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Account is blocked

PostPosted: 06/29/2019
by serotonin
I am not sure if there is an unreported outage or it's just me.

After 2 years of service my phone number suddenly stopped working today. My Voip Unlock Key configuration is also missing from https://www.freephoneline.ca/showSipSettings. I thought the unlock keys do not expire. Even if that is the case I have not received any notifications.

I am using OBi200 which is functional. I have alternatively used voip.freephoneline.ca and voip2.freephoneline.ca for registration.


Anyone with similar experience? It is long weekend so I presume support will not be able to investigate it till Tuesday. Thanks.

Re: Account is blocked

PostPosted: 06/29/2019
by Liptonbrisk
serotonin wrote:I am not sure if there is an unreported outage or it's just me.



I’m not having an issue.

https://status.fongo.com/

By the way, how did you determine your account is blocked?

After 2 years of service my phone number suddenly stopped working today. My Voip Unlock Key configuration is also missing from https://www.freephoneline.ca/showSipSettings. I thought the unlock keys do not expire. Even if that is the case I have not received any notifications.


They don’t expire.

1) You might want to ensure you’re logged into the right account (perhaps you used a different email address before).

2) Also,
a)Dial ***1. Enter the IP address you hear into a web browser.
b)Log into the ATA (default username and password are "admin" without quotation marks).
c)Navigate to Status-->System Status-->SP(FPL) Service Status

What does the registration status indicate?

3) Proper device reboot order is always modem—>router (wait for it to be fully up with wi-fi SSIDs broadcasting first)—>ATA
(in that order). Try rebooting devices

4) To ensure you’ve configured your ATA properly, follow the PDF guide fully: viewtopic.php?f=15&t=18805#p73839.
Obihai’s default configuration (at Obitalk.com) profile for Freephoneline can lead to problems, as outlined on pages 5 to 6 of the PDF guide.

It is long weekend so I presume support will not be able to investigate it till Tuesday.


Unfortunately, I suspect that’s true.

You’d have to submit a ticket and wait for a response:
https://support.fongo.com/hc/en-us/requests/new.

Choose “my account inquiry” for the final issue type.

Re: Account is blocked

PostPosted: 06/30/2019
by serotonin
Thanks for validating. Anytime someone calls me or I attempt to dial out a number it plays the message "This account is blocked".

1) I made no changes. Everything was fine On 28th and all stopped working suddenly on the 29th. My call history is still accessible both within the OBi200 and freephoneline webpage..

2) My ATA OBi200 status shows: Registered (server=208.65.240.44:5060; expire in 1447s)

3) I did basic troubleshooting including reboots. I even changed the registration server but I do not think it's a problem with my ATA box. My unlock key information is missing from my account when I log in to https://www.freephoneline.ca/showSipSettings.

4) My ATA Obi200 appears to be working. It all points to an issue with my freephoneline account. I found my order from 2 years ago so if the key truly doesn't expire I am hoping they can restore it.

Re: Account is blocked

PostPosted: 06/30/2019
by Liptonbrisk
serotonin wrote:Thanks for validating. Anytime someone calls me or I attempt to dial out a number it plays the message "This account is blocked".


You’re going to have to submit a ticket: https://support.fongo.com/hc/en-us/requests/new.

In the interim, visit https://support.freephoneline.ca/hc/en- ... is-Blocked.

points to an issue with my freephoneline account.


Yes, due to the "this account is blocked" message you're receiving. That message is coming from Freephoneline.

I found my order from 2 years ago so if the key truly doesn't expire I am hoping they can restore it.


You’ll probably need to provide them with the invoice number and related purchase information. I’ve had one of my VoIP unlock keys for over 9 years. They don’t expire.

Re: Account is blocked

PostPosted: 07/01/2019
by serotonin
Thanks again Liptonbrisk.
Ticket has been submitted, but due to holidays it may not get resolved this week.
I'll post update once I receive a reply.

Re: Account is blocked

PostPosted: 07/04/2019
by serotonin
My account has been restored with same credentials. No reason was provided as to what happened. I can only speculate.

Thank you.

Re: Account is blocked

PostPosted: 07/04/2019
by Liptonbrisk
Thanks for the update.

Re: Account is blocked

PostPosted: 07/05/2019
by serotonin
Liptonbrisk wrote:Thanks for the update.


You're welcome. Today, however, I received an invoice of $89 for restoring my Unlock Key. I am not sure if that is the practice or it's just an FYI in their system.
Waiting for them to confirm.

Re: Account is blocked

PostPosted: 07/05/2019
by Liptonbrisk
serotonin wrote:
Liptonbrisk wrote:Thanks for the update.


You're welcome. Today, however, I received an invoice of $89 for restoring my Unlock Key. I am not sure if that is the practice or it's just an FYI in their system.
Waiting for them to confirm.


No one should be forced to pay twice for the same VoIP unlock key.

If you’ve previously paid, have proof of purchase and can’t resolve your issue via online tickets (wait for a response first), you can submit a complaint to CCTS: https://www.ccts-cprst.ca/. That’s always the final step for customer support issues with Canadian telecom service providers.

Re: Account is blocked

PostPosted: 07/09/2019
by serotonin
Liptonbrisk wrote:
serotonin wrote:
Liptonbrisk wrote:Thanks for the update.


You're welcome. Today, however, I received an invoice of $89 for restoring my Unlock Key. I am not sure if that is the practice or it's just an FYI in their system.
Waiting for them to confirm.


No one should be forced to pay twice for the same VoIP unlock key.

If you’ve previously paid, have proof of purchase and can’t resolve your issue via online tickets (wait for a response first), you can submit a complaint to CCTS: https://www.ccts-cprst.ca/. That’s always the final step for customer support issues with Canadian telecom service providers.


Yes customer service confirmed it was an automated trigger in their system. I can ignore it and I will not be charged.

Thank you.

Re: Account is blocked

PostPosted: 07/09/2019
by Liptonbrisk
serotonin wrote:Yes customer service confirmed it was an automated trigger in their system. I can ignore it and I will not be charged.


Thanks for letting us know.