Why do Support sucks now days?

[mjbad2]

What happened to support these days? I don't see much responses from fongo csr.
I asked for some payment options but got reply form a user. Also got response from Redflagdeals.

A question for fongo users on android,

Can you use google play credit to pay for the texting addons in the app?

(I use iPhone but have google play credit from buying a chrome cast)



You can pay with play credit but if you make your Fongo account on iOS you cant easily transfer it to Android... The reverse works fine though. Best thing to do would be to create & pay for Fongo on Android then sign in on iPhone.

A question for fongo users on android,

Can you use google play credit to pay for the texting addons in the app?

(I use iPhone but have google play credit from buying a chrome cast)


Yes. I went to the app to look at the add-ons, and it brought up a Google Play prompt window with my Google Play balance when I went to purchase

I have not had to contact support as I just wait even a full day for problem to get solved. But dont contact Fongo.

But looks like Fongo will die soon with such kind of support.

looks at these two topics.

http://forum.fongo.com/viewtopic.php?f=8&t=18742

http://forum.fongo.com/viewtopic.php?f=32&t=18772

[mh1983]

In their defense, while they don't always respond in the forums but they do on a best-effort basis.

Any time I've opened a ticket for Fongo mobile issues, I've gotten a quick response and helpful info. Did you open a ticket for your mobile payment question?

For Freephoneline, I typically post questions here or RFD. But FPL does not have official technical support from Fongo included; in spite of that, they still jump in to help wherever possible. When I suspect something going on with servers or if I can't get an answer in the forums, I open a ticket and PM to Fongo support.

Between Fongo and the community support, I've received good tech support over the years -- arguably better than when I was with Bell, for example; yes, you can get through to a Bell CSR on the phone, but do they always know what they're talking about?

Ultimately, Fongo Inc and FPL provide services at a low rate or no rate. To help realize savings, they need to keep costs down, too. I think they do a much better job than your post suggests.

[Liptonbrisk]

Freephoneline does not offer free official tech support, and they are, consequently, not obliged to respond to anything. If they do, be thankful.

If you're posting about an issue with Fongo Mobile, you're posting in the wrong forum. Freephoneline is not Fongo Mobile.

[Jake]

Years ago they did offer support. Support where you could pick up a, working, phone and actually talk to someone. Then they got bigger and the call center seemed to drift away to some far off land and support wasn't so good. You could talk to people but if they understood you, that was a different matter. Then they got bigger still and then support stopped

Kris and Steve used to be very active on the forums when I first joined, but they moved onto other things.

I think it basically what it comes down to is they are just too busy nowadays to deal with us freeloaders, and who can blame them, all we do is complain when things stop

[Liptonbrisk]

Years ago they did offer support. Support where you could pick up a, working, phone and actually talk to someone.

Yeah, I used to call them all the time.

Then they got bigger and the call center seemed to drift away to some far off land and support wasn't so good. You could talk to people but if they understood you, that was a different matter. Then they got bigger still and then support stopped

Yep. I can't really view that as anything other than a cost cutting measure. Technical support costs money.

[mjbad2]

Years ago they did offer support. Support where you could pick up a, working, phone and actually talk to someone. Then they got bigger and the call center seemed to drift away to some far off land and support wasn't so good. You could talk to people but if they understood you, that was a different matter. Then they got bigger still and then support stopped

Kris and Steve used to be very active on the forums when I first joined, but they moved onto other things.

I think it basically what it comes down to is they are just too busy nowadays to deal with us freeloaders, and who can blame them, all we do is complain when things stop

I remember them very well. Excellent support.Where are they now? Still lurking here somewhere or left FPL? I remember even their developers were in other countries like Romania or somewhere.
And we are not free loaders. I paid for two FPL lines and now paying for Free call and text plan for six months.
And their is nothing free. They designed the model so if they cant make money its their fault. If they got big and have difficulty to support it is their problem.
Dont come up with business model which they can not support.

Worst Part is I ported my phone number year ago to FPL. If this goes on the way it is now soon I will port it out to other provider.

[mh1983]

You got several responses that contained clear explanations above.

Did you open a ticket? It's still not clear what you've tried. Any time I've opened a ticket, I've gotten a response (as recently as last week).

[mh1983]

And do you have a specific issue with your service now?

[Liptonbrisk]

I remember them very well. Excellent support.Where are they now? Still lurking here somewhere or left FPL?

Jake already told you they're gone.

And we are not free loaders. I paid for two FPL lines

Doesn't matter. FPL doesn't include free technical support anymore.

http://support.freephoneline.ca/hc/en-u ... al-Support

I can't say I'm happy with that situation, but the lack of free technical support has been in effect for quite awhile now.

and now paying for Free call and text plan for six months.

Fongo Mobile is a different matter. And if you have an issue with Fongo Mobile you're posting in the wrong forum.
This forum is for FPL.

If you need to contact support, you're supposed to send in a ticket: https://support.fongo.com/hc/en-us/requests/new

And their is nothing free.

The Freephoneline desktop app is completely free, which is why Freephoneline has its name.

[md07si]

I must say the two times I've contacted support, nothing came of it and the issue still exists to this day

1) auto reload doesn't function properly...i have to manually reload everytime
2) i can't call a certain country anymore..getting "rejected by the service provider reason 484"
(user 'Liptonbrisk' tried assisting me with this issue...thanks for that bud)

neither problem is from my end

[Liptonbrisk]

I must say the two times I've contacted support, nothing came of it and the issue still exists to this day

1) auto reload doesn't function properly...i have to manually reload everytime

I can't help you with billing issues, obviously, since I don't work for them.

Submit a ticket at https://support.fongo.com/hc/en-us/requests/new
Select VoIP Unlock Key and then World Credits Inquiry. Possibly, "Billing and Payment" is a better choice than "World Credits Inquiry." I'm not sure (try both?).

2) i can't call a certain country anymore..getting "rejected by the service provider reason 484"

You have an Obihai ATA.

I suggest registering and posting your question over here just to help rule out a dialplan issue: https://www.obitalk.com/forum/index.php?board=3.0

When you post about this problem, provide the following information.
Dial ***1, and enter the IP address you're told into your web browser.

Navigate to Physical Interfaces-->Phone Port-->

a. Post both your Phone Port's Digitmap and Outboundcallroute

b. Navigate to Service Providers-->ITSP Profile (FPL)-->General and post your digitmap for FPL.

All three of those are very important and affect your dialplan.


From http://forums.redflagdeals.com/freephon ... #p26842900
The default digitmaps are a mess.

For Service Providers–>ITSP Profile FPL–>General
I want to help explain a few things first.

<1> means add or prepend 1 to the beginning of the phone number
<:1> also means add 1
<1:> means remove 1 from the beginning (and replace with what follows after the colon)
[2-9] means match any single digit from 2 to 9
XX. means match any phone number you dial (also XX. is an indefinite variable, and without XX.S3, for example, your ATA will wait 10 seconds for you to finish entering in a phone number before dialing out. S3 reduces the wait (represents 3 seconds)
011XX. means any number starting with 011 (for international dialing), and again XX is an indefinite variable. Without the .S3, your ATA will wait 10 seconds

Mipd is for IP dialing
[^*#]@@. is for sip uri
Neither is needed with Freephoneline. I would remove them.

XX. is usually not needed (and actually, inadvisable).

[6-7]x*xxxxxxxxxxx. is complete nonsense and should never be used since it can't logically apply to anything.
011xxxxxxxxxxxx. is wrong if the international phone number is less than 11 digits.
That should should really be 011XX.
011XX.S3 is probably better to help avoid a 10s wait for the ATA to think you're doing punching in a phone number.

So, this is what I would suggest using with FPL:

(1xxxxxxxxxx|011xx.S3|[2-9]xxxxxxxxx|*98|911)

But that digitmap won’t work with 211, 311, 511, 611, etc.

Here’s an alternative example:
(1xxxxxxxxxx|011XX.S3|[2-9]xxxxxxxxx|<211:4163974636>|<311:4163922489>|<511:4162354686>|<611:4164772010>|<811:8667970000>|*98|911)

The digitmap is appropriate for Toronto. For 211, 311, 511, 611, 811 you will need to look up the corresponding phone numbers for your area and replace the phone number after the colon.

SIP error 484 means that the address is incomplete. The full phone number is not being sent properly. Typically this is due to the user not entering in full phone number. Another common cause is an issue with the user's dial plan. You should should view your FPL call logs to ensure the full proper phone number is being sent: log in at https://www.freephoneline.ca/doGetCallLogs

If you did use 011XX.S3 and did punch in the proper phone number and still had problems, then there's a chance there's a problem with whatever carrier FPL is using to Tanzania.
I would suggest opening a ticket with Freephoneline and providing them with the full phone number you're trying to reach: https://support.fongo.com/anonymous_requests/new
If no responds to your support ticket, provide the ticket number in a private message to the user, Fongo Support, after logging into the forums: http://forum.fongo.com/ucp.php?i=pm&mode=compose&u=7852[

Also, Fongo monitors this thread, so you may want to ask if there's a carrier issue with a certain phone number: http://forum.fongo.com/viewtopic.php?f=10&t=5418
You might want to ask there if there's a known carrier issue.

If it is a carrier issue, the problem is definitely not on your end.