Ooma Telo

I canceled my service with Ooma after frustration trying to reinstall the device after I got a new network. I called customer service a minimum of 7 times. They were complacent and very unfriendly. Since I couldn't use my device, I called to cancel it... Of course they did everything to keep me including offer a huge discount. Still unsatisfied, because it was the worst customer service experience I have ever had in my life, I canceled. They told me to sell my device because it was worth money. I told them I would think about. They continued to charge my credit card $4.30 per month. I went online to chat with CS, and guess what? They couldn't help me. Stay away from this company!!! Worst customer service - liars - they charge your credit card!

I called to cancel last month, and this month there are still charges of $4.84 on my visa card. They said they issued a $10 credit last month, and that was in advance of the charges for 2 months. I asked why they do business like this, when I don't use the phone & don't have internet anymore. And I asked to CANCEL service??? Really hard to get off the phone with them... I kept repeating "I only want to cancel service with you, and I will never use OOMA again!" Finally after 5 minutes I think we are done. Wow... very difficult to get out of a relationship with them. I hope we are finally done!

Ooma was working fine at the beginning after I sign up. After a year of use, problems start to occur. I was not able to make outgoing calls at all. Every time I call someone, I get a busy dial tone. I reported this to Ooma and after a day it started working again. However the same busy tone problem occurred within the next few weeks. I chat with several of Ooma's online people, also talk to their phone support, no one seem to know why or what is going on.

Every time this happen, they basically just wait for the problem to go away. It is clear to me there is something wrong but they don't seem to be able to diagnose the problem and provide a long term solution. It is beyond frustrating when they ask you to call their support line, when the problem is, you cannot make an outgoing call. After my experience with Ooma's support department, I no longer trust Ooma as a phone provider. I rather pay more for a reliable service, than dealing with Ooma's periodic downtime and frustration.

In 2014 I tried product and several months later called to cancel. Support asked my reasons (lack of use) and told me my account would be closed. Today (shame on me) I noticed a $4.82 charge and again called to see why over two years later I was getting billed. Support said they did note my call back in 2014 but said the charge was because I said I was going to let a friend use the phone and keep the account open. THIS I DID NOT DO and was very uneasy when their rep asked for my credit card to give me a 6-month refund (max allowed he said). To give someone who's been pickpocketing you for 30 months your AmX number was unnerving, but the only way he said it could be done. You can bet I will be watching my card forward...

We had Ooma service till some time in May 2016 when we switched over to Time Warner. When I contacted them to cancel, their service rep pleaded with me not to cancel the service but to sell the equipment on Amazon or eBay. He managed to get my credit card info also, promising that they would charge but revert every charge immediately. I sold the Ooma system on eBay in October 2016 and informed them accordingly.

To my fault (& laziness) I was not very particular in checking details of my credit card statement - I took the Ooma rep at his words. However, in Feb 2017, it was a surprise when I got $128 charged as pre-payment for their yearly service. I also found that they had been charging me $4 monthly even after May 2016 but there was no reimbursement. I had to get new cards to prevent them charging me again and also disputed the charges my Citi Credit cards. In the end Citi did not refund my $128 because I did not have a written proof of cancellation with Ooma. Those who have deal with Ooma know that how hard it is to cancel their service & they don't leave a paper or email trail in this regard. In summary, Ooma is an unethical company, my advice is to stay away from them as far as possible.

I have had Ooma since 2013 and been happy with it even though they do not advertise the fact that you are still responsible for taxes and fees. I thought I was paying a one time fee for the device but it was not the case. I moved and no longer needed it. In December I spoke with Alvin who said he would cancel the account after trying to pressure me into keeping it or selling or giving the device to someone. In order to get him off the phone, I told him I would try to do that.

Today. May 29th, I see on my CC card that they have been charging me $4.10 per month. I called my CC Card company and they put me on a 3 way call. Danny at Ooma said that because I had not sold or given the device to someone, as agreed that I was still being charged. He refused to reverse the charges but Capital One did. Hence the reason for my complaining about Ooma. The device works well and I had no complaint about it but their Customer Service sounds offshore and is horrible. When I told him that customer perception is more important than reality, he went back to the script again said he could not reversed charges and offered me a replacement. I was very surprised that they would not reverse the charges. I thought they were more reputable than they are. Beware.

After chatting online and talking with two different people I finally got to the person who would cancel my service. I told her a dozen times I wanted my service cancelled and she kept arguing with me I need to keep the service until I sold the unit to another person. I kept telling her "no" and then I finally asked her "Are you listening to me? I said I want the service cancelled!!!". She gave me a cancellation number but from what I've read from other people they'll more and likely keep charging me. If I see another charge I'm going to call my bank and have all charges from them blocked if possible and dispute each one. This company is very unethical and are almost criminal.

We selected Ooma Office for an office based phone system for a new business early this year. I corresponded with an Ooma sales rep via phone and email for over a week to nail down exactly what we needed and what the costs would be. He provided, in writing (via email) a breakdown of what we would be charged and the services we would receive. Unfortunately, the price that he quoted was off by a factor of 3, and our bill was approximately $125 instead of the $40 we were promised. I escalated with support, and they "fixed" the problem and honored the salesman's agreement (or so they said.) The billing cycle passed, and I was again charged the $125 amount.

I called and opened another ticket and was told they would credit my account and fix it, and that I would hear from someone within 24 hours. A week passed, and I called back. I was escalated to a supervisor and was told that I didn't understand how billing worked. He explained why my charge was $125. I explained (and referred him to the emails I had already sent them from THEIR sales rep.) that my charge was incorrect. His response was (I'll paraphrase): "No, I can't escalate it. No, I don't care that you were promised one thing and lied about what we would charging you. Yes, I will escalate to sales management, but they don't understand how billing works, and don't really care - they just sell the promotional packages."

My only recourse is to cancel my service (which I will do as soon as I can figure out how to port my number). Ooma employs fraudulent business practices and won't stand behind what their very own salespeople sell. They hope that, once you're "locked in" to a new phone number, it's too much trouble to change it and you'll keep paying fees that are higher than traditional phone companies. I asked to be escalated beyond the person who simply repeated their current billing structure, and was told "it's my job to explain how billing works with Ooma. I've been here for 5 years, so I know." STAY AWAY FROM OOMA!

We cancelled our Ooma service 6 months ago; they still send us bills for a line we do not recognize! We have called them half a dozen times, they still send us threatening email they will send the case to "collection" (for a line we do not recognize and know nothing about!!). Their emails are threatening & intimidating. This is nothing but arm twisting. By the way, they had jack up the monthly charge on us without a notice; their bills just include one line item charge (say $30.00) - that's it. Unlike all other communication companies, Ooma's bills do not itemize the charge into line charges, taxes, FCC charges, etc. So you do not know what they are really charging you for! I believe this is illegal; something FCC would need to look into. As for billing, well, that says it all.

As for the voice quality - Poor; we would experience break-ups here and there. As for customer service? Most are poorly trained, their conversations are long and time consuming. They promise a supervisor will call but you never get a call. You can see the tip of the iceberg. That's why we just switched. Too much hassle, poor voice quality, bad customer service, ambiguous billing. WE DO NOT RECOMMEND THIS COMPANY, until, hopefully one day, they get their act together.

Very bad voice quality and worst customer service. They give hard time when you try to cancel their phone service. Porting of phone number to other carrier is not good enough to stop Ooma from charging your credit card.

I have been fighting with Ooma customer service for over three weeks now... I pay an extra $60 for the Enhanced Calling Bundle... I pay this extra amount primarily for the convenience of having the Blacklist feature. I've been an Ooma customer for over three years now. But all of a sudden when I try to use the Blacklist function via the Ooma site I get an error screen saying that I have to upgrade to a Premiere account... my contract has not changed... Ooma still takes my $60 and Customer Service just gives me the runaround...

Have used Ooma for 7 months, at first it was acceptable but lately the caller can't understand me due to choppy cut out every second or so. I tried moving it from after the router (new) to between cable modem and router, no change. Replaced the remote phone with a wired one, no change. Adjusted Ooma box QoS, which sets Ooma box internet priority (to do this browse http://setup.ooma.com/home.lp click advanced then set upstream to 512(default) or higher). I tried 1000k to 3000k, no change. We have 2 phone lines in the house, the second is Telus hardwired. I blow gently in the Telus phone and hear a continuous wind sound on the Ooma phone, but when I blow lightly into the Ooma phone, it's received with serious drops every sec or so, almost each word is chopped off. Rumor is Ooma's servers are overextended so it can't be fixed. Bottom line is my Ooma is unusable... sad I like it, except that I can't use it.

I had been a customer of Ooma for over a year. At first, when contacting them about services, I thought they were amazing. At the time, I couldn't afford the Telo box. So, they offered it to me at no upfront costs. However, after three months, my bill would increase about $10. There wasn't even contract. So, I could have "cancel" services at any time without repercussions. I thought this was a great deal because I only wanted it for a few months. Boy, was I wrong. On January 10th, I called to cancel my services. I informed the rep that I just didn't use it. Even offered to send the box back to them. The rep said that there was no need and told me to just sell it. He gave me a code for the new owner to input to receive benefits just for buying it from me. Again, I thought everything was good.

Today, I just happened to look at my bank account and notice that I was charged $19. xx from Ooma. Thought the charge was strange. So, I looked at my transaction history and discovered I was charged the last four months. Called Ooma to get their records straight. I wasn't upset because accidents happen. However, what they had told me infuriated me. The rep I spoke to stated that, since agreeing to sell the Ooma device, I supposedly agreed to keep paying for the service until I sell it. In what universe would that make sense? Why would I agree to keep it and still be charged when I called to cancel and offered to send it back.

The icing on the cake was when the rep stated that I, because of "agreeing" to keep it on, that I received a $10 refund in January. I informed him that all I have on my account are charges and not deposits. But, obviously, since it is stated on my payment history on the Ooma site, it happened... I was frustrated and stated if they have no issues charging me; why is it an issue when it came to refunding? Obviously, they don't have the wrong account information. Stated that it was a bank issue and to contact them.

The resolution that the rep got approved today was to cancel services and they are "refunding" four months that I shouldn't have been charged, minus the $10 that I supposedly received. The way he was acting, repeatedly stating that he is about to process the refund. Like, by him processing it would automatically alleviated Ooma of any other liability. Had to hurry and screenshot my account history on the website because, by cancelling services, denies me access to my information. I am skeptical if I will even see the amount in 3-5 business days. If not, I will be on the phone with my bank and them. Will not recommend services through Ooma Telo.

Ordered, installed, and ported my old number without issue. It comes with a free trial period of the premium service which has many features; none of which I needed. Upon reaching the end and cancelling the service, the device would make and receive calls except there was no voice. Unable to call the Ooma trouble desk, I used the online chat feature. Our internet is running 4M each way with only 1ms latency. The chat read my info and informed me fixing the problem was beyond their expertise. I would have to make a phone contact to the support line. Hmmm, three times I repeated that my phone, my ooma phone, was not working! "Sorry, TS," was essentially the response.

I had even unplugged the device power and put it back on watching as it returned to the solid blue "working fine" light. The Philippine help line reported they cannot phone call me; strange. They reported the Philippine located support team can be called but do not have a chat feature; strange. And they suggested doing an email exchange with a message turnaround of two business days per message; they don't work after hours or weekends. There is no savings in using Ooma products if they so quickly fail and in failure mode one is left stranded. I am moving to a basic cell phone since it will ultimately provide more service for less cost; and more importantly, will get fixed immediately if it has problems...

I ordered OOMA for my mother to replace her local telephone service. When my mother passed away, I cancelled the service. Now 4 months later, I've had to call them again to try to get them to stop charging my credit card. I hope it works this time. Their story was that they told me that they hold the account open for 60 days in case I sell it to someone else. Problems with that story. I don't have the device. I told them that 4 months ago. I told them to cancel immediately. If you're holding an account open for 60 days (the story they told me today), why is it still charging me 120 days later? At what point does it become it become theft - charging for a service that you don't provide. They are not apologetic about charging my account for an extra 4 months. They say they will credit my account for the charges. I hope it will happen. Good example of a company you don't want to give credit card information.

I ordered my Ooma Telo and wireless adapter in July. It worked for a while and then kept going out. They sent me a new adapter and again it worked for a while. It stopped working a few weeks ago and after 5 calls to customer service they agreed to send a new Telo and adapter. They arrived today and same problem. I called twice (got disconnected the first time) and was told they could not help me until I get an email, which I will get in 1-2 days... Last time they told me that it took a week and more calls. I am now fed up with them and now be asking for a refund. I am very disappointed with this company.

Spoke to both Avir and Carlo and they were extremely rude and will hang up each time from chat when they don't have the answer. When I would go back to start another new conversation as soon as it was my turn it would get disconnected. When I did this 3 times. As soon as I changed the title of my concern I was able to chat with someone. Terrible customer service. I will be using a different VOIP and not Ooma anymore. I'm writing this right after my conversation.

I had Ooma VOIP phone service for several years. It was OK, sometimes sounded like in a tunnel, sometimes service went out, but overall was fine for the price compared to other options. When my cable company offered a great package with multiyear significant savings, I ported my number. I thought it wouldn't be a big deal. I was so wrong.

First, be sure you make the rep send you an email of every single thing they tell you they will do, including canceling the account. Next, even though this may sound weird, trust me - you have to do it - tell them that you do not want them to assign another number to your unit. Tell them you aren't going to sell it or "give it" to someone else. Why? Because a couple months after my account was closed, they assigned me (better yet, my credit card on file) a phone number I was unaware was assigned to me. They have the nerve to say that I agreed to it and that they sent me an email (Nope! no email!). Then they start charging credit card on file for monthly service. You can't chat or email about it- they will send you to the phone number for customer service.

Meanwhile, if you try to log on to OOMA.COM account, you won't be able to get in because you really did close the account. When I called today and gave them my number, they had no record of me. They said my account was closed. I had to give them my name and address and *poof* suddenly they say "OH, your number is ***-YYY-ZZZZ." I was like WHAT?? What number??? And then the insanity of the conversation began. The imaginary previous "discussion" about me selling or giving my Ooma unit away. I never, ever said that or even knew people did that, I hadn't even considered it. I think my unit is out in a pile of stuff in the garage, actually. I think the scam is to reactivate your device under the guise that you will give it to someone to use. I would think you would have to request that in order to do that!

When you ask them to send you emails, they will put in that the day that you are calling is when you canceled service, even when that is not true. Always write them back and say "no, you are wrong, I canceled on ** date, you are fraudulently using my cc and closed account to set up phone numbers that are not mine". ALWAYS WRITE THEM BACK and set them straight, and keep for your records. Tell them you are staying on the line while they send the email. They will do it, begrudgingly, but insist. Don't hang up until that email hits your inbox. Promptly write them back and correct any misinformation and tell the rep the same. I told them I had never experienced such a racket in my life.

Lastly, I suggest canceling the credit card number and having a new one issued when you close your account or port your number. I was only able to get 3 months back (though I am going to dispute the charges with my cc and let them go after Ooma) but if I had changed the card number then they would have not been able to charge me.

This was the worst business choice I've made to date. Ooma promises the stars but does not deliver at all! There are sooo many problems with this product and the company I don't want to waste any more time than I already have. Just some examples; Very slow to ring, slow to answer, bad sound quality, messes with my internet connection, bad customer service, missing 100's of calls and don't find out till later, customers calling and getting a recording that the number is not in service, difficult and painfully slow to use extensions... etc... If you value your business do not use this.

Cost appears good BUT THE COMPANY is the worst. I ported my number, My prior company disconnect my line, Ooma notified my line was active, BUT OOMA failed to change the number in their computer system so I HAD 0 calls. And when people called they got a "this line is not in service" message. When I found, called O.-- oops, they fixed, then I had duplexing issues. Line cut out when people were talking, kind of fixed. Was not getting email notifications of voice mails then was getting them 1.5 to hrs late. Talked with every day this week, 30+ minutes a call, still not fixed. It appears their people are well trained to be polite but they know nothing, and the "engineers" appear to be people trained only to fiddle around and perhaps stumble on a solution. All of this in less than 30 days. BTW, their website is not user friendly. Things are placed in very counter intuitive locations. All in all, if you can afford it USE VONAGE.

First of all the service is terrible. Calls with customers were constantly dropped. We quickly ditched Ooma and went back with our previous service provider. That was the best part of our experience with Ooma. The worst was yet to come. Since then we've had 8 months of them trying to get us to resell their ** equipment and continuing to charge our credit card. I've had no less than four calls with them to where I'm begging them to cancel the account and they say they're "working on it". STAY AWAY FROM THIS COMPANY!!! The service is awful but trying to break free is even worse. We've had to cancel our business credit card in order to cut ties with them. THE WORST!!!

I live in a rural area with poor cell reception, but very good high speed internet. I got OOMA to forward my cell phone for work calls. Although the forwarding feature worked well, as did the email voicemails, the call reception was very poor. People constantly complained they could not hear me, there were tremendous delays, pauses and clicks on the line. It was just not professional.

When I called to cancel the service, I had to talk to three people, none of whom "had the authority to cancel the service" and kept asking me the same questions over and over, trying to talk me into keeping the service. They would not accept that I just wanted to end the service. I told them that if they didn't, I would file complaints with multiple entities. That did not seem to phase them. I finally stopped auto-drafts with my bank to cancel the service. I would never, ever recommend this company to anyone.

This review is about my experience with customer service based in the Philippines. At first I was able to talk to a customer representative (Frank) trying to resolve the issue why the porting process was being rejected. So I requested to have a 3-way conference call with my provider so we can resolve the issue and Frank attempted to place the conference call then got disconnected.

I called back and this time got a customer representative (James) a very arrogant customer representative who claims to know everything. That the only way to resolve and communicate the issue is via email to their porting department and will not deviate from that concept, then goes on and on to explain how the process works... Finally I asked for his supervisor but hesitate to do so and play the game that all supervisors are at a meeting and so on and so forth. I tried to mention that there is an issue with the zip code that we need to use to port OUT and he just do not understand and still refuse to get a supervisor that is more knowledgeable about the porting process. So I demanded to talk to anybody that knows about porting and finally a manager informed me to use their corporate address in Palo Alto Ca 94303 vs. using my own address on the account.

This cleared the porting error for my service provider finally, but it is not over because OOMA need more time to release my number to my new provider. They are stalling and 3 days later my number is still dead. So this time (day 3) another OOMA representative suggested that it should be named OOMA Inc on the porting request instead of just OOMA. So needless to say another 24 hour wait is required...

I am posting this review to share my experience with OOMA to other consumers who are considering a VOIP system. I am hoping that the porting will be completed on day 4 now... Still in limbo with no phone! I will update this review upon completion of the porting OUT process. I am now at the mercy of OOMA's willingness to release my phone number to a much preferred provider with customer representatives that are based in USA.

Man where to start with this company. They keep billing our company $25 for a phone service we do not use. I called to cancel and was transferred to some overseas calling center where they wouldn't cancel the account no matter how many times I asked. 15+ times of "Cancel the account please" and I had to threaten to get our company attorney involved just to cancel a $25 a month VOIP phone line. We were probably going to reactivate our Ooma device once we started needing the line however after all of that I'm just going to pull an office space and take it out back and beat it with a bat. Do yourself a favor and stay away from this company!

I discontinued using my Ooma. I gave it to a friend and called Ooma and got a transfer code for him so he could activate the device without an additional fee. Two months later Ooma started charging my account again because he did not activate the device. I called in to find out why and they automatically start charging your account if the device is not activated within those two months. It took 25 minutes to get them to cancel my account. The agent kept saying, "We will give you a two month extension on the transfer." I explained it wanted the account cancelled not transferred and after 19 minutes of trying to get me to accept the extension, she said she had to check with her supervisor to get approval to cancel the account. I had to threaten them with legal action before they would cancel the account. I'm sure they make millions off of accounts that people thought they have cancelled but they still continue to charge.

After doing some research I dove in and invested on the Ooma service for home. The initial set up and number porting went as promised and I started out on the free trial of the Premier package. As it looked like I could live without the features of the Premier package I called and asked to cancel it before the trial period ended... And that was when my nightmare started. Customer service said no problem, they would switch it for me immediately. Two weeks later I noticed on my online account that I was still on it. I called CS and the person said I can't terminate until the trial period has expired then I have to call to terminate it. End of story, they terminated the trial immediately. It was just a line he was feeding me.

Two months later I started getting 2 or 3 scam messages on the Ooma box. I had set the Ooma box to only answer after 10 rings as my regular answering machine picks up after 4 rings. My regular machine did not get any of these scam messages (saying I owe back taxes). I called Ooma CS and they said I need to upgrade to premier in order to block these scam calls. I tried to explain my setup and that my guess was that the messages were somehow coming directly through their system but all the agent said was that I needed to upgrade. I didn't upgrade but since calling no more scam calls have come in. Coincidence?

Ooma claims the monthly fee they charge is only for Emergency 911 service. Interestingly I was paying .61 cents a month for this service with my old phone service providers but Ooma says it costs 3.98. Also, after the first 4 months they started adding the tax on top of that. Why not before? If this is a monthly service fee why don't they just label it as that and not advertise as a "free" phone service?

Last issue (for now)... Two months ago I received notification that my warranty for the Ooma box was expiring and if I wanted to buy an extended warranty. I did not respond. Now for the last week the Ooma box goes "offline" for about 4 hrs at a time every couple days. I called Ooma CS and they said there is a problem with my ISP (but interestingly I don't seem to have any internet problems). My ISP reports no interruptions in service. My call back to Ooma CS resulted in their Tech Support saying that there is a problem with my Ooma box which is covered under the extended warranty only and I should buy a new Ooma box and get the extended warranty up front.

Coincidentally, each time I call CS the Ooma box goes back online after I hang up and works fine for a few days without Ooma "fixing anything from their side." My supposition is that Ooma is up to some shady practices to get more money out of you. The core service seems to be okay, though I can't seem to ever get a clear connection.

I opted for the Ooma service in November 2016 due to their TV commercials and online reviews. I went and purchased the Ooma Telo from Best Buy and took it home to set up. Cost at store was $107 with the tax. A nice credit of $50 came with the purchase from Ooma so it came to $57 final cost. I then unboxed the unit and set it up with no problem. At the set up screen I was offered the Ooma Premier service which came to $138 for the year. This was due to my having a free port with the upgrade. Number ported over fine. I did have to call because they didn't provision the ported number for use. Simple chat session and all was ok.

Now on the 4-5th of the month I receive a credit card charge for taxes and fees. Please note there was no "state sales taxes on this charge" and it does not show on their online calculator after you enter your zip code. I call in January 2017 to have this removed, three live phone service persons refused saying they have a right to charge sales tax. I told them in NY you cannot and if it was not removed I would port out and for the record for a greedy $3.99 extra a year. I did just that.

It is on principle not on price. I also filed an FCC complaint, an online complaint with the NYS Tax Department and the Consumer Frauds and protections Bureau at the NY Attorney Generals office. Additionally I called my credit card company and placed a denial on Ooma from any further charges (read the internet and find they keep charging your card after you cancel service with them) and of course a charge back on both the Premier Service (pro-rata). I recommend if you are considering this company, don't get them. Like I said the call quality is great, and I can say the phone and chat are also pretty good. But, if you want to be nickel and dime to death then get Ooma. They are consumerate liars and not worth the money hassle.

There is nothing better than Ooma! Not having to pay a cable company or carrier for a landline is the best thing in the world. The only price you pay is the government issued tax. I didn't really interact with customer service save for the time I had to activate everything and rectify my billing. During those times customer service was polite and professional.

I have never had a problem with the Ooma. The only time it goes down is if my terrible Comcast service goes down. Otherwise, I have had no service interruptions. It installs into your home in such a way that you can use any phone at all with it! You can have all your phone lines be active and use a plain old, non-voip phone with it.

It is still cheaper than what l have now, but l tried it because l'm on a fixed income. It was promoted as free, then all these taxes showed up. At first they weren't expensive but then they got higher and higher. When l would call and ask about all these fees, they said it was taxes and they had no control over that but l could set up an account with them and it will be deducted from that account. But they could never really explain the fees completely. The service works well, it was clear. As long as your internet is reliable, your phone is great! No static on the line from your side. But l could never get the call blocking to work right. I had the plan that gave me all the extra services, blocking unwanted calls, etc. But when you went online to my account to utilize them, it was not always easy to use. And the way they laid them out was something's a bit confusing on certain services like call blocking.

The service was pretty, not many drop calls, wasn't that much hard to figure, was easy to get used it when I need to call long distances but overall very nice. Awesome customer service helped me through the set up. The cost they were very nice and patient. They will explain anything you need to know. Service was good. Loved how it didn't give me drop calls but was very reliable and sturdy to call far away. Highly recommended this service to all. Was easy to use just like a normal phone but better calling far away. No set up just a few clicks and you are all set up. They have a great customer care that help you out.