Issues with incoming calls with HT286

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Issues with incoming calls with HT286

Postby StrikerSashi » 08/11/2012

For the last little while, incoming calls to my FPL number have been going straight to voice mail. If I set FollowMe to a my cellphone, it works fine, so I'm thinking it's something with the ATA (HT286). Outgoing calls are fine. What are my options?

Sorry if this is the wrong forum for this.
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Re: Issues with incoming calls with HT286

Postby FONGO_mike » 08/13/2012

Hi Striker,

Can you send me a PM with the number you have assigned to you so i can look into this in case it is indeed an issue with the service? (and brief description of the issue please, we receive a number of messages on any given day and it will help point me in the right direction)
L3 Escalation Support Specialist
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Please contact me for your FPL DSL issues. For phone issues, please open a support ticket by going here.
Never give out personal information or access to your computer to somebody you don't know, Fongo staff will never ask for your username or password.
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Re: Issues with incoming calls with HT286

Postby Bloodsong » 08/14/2012

While Mike looks into server-side logs, let's see what we can test client side.
Most Grandstream ATAs have a status page, please check that you are registered according to this page.
If you're not registered, check your settings in the ATA it is possible that you have checked "Allow dial without registration" AND have *not* checked the box to actually register your account with the server. Result is your credentials are used to dial-out, but the server doesn't know where to send a call that dials-in.

Other general troubleshooting steps.
If it has worked in the past but does not work now:
1) Have you power-cycled the modem,router, and ATA? (unplug each device, wait one minute, plug in first device, then plug each in 1 minute apart in sequence.)
2) Does your ATA have a static IP assigned? If not, please assign one that is outside of the DHCP range of your router.
3) Does your router have portforwarding of TCP/UDP 5060-5061 and UDP 10000-20000 (Or a subset of that range) forwarded to the ATA's (now) static IP?

Other Information:

Now that general troubleshooting is out of the way; things you can do to help Mike's search for answers is to supply him with specific times that calls have come in. What numbers and networks those calls came from. (For instance, if you and your significant other tried to use your cell-phones to call this would generate some traceable information for Mike.)

What was the last time you recall successfully receiving a call on the ATA?

Has anything changed about your network since that day (that you are aware of.) This could include new printers, computers, laptops, gaming consoles, or smart phones being connected to the network (especially where DHCP is in use for the ATA). Updating of your Modem, Router, or ATA firmware, or your pet rat nibbling through a Cat5 cable. (okay the last one isn't too likely the issue, but you understand.)

Have you attempted to have another FPL/Fongo user or account call your line? Did they receive the same error? (This tests for on-net vs. off-net issues.)

Keep ups posted!
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