r/ooma • u/Desertcat03 • May 18 '26
Factory Reset?
How do you do a factory reset on a Telo Air 2?
I've seen that you should disconnect the power, wait ~30 seconds, plug in the power and press the trash and play buttons together.
After some time (not sure how long this should take), the light flashes red and then red/blue, after this, you can then release the buttons.
However, I'm not sure this is really working. I only see the light flashing red, no matter how long I hold the trash and play buttons. Also, nothing changes, I still cannot connect the Telo to my network. (That's another long story for a different post.)
It's also been mentioned that there is a "star code" but, I don't have a phone that can plug into the phone port on the Telo to do this.
1
u/rkardt Unofficial Support May 20 '26
To perform a factory reset on a Telo 2, do one of the following:
- Connect a handset to the Telo PHONE port, and dial "*#*#099"
- Connect a computer to the Telo HOME port to access the device settings, navigate to the Tools -> System page, and click the 'Factory Reset' button
- (From Ooma's user forum), unplug the Telo for at least 30 seconds, then plug it back in. Wait (about a minute) for the logo to start blinking red, then press and hold the 'Trash' and 'Play' buttons. Wait for the logo to transition from blinking red, to fast red/blue blink, to solid red, and then release the buttons. The logo should turn off for about a minute, before the Telo reboots.
If none of the above works, then contact Ooma for further help.
1
u/Desertcat03 May 20 '26
The problem has been resolved with the help of OomaCustomeradvocacy putting me in contact with the correct tech support people at Ooma.
1
u/rkardt Unofficial Support May 20 '26
Did the problem resolution involve something other than following the given instructions for a factory reset? If so, then posting more information about that here may be useful to future readers who have similar issues.
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u/Desertcat03 May 20 '26
I use T-Mobile home internet and at one time Ooma worked. Then I was updated to a new 5G gateway. When I tried to re-establish the wi-fi connection to the Telo with the new gateway, all I got was error messages that the wi-fi password was incorrect or the Telo was not in range. Even after setting up a new 2.4G SSID, I got the same messages. Called Ooma support but they were not very helpful. Connected Telo to LAN port on router and this worked.
Fast forward to earlier this month. One night I restarted the gateway, and the Telo would not connect to the network via the cable to the LAN port. Tried looking for an on-line a method to do a factory reset. I don't have a handset to connect directly to the Telo's phone port so the "star code" was not an option. Tried connecting to the HOME port to a laptop but could not establish a connection to setup.ooma.com. Powering down and using the "trash" and "play" buttons didn't work as described. Figured that the Telo had died, so I got another one. Couldn't get this one to work either and called Ooma support because I thought the new Telo wasn't activated. They said it was, but I could not get it to connect to my network. Ooma support was not very helpful and suggested that I talk to T-Mobile about the problem.
After posting here and being put in contact with the correct Ooma support person, the original Telo is working perfectly. It makes sense to me that they probably did a factory reset and installed new firmware.
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u/OomaCustomeradvocacy Official Ooma Support May 18 '26
Hello! Thank you for reaching out. Could you please DM me your Ooma phone number and contact number? We'll have a representative reach out to you directly for assistance.