Porting my phone number

[buffwings]

I ordered a new Fongo home phone and tested it for a few weeks and finally decided to port my Rogers landline number to replace my test number and did all the necessary paperwork with Fongo customer service.

Last Jan 11, my landline went dead and I found that my number was ported to Fongo which was great. I also received an email from Fongo confirming this. My landline was ported to Fongo but it only goes to voice mail. The phone does not ring. I initially got the error " your account is invalid". I complained through web support and a few days later, the error I got when I lift the handset and dial out a number is " that password is not valid". It's now 10 days and nothing has been fixed.

It is so damn frustrating that no one from Fongo ever calls me to explain what is happening. What is my problem ? Do I need a new phone interface unit ? Does someone need to reset my phone number ? Help !! Why does CRTC allow porting of numbers to Fongo when customers aren't even informed of what is happening ? I am paying $4.95/mo and would use the long distance features as soon as I can use the phone. Rogers informed me my number was ported good to Fongo.

Help please. Have you seen this before ?

[Jake]

When you ported your number in, did you go into the ATA and change the username in it?

When you first got your ATA it would have been programmed with your temporary Fongo phone number as the account username. When you port in a number than now becomes your account username. So, if you have not done so already, log into your ATA and look for where it says about your sip details and find where it has your old temporary account (phone) number. Replace that number with your ported number (including the initial 1) and save the settings. Personally I would power cycle the device and then it should all hook up.

[FONGO_mike]

did the suggestion Jake made resolve this issue for you?

[buffwings]

how should I get into my ATA ? Do you have the procedure ? thanks

[buffwings]

got it... i http to my ATA's IP and changed the phone number... thanks

[Jake]

got it... i http to my ATA's IP and changed the phone number... thanks

Glad you worked it out, and got up and running again.

You really would have thought that these instructions would be part of the port process. It's not like you can use your ATA without changing the username

Anyway, all's right in the end by the sounds of it.

[FONGO_mike]

If i am not mistaken, when you receive the response form completing a porting process, the email response should have a note reminding you to update the configuration in your ATA device.

[buffwings]

unfortunately not. I consistently got an email confirming the trouble ticket i opened at the Fongo website. The email says "Fongo home phone is a supported product" and they will get back to me. They also say that support is in "transition mode" so it will take a little while. They never did get back to me until I got the answer in this forum. Pathetic.

if you are a Fongo insider, can you inform your management that such policy is a travesty to subscribers to moved to your service? If I was non-tech savvy, my problem could not have been resolved. How could my wife possible found the IP address of the ATA, nor knew that I she had to http to the IP address to correct the phone number in the config, nor found out the default password unless she googled "GRANDSTREAM ATA CONFIG PROCEDURES ?

I have no right to complain if this service is free. But I am paying 4.95 a month, I bought the unit for 59.00 , I paid 25.00 to port my number and also buy long distance minutes from your website. For you folks to IGNORE ME and not calling me to fix my problem was unacceptable.

WHY have you removed the support contact from your 611 and toll free number ? Why have you become all of sudden like MagicJack ? I got sucked in to FONGO because I thought there is some measure of SLA ( Service Level Agreement) which is non-existent from MagicJack but alas you have also morphed into MagicJack where people get bounced around and expected to fix their own problem.

[Fongo Support]

if you are a Fongo insider, can you inform your management that such policy is a travesty to subscribers to moved to your service? If I was non-tech savvy, my problem could not have been resolved. How could my wife possible found the IP address of the ATA, nor knew that I she had to http to the IP address to correct the phone number in the config, nor found out the default password unless she googled "GRANDSTREAM ATA CONFIG PROCEDURES ?

I have no right to complain if this service is free. But I am paying 4.95 a month, I bought the unit for 59.00 , I paid 25.00 to port my number and also buy long distance minutes from your website. For you folks to IGNORE ME and not calling me to fix my problem was unacceptable.

WHY have you removed the support contact from your 611 and toll free number ? Why have you become all of sudden like MagicJack ? I got sucked in to FONGO because I thought there is some measure of SLA ( Service Level Agreement) which is non-existent from MagicJack but alas you have also morphed into MagicJack where people get bounced around and expected to fix their own problem.

I'm very sorry for your experience with us so far . When you ported your number you should have received clear instructions (these do exist and are normally sent out) -- so it appears we made an error in your case.

We are also transitioning our support processes -- improving procedures, building new systems, adding new staff -- and we're making these changes as fast as we possibly can. I'm sorry you got caught in the cross fire.

You absolutely have every right to complain and the Fongo insiders have heard you. We will do our best to keep you happy moving forward.