Home Phone Support Topics

If you don’t hear a dialtone when you pick up the phone, check the color of your Ooma logo. If it is flashing red, that means your Ooma is not working yet.

Ooma Logo Colours:
If your Ooma logo is a solid blue color, your Ooma service is up, but you may have hooked up your telephone incorrectly. Check to make sure that your phone is correctly plugged into the PHONE port on the back of your Ooma Telo Base Station or Phone Genie.

The Ooma logo on the front of the Ooma Telo Base Station or Phone Genie will flash red when the device is not able to connect to the Ooma service. This may happen upon first use if the device has not been activated properly. If the device has functioned in the past, the flashing red logo usually means that an interruption in your Internet service may have broken the device’s connection to Ooma servers. Verify that your Internet connection is functioning properly. Try rebooting your modem, router and/or Ooma Telo Base Station or Phone Genie to see if the network connection recovers.

Your first step in troubleshooting this problem should be to check whether you have turned your system’s brightness level to “off”. You can do this by locating the brightness symbol on your Ooma Telo Base Station or Phone Genie system and touching it to determine whether the system’s lights turn on.

The lights on your Ooma Telo Base Station or Phone Genie system will not turn on if the system is not plugged in properly. Please take a moment to ensure that the power cable is securely connected to the POWER port on your Ooma Telo Base Station or Phone Genie, and that it is plugged into an active wall socket. If the Ooma Telo Base Station or Phone Genie is connected to a power strip, verify that the power strip is turned on.

If your Ooma device is offline and these lights are turned on, it means that your Ooma Telo Base Station or Phone Genie can’t connect to the Internet. Your first step should be to review the setup diagram in the Quick Start Guide that best matches the setup in your house. Make sure that everything is properly connected and plugged into the appropriate place. If everything is set up correctly, the small green light on the TO INTERNET port should be lit up. If you have ensuerd that your Ooma Telo Base Station or Phone Genie is hooked up properly, you may need to reboot any network devices, such as modems and routers, that your Ooma Telo Base Station or Phone Genie is connected to on your home network.

There are several reasons that incoming calls may not cause your phone to ring. Here are some of the most common reasons why your phone might not ring:

• The ringer on your phone is turned off. You may need to consult the manufacturer’s instructions for help with turning the ringer back on.
• You have activated the Do not Disturb feature. If this is the case, the Envelope key will be a solid orange color on your Ooma Telo Base Station or Phone Genie, and all new calls will go to directly to voicemail. In order to deactivate this feature, hold the Envelope key for three seconds.
• Your phone is not properly plugged into your Ooma Telo Base Station or Phone Genie. Check to make sure that there is a phone securely plugged into the PHONE jack of your Telo Base Station or Phone Genie, or that any Ooma handsets you own are properly registered.
• You have enabled the Call Forwarding feature, and all incoming calls are being redirected to another phone number.

The Ooma PureVoice™ HD technology built into the Ooma Telo Base Station or Phone Genie includes sophisticated algorithms to deliver the best voice quality your Internet connection can support. In order to obtain the best voice quality results, Ooma recommends that you connect your Telo Base Station or Phone Genie system between your modem and router.

Quick Start Guide: Black Station

Quick Start Guide: White Station