Calling 18665155550

[Pierre]

I just got hooked up yesterday by FPL using an ATA box, my first VOIP experience. Seem to work OK with the exception of a few problems.
1- I can’t access my voice mail. When I press *98, all I get is a busy signal.
2- I tried to report my problem to FPL with my FPL phone dialling the 1 866 515 5550 number, but after the dialling beeps, all I get is dead air, no matter how long I wait.

I called the 1 866 515 5550 number from my cell (Telus) got through right away and eventually spoke to someone. I was told the voice mail problem is known and somebody is working on it, should be fixed shortly, we’ll see.

On calling the FPL number from my FPL phone, I am told I should wait about 10 seconds after I dial before I get any kind of responses. I waited up to 2 minutes or more, several times, with nothing but dead air. The person I was talking to said she tried it from her end and it worked fine but I still can’t use it!! Using my cell phone to call FPL is not a good option as the calls to FPL can be quite long and I have a very limited number of minutes on my cell plan (30 minutes/month).

Has anyone experience the same problem with their voice mail or the same problem calling 1 866 515 5550 using their FPL phone?

Thanks,
Pierre

[FONGO_kris]

While dialing toll-free numbers please ensure to exclude that initial '1' before the 8xx as our system dials it for you.

For the voicemail, if they indicated it should be fixed shortly I can only assume they've found the problem and are working to resolve it.

[Pierre]

Kris,
Thanks for your response. You're right on the voicemail issue, it seems to be OK now, thanks.
For dialling 8665155550, I tried both ways, with and W/O the "1", same result. It does dial but dead silence afterward. I did call a different 1-866 xxx xxxx and it does work. 8665155550 work's fine with my cell phone and it did work yesterday before my number was ported. Any help would be appreciated.
Thank,
Pierre

[FONGO_kris]

What codec are you using? Try a combination of G729a and G711u.

[Pierre]

Kris,
Not sure about codec?
I am using ATA Grandstream Handy Tone (HT) 286 if that means anything.
According to the SIP setting, the Preferred Codec settings are : G711U or G729a
Is that what it should be?

Pierre

[FONGO_kris]

If the ATA has been purchased from us (as it is the same current model we use), there should be no problem...

[tbrummell]

Kris, have you tried dialing the number from your own FPL line? I have, and don't get through, just gets dead air as the call timer counts. It appears the call is connecting but getting 1 way/no audio. I did not Wireshark this or look in to it any deeper than that. I did try the number via a different VoIP provider and the call goes through just fine. It may be something to look into a little deeper.

[FONGO_steve]

I've called from my freephoneline on a stock configured Grandstream HT-286 and connected successfully to our team. All IVR menus were clear and responsive to my input.

[tbrummell]

Yah, mine 1 way audio was because my IP changed overnight and Asterisk NAT was still bound to my old IP. Found out later in the morning when all my calls were one way audio.

Ohhh, and the reason the other provider worked, I use IAX2 to them and it's not limited by the SIP bound IP issue. Stupid SIP. LoL

[Martin]

No need to call the line toll-free for calling FPL, dial 611 from your VoIP.