The plastic used on the original Telo was of pretty poor quality. Although the unit still worked, after five years, we needed to replace it as the degrading plastic just got too ugly to clean. I got the TeloAir2 via Amazon a few weeks ago.
Ooma must make specific instructions for those updating their devices. I kept putting off the procedure of the switchover because it sounded too damned difficult, especially with useless customer support people. They know a lot less about the devices than I do. Hey, the Ooma Installation app sucks too. In fact, it could not be used with my existing account. It did not accept my new device.
There would have been no trouble switching over if the procedure were clearly outlined ANYWHERE.
1) Call customer support in the evening in order to add the new device to an existing account.
2) Wait until morning to ensure your old device is no longer working.
3) Check under the account online dashboard, under SERVICES / SYSTEM INFORMATION that the new device's MAC address matches the new unit.
4) Plug into the router and visit http://172.27.35.1 in a web browser to set up the wifi and other parameters.
5) Wait for updates until the light turns blue.
6) Continue using the new device to make and receive phone calls.
Getting my new Ooma Telo running wasted a whole lot of my life this morning.