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Normal waiting time for support?

PostPosted: 03/05/2020
by Kristinel
I am a new fongo customer and received notification yesterday that my old number could be ported and I could set up my HT801 and start using it. I have a similar problem to some others I've seen where outgoing calls get a busy signal and incoming calls go straight to voicemail. I have tried every troubleshooting option I could find on the Fongo website and read a lot of posts but I am not sure if in my case the problem is with the way my device was configured or with my own modem and wifi router. I don't think I have the skill to figure it out myself from the different articles I've seen.

So I guess my actual question is: how long did it take for people to get a response from Fongo support when you have had problems? I don't mind waiting for help but since it's my first time I have no clue as to how long I should expect it to take -it's already been over a day since I submitted a ticket and haven't heard anything back other than the automated response.

Thanks & if you have a quick fix idea let me know (but I think I really need help directly from Fongo support - hope they will get back to me soon).

Kristine

Re: Normal waiting time for support?

PostPosted: 03/05/2020
by Liptonbrisk
I usually allow 2 business days at least. Check your email spam folder just in case.

Follow the steps below step by step:

1. Ensure whatever modem/router combo (gateway or hub) your ISP gave you is in bridge mode if you are using your own router. Call/contact your ISP if you have to.
If you use DSL, perform PPPoE login using your D-Link router (in order to bypass any router features that are in the modem/router combo issued by your ISP) and ensure the ATA is connected to it.
If your ISP gave you modem that does not have a router built into it, you can ignore this step.

2. Hopefully, you have the security firmware patch already installed for your router: https://support.dlink.ca/ProductInfo.aspx?m=DIR-860L.
The file is located at ftp://ftp.dlink.ca/PRODUCTS/DIR-860L/DI ... .10B04.BIN.
Note that I will not be held responsible for failed firmware updates.

3. Disable SIP ALG in your D-Link router. Login to your router.
Navigate to advanced settings-->Firewall Settings-->Advanced Level Gateway
Uncheck "SIP"
Click "Save settings".

Refer to pages 87 to 88 of your router manual: ftp://ftp.dlink.ca/PRODUCTS/DIR-860L/DI ... .00_EN.PDF.

https://support.dlink.ca/ProductInfo.aspx?m=DIR-860L

To understand why SIP ALG often causes horrible problems, please visit https://www.voip-info.org/routers-sip-alg/ (scroll down to the section on SIP ALG problems).

4. Visit https://support.fongo.com/hc/en-us/arti ... am-HT-801-
Follow the steps.

5. Visit https://support.fongo.com/hc/en-us/arti ... ream-HT801
If updating firmware fixes your issue, skip step 6.

6. Check light patterns on your ATA and visit https://support.fongo.com/hc/en-us/arti ... Connecting

Beyond this, I'm not going to be able to assist you because your ATA settings are probably locked to Fongo's provisioning server.

Re: Normal waiting time for support?

PostPosted: 03/05/2020
by Kristinel
Thanks for the fast reply - good to know 2 days is normal.

I will try those suggestions too - thanks!

Re: Normal waiting time for support?

PostPosted: 03/10/2020
by Kristinel
Just in case anyone is checking for info on the waiting times, it took about 3 days to hear back from Fongo support. They asked for the MAC from my device, I sent that back and it took another two days for their reply, which instructed me to do a factory reset. I had done that previously but did it again and this time it worked (I'm guessing they did something at their end) and I now have a working phone.

So the support is out there, just have to be patient. I guess you get what you pay for.

Also, if anyone else is stuck with the same problem and no home phone for a few days, I found a decent work around. I got the free fongo mobile app which seems to work well with WiFi, with a different local number, and then used the "follow me" feature to forward calls from my home phone to the app so I could at least make and receive calls when I was at home without using up my prepaid cell phone minutes.

Thanks again for the help.