[Resolved] No outgoing calls/initial Fongo home phone setup

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[Resolved] No outgoing calls/initial Fongo home phone setup

Postby SwannyBC » 11/21/2023

Hi.
I just set up my Fongo home phone for the first time. I have the HT-801 ATA and a Shaw gateway combined modem/router. I plugged in the Ethernet line and the phone line and power and all three blue lights lit up on the ATA. I got a dial tone and I can receive phone calls on my home phone but when I try to make on outgoing call nothing happens. I do not hear a ring and I have called multiple numbers, including my mobile phone and nothing happens. I checked my mobile phone to see if the calls were listed or going to voicemail but nothing. I have tried unplugging the ATA for a few minutes and plugging it back in but it didn’t do anything. Seems strange that the home phone works for incoming calls but not outgoing. Any ideas why this would be happening?
Cheers,
Mark
SwannyBC
Just Passing Thru
 
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Re: No outgoing calls after initial Fongo home phone setup

Postby Liptonbrisk » 11/21/2023

Are you using Shaw's XB7 or XB8 modem/router combo? https://support.shaw.ca/t5/internet-dis ... rue#M14018

It appears to have SIP ALG stuck on with no way to disable it.
Refer to point B from viewtopic.php?f=8&t=20199#p78976.



Anyway, submit a ticket to Fongo and request to be placed on their "alternative connection" SIP server that bypasses SIP ALG (or connects to a UDP port other than 5060): https://support.fongo.com/hc/en-us/requests/new.

Keep in mind that they may take up to a week to respond: https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).

In the interim, I would suggest calling Shaw and asking whether they can disable SIP ALG in your modem/router combo. However, I would anticipate the person you end up speaking to is clueless. Ask for the call to be elevated to senior support staff.
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(General Info)

These are user-to-user support forums. Fongo Support staff is not obliged to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.





Fongo Support tickets can be submitted at
https://support.fongo.com/hc/en-us/requests/new

You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Home Phone account or
any other Fongo account you may have. Use the same email address that you
use to submit tickets. Do not use the same password as your Fongo Home Phone
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obliged to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

Visit https://support.fongo.com/hc/en-us/arti ... -Complaint
for information on ticket escalation. CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.
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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SIP Device Name: Obihai 202/2182, Groundwire
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Computer OS: Windows 64 bit
Router: Asuswrt-Merlin & others

Re: No outgoing calls after initial Fongo home phone setup

Postby SwannyBC » 11/21/2023

This issue was solved, The problem was that my home phone was set to pulse dialling. I changed the setting to tone dialling and now I can make outgoing calls. I guess the ATA can only recognize tone dialling..
SwannyBC
Just Passing Thru
 
Posts: 2
Joined: 11/21/2023

Re: No outgoing calls after initial Fongo home phone setup

Postby Liptonbrisk » 11/21/2023

SwannyBC wrote:This issue was solved, The problem was that my home phone was set to pulse dialling. I changed the setting to tone dialling and now I can make outgoing calls. I guess the ATA can only recognize tone dialling..


That's good that you discovered the issue. Thanks for responding. I wouldn't have guessed people have their phones set to pulse dialing anymore.

The HT-801, after navigating to FXS Port menu, has an option to "Enable Pulse Dialing", but it's disabled by default. Fongo Home Phone users can't make configuration changes though (as far as I know).
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: 2753
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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