" and a very respectable recommended score. You can use the rating graph tool opposite to see trends over time. Have you used Ooma phone service? We would love to get your feedback, simply complete our easy review form using the buttons on this page, takes less than 2 minutes.
...Excellent audio. Like the adapter for wireless connection.....
Ooma reviews are listed in chronological order.
#25 : JAN 3rd, 2015 : Ken
OOMA was expensive and not worth the significant investment. It proved to be difficult, as their support was both overseas, and by email, and rarely, even on a blue moon, in voice by US based support staff in California. OOMA was not compatible with a whole host of other service features. After purchase, and enrollment, and commitment with cancellation penalties, you find out you made a very poor choice of carrier. Porting and choosing a replacement phone number was basic, and not impressive to warrant all the advertisement they push regarding their ease of port and use. Call quality generally was very good, when they were functioning. Manual reboot of the adapter was required infrequently, but compromised the service completely, and without warning or notice; one had to get used to their weird noises to know, oh, go reboot the device. OOMA was expensive. You find this out after their promotions end, and the unit purchased can NOT be returned to the store or otherwise. They quickly attempt to push you into calling features that boost your monthly expenditure well past what your prior landline carrier was charging. NO BETTER than the landline phone companies they replaced, or claim to be able to replace.
#24 : SEP 26th, 2014 : Robert
Didn't live up to its claims. Billing/shipping error. Quality of HD2 is poor. Bottom line: dissatisfied with service and quality of system.
#23 : SEP 12th, 2014 : Joe
I have nothing to say but good things about OOMA! I have the Premium package and they offer just about everything you can imagine in a telephony package INCLUDING Android and Apple apps to allow free calls over wi-fi (250 free minutes with the Premier Package, anyway). Everything works as expected! We have had OOMA for about 3 years now.
#22 : SEP 11th, 2014 : Leon
1. We've set our phone to answer after 4 rings; about 50% of the time it does that, the rest of the time it goes to the Answering Machine (AM) after 1 to 3 rings. 2. When it rings we lift up the receiver only to get music and dial tone: sometimes we can get the caller # on line. 3. When it rings we pick up the phone but hear nothing; the caller lets us know later that they heard us but we couldn't hear him. 4. Sometimes the incoming message is recorded on our phone and other times on the Ooma box. 5. Sometimes we get a call but the phone doesn't ring. The caller leaves a message on the Ooma box, so we don't know if we're missing important calls. We keep checking on line and find that someone has called several times and left a message, but there was no ring or message. 6. They are charging us for the Premier service which we did not order so I have deleted the charge.
#21 : SEP 10th, 2014 : Vicki
I was really happy with my service, and I only pay $3.79 mo. For all these services and I got my same phone number. You can't beat this deal with a stick. I love it.
#20 : MAR 13th, 2014 : Jennifer
Ooma was terrible, I lost all phone service and have to pay $100 to fix it. I tried to get chat help and was "disconnected" 4 times. I spent 3 hours trying to get online help. DO NOT ORDER THIS.
#19 : FEB 24th, 2014 : Guy
I'm still using Ooma since August 2009 back when they had the Hub & Scout, and those devices are still working great. I use a business class wireless point to point internet connection, and the only time there are issues, is when the internet goes down, and that may be once a year for a short period of time. Definitely would recommend them.
#18 : JAN 26th, 2014 : Sophie
Excellent audio. Like the adapter for wireless connection. I have found no cons at this time. Ooma phone service has many features that my land line company charges extra for that are all included.
#17 : MAY 31st, 2013 : Jenny
I've had Ooma for a month and a half and I had problems from day one. I was ready to drop the service. Phone service was spotty...it was like being on a cell phone that was too far from the nearest cell phone tower. Every couple of minutes, the person on the other end would hear dead silence like the call had dropped, but we were still connected. I could hear them saying "hello..hello", but they couldn't hear me talking back. It didn't matter if was an inbound or outbound call. Interestingly, I never experienced the "dead" sound on my end as other reviewers did. I have cable internet service, so speed wasn't an issue. (Normal upload speeds are at least 20 mps; downloads at least 8 mps.) They tried everything, changed the settings on the device to allow the widest transfer signal possible, switched the order of my connections, attaching the device directly to my modem and the router to the device so it would be the first unit connected to the internet signal. Nothing worked. Fortunately, (or not, depending on your point of view) my cable company started charging me for my modem, so I bought my own. I got a Cisco DPC3010. Imagine my surprise when I hooked up the new modem and I had perfect phone service!! My old Cisco modem was a combo unit with jacks for both internet and phone service from when I had phone service with Cox. The light on the phone jack was always blinking...like it was trying to find the phone. The DPC3010 doesn't have phone jacks. I don't know if the Cox modem was dying or if the perpetual search for the phone was interfering with the device. Either way, once I hooked up the new modem, my phone service worked perfectly.
#16 : MAR 21st, 2013 : Clark
Pros: Problems are usually corrected on first call. Cons: No night or weekend service completed but but will accept trouble calls.
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Disclaimer: The opinions, views and ratings expressed in these VoIP Reviews are those solely of the reviewer who submitted the review. Whichvoip.com does not necessarily agree with any of the expressed opinions, view or ratings.
Ooma offers a number of options to customers when it comes to customer service. These include self help tutorials, live chat, customer forums and phone support. There does not currently appear to be a way to send Ooma customer service an email requesting support. The table below provides a summary of the methods in which you can easily contact Ooma.
Please contact us if there is any information in the table below that you believe should be updated.
|Customer Service Feature||Availability||Details|
|Live Chat||24 hours Mon-Fri via Ooma site|
|24x7 Phone Support||1-888-711-6662
Mon-Fri 7am to 7pm PST
Sat -Sun 8am to 5pm PST
|Talk to a real person||Press 1 at the prompt|
|USA based phone support||No details available|
|Online form / Email Support||No details available|
|Self Help Articles / Tutorials||Ooma Articles|
|Self Help Videos||Ooma Videos|
|Support Forums||Ooma Forum|
|Twitter Support||Ooma Support Feed|
|Contact number for Cancelation||1-888-711-6662
Press 1 for Customer Care
|Request a call back||Not Available|
|Money back guarantee||Within 30 days|
#21 : Posted by Bill on February 5th, 2014:
I have had Ooma for over two years now and it sucks just as bad as it started doing about a year ago. After the dial tone, it can take up to over a minute for it to start ringing. Also, when we answer the incoming call, it can take up to 10-15 secs to get a response. I have talked with Ooma many times and they have tried helping me, but to no avail. They finally said that it was my broadband, but upon talking with them, they said it was Ooma. They checked and my speed was over 10 Mbps. So I guess it boils down to me going back to Majic Jack, as much as I hate to.
#20 : Posted by Ed on January 27th, 2014:
I have had Ooma for a little over a week and find that it meets my requirements in all but one area. Ooma has NO DIRECTORY ASSISTANCE! NO OPPERATOR! Can you imagine that? No 411.
#19 : Posted by John In Oakville on December 1st, 2013:
I'm puzzled with all the negative comments. I've had Ooma now for over 2 years. We give it a good workout daily with calls to the UK and US and have had zero drop-outs or bad voice quality. Initially I had my phone number ported from BELL. BELL was the problem at this time but eventually worked out the issues with them. They really had things messed up for a while. This is the only time I had anything to do with the Ooma service desk. They handled the situation and that is the first and last time I had anything to do with Ooma customer service. The only issue I can think of is that there is a slight delay in transmission/reception. If one listens closely while on a cell phone there is a slight delay there also. Not a big deal. I would recommend Ooma Telo to anyone who wants to reduce their telephone costs, get tons of features with the premium account, get good sound quality and reliability.
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