Frequently Asked Questions

Where is the company located?
What’s the difference between the Ooma Telo Base Station or Phone Genie device and the Ooma Linx device?
What is the voicemail transcription feature?
What is the Broadband Answering Machine feature?
What is the “Do Not Disturb” feature?
What is Ooma?
What is Ooma’s core philosophy?
What is Ooma Premier?
What if my Ooma system breaks? Is there a warranty?
What if I have TiVo® or another satellite/cable box that needs to be hooked up to a phone line? Can I still use them?
What happens if my Internet connection goes down?
What do I need to use the Ooma system?
What do I need for the Ooma system to work?
What about a phone number? How do people reach me?
It seems like everyone out there has a VoIP product. What makes Ooma different?
Is there a maximum amount of minutes per month?
Is the Ooma system difficult to install and operate?
Is it difficult to use the Ooma system?
If there’s a lot of traffic on the Internet, will that impact my voice quality?
If the power goes out in my house, can I still make calls?
I just installed an Ooma Telo Base Station or Phone Genie and an Ooma Linx. How do I use the Instant Second Line feature?
I don’t get it. How can I make phone calls without a landline?
I currently get voicemail through my home phone service. Can I cut that cost too?
How much does Ooma cost?
How does the Bluetooth adapter work?
How does Ooma compare with other VoIP services?
How do I use the Bluetooth Adapter?
How do I get Ooma PureVoice HD?
How do I access Google Voice extensions?
Does Ooma provide caller-ID service?
Do you support 911 calls?
Do you offer three-way conferencing?
Do you offer Hawaii, Puerto Rico or Alaska phone numbers?
Do the people I call need to own an Ooma device for the calls to be free?
Do I need to leave my computer on to use Ooma?
Can I use the Ooma system with a wireless or satellite Internet service?
Can I use the Ooma system internationally?
Can I use a Fax machine with my Ooma system?
Can I keep my current phone number?
Can I call anywhere in the U.S. for free?
Are you hiring?
Will the Ooma system work with my cordless phone set?
When was Ooma founded?
Some of my friends have VoIP and, frankly, the voice quality isn’t so hot. How is the voice quality with Ooma?
If my calls are routed over the Internet, how does Ooma ensure that my calls remain private and secure?
I’m planning to move across the country. What happens to the phone number assigned to my Ooma system?
How hard is it to set up my Ooma system?
Hey, I ditched my landline long ago. Can I still use the Ooma system?
Do I need to use a headset or use a special phone?
Do I have to decide in advance whether I will be using the Ooma system with or without a landline? Can I drop my landline later?
Can I access my voicemail from any phone or computer?

Where is the company located?

Ooma is headquartered in Palo Alto, California, the heart of Silicon Valley.

What’s the difference between the Ooma Telo Base Station or Phone Genie device and the Ooma Linx device?

The Ooma Telo Base Station and Phonee Genie are the brains of the Ooma system and must be installed for the Ooma service to work. The Ooma Linx device extends the Ooma phone service to other areas of your home. It also gives you access to the Instant Second Line feature (part of Ooma Premier). Simply connect the Ooma Linx device to a power outlet, and a regular home phone.

What is the voicemail transcription feature?

Ooma Voicemail-to-Text service is available to Ooma Premier subscribers for $9.99 per month. This plan includes 40 messages; additional messages are $0.25 each. This service converts Ooma voicemail messages into text and delivers it to a mobile phone or email account associated with the Ooma profile.

What is the Broadband Answering Machine feature?

The Broadband Answering Machine feature lets you hear messages, screen and intercept calls, and set privacy settings at the touch of a button, like Send to Voicemail and Do Not Disturb. You can also visit the online My Ooma to hear voicemail, set up notifications to email/SMS, and manage your voicemail preferences. Some of the features of the Broadband Answering Machine, such as message screening, Do Not Disturb, and Send to Voicemail, are available with an optional subscription to Ooma Premier.

What is the “Do Not Disturb” feature?

The Do Not Disturb feature helps you control your privacy. Simply press and hold the envelope icon on any personal or shared Ooma device for two seconds, and your calls will roll into voicemail without ringing. To deactivate Do Not Disturb, hold down the envelope icon for two more seconds. Do Not Disturb is part of the Ooma Premier package and is available with an annual or monthly subscription after a free 60-day trial.

What is Ooma?

Ooma provides free home phone service once you purchase our device for a one-time fee. Plug your high-speed Internet and existing home phone into Ooma and call anywhere in the U.S. for free. You pay only applicable taxes and fees. You’ll enjoy clear, landline quality voice and included features like caller-ID, call-waiting and voicemail.

What is Ooma’s core philosophy?

Founded in 2004, Ooma represents the next logical step in the telecommunication evolution and is dedicated to providing cost-efficient, advanced technologies to enhance the communication experience. Ooma’s first product delivers the reliability of traditional phone service with advanced telephony features that enable consumers to make free, local and long distance calls anywhere in the U.S.

What is Ooma Premier?

With a purchase of an Ooma System, you’ll get free US Calling, caller-ID, call-waiting, and voicemail – These features are part of Ooma’s core services and are included for the life of the product. Ooma Premier is a bundle of Ooma’s enhanced calling features, designed to deliver the ultimate home phone experience. Ooma Premier is only available with subscription - to learn more, visit ooma.com/premier.

Each Ooma system comes with a free 60-day trial of Ooma Premier so you can try out all of Ooma’s enhanced calling features. If decide not to subscribe to Ooma Premier, your system will revert back to supporting only Ooma’s core calling services.

What if my Ooma system breaks? Is there a warranty?

Absolutely. All Ooma devices come with a one-year limited warranty for material defects. This means, we’ll replace or repair your Ooma device for one year from the date of purchase. You can extend the one-year warranty to three years for the one-time fee of $69.99. This option is available any time during the first year of service. To purchase an extended warranty, please contact our Customer Care team.

What if I have TiVo® or another satellite/cable box that needs to be hooked up to a phone line? Can I still use them?

Of course! Just connect these devices to your landline through a standard phone jack without routing through the Ooma system (although you may incur monthly charges from your local phone company).

What happens if my Internet connection goes down?

In the event of an Internet outage, you won’t hear the signature Ooma dialtone and the Ooma Tab or Logo will turn from solid blue to blinking red. If you’re using the Ooma system without a landline, you won’t be able to make calls until your Internet service is restored. If you’re using the Ooma system with a landline back-up, you’ll be able to make calls (although you may incur calling charges from your landline service provider).

Also, with an Ooma Premier subscription, you can configure the “Call forward on Internet outage” feature to ring another phone number in case of a power outage.

What do I need to use the Ooma system?

All you need is a high-speed Internet connection (cable, DSL or fiber-optic) and a regular home phone.

What do I need for the Ooma system to work?

All you need is a high-speed Internet connection (cable, DSL or fiber-optic), a regular home phone and a desire to save money.

What about a phone number? How do people reach me?

When you register your Ooma device online, you will get to pick a new phone number in most any area code in the US (except Alaska). Go to www.ooma.com to check if we have a number available near you.

If you would like to keep your current phone number, do not disconnect your current phone service. Select a new temporary number for your Ooma service and submit a request to Ooma to port your current number to your Ooma service. This process usually takes a week or two. Once your number has been ported you may cancel your old phone service.

Due to the high cost of Hawaii, Puerto Rico, and Alaska phone numbers, numbers in the 808, 787, 939, and 907 area codes carry a surcharge of $29.99/year per number. This fee is waived for one of these phone numbers if you subscribe to Ooma Premier. To activate your Ooma system with a Hawaii, Puerto Rico or Alaska phone number, please contact Ooma support.

It seems like everyone out there has a VoIP product. What makes Ooma different?

The Ooma system has been architected to deliver exceptional voice quality and reliability using PureVoice™ technology, giving you the crisp, acoustic performance of a landline. Our customers have reported that Ooma delivers “excellent voice quality,” “better than landline.” In addition, the Ooma device is not just an ATA, it’s an intelligent telephony platform that enables a new class of services to be instantly delivered to your home. For a list of the enhanced features we offer, visit our features page. We have lots more innovative features on the way!

Is there a maximum amount of minutes per month?

Like all other “unlimited services” such as cell phone data plans and other VoIP services, we do have a limit of 5000 minutes per month (for outbound calling) that we can enforce on a case by case basis in the event that a subscriber is clearly abusing the service (i.e. call centers, commercial purposes, etc.). We have never terminated a customer that has used the service for residential purposes.

You can learn more about this in this blog post.

Is the Ooma system difficult to install and operate?

Our patent-pending auto-configuration technology makes set-up as painless as possible. Most customers are up and dialing in less than 15 minutes. Using the Ooma system is even easier! Use your existing home phones just like always, only now you don’t have to worry about a phone bill!

Is it difficult to use the Ooma system?

Learning to use the Ooma system is easier than making microwave popcorn. We’ve designed the Ooma system with familiar icons to ensure an intuitive user experience. Chances are you’ll be up and dialing in minutes. If not, you can visit our support site. There you’ll find dozens of articles, tips, diagrams, and a lively customer forum.

If there’s a lot of traffic on the Internet, will that impact my voice quality?

Ooma has optimized its architecture to ensure low latency and reliable performance. When you place calls, information packets are intelligently prioritized over the Internet to ensure a seamless calling experience. This technology also ensures that your Internet service will not be adversely affected when you talk on the phone.

If the power goes out in my house, can I still make calls?

That depends on the type of Ooma system you have and whether or not you’re using it with a basic landline back-up.

If you’re using your Ooma system without a landline or if you have an Ooma Telo Base Station or Phone Genie system, you won’t be able to make or receive calls until the power is restored. With a Premier subscription, you can configure the “Call forward on Internet outage” feature to ring another phone number in case of a power outage.

If you’re using the Ooma Hub system with a landline back-up and the power goes out, all the lights on your Ooma devices will turn off and your dialtone will revert to your local landline. With a line-powered phone, you’ll be able to make and receive calls, but you may incur charges from your local phone company. If your phone requires electrical power, you won’t be able to make calls until the power is restored.

I’m not sure if Ooma will work with my network configuration. Is there anyone I can contact? Why, certainly! Our Customer Care team will be delighted to answer your questions. Just visit our support contact page to reach us by phone or email.

I just installed an Ooma Telo Base Station or Phone Genie and an Ooma Linx. How do I use the Instant Second Line feature?

If you’re a new customer, you automatically get a free 60-day trial of Ooma Premier. This means you have access to the Instant Second Line feature. To make two calls at once, simply pick up a phone associated with a different Ooma device than the one supporting the call in progress.

I don’t get it. How can I make phone calls without a landline?

Your landline is one way to route calls from one phone number to another. The Internet can do the same thing using a technology called VoIP (which stands for Voice over Internet Protocol). Simply put, you can transmit calls over the Internet in the same way you send email. Our state-of-the-art encryption helps ensure that all your calls remain secure and private. In addition, the ooma system has been architected to deliver exceptional voice quality and reliability, giving you the crisp, acoustic performance of a landline, without the associated fees. Our customers report that Ooma delivers “excellent voice quality,” “better than landline.”

I currently get voicemail through my home phone service. Can I cut that cost too?

You bet! Ooma provides voicemail at no extra charge. You can check your voicemail online, by phone or on the Ooma devices themselves with the Broadband Answering Machine.

How much does Ooma cost?

The Ooma Telo Base Station has a list price of $129.99 and includes a 60-day free trial of Ooma Premier.

How does the Bluetooth adapter work?

The Bluetooth adapter links a mobile phone to an Ooma Telo Base Station or Phone Genie. Plug the adapter into the USB port on your Telo Base Station or Phone Genie system, link your mobile phone, and you’re ready to go. You must have a compatible Bluetooth-enabled mobile phone and be an Ooma Premier subscriber. You can link up to 7 mobile phones.

How does Ooma compare with other VoIP services?

Ooma is a standalone device that does not require a computer. There is no software to install and no need for a headset. Ooma replaces your current phone service and delivers clear, landline quality calling over your existing phone and high-speed Internet connection. Ooma will make your phone bill a thing of the past and save you hundreds of dollars per year over other phone/VoIP services.

How do I use the Bluetooth Adapter?

Just plug the adapter into the USB port on your Ooma Telo Base Station or Phone Genie, link your mobile phone or headset, and you’re ready to go!

How do I get Ooma PureVoice HD?

Ooma PureVoice HD is available to all Ooma Telo Base Station or Phone Genie customers. Your system will automatically comes with this technology built-in and ensures you get excellent voice quality even under the most demanding broadband conditions.

How do I access Google Voice extensions?

This service is available to Ooma Premier subscribers who want to integrate the use of Google Voice with an Ooma Telo Base Station or Phone Genie. Go to My Ooma, click on preferences, then click on the Google Voice icon, and follow the instructions to integrate.

Does Ooma provide caller-ID service?

Ooma provides inbound caller-ID number at no extra charge for all calls that come in on a number you’ve selected from Ooma or a number you’ve ported to Ooma. If you’re using the Ooma system with a landline back-up, however, you’ll need to get inbound caller-ID from your landline phone company.

Ooma also provides outgoing caller-ID at no extra charge. By default, during activation, your caller-ID will be set to use your last and first names. If you wish to change or personalize an existing outgoing caller-ID name at a later time, you can choose to do so for a one-time charge of $19.99. Acceptable caller-ID names contain some combination of your first name, last name and/or your home business name. New requests and changes for outgoing caller-ID name are processed within 5 business days.

Do you support 911 calls?

Yes. Ooma provides E911 service where supported. We will collect your address when you register your Ooma device online, and send it to emergency response personnel when you dial 911. Since Ooma works over your Internet connection, you will need to call from a mobile phone if your Internet connection is down. If you’re concerned about relying on your Internet for phone service, we’ve built the Ooma system to work with a landline back-up. In this case, your 911 calls will always be routed over your landline.

Do you offer three-way conferencing?

Ooma makes three-way conferencing easy! Once you’re on a call, simply press the second line button to make or take a second call. Then press down both line buttons at once, and you’ve got yourself a three-way call! Please note that this feature is part of the Ooma Premier package and is only available with an annual or monthly subscription.

Do you offer Hawaii, Puerto Rico or Alaska phone numbers?

Yes, but due to the high cost of Hawaii, Puerto Rico and Alaska phone numbers, numbers in the 808, 787, 939 and 907 area codes carry a surcharge of $29.99/year per number. This charge is also applied to Hawaii, Puerto Rico and Alaska phone numbers that are ported to Ooma. This fee is waived for one 808, 787, 939 or 907 phone number if you subscribe to prepaid annual Ooma Premier. We may also not be able to provision your caller-ID information in some Hawaii, Puerto Rico and Alaska calling areas. To activate your Ooma system with a Hawaii, Puerto Rico or Alaska phone number, please contact Ooma support.

Do the people I call need to own an Ooma device for the calls to be free?

Nope. Unlike some other services, Ooma lets you call anyone, at any number, anywhere in the U.S. without charge.

Do I need to leave my computer on to use Ooma?

No, Ooma is a standalone, low-power, always-on device that works independently of your computer. This saves you from the hassle of installing anything on your computer and from having to leave your computer turned on to make and receive calls. That alone could save you up to $20 per month in energy costs!

Can I use the Ooma system with a wireless or satellite Internet service?

The Ooma Hub device has been designed to work with a wired high-speed Internet connection (such as DSL, cable, or fiber-optic). While we have a number of customers who have used the Ooma system with a wireless Internet connection, we cannot guarantee the performance will be quite as good. Please note that you can still use a Wi-Fi network in your home. For more home set-up information, please refer to the product documentation.

Can I use the Ooma system internationally?

The Ooma system can be used anywhere there is a high-speed Internet connection. Regardless of where you use it, calls to the US will be free and calls outside the US will be subject to low-cost international rates. If you plan to use the device overseas, be sure to use a phone that meets US standards, and be aware that the power supply that comes with the Ooma Hub is built for US power specifications. Also, if you choose to install and use the Ooma system outside the US, you’ll be solely responsible for compliance with international laws and subject to all associated fees, taxes, tariffs, and legal penalties.

Can I use a Fax machine with my Ooma system?

While we don’t guarantee use of a Fax machine with the Ooma system, it generally works, provided you connect the Fax to the back of your Ooma Hub device. To send a Fax, dial the prefix *99 before you place an outgoing Fax call. To receive a Fax, we recommend that you add a dedicated number in My Ooma or set your Fax machine to “manual pick-up” to prevent interference with the Broadband Answering Machine feature.

To learn more about faxing with Ooma, visit www.ooma.com/fax.

Can I take advantage of Ooma’s savings using my cell phone? No, the current system does not support cell phones.

Can I keep my current phone number?

In most cases, yes, Ooma can transfer (port) your existing phone number to Ooma. Normally there is a one-time processing fee of $39.99, but if you sign-up for an annual subscription to Ooma Premier ($119.99/yr), we’ll waive the porting fee. To confirm that your number can be transferred, go to www.ooma.com/products/port.

Please note that porting typically takes up to three weeks and you must keep your current phone service until the transfer is complete.

Can I call anywhere in the U.S. for free?

Ooma allows you to make local and long-distance calls within the 50 states for free. A few exceptions apply: Ooma does not support 900 numbers and phone chat services. Directory assistance (411) calls will be charged to your prepaid calling account and cost $0.99 per call. Pay only applicable taxes and fees. Federal universal service charges, state and local taxes, fees & surcharges and regulatory and compliance fees are billed monthly and are subject to change. To determine the specific charges in your area, go to www.ooma.com/rates.

Are you hiring?

Always! We’re a fast-growing company that values creativity, integrity, innovation, and passion. If you think you’re a good fit, forward a resume to careers@ooma.com. We are proud to be an Equal Opportunity Employer.

Will the Ooma system work with my cordless phone set?

Definitely! Ooma will work with any home phone, corded or cordless. Just plug the cordless phone base station into your Ooma system and enjoy free calling on all of your handsets.

When was Ooma founded?

Ooma was founded in 2004 and introduced to the public in July of 2007.

Some of my friends have VoIP and, frankly, the voice quality isn’t so hot. How is the voice quality with Ooma?

The Ooma system has been architected to deliver exceptional voice quality and reliability, giving you the crisp, acoustic performance of a landline, without the associated fees. Our customers report that Ooma delivers “excellent voice quality,” “better than landline.” This is one of the areas in which we truly excel.

If my calls are routed over the Internet, how does Ooma ensure that my calls remain private and secure?

The Ooma system uses the latest security and data encryption technologies to securely deliver user calls. As a result, Ooma is as secure as a traditional landline.

I’m planning to move across the country. What happens to the phone number assigned to my Ooma system?

You can take the Ooma system and your Ooma phone number anywhere you move in the U.S. And if you have Ooma Premier, you can keep your existing Ooma number AND choose a new phone number in your new calling area at no extra charge. Just be sure to login to My Ooma and update your E911 service address after you move.

Note: If you wish to change your existing Ooma phone number, you can contact Ooma Support to select a new number in your desired calling area for a one-time charge of $19.99.

How hard is it to set up my Ooma system?

Setting up Ooma is a snap! Our quick start guides offer colorful, easy-to-read diagrams and instructions to get you up and dialing in about 20 minutes.

Hey, I ditched my landline long ago. Can I still use the Ooma system?

Definitely! The Ooma system works with or without a basic landline. All you need is a high-speed Internet connection and a home phone.

Do I need to use a headset or use a special phone?

Ooma works with your existing corded or cordless home phones. Use your phone exactly like before - only now you don’t have to worry about the bill!

Do I have to decide in advance whether I will be using the Ooma system with or without a landline? Can I drop my landline later?

Absolutely! The Ooma system is flexible enough to work with or without a basic landline. All you need is a high-speed Internet connection and a regular home phone. Best of all, you can contact a member of our Customer Care team if you wish to drop your landline later. Keep in mind that if you wish to move your current phone number to Ooma, you’ll need to allow three weeks for porting, and a one-time porting fee may apply.

Can I access my voicemail from any phone or computer?

Sure thing! You can call in for voicemail from any phone. You can also listen to your messages online in My Ooma.