Ccant call one specific number

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Ccant call one specific number

Postby dittanner » 01/31/2022

Hello, just started having this problem. My Freephoneline and Fongo app cannot call my cell phone. This number is not callblocked. The cell phone can call the 2 VOIP numbers. All other call to the cell phone go though.
This issue started about 1 week ago.

Any ideas as to what could cause this.

Thanks
dittanner
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Re: Ccant call one specific number

Postby Liptonbrisk » 01/31/2022

1) What carrier is associated with the cell phone number? Telus, Bell, Rogers?

2) When you log in at https://account.fongo.com/admin/reports/call-logs, what is the disconnect reason?
If that link doesn't direct you to the call logs, after logging in, navigate to account (upper right)-->call logs.


3) Can you reproduce the problem using Fongo Mobile while connected to cellular data (don't use Wi-Fi)?
If so, submit a ticket: https://support.fongo.com/hc/en-us/requests/new
For the issue type (dropdown box), select "Fongo Mobile (app)-->Technical Support.

Copy and paste the call log entry from your call log into the ticket: https://account.fongo.com/admin/reports/call-logs/, and give them the number that you're trying to call.
If that link doesn't direct you to the call logs, after logging in, navigate to account (upper right)-->call logs.

Visit https://status.fongo.com/, and look at "Support System". Note that it can take a week (possibly longer) before someone reads your ticket.

Support staff is not obliged to read or respond on the forums, and they don't respond to tickets on weekends.
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: Ccant call one specific number

Postby dittanner » 02/01/2022

Thanks for the reply.
The cellphone carrier is Virgin Mobile( a number ported from Fongo Home Phone ). The call logs show "call rejected". Virgin support says the problem is with FPL and Fongo..Fongo support hasn't replied to a ticket created on Jan 26.
I don't have Fongo Mobile so I cant reproduce.
I will send the call logs and attach it to my ticket.

Thanks
dittanner
Just Passing Thru
 
Posts: 3
Joined: 01/31/2022
SIP Device Name: Grandstream HT701
ISP Name: Cogeco
Computer OS: Windows 10

Re: Ccant call one specific number

Postby Liptonbrisk » 02/01/2022

dittanner wrote:Fongo support hasn't replied to a ticket created on Jan 26.


Visit https://status.fongo.com/, and look at "Support System". Unfortunately, it can take a week (possibly longer) before someone reads your ticket.


dittanner wrote: Fongo app cannot call my cell phone.

dittanner wrote:I don't have Fongo Mobile so I cant reproduce.


You posted in the Fongo Mobile forum. What Fongo app are you referring to above, if it's not Fongo Mobile?

You appear to have a cellphone. The Fongo Mobile app is free to use (except for cellular data). I suggest testing with it using cellular data to rule out any problem on your LAN (with your router or modem/router combo). If you can reproduce the problem, re-submit a ticket as a Fongo Mobile customer and include the call log.
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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Liptonbrisk
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Posts: 2763
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SIP Device Name: Obihai 202/2182, Groundwire
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Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: Ccant call one specific number

Postby Liptonbrisk » 02/01/2022

Liptonbrisk wrote:You appear to have a cellphone. The Fongo Mobile app is free to use (except for cellular data). I suggest testing with it using cellular data to rule out any problem on your LAN (with your router or modem/router combo). If you can reproduce the problem, re-submit a ticket as a Fongo Mobile customer and include the call log.


Actually, I am aware of a similar issue. If you can reproduce the problem with Fongo Mobile, just submit a ticket with the call log, even if you're not using cellular data.

But as a basic troubleshooting step, use cellular data, if you can, to rule out any potential problem on your LAN (local area network).
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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Liptonbrisk
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Posts: 2763
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SIP Device Name: Obihai 202/2182, Groundwire
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ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: Ccant call one specific number

Postby Liptonbrisk » 02/01/2022

I have been informed that this issue does need to be taken up with Fongo support, who in turn, has to open up a ticket with Fibernetics, which is the parent company and CLEC for Freephoneline and Fongo. The problem has to be dealt with via the ticketing system. There's nothing further volunteer moderators can do.
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.
User avatar
Liptonbrisk
Technical Support
 
Posts: 2763
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: Ccant call one specific number

Postby dittanner » 02/01/2022

Thanks for your help.
dittanner
Just Passing Thru
 
Posts: 3
Joined: 01/31/2022
SIP Device Name: Grandstream HT701
ISP Name: Cogeco
Computer OS: Windows 10

Re: Ccant call one specific number

Postby Liptonbrisk » 02/03/2022

You're welcome!
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.
User avatar
Liptonbrisk
Technical Support
 
Posts: 2763
Joined: 04/26/2010
SIP Device Name: Obihai 202/2182, Groundwire
Firmware Version: various
ISP Name: FTTH
Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others


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