Topic '[Other] Ooma Outbound Caller ID Not Working' in forum 'VOIP Tech Chat'

Topic '[Other] Ooma Outbound Caller ID Not Working' in forum 'VOIP Tech Chat' - dslreports.com http://www.dslreports.com/forum/Other-Ooma-Outbound-Caller-ID-Not-Working-23260025 en Fri, 10 Feb 2012 13:58:03 EDT Fri, 10 Feb 2012 13:58:03 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23826232 Any ooma user here? I am with ooma basic account, not Premier. if you are using phone number by ooma, what CID display?]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23826232 Fri, 19 Feb 2010 00:35:25 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23824812
There are 13 unique numbers including you that have been checking their Caller ID Name through my site since October. I just randomly checked a few of them and they still show as NULL, NULL. Looks like your complaint might have been what finally did it.
--
Wondering what I do? Find out at »www.digitalcon.ca]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23824812 Thu, 18 Feb 2010 19:39:15 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23824176 http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23824176 Thu, 18 Feb 2010 17:38:42 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23823924 http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23823924 Thu, 18 Feb 2010 16:43:11 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23823320
That's right, I am no longer "Null, Null". The damn thing is actually showing my name (first initial, last name).

Interestingly enough, about two weeks ago, I went on the FCCs web site and filed a complaint against AT&T. I find it hard to believe that it's a coincidence that I went 6 months as "Null, Null", and two weeks after I file my complaint it's suddenly working. Coincidence or not, at least it's finally resolved.

Thanks to everyone that's helped with suggestions. I appreciate it.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23823320 Thu, 18 Feb 2010 15:13:01 EDT Re: AT&T http://www.dslreports.com/forum/Re-ATT-23536880 http://www.dslreports.com/forum/Re-ATT-23536880 Wed, 23 Dec 2009 16:04:12 EDT Re: AT&T http://www.dslreports.com/forum/Re-ATT-23536782
Sorry, my mistake, I thought one of them was the Number field.

-----------------------------------------------

Well, if it's any consolation, here's an AT&T manager who seems to be named Null Null:

»www.linkedin.com/pub/null-null/13/843/b7

-----------------------------------------------

But as RockyBB said, maybe after the holidays you can try to get to someone at AT&T to see if the problem is that they only partially expunged your record. Good luck.]]> http://www.dslreports.com/forum/Re-ATT-23536782 Wed, 23 Dec 2009 15:45:44 EDT Re: AT&T http://www.dslreports.com/forum/Re-ATT-23536724 http://www.dslreports.com/forum/Re-ATT-23536724 Wed, 23 Dec 2009 15:35:17 EDT Re: AT&T http://www.dslreports.com/forum/Re-ATT-23536569 said by RockyBB:

Maybe, maybe, at account turnoff AT&T set his caller ID name to "null, null" instead of completely expunging it. This means that any database query gets the AT&T response of "null, null" instead of no response. If there is a response, then that's the name that goes out.
This makes sense, and also would explain why his NUMBER does not show up either!

On my Verizon landline, when I receive calls coming from cellphones or from VoIP companies, the *name* may just show up as "Cellphone" or "Private" or "Toledo" or "Unknown", but the *number* always shows up!]]> http://www.dslreports.com/forum/Re-ATT-23536569 Wed, 23 Dec 2009 15:09:56 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23536143 said by dcurrey:

This just isn't an AT&T issue
I think I'm changing my mind on this. The introduction to the discussion of Targus might be the missing piece of the puzzel.

Maybe, maybe, at account turnoff AT&T set his caller ID name to "null, null" instead of completely expunging it. This means that any database query gets the AT&T response of "null, null" instead of no response. If there is a response, then that's the name that goes out. This seems to be what is happening in the network ... "null, null" to everyone. If there was no response (or the equivalent of "not in the database") then the terminating carrier would check the next database in their sequence, which would include Targus at some point (typically LECs will check multiple databases in sequence until they get a hit).

So I'm thinking it's worth a call to AT&T to see if they can expunge the record for mezzy316's phone number altogether. Sitting right here right now, I don't know who makes the call to what part of AT&T. I'm thinking that mezzy316 call into customer service, ask for a supervisor, and explain that his account was not fully canceled by virtue of his caller ID name changed to "null, null" as opposed to not in the database altogether.

Maybe that fixes it....]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23536143 Wed, 23 Dec 2009 13:49:37 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535826
This leads me to believe Ooma is somehow at fault. No one is getting any cname info.

Clearly he is not getting the service that he paid for and I see no real way to get Oomas attention here. If he cancels and disputes the charge on credit card the company that sold him the unit gets burned not Ooma. ]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535826 Wed, 23 Dec 2009 13:00:59 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535787 said by PX Eliezer:

1)

2)

3)
weak]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535787 Wed, 23 Dec 2009 12:54:06 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535779
2) »articles.baltimoresun.com/2006-0···ompanies certainly documents this for Verizon. AT&T is an even more of a tightwad company than Verizon and I'm not gonna source that except to say that I have clients who work for both and I've heard stories....

3) Clearly AT&T wants to use its own in-house service which they in turn market to others.
»www.business.att.com/wholesale/S···olesale/]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535779 Wed, 23 Dec 2009 12:52:17 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535661 said by PX Eliezer:

yet does not want to pay for accurate data.
source, please.]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535661 Wed, 23 Dec 2009 12:31:33 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535632
"TARGUSinfo is the largest private CNAM provider delivering over 121,000,000 CNAMs every day – that is 44,165,000,000 queries per year."

»www.targusinfo.com/solutions/ide···er_name/]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535632 Wed, 23 Dec 2009 12:26:46 EDT Re: AT&T: Always Taking & Taking http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535582
By contrast, VoSP such as CallCentric (and some others) offer the incoming CID/CNAM for no extra charge, yet they DO try their best to have accurate data!]]> http://www.dslreports.com/forum/Re-ATT-Always-Taking-Taking-23535582 Wed, 23 Dec 2009 12:18:36 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535565 said by mezzy316:

No, I understand the article perfectly. According to Ooma, they have updated my cnam info in Targus. ...
That said, I have called people that do not have AT&T and my Caller ID name shows "Null, Null" for them as well.
perhaps ooma can suggest to you one human being on the planet that can see your caller ID as something other than "Null, Null." Perhaps they can create a list of people for you to call that will see your name...you can make new friends.

Maybe I should start a cnam database right here, and you can call my friends.

If they are updating a database that is not used in the industry then what the hell good does it do? And why do they send your number to that crappy database, and all their other customers' numbers to some other database that has no issue?

Were it me, I would send messages to Rich Buchanan daily until you get a response. After a week, twice daily. After two weeks, 3 times a day.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535565 Wed, 23 Dec 2009 12:15:51 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535512 http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535512 Wed, 23 Dec 2009 12:04:45 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535503
That said, I have called people that do not have AT&T and my Caller ID name shows "Null, Null" for them as well.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535503 Wed, 23 Dec 2009 12:02:38 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535489
But if Ooma pushes the CNAM update to a particular 3rd party database, and if an ILEC such as AT&T refuses to buy info from that database, then there really isn't anything else that Ooma (or the customer) can do, is there?

Companies such as AT&T provide incoming CNAM as a service to their own customers. They don't seem to have an obligation to anyone else.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535489 Wed, 23 Dec 2009 11:59:55 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535284
FCC will do nothing for you (their role is more global in scope, regulating the industry, not doing customer service escalations). Did you send a message to Rich Buchanan at his twitter account as I had suggested?]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23535284 Wed, 23 Dec 2009 11:21:42 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23534916
(In the USA, anyway. Not as bad in Canada).

AT&T can't be blamed too much for wiping their cnam info, though. Once a number is ported out, they don't know who the owner is anymore.

Here in NJ, a large hospital ported their phone number from Verizon to PAETEC. The hospital had the phone # for decades.

After the number was ported, when calls were made from the hospital's phone system, to Verizon subscribers, the calls showed up as PRIVATE NAME. (Which may or may not be better than NULL!)

It took about 2 months for Verizon to start showing the hospital's name again.

---------------------------------------

Two funny things here:

1) The hospital was a very big customer, yet a Verizon employee I know said that Verizon really didn't care about losing them. Verizon really doesn't give a damn about landlines anymore.

2) There's a huge Verizon facility right next to the hospital. Ironic.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23534916 Wed, 23 Dec 2009 10:08:28 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23534834
I found an interesting article from the Boston Globe that summarizes why many people have this problem, either with the name showing as "Null, Null" like mine does or as the previous person that had that name. ('»articles.baltimoresun.com/2006-0···ompanies')

In the meantime I guess I'm just stuck. My next step is to file a complaint with the FCC. I'm not expecting anything to come of it, but we'll see.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23534834 Wed, 23 Dec 2009 09:54:44 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23525059 said by canublvit :

Suggestions?! :( :(
switch to Sprint.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23525059 Mon, 21 Dec 2009 14:13:00 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23524824
After several previous calls to AT&T Wireless, I have spent an hour this morning speaking with AT&T reps trying to get my caller ID info corrected on outgoing calls. I have been reporting this problem to them for weeks. My outgoing calls show up as a previous account holder's name, or on AT&T cell phones, show only my number---no name.

At&T insists the problem is not theirs, and suggests that the people I call who get the wrong number call their carriers to see if THEY can correct the problem. Amazing and infuriating. Suggestions?! :( :(]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23524824 Mon, 21 Dec 2009 13:51:50 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493849 said by PX Eliezer:

This demonstrates that customers to whom outbound caller name is important, should look elsewhere than Ooma.

Four months........

Res ipsa loquitur.
Mezzy316's difficulty is not the only case like this, and delays are pretty common. This case and a few others go well beyond what one could reasonably call just a delay. My CNAM info was handled promptly but did require intervention by Ooma to get right - at first my CNAM for my home number ported from Comcast was reversed with my second number I set up with Ooma, but they did fix it. In a case like mezzy316's, Ooma should provide a timetable for resolution and feedback on progress or lack thereof.
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Leave It On! ]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493849 Tue, 15 Dec 2009 14:03:58 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493626 said by mezzy316:

I can't believe that there is nothing I can do to fix this.
the chief marketing officer of ooma has a twitter account. recently he posted "I love to hear directly from Ooma users." send him a tweet with your ticket number (no personal identifying info as tweets are open for public viewing) and ask him to intervene on your behalf. »twitter.com/richbuchanan]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493626 Tue, 15 Dec 2009 13:27:14 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493496
Four months........

Res ipsa loquitur.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493496 Tue, 15 Dec 2009 13:09:46 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493477 said by mezzy316:

4 months later and I'm still "Null, Null." Ooma says that AT&T wiped my info from their database when I ported my number, and until they update it, it will be wrong. I can't believe that there is nothing I can do to fix this.
if you ported from AT&T, they have no obligation to maintain the info ... and, in fact, shouldn't maintain the info because you're not their customer -- you disconnected AT&T. they don't have any obligation to you as you're not paying them for service. the new carrier should be maintaining that info, and working your trouble every day until it resolves. As it's been 4 months, I would advise you start negotiating for a refund and start looking for a replacement provider...]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493477 Tue, 15 Dec 2009 13:07:09 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493239 --
Leave It On! ]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23493239 Tue, 15 Dec 2009 12:39:14 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23492861 http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23492861 Tue, 15 Dec 2009 11:42:29 EDT Re: Oomaybe http://www.dslreports.com/forum/Re-Oomaybe-23319756 said by PX Eliezer:

If folks are going to say that Ooma is a first-class operation, selling lots of units and receiving lots of VC funding, then whining about overworked staff and inadequate resources is not acceptable.Ooma sales have picked up due to the introduction of Telo, AFAIK. Last week, I went to a local Fry's Electronics store, the salesperson whom I spoke to told me that their 1st shipment of Ooma Telo had gone and what we saw on the shelves were the 2nd shipment. This is good/bad for Ooma in the sense that Ooma has made some profits from the sales, but also has to shell out more $$$ to pay for PSTN terminations incurred by its existing + new Oomaniacs. Eventually, Ooma's cash will deplete to a point that it will cease exist. ;)
--
Mazilo always prays for FREEBIES!
UK Phone: +44-703-194-2574
]]> http://www.dslreports.com/forum/Re-Oomaybe-23319756 Tue, 10 Nov 2009 11:15:17 EDT Oomaybe http://www.dslreports.com/forum/Oomaybe-23319332

said by pandora:

At a point, a customer either has to accept some limitations of a provider, or decide they are unacceptable and move on.

The interesting thing with that in Ooma's situation is that the customer has paid a "lifetime" fee. So if a customer moves on Ooma greatly benefits: They collected their money, and never have to provide any more service.

---------------------------------------------

If folks are going to say that Ooma is a first-class operation, selling lots of units and receiving lots of VC funding, then whining about overworked staff and inadequate resources is not acceptable.

I think we've all learned a lot about Ooma today.]]> http://www.dslreports.com/forum/Oomaybe-23319332 Tue, 10 Nov 2009 10:05:37 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23319327 http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23319327 Tue, 10 Nov 2009 10:05:05 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318937 said by RockyBB:

what are you talking about? who said anything about a chronic nasty customer? who said anything about getting anyone fired?
When I asked for your boss, I didn't get names and numbers. Why, because it is pointless based on how you are structured. With Ooma at the level the OP is, it is pointless to push further. For some of the people in this thread the supervisor will be the Ooma CEO.

IMO this complaint has reached the highest level of Ooma staff who can be technically helpful. The individual who is contacting the OP (Roz) is the specific individual at Ooma responsible for this area. She has a system which was created for her some time ago that she can't change. Her supervisor won't be able to change it, his supervisor is likely (I'm not 100% certain on this) the CEO of Ooma.

At a point, a customer either has to accept some limitations of a provider, or decide they are unacceptable and move on. My point is this customer has reached the highest levels of assistance Ooma realistically has available to him.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318937 Tue, 10 Nov 2009 08:51:21 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318918 said by PX Eliezer:

As Jay Leno would say, we haven't changed a word.

So, take notice:

If you are an Ooma customer with a basic question about a basic feature, your issue will be regarded as a "nuisance complaint".

If you continue to inquire, you will be labelled as a "chronic nasty customer".

For the second time ever in this forum, I am speechless.

*(Other than to say that competitors large and small seem to have enough staff. And if Ooma truly is adding so many customers, they should have enough too).
You are misreading the situation. The OP has been contacted by Roz who handles entry of client names for outgoing caller-id for Ooma. Roz is very helpful, she does what she promises, and calls back as promised. She has been given a system to manage and does her best to honestly handle it. Whatever name appears in your outgoing caller-id name from Ooma has been approved or entered by Roz. There is no alternative authority in Ooma for this area.

There seems to be a problem with the system distributing the names to databases, that Ooma should eventually resolve. Bothering Roz won't help.

There is another more technical person in her group who does not call anyone. The highest technical person publicly available to Ooma customers is DennisP and he has a very full plate.

I agree there is a problem, outgoing caller-id name should be working sooner. There seems to be no one at Ooma who will handle this. Some of the staff mentioned in this thread are very senior. Calling the CEO because your outgoing caller-id name hasn't been distributed fast enough may not be helpful IMO.

If he can't handle waiting a while, he may wish to consider another provider. You are correct there are many great, fantastic and wonderful VOIP providers who seem to get this specific issue resolved faster than Ooma.

I believe this is an Ooma problem, but also believe to Ooma it is justifiably not a priority at this time, calling to complain to the CEO is IMO unlikely to make it a priority.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318918 Tue, 10 Nov 2009 08:47:07 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318881 said by garys_2k:

One has to wonder, then, why it's not too difficult for other VOSPs to handle outbound CID. Cable companies can do it, larger and smaller independent companies can do it. They all presumably buy their terminations from the same pool of providers, so why is Ooma the only one that takes so long?

One can only speculate... Maybe bills have to be paid up to a certain level before additional services are provided and maybe that's difficult for Ooma.
THAT is a very good question. There is a lot about Ooma that we don't understand, and may never understand.

I checked after porting to Ooma two of my landlines, and each Ooma line seems to be hosted by a different company according to the lookup I ran.

It shouldn't take so long, and I'm not trying to justify the length of time it takes. My attempt is to offer some direct experience with this issue.

Roz reliably calls back, and tries to be helpful but is limited. She works with another who isn't named in any of these threads, who is more technical, but not available that I've ever seen to customers for reasons which we can only guess at. BobbyB is a facilitator and public face for Ooma, a go to guy. DennisP is very technical, and runs not only the beta program but a lot of other stuff, his plate is very full.

Eventually my guess is Ooma will resolve the timely issuance of outgoing caller-id name, it should be on the list of things to resolve. Unfortunately Ooma seems to be a small group trying to handle a lot. Some things that self resolve over time, don't seem to get the attention that some would like.

IIRC DennisP is a VP, his supervisor is likely Ooma's CEO. The suggestion made earlier to talk to the supervisor seemed not to understand that Ooma IS a small company with limited bureaucracy. I agree this issue should be resolved better and sooner, at the same time, there are other things Ooma has to resolve which are more important. This is an unfortunate situation IMO.
--
"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318881 Tue, 10 Nov 2009 08:40:00 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318077 said by pandora:

chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread. what are you talking about? who said anything about a chronic nasty customer? who said anything about getting anyone fired? and who is the "irrational customer" you spoke of earlier? Where are these wild accusations coming from? What do you know that you're not telling us? And how do you know it? Or are you just making that all up? Re-reading every post in this thread, no one is going nuts except you. you're defending staffers that obviously can't get the work done, and attacking customers who only want what they were sold. that's nuts! ooma turned a customer that was generally happy into something else. where does ooma get off taking a lifetime payment from a customer and not deliver what was sold? should the customer be blamed for trusting ooma? and what's with all the disrespectful insults of a customer that trusted ooma for a lifetime, just as you have encouraged countless numbers to do? is that how they think over there, or is that just you?]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23318077 Mon, 09 Nov 2009 23:52:18 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317697 said by pandora:

Ooma doesn't have the staff or bureaucracy to handle chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread.

Ooma has a lot that its doing and limited human resources. Expediting outgoing caller-id with name seems to be a bit low on the priority list. I can't imagine under what circumstance a customer could make enough of a pain the the rear that senior Ooma management would divert scarce staff to satisfy a nasty caller.
As Jay Leno would say, we haven't changed a word.

So, take notice:

If you are an Ooma customer with a basic question about a basic feature, your issue will be regarded as a "nuisance complaint".

If you continue to inquire, you will be labelled as a "chronic nasty customer".

For the second time ever in this forum, I am speechless.

*(Other than to say that competitors large and small seem to have enough staff. And if Ooma truly is adding so many customers, they should have enough too).]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317697 Mon, 09 Nov 2009 22:22:17 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317484
One can only speculate... Maybe bills have to be paid up to a certain level before additional services are provided and maybe that's difficult for Ooma.]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317484 Mon, 09 Nov 2009 21:43:30 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317126 said by PX Eliezer:

If Ooma cannot provide it, they should not advertise it or mention it.
It takes a while for outgoing caller-id name to function on Ooma. Eventually it works. Asking for supervisors in a small company IMO won't help. The supervisors to some of the people mentioned here are likely either VP or CEO.

Ooma is probably adding 400-500 new users per business day. I'd guess more than half port their numbers.

On any given day a lot of new people are asking basic questions and a lot of people are starting or in the process of porting. The goal has got to be to try and make the vast majority happy.

Ooma doesn't have the staff or bureaucracy to handle chronic nasty customers IMO. Nobody is going to fire any of the hard working and helpful Ooma staff mentioned on this thread.

Ooma has a lot that its doing and limited human resources. Expediting outgoing caller-id with name seems to be a bit low on the priority list. I can't imagine under what circumstance a customer could make enough of a pain the the rear that senior Ooma management would divert scarce staff to satisfy a nasty caller.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23317126 Mon, 09 Nov 2009 20:37:12 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23316935 said by pandora:

At some point, a nuisance complaint has to be ignored.
I really wouldn't call it a nuisance complaint.

Apparently it is advertised as a basic part of their service, and is obviously important to some customers.

If Ooma cannot provide it, they should not advertise it or mention it.

As for timing, 4-6 weeks seems reasonable, but IF some folks have been waiting for a few months that would be very excessive.

This is even more the case if customers are kept in the dark.]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23316935 Mon, 09 Nov 2009 20:01:14 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23316080 said by RockyBB:

who is the one irrational user? how do you know what ooma does not does not have control over? or do you simply take them at their word? isn't ooma Level 3's (or 360 Networks, or Global Crossing or whoever) paying customer? shouldn't ooma demand to receive what they are paying for? why is it acceptable to do nothing for the paying customer?
Rocky, according to the definition of crap you provided, your excuses are all crap. Now provide those names and numbers, your supervisors (customers) need to know how awful your service is.

I'm trying to point out by example how idiotic it is to assume every corporation has a large bureaucracy and how idiotic it is to assume that everyone who complains has a legitimate beef. Ooma does not have a large bureaucracy. Beyond Roz there is another technical person whose name to the best of my recollection is not public. I don't know if he is her supervisor, I do know it would be a waste for him to bother with a complaining customer.

At some point, a nuisance complaint has to be ignored.

The situation with Ooma and outgoing caller-id name is long standing, self resolving, and merely requires patience. Yelling at everyone won't help, calling it crap, won't help.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23316080 Mon, 09 Nov 2009 17:14:22 EDT Re: Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23315734 said by pandora:

said by RockyBB:

My customers are my boss, an attitude that would serve ooma well, IMO.

Is it reasonable to put up with one irrational user who won't accept your answers? ... I want to complain about you about things you have no control over. :)
who is the one irrational user? how do you know what ooma does not does not have control over? or do you simply take them at their word? isn't ooma Level 3's (or 360 Networks, or Global Crossing or whoever) paying customer? shouldn't ooma demand to receive what they are paying for? why is it acceptable to do nothing for the paying customer?]]> http://www.dslreports.com/forum/Re-Rocky-is-full-of-crap-according-to-Rocky-23315734 Mon, 09 Nov 2009 16:18:19 EDT Rocky is full of crap, according to Rocky http://www.dslreports.com/forum/Rocky-is-full-of-crap-according-to-Rocky-23315704 said by RockyBB:

My customers are my boss, an attitude that would serve ooma well, IMO.
That's crap according to you Rocky. Give me your bosses number. If its your clients, I'll call them and tell them how crappy you are. Does that fit into your business plan? Is one unusual nuisance annoying everyone really acceptable to you? Is it part of your business plan? Is it reasonable to put up with one irrational user who won't accept your answers? Now stop the crap Rocky (as you call it) and provide those numbers. I want to complain about you about things you have no control over. :)
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Rocky-is-full-of-crap-according-to-Rocky-23315704 Mon, 09 Nov 2009 16:12:13 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315691 said by pandora:

said by RockyBB:

said by pandora:

Roz is the end of the line

with all due respect, that's a load of crap.

Who's your boss Rocky
My customers are my boss, an attitude that would serve ooma well, IMO.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315691 Mon, 09 Nov 2009 16:09:23 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315614 said by RockyBB:

said by pandora:

Roz is the end of the line

with all due respect, that's a load of crap.
Who's your boss Rocky, I want to call him. If you don't have one, that's a load of crap.

There, does that feel any better?
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315614 Mon, 09 Nov 2009 15:55:39 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315544 said by pandora:

Roz is the end of the line
with all due respect, that's a load of crap. the feature is published on the marketing materials as available and standard, but in reality it's not available to some. that's discriminatory, and much higher than Roz's paygrade. A simple explanation of "why" would go a long way; an offer of a complete refund might go a longer way. But what is not acceptable is no action and no explanation and no light at the end of the tunnel. There is a phenomena at telecom companies called level lock -- Roz might only be able speak to staff at her level at the vendors. It's very possible that a VP at ooma can call a VP at Level 3 or 360 Networks or whoever has mezzy316's number, and the problem is solved in 5 minutes. But if client does not escalate above Roz, then none of that has a chance to happen.

Sometimes end users have excessive expectations, in which case I'll point out why the carrier can't meet them. Makes me look like an apologist for the carrier. But in this case everything is crystal clear: supported feature is not working and provider can't make it work despite end user following accepted procedures for clearing the problem. Customer has done nothing wrong but must absorb the incompetencies of a silent carrier that offers no explanations. That's just not acceptable. That's ooma.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315544 Mon, 09 Nov 2009 15:42:55 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315423 said by RockyBB:

I've been in the telecom business since 1986, and I can say with no equivocation that she knows something she's not telling you. Ask her what's the deal and tell you everything, or escalate to supervision.
Roz is the end of the line at Ooma for outgoing caller-id with name. Nobody at Ooma is going to do any more for him. Ooma has a few very helpful people, the best known are BobbyB, DennisP, Roz is less known, so is Carol. Bothering any of these people to ask for a supervisor is going to get him nowhere IMO. I'll add that IMO it would be unhelpful for him to push as Roz isn't going anywhere, she is well liked, well regarded, and does follow up as promised.

Generally the phone port people are kept away from users. Roz is the only person in that area who will make contact. There are several groups at Ooma who are very hard to reach or get a contact name and number from, they are busy, and don't have time or possibly training to provide great customer service.

For whatever reason, outgoing caller-id name from Ooma seems slow to go out to databases.

The only person who may be more capable of getting a result would be DennisP, and he is doing a lot already with respect to development efforts for new products and services that Ooma desperately needs. DennisP won't have time to do this work for any customer, it isn't part of his routine job, and you'll have to bother the CEO of Ooma to change that. If I were the CEO of Ooma, I'd just offer the customer a refund for his hub, he wouldn't be worth the aggravation of my staff.
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"People demand freedom of speech as a compensation for the freedom of thought which they seldom use."]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23315423 Mon, 09 Nov 2009 15:21:14 EDT Re: [Other] Ooma Outbound Caller ID Not Working http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23314555 said by mezzy316:

I have talked to her a few times and she says she is still monitoring it but at this point it is still wrong. The Ooma forum is beginning to fill up with other people posting the same problem. There has got to be something else they can do. I'm tired of waiting.
I've been in the telecom business since 1986, and I can say with no equivocation that she knows something she's not telling you. Ask her what's the deal and tell you everything, or escalate to supervision.]]> http://www.dslreports.com/forum/Re-Other-Ooma-Outbound-Caller-ID-Not-Working-23314555 Mon, 09 Nov 2009 12:34:11 EDT