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1.4 44 Reviews

Ooma Complaints Summary

4 Resolved
40 Unresolved
Our verdict: If considering services from Ooma with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Ooma reviews & complaints 44

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7:21 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Ooma - Ooma customer service - cancellation process

I ordered service from Ooma phone company, and they shipped their equipment. I received the equipment and was prompted to provide my billing info to activate the account. The acct was activated, and I received a confirmation email. However, I needed assistance with set-up. I called the customer service line for three days straight before I was able to...

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8:58 pm EDT
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Ooma Get my Ooma phone to work properly - PLEASE!

I have used Ooma for several years and up to a few weeks ago the quality of phone calls was good to excellent but then about 2-3 weeks ago people calling me started complaining that they could not hear me - while I could hear them - then the quality of calls got worse - my UNIDEN phones - which had always been working just fine - totally stopped accepting any messages. I have tried to find a customer service number at Ooma to call and talk with a live person but to no avail - do they not understand customer service?

Yesterday I went and bought a NEW Panasonic phone system - rated #1 - installed it into the Ooma system - the Blue button shines saying everying is working BUT when my wife attempts to call our Ooma land line from her cell phone nothing happens!

I invite Ooma to attempt to call my Ooma landline - it is [protected] and see what happens - try to leave a voice message and see what happens REALY WANT my OOMA PHONE TO work correctly like it used to - PLEASE HELP I

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12:47 pm EDT

Ooma Ooma telo service billing practices

I have had Ooma's VOIP Telo Basic service, billed monthly, for more than 5 years. Without notice and without my authorization, this month Ooma "upgraded" me to "Premium" Service, billed annually at a higher rate. Ooma's customer support chat person gave me several cycles of runaround, repeatedly giving me the false information that I had had Premium service all along. After I pressed the point, he offered me a one-time partial credit if I would keep the Premium plan, which would still be much higher than my original plan. He finally agreed to "downgrade" me to my original plan and to refund the annual fee, although said it would take 3-5 days. As of now, my online account information still shows me as having the Annual Premium service.

This all strikes me as dishonest behavior and increases the likelihood that we will drop Ooma altogether.

Desired outcome: Immediate refund of $134.97 annual fee, resumption of Basic service, billed monthly with a one-month credit for the time wasted dealing with this, a written apology, and for Ooma to discontinue these deceptive practices.

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Is Ooma legit?

Our verdict: Complaints Board's thorough examination reveals Ooma as a legitimate entity with notable strengths. Despite a 9% resolution rate on customer complaints, which invites a closer look, Ooma stands out for its commitment to quality and security. Clients considering Ooma should delve into its customer service record to gauge compatibility with their expectations.

Ooma earns 91% level of Trustworthiness

Perfect Trust Endorsement: Ooma achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Ooma. The company provides a physical address, 7 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Ooma has registered the domain name for ooma.com for more than one year, which may indicate stability and longevity.

Ooma.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Ooma website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Ooma.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Ooma.com you are considering visiting, which is associated with Ooma, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Ooma website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While Ooma has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 44 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Ooma protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Ooma. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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12:20 pm EDT
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Ooma Ooma promotes "ELDER ABUSE". They took advantage of my Mother with Dementia.

Ooma promotes "ELDER ABUSE". They took advantage of my Mother with Dementia.

My Mother has dementia and moved her phone number to another company but even though Ooma could tell me exactly when the service was moved they kept charging her the same price even though they knew Mom was no longer using the service. I called and asked for a refund but they refused to refund the charges.

I explained the situation and they don't care.

Desired outcome: Refund service from the time the number was ported.

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3:18 pm EDT
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Ooma "refer a friend" promotion

I just spent 3o minutes explaining my Ooma problem & attempted to send it. My detailed email was totally lost.

It has to do with A problem on "Refer A Friend" Promotion

Rather than trying to re-construct my issue, I will give you the case # to help me. I have been a loyal Ooma Premier Customer since 2014... Just referred a friend last week. Now Ooma is telling me I did not fill out information through my Ooma account. It would not let me. When I clicked "Refer A Friend" it took me to an empty page. I had to go online to start the Refer process. My friend has all the emails etc.

Until this mess happened I had been a happy Ooma customer since 2014. NOT NOW! I

My friend has his Ooma service now (Due To Me) plus he paid for a year of Ooma premier & phone porting. I actually spent my time helping him install & activate his new Ooma Service. I am a tech & Texas Radio Broadcaster. Through the years, I have sent your company many new customers, but never "Refer A Friend" until last week. Very poor experience. My friends first "Invitation" from me arrived to his email Last Monday April 24th 2023. With my help I activated/installed Ooma for him in Oregon USA on Saturday April 29th, 2023. His Telo arrived by mail from Ooma in California on Friday April 28th, 2023. He is now a very happy Ooma customer & I am not. What a shame!

My Case # is [protected]. I spent a full hour over this problem today Wednesday May 3rd 2023.

I am sincerely hoping Ooma will correct this problem ASAP.

Desired outcome: Please honor "Refer A Friend" promo credit $60- to me And $30- to my friend & new Ooma customer.

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3:03 pm EDT
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Ooma Billing, misinformation

Before purchasing the Ooma Telo LTE, I checked with Ooma to see if the service could be downgraded if I couldn't get a cellular signal in my neighborhood since cell service is spotty here. I was told I could.

The Ooma Telo LTE arrived and was relatively easy to set up, but it suffered from the same issues I have with our cell phones. Service was spotty, so I called and downgraded our service from "premier" to “basic." The bill was to go from $27+ monthly to $6+ monthly. I was told the next bill would reflect the change. My account portal reflected the change. Connected to my wifi, the Ooma worked, so I was happy.

Fast forward to April 22. My credit card shows I am being charged $27+ for premier service. I called customer support & today's rep told me I can't downgrade my service with this particular model. She claims the previous TWO representatives I spoke with BOTH lied to me. She said to downgrade my service, I have to buy a new model - not trade in the non-working model, but spend another $100+ to buy new equipment to downgrade my service.

I asked to cancel my service. You have to speak with a different rep for that, and that department isn't available until 9a-5a PST on Monday. Thankfully, I'm on the east coast, so I can call after my work hours.

After this experience, I wouldn't recommend trying any service from this company.

Desired outcome: I want them to cancel my service & to train their customer service representatives so they are not giving out fraudulent information.

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6:48 am EST

Ooma Phone service

2-20-23. I just filed a complaint with the Better Business Bureau. I wanted to see what other reviews said. I could not believe that the BBB gave them a rating of A+. I read quite a few other reviews and didn't see any that were good, so I hope that they change that rating ASAP. Who knows how many customers looked at their rating on BBB and thought that they were doing business with an honest company. My complaint is that I signed up for a basic simple plan for a $6.50 monthly charge (I paid over $100 for the phone through Costco). I just needed something cheap & basic and didn't realize that without my knowledge they had been charging me $144 a year, every year for a subscription charge, which I would never agreed to, when I saw that I flipped out. Plus the phone itself is crap, it has constant static, & I lose many phone calls, they just did not come in. I want my subscription money back, I never agreed to the subscription…they just tacked it on. I want people to read how dishonest they are. Now I have to cancel & get my phone number ported back because I've had the same phone number for 43 years and I want to to KEEP it. From many other reviews I have read, trying to cancel with this company and get your phone number Ported over to a new company is almost impossible. They ignore their emails & cancellations and continue to bill people. If you look on the BBB you will see all the complaints about that very thing, over and over again. Do not do business with this company or at least read the reviews on various websites and you will understand why I say this. Make sure the website you go to or not run by the OOMA corp. Good luck!

Desired outcome: I would like to have the yearly subscription cost that was billed to me last year and this year refunded I never agreed to it.

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6:17 pm EST

Ooma Ooma

I’ve been a long time customer of Ooma, but lately the service has been horrific. We’ve been receiving numerous spam calls that reset the whole system each time. Each call causes the phone to power down and cycle on. Resetting the system doesn’t work. Changing our phone number helped with some of the spam callers, but incoming calls are now being processed incorrectly. Some are sent through some are not. This is getting ridiculous.

Desired outcome: A proper working phone.

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12:38 pm EST

Ooma I purchased my ooma telo on december 26th and today is january 3rd and not received my order

I purchased my Ooma Telo on December 26th and today is January 3rd and Not received my order and very disappointed with this telephone company.

I called this morning for customer support and finally she anserved my phone and she took 26 minutes to find out what's going on ,

She was super slow and unprofessional and she did not understanding or how to deal with my situation.

I asked 4th times to connect me to supervisor and talk and she did not like me to talk to supervisor ,Finally i talk to supervisor and his name is Jay ,and he also said my order is not shipped yet and need wait for another 7 business day ,So total of days of since ordering and receiving according what he said need take 20 business days.I asked supervisor what is your customer satisfied and keep customers happy to get more business he said NOTHING .I believes some of staffs need to be retrained to learn how to communicates with customers and how deal with something comes up same as my case to keep customers happy .

I would not recommends to my friends or other community to get telephone services from Ooma because i am not happy at All .

Jalal tirgardoun 1/3/2023

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2:53 pm EDT

Ooma Resolved after extreme stressful two hours of them putting me on hold, trying to transfer me and hanging up on me!!!

Do not use this service!

It is a nightmare trying to cancel the service.

They will keep you on hold forever and once you get through, the run around is so bad it will make you sick.

I tried to get a cancellation reference number numerous times, and all they wanted to do is transfer me to someone else and did so, and then hung up on me while I was on hold.

It took me two hours of trying to finally get someone to help, and even that person was giving me the run around and trying to transfer me.

This harassment should be against the law! super stressful!

DO NOT USE THIS COMPANY!

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11:31 am EDT

Ooma phone and internet two locations

was informed when I signed an agreement that I would have 30 days to cancel and get a full refund. Ooma after 25 days could not get the equipment to work and had to keep my old internet and phone service since the could not complete it. I was very dissatisfied with the service so called and they said ship it back. We then told them we shipped it back and they would give us our refund after they recieve it. Well we call back several times and they state it is rental phones and they will not refund 2 months charges on my card. These people will scam you out of your money and never keep their promises. I have paid out almost $600 for 2 months service and $75 to ship it back to them.

Desired outcome: 100 percent refund. This is mail fraud if not. call [protected]

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Miss Cindy
, US
Feb 08, 2023 3:52 pm EST
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Filed 07 February 2023 9:00 am CST & 08 February 2023

Federal Communications Commission

45 L Street NE

Washington, DC 20554 Phone: [protected]

FCC COMPLAINT REGARDING OOMA residential telephone service

Timeline:

01-30-2023 Ordered OOma Telo Air 2 - ooma.com email: sales@ooma.com

02-01-2023 Received equipment and spent two days on the phone with OOma trying to get it to work. Numerous technicians tried to help but were unsuccessful in setting up telephone service with temporary phone number.

02-02-2023 Notified OOma that I no longer wanted to deal with them or their equipment which does not work.

02-02-2023 Returned OOma Telo Air 2 to Best Buy

02-02-2023 Notified credit card company to stop all further charges by OOma and to refund amount for returned device.

02-07-2023 Received email notice from OOma that they were in the process of porting my telephone number. I notified OOma and my present phone service that OOma is not authorized to change my telephone service provider.

02-08-2023 OOma ported our phone after being told NOT to do that. WE HAVE ABSOLUTELY NO TELEPHONE AT ALL – NO way to call 911, receive, or make calls.

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6:11 pm EDT

Ooma Call blocking/customer support... Etc.

Ooma used to be a great company 10+ years ago with great Tech support...

Now all I get is offshore people that don't understand the product they are supporting and just keep repeating the same thing about the website, I get sent to "advanced" tech support and they do the same thing just keep telling me to do stuff on the website. Which I have done multiple times and still not working, or no option to do what I want.

I ask about advance features, or API details, or anything I can do myself thru code. I get silence, and just told website is all.

Tech support person after being on call 45 min, and 70% of that was on hold... I was told they went over the features on the website and that is all I can do. And would not give me to anyone else that could answer my questions.

I feel these support people have no idea what they are doing other than reading a script of what's available on the website.

Desired outcome: like to discuss with somone about any "advanced" features from a customer prospective with ooma or my device.

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9:50 am EDT

Ooma They refuse to return of funds and prepayments

I used Ooma's services for about three years without much trouble. A few weeks ago, calls weren't connecting, or we couldn't make calls. I went through two levels of technical support that only served to waste my time.

My elderly mother can't be alone depending on poor phone service, and I decided to cancel. After 29 minutes on the phone, enduring attempts to hold me back, the representative finally agreed to cancel my account. But to my surprise, she refused to return the $14.99 I had in my account as funds. Furthermore, she refused to let me talk to a supervisor, and even the services I prepaid for a whole year will not be returned.

I decided to change companies because of the poor service, but I never thought that Ooma would keep the money that belonged to me. This is unacceptable and dishonest.

Desired outcome: Return of my funds

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12:01 pm EDT

Ooma Activation and customer service

I really was looking forward to this service. Saving money is great. They never came to set up the service on the date agreed upon. I was not able to get the representative to answer my call. Called to cancel was a complete fiasco. Was told I would be emailed a return label. Never happened. Called to find out way. Was told it would be out of my pocket to rerun equipment that was never removed from

The box. And was told I wouldn’t get my activation fee back since it was activated. 0/10 would not recommend this scam.

Desired outcome: I want my money back. But that’s not going to happen.

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2:25 pm EDT

Ooma Phone service

I have called OOMA, Inc. re cancelling my phone on June 12. Every time I ask for that they refuse. I've told them I'm moving out of Portland, Oregon to Indiana on the 12th. They say I need to get their service there. They say I need to get a mobile phone. I said I don't want a landline. I have a smartphone and don't need their service. They ask why? Over and over. I have called 5 times to get my phone service cancelled on June 12. I supposedly talked the last time with a supervisor. He was the worst of all. He said he would cancel my phone today.

I said I need it until June 12. He said he would not cancel it. I have to call the same day I want it cancelled.

Desired outcome: Allow me to get them to stop my phone on June 12th.

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6:56 pm EDT
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Ooma Telephone service

I've had a lot of problems with the Ooma service over the last seven months and I ported my phone number to another (1 VOIP) company. The porting was completed over a week ago and I've been using the new service regularly ever since. I've been trying to cancel Ooma service but they are dragging their feet, trying to get me to stay with them.

They won't even tell where I can return the Ooma adapter device.

Please help. Thank you.

Desired outcome: Cancel Ooma service and let me know where to return the Ooma adapter.

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12:16 pm EDT
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Ooma Activation

For 16 months, Ooma was taken monthly service charge from my account while the service was never activated. Whenever I called, they always told me that the service was activated but it was my WIFI issue until a technician was able to finally activate it (5/03/22). I asked for a full refund which they promised to grant. While I am waiting for the refund, Ooma made several attempts to collect more money from my account without refunding the account as promised. The reason why Ooma is unable to collect more money is because I changed the number of the account that Ooma has on file.

Desired outcome: Refund

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Jo58765hn Smith
, US
Sep 02, 2023 1:08 pm EDT
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My OOMA service did not work for days at a time. I eventually closed my account, effective Sept. 4, 2022, and was told there would be no more charges by someone named Arnel. In fact I had an $8.65 credit coming back to me. Come October OOMA charged my credit card. Come November and OOMA charged my credit card again. I had no service with them, I don’t even live in the country anymore. To stop the charges I had to cancel my credit card. Yet the Canadian government allows OOMA to steal my money. Why?

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2:26 pm EDT

Ooma Telo portable phone

9 May 2022, My phone will not charge. I contacted customer service/support to find out how to purchase a new one. I got someone from another country that was hard to understand but I muddled through it. Apparently (according to the Ooma rep) chargers are not sold separately they are only sold as a set with the phone. He finished the phone call asking if I wanted to purchase one or two new phones! Worst customer service response I have ever encountered! Now my only option is to purchase a new phone if I want to use their service. I'm going to sleep on that one before I tell them where they can put their new phone.

Desired outcome: Find a charging base for my phone

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10:09 pm EDT

Ooma Tech support & customer service

3/27/22 I called tech support because callers hear one ring and a dial tone. My phone hangs up on them. On my end, I receive one ring and when I pick up I get a dial tone. I called tech support for assistance.

Note: I think the Philippines has a patent on creating customer frustration without creating positive results.

After 20 minutes on hold with Kuirwin checking the line, I hear a series of clicks, buzzing and the phone went dead. I hung up and waited for Kuirwin to call me back - That never happened.

I called back later to ask for supervisor - I was connected to a dial tone.

I called again, speaking with Mack he transferred me to Arnel. Again I asked for a supervisor - Each time "May I know why you want to speak to a supervisor?" After a brief hold I was connected to Jay in tech support NOT a supervisor. I explained the issue for the fourth time. Jay sad he will reset the line and call me back. He did call back and assured me the problem is fixed and will not happen again. I thanked him and hung up.

I called my number using my cell phone and Nothing was fixed. The phone rang once and hung up on me. Now it is after 5pm their phone just rings and rings. They are likely closed. So Ill use this time to file complaints with the Public Utilities Commission, The Federal Trade Commission and the BBB

Desired outcome: Results. Address to issue fix the problem.

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5:10 pm EST

Ooma Phone

All I ordered on or about Jan. 31, 2022 was a basic telephone to go into the wall. On the 5th of Febuary, I received a large white apparatus and a phone.

The white device was a 4G base for internet. This was not what I wanted. I never was told the phone had to be bought with internet devices. I was shuffled around to 3 different people. The last one put me down. He was degrading my intellect. I was furious! He needs to send me a return label. I am waiting so it can all be returned.

Desired outcome: Refunded

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Ooma contacts

Phone numbers

1888 711 6662 1877 621 0515 More phone numbers

Website

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