Canada SMS texting not working

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Canada SMS texting not working

Postby mlen » 10/24/2022

Subscribed to 1 year of Canada Texting 5 days ago and it has not been activated.
I get "You are trying to text message a phone number that is not covered by your text messaging package" error message. I've subscribed to Fongo SMS for years and never had this problem.
I've had no response from Fongo support. Ticket# is 672965
mlen
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Re: Canada SMS texting not working

Postby Liptonbrisk » 10/24/2022

https://status.fongo.com/

“Support System

Status of support.fongo.com (replying to support requests)

Degraded Performance”

Ticket responses can take up to a week or more. They don’t respond to ticket requests on weekends and holidays.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Canada SMS texting not working

Postby Liptonbrisk » 10/24/2022

Here’s the complaint escalation process: https://support.fongo.com/hc/en-us/arti ... -complaint
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Canada SMS texting not working

Postby mlen » 10/25/2022

Ok, thanks for the response.
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Re: Canada SMS texting not working

Postby mlen » 10/28/2022

Fongo support responded shortly after I posted here with a single email with some questions, which was almost 1 week after I contacted them, then nothing else. No resolution and no further response for 3 days.
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Re: Canada SMS texting not working

Postby Liptonbrisk » 10/29/2022

Again, each response takes awhile, and they don’t work over the weekend.
There’s nothing volunteer mods or users here can do about it because we don’t work for Fongo,
and this is a user-to-user support forum.

https://support.fongo.com/hc/en-us/arti ... -complaint

As mentioned in that link, CCTS is an option.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Canada SMS texting not working

Postby mlen » 11/02/2022

I didn't mean to imply that volunteer mods or users could or should be doing anything.
I think it might be useful for other users to know the abysmal state of Fongo's customer service. I've never experienced anything like it in my life.
The last communication I received from Fongo seemed to suggest that they had solved the problem(they haven't).
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Re: Canada SMS texting not working

Postby Liptonbrisk » 11/02/2022

Based on your postings, you paid Fongo in good faith. You're a paying customer.
If this situation were happening to me (and provided I'm using the official app), frankly, I would strongly consider filing a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/. Well over a week has passed since the initial contact was made.

I could see a potential issue where someone has installed an app from an unofficial source and had payment not work properly (or even worse, had payment end up somewhere else). Otherwise, I can't say I wouldn't find this situation disconcerting as well.

https://support.fongo.com/hc/en-us/arti ... ngo-Mobile

"App Downloaded From Wrong App Marketplace

If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices"
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Canada SMS texting not working

Postby mlen » 11/16/2022

Hey, thanks for the reply. I just saw it.
Ultimately, Fongo support responded a couple of times but didn't resolve the issue and stopped responding.
I purchased a Global Messaging subscription which *did* work, and requested a refund for the Canada Messaging subscription.
Google refused to refund the app without explanation, and I filed a complaint with my credit card company which resulted in Google reversing their decision and issuing a refund hours later.
It doesn't end there though!
The Google refund triggered Fongo to suspend my account entirely. I can use the Global Messaging subscription I purchased or use Fongo whatsoever.
The message that accompanied the suspension said that the refund meant the my account had to be suspended until a Fongo representative reviewed the transaction, which would be done in no more than 24 hours.
Of course it's now been 36hours and no word from Fongo and not only am I no longer incapable of sending and receiving the texts I've paid to send and receive, but I can't even make or receive phone calls or Fongo to Fongo texts.
Thanks for the link for the CCTS complaint process. I will be proceeding with that shortly.
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Re: Canada SMS texting not working

Postby Liptonbrisk » 11/17/2022

If Global texting package works while Canada doesn’t, Fongo probably has the number you were trying to text categorized as a non-Canadian number.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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Re: Canada SMS texting not working

Postby mlen » 11/17/2022

That could be, but I tried a bunch of Canadian numbers. None of them worked.
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Re: Canada SMS texting not working

Postby Liptonbrisk » 11/17/2022

Strange. I hope the problem is eventually resolved.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/en-us/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at viewforum.php?f=15.
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