Uh Oh! Please check your network connection and try again

[problematico]

IT's 2022 and I am not able to login anymore due to a "Uh Oh! Please check your network connection and try again"

I haven't changed anything in my phone, and am now facing this issue. RealMe ColorOS 6

1) Tried to clear cache
2) Clear all Data
3) Uninstall, reinstall official
4) Reinstall Downloaded "APK Pure" older APK version
5) Wifi on / Wifi Off / Data On / Data Off
6) VPN On / VPN Off
7) Wrong password (on purpose, recognizes that it's wrong...) / Right password [[[[Uh Oh, Please check your network connectio nand try again]]]]]]
8) Restart phone multiple times
CANT LOGIN! SOS! HELP!

[Liptonbrisk]

1) Visit https://support.fongo.com/hc/en-us/arti ... ion-Failed, and go through the steps.

2) If you're using a modem/router combo, gateway, or hub issued by your ISP (and are NOT using your own additional separate router), contact your ISP to ask for assistance for disabling SIP ALG in the modem/router combo, gateway, or hub. Disable SIP ALG. Here are two examples for disabling SIP ALG in gateways issued by Rogers:

i) Hitron CGN3ACSMR and CODA-4582 series gateway modem/router combo from Rogers (and possibly other ISPs)
Open your web browser, and login at 192.168.0.1. Default username is cusadmin.
Select the “Basic” tab and disable “SIP ALG.” Click the “save changes” button.


ii) Arris XB6 from Rogers
Open your web browser, and login at 10.0.0.1
Navigate to Advanced-->Options.
Uncheck the SIP box.
Click "Apply".

Unfortunately, it’s impossible to disable SIP ALG at the time of this post in (Technicolor) XB7 Rogers gateways without enabling bridge mode and using your own router.

3) If you are also using your own separate router in addition to the one supplied by your ISP, then you should be enabling bridge mode instead in the modem/router combo, gateway, or hub issued by your ISP.
For Bell Hubs, visit http://forums.redflagdeals.com/please-s ... r-1993629/. For Bell and Virgin Hubs, I find it's often simpler to perform PPPoE login in your own router (this is PPPoE Passthrough) and disable Wi-Fi in the hub. You will need the PPPoE Username and Password from Bell or Virgin.

For Rogers, visit https://www.rogers.com/customer/support ... ridgemodem.

Shaw users will have to call Shaw to enable bridge mode at the time of this post.

For Telus Wi-Fi Hubs, put LAN port 1 on the Hub in bridge mode. Then connect your router to LAN port 1.
Alternatively, contact Telus and ask them how to enable bridge mode.


3 a) Afterwards, disable SIP ALG in your own separate router if you own one. Here is an example: https://www.obitalk.com/info/faq/sip-alg/disable-alg.
In Asus routers, SIP ALG is called SIP Passthrough. Disable it. In Asuswrt-Merlin, the ALG is "+NAT Helper". Just make sure SIP Passthrough in Merlin does not show "+NAT Helper".




If none of the suggestions at https://support.fongo.com/hc/en-us/arti ... ion-Failed help (make sure to try enabling "Fongo Alternate Connection"), submit a ticket: https://support.fongo.com/hc/en-us/requests/new. Let them know the brand and model of the smartphone you're using and its firmware version.

[problematico]

Submitted a ticket to support. Fingers crossed!

[Liptonbrisk]

Fongo support may take awhile to respond.

"Support System
Status of support.fongo.com (replying to support requests)
Degraded Performance"
https://status.fongo.com/

Support operating hours exclude weekends and holidays.

[problematico]

What else can I do? I am almost 100% sure that it's account specific since different phones and different connections and app versions have all yielded the same result. Please help!

[Liptonbrisk]

What else can I do? I am almost 100% sure that it's account specific since different phones and different connections and app versions have all yielded the same result. Please help!

If the problem involves your specific Fongo Mobile account only, there's nothing that other users or volunteer moderators can do about it. We don't work for Fongo, and we don't have access to your account.
The problem would need to be resolved through ticketing.

Are you able to login to your Fongo Mobile account at https://account.fongo.com/login/? I'm just wondering whether it exists.
The error message you received when not entering the wrong password suggests your account does exist though.
https://support.fongo.com/hc/en-us/arti ... r-deleted-
Anyway, there's nothing volunteer moderators can do about suspended or deleted accounts either.
If you find your account is suspended or deleted, you could always use a different email address, sign up for a new Fongo Mobile account, and obtain another Fongo Mobile number to use while waiting for a response (which could take up to a week).

Support staff is not obliged to respond on these user-to-user support forums.

I don't have any other suggestions.

[shiranvilk]

Hello,

I have installed the Fongo app inside of Canada, then I travelled out of Canada and after afew days it stopped working- I can login , I keep getting the "Uh oh! please check you network connection"

Any ideas how to solve it?

Thanks

[problematico]

Welcome to the club, except I didn't even travel out of Canada... my 647 number is dead. I submitted a support ticket online and phoned-in out of desparation. So far, no results.

[verona]

Having exact same issue, unable to login & connect.

Interesting, if I enter a wrong password it gives error that uid/pwd is incorrect, however if the correct uid/pwd is entered I get the error to "check network connection"

Does not work on WiFi and data. Also tried on 2 separate Android tablets and same problem.

Real problem for me because using this fongo # for 2FA

[Liptonbrisk]

If none of the suggestions at https://support.fongo.com/hc/en-us/arti ... ion-Failed help (make sure to try enabling "Fongo Alternate Connection"), submit a ticket: https://support.fongo.com/hc/en-us/requests/new. Let them know the brand and model of the smartphone you're using and its firmware version.

Fongo support may take awhile to respond.

"Support System
Status of support.fongo.com (replying to support requests)
Degraded Performance"
https://status.fongo.com/

Support operating hours exclude weekends and holidays.

Please ensure that app is downloaded from one of the links located at https://www.fongo.com/services/fongo-mobile/ or https://www.fongo.com/services/fongo-mo ... d-edition/.

Unlicensed apps from unofficial sources aren't permitted to connect.
If your account is banned from connecting to servers, you'll have to submit a ticket request to have it unblocked.

[Liptonbrisk]

Please ensure that app is downloaded from one of the links located at https://www.fongo.com/services/fongo-mobile/

Unlicensed apps from unofficial sources aren't permitted to connect.
If your account is blocked, you'll have to submit a ticket request to have it unblocked.
I can't do anything about it. I don't work for Fongo.

[Liptonbrisk]

4) Reinstall Downloaded "APK Pure" older APK version

Using unlicensed apps from unofficial sources leads to getting your account banned (from connecting to Fongo Mobile's servers). It's likely that yours is banned.

Use official download sources only. In your ticket, you'll have to ask to have your Fongo Mobile account unblocked. The decision isn't up to me, obviously (I don't work for Fongo).

[Liptonbrisk]

And the reason why this is happening less frequently on iPhones (unless they're jailbroken) suddenly becomes apparent.

[problematico]

Having exact same issue, unable to login & connect.

Interesting, if I enter a wrong password it gives error that uid/pwd is incorrect, however if the correct uid/pwd is entered I get the error to "check network connection"

Does not work on WiFi and data. Also tried on 2 separate Android tablets and same problem.

Real problem for me because using this fongo # for 2FA

We are in the same boat. I tried everything that you've tried, and I submitted a ticket. Still waiting to hear back.

I only temporarily downloaded an older APK to test it once the problem was already identified and ongoing, so the ban/suspension had already taken place. I also use the number for many 2FA personal matters... including health related contacts (missing appointments, callbacks, it's a problem.)

Have you had any progress/luck?

[Liptonbrisk]

I only temporarily downloaded an older APK to test it once the problem was already identified and ongoing, so the ban/suspension had already taken place.

I reached out to someone at Fongo. They said you have to request to have your account unblocked (through ticketing), and they mentioned why it occurs on Android (having attempted to connect from an unauthorized APK is one common cause).

Emails usually come from talkfreely(at)fongo.com
Check online webmail spam folders for ticket responses (responses can take awhile).

[problematico]

I only temporarily downloaded an older APK to test it once the problem was already identified and ongoing, so the ban/suspension had already taken place.

I reached out to someone at Fongo. They said you have to request to have your account unblocked (through ticketing), and they mentioned why it occurs on Android (having attempted to connect from an unauthorized APK is one common cause).

Emails usually come from talkfreely(at)fongo.com
Check online webmail spam folders for ticket responses (responses can take awhile).

Thank you for that. I found a very very old correspondence with that e-mail address and have e-mailed them now. Fingers crossed!

[Liptonbrisk]

Thank you for that. I found a very very old correspondence with that e-mail address and have e-mailed them now. Fingers crossed!

My understanding is that's effectively the same destination as submitting a ticket. I just mentioned the email address in case emails from Fongo Support staff are ending up in your online, webmail spam folder.

[verona]

I reached out to someone at Fongo. They said you have to request to have your account unblocked (through ticketing), and they mentioned why it occurs on Android (having attempted to connect from an unauthorized APK is one common cause).

Definitely seems to be account related. My son also has Fongo. His works just fine. Had him log out and then I tried logging in using my account. With my account we get the error, his account has no problem.

Submitted a new ticket to have account unblocked, God knows how long that will take. Using Fongo for 2FA. Now locked out of online banking. What a mess and a total waste of time due to poor choice of error message. Something like "account blocked - please contact support" would have saved lots of time.

Would also like to know what caused account to be blocked. App was working fine last week. Made no changes to my phone.

Anyone know of a more reliable phone based 2FA?

Even a real cell phone # may not be able to receive a text message when you really need it (eg. when you are traveling outside of Canada). Usually you will be able to get on the internet anywhere in the world to connect to your bank, but you may not be able to receive the 2FA SMS message on your cell phone (happened to me). That's why I figured Fongo being internet based would be a safer bet - and it worked just fine until they blocked account!

[Liptonbrisk]

What a mess and a total waste of time due to poor choice of error message. Something like "account blocked - please contact support" would have saved lots of time.

You can suggest that to them in your ticket request.

The error message means the app can't register your account with Fongo Mobile's servers. There's a number of different technical reasons why that may occur (failed connection or inability for SIP signalling to occur): https://support.fongo.com/hc/en-us/arti ... ion-Failed.

However, in your case, the reason appears to be an account block or suspension.

Would also like to know what caused account to be blocked. App was working fine last week. Made no changes to my phone.

Official reasons include the ones listed at https://support.fongo.com/hc/en-us/arti ... r-deleted-.

With respect to #4 ("Fraudulent activity has been detected on your account"), Fongo can blacklist unlicensed apps at any time (this process is usually a case of whack-a-mole; an unofficial app works until it's discovered by the vendor or Fongo, in this case) and accounts that use them. I was made aware, yesterday, that Fongo is doing that, especially when law enforcement requests are being submitted to them due to users' activities.

Those who wish to keep their Fongo Mobile accounts/app working, must ensure that app is downloaded or installed using one of the links located at https://www.fongo.com/services/fongo-mobile/ or https://www.fongo.com/services/fongo-mo ... d-edition/


I don't know why anyone's specific account was suspended because I don't work for Fongo. I don't have access to anyone's account.

Support staff isn't obliged to respond on the forums.

[problematico]

You might not work at fongo but you've been the most responsive and helpful fongo rep I've interacted with... They should hire you.

I'm still waiting to hear back from support... Going on three weeks of arbitrary suspension block, whatever it is. Unnerving

[Liptonbrisk]

Fongo's service phone number is 1-855-553-6646 or 647-847-1355. I'm skeptical that anyone is answering calls though, and they don't work on weekends.
Based on the message I heard, users are supposed to submit tickets at https://support.fongo.com/hc/en-us/requests/new.


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"

[problematico]

How many weeks does it take for fongo support to respond to tickets?

[problematico]

Hello from 2022, this is still an issue.

[AlexO]

If your provider blocks the SIP protocol, there is nothing Fongo can do about it.
Using a VPN (or equivalent) seems to be the only workaround.

[Liptonbrisk]

Hello from 2022, this is still an issue.

The reason for your issue is completely separate (suspended account). Do not post about your issue in multiple threads, please. It makes troubleshooting difficult.