[Resolved] Receiving\Incoming call issue

[terseone]

Since around March 12, we have only been able to receive
calls from only Fongo or Freephoneline numbers.

Calls from other providers [ Bell, Telus, etc. ] result in messages such as the following:
* The number is not in service
* The number cannot be completed as dialed
* You have just dialed a number that is not in use

Outgoing calls work without issues.

The Grandstream ATA has been power cycled.
It has been moved to other locations with different internet service providers
However, the result is the same: only Fongo or Frephoneline calls come through.

A support ticket was opened, but the issue has not been resolved.
No ETA has been given on when this issue will be resolved.

Is anyone else having the same problem or similar issues with receiving calls?

[Liptonbrisk]

Is anyone else having the same problem or similar issues with receiving calls?

Although I'm not a Fongo Home Phone customer, I think it's reasonable to believe these forums would be flooded with complaints if this were an issue affecting everyone.

My Freephoneline numbers are not affected. Incoming calls from Telus carrier numbers work.

My Fongo Mobile numbers are not affected either.

Fongo numbers are Fibernetics carrier numbers, and Fongo uses Fibernetics' network.

Calls from other providers [ Bell, Telus, etc. ] result in messages such as the following:
* The number is not in service
* The number cannot be completed as dialed
* You have just dialed a number that is not in use

I suspect this is a Fibernetics call routing issue that's affecting your number. If so, Fongo probably has to send a ticket off to Fibernetics and wait for a response, which would explain why no ETA is provided (Fongo wouldn't know for sure).

Briefly I considered whether someone had attempted to port your number out, but I immediately discarded that idea since, surely, someone at Fongo would know and attempt to notify you, particularly after you submitted a ticket. Moreover, if Fongo to Fongo calls are still reaching you, your number is still on your existing Fongo Home Phone account.

[KTownKnerd]

I too have been experiencing the same issue. I reported it back on March 4, 2024, but was advised it had been going on since February from family and friends trying to reach me. Fongo attempted to pass the buck advising me it was the calling providers issue and not theirs.
March 4 - Reported issue
March 5 - Requested sample calls
March 8 - Provided sample calls
March 13 - Received email that they can't find an issue and it has to be with the incoming provider "We checked your call logs to confirm the sample calls, and we were unable to locate it. This indicates that the call did not even hit our servers. This is the reason for the delayed response, as we made sure there was no issue from our end. We can assure you that everything is in place with our system, and test calls proved that it is functional.
You may need to escalate this with the provider of the calling numbers. Since the call is not hitting our servers, we have no way to investigate the said issue."
March 14 - Applied some "fix" to my ATA that should resolve the issue and to power cycle my device and I should be up and running again
March 14 - Power cycled and restarted. Email sent to Fongo I am still unable to receive calls from non-fibernetic callers
March 15 - Received email that they had a Temp maintenance that was causing the issue and it should be resolved "We had a temporary maintenance that may have caused the issue you are experiencing. It has since been resolved, and your services should be back to normal as of the writing of this email.
If you continue to experience the same issue, please let us know. " Emailed them back I tested and still experiencing the issue
March 19 - Request for status update --No Response
March 21 - Another request for status update sent
March 23 - Received response requesting caller information again
March 24 - Provided additional receiving caller information

To be compleetly honest with you, I find this really unacceptable. I get it it's only $5.00/month for the service, but the reason why you have Fongo is because it's their "Premium" service to FreePhoneLine where you don't get any support. I was previously with another provider who resold/used FIbernetics POTS service and anytime I had an issue it was resolved in no more than 24 hours.

[Liptonbrisk]

March 13 - Received email that they can't find an issue and it has to be with the incoming provider "We checked your call logs to confirm the sample calls, and we were unable to locate it. This indicates that the call did not even hit our servers .

With Freephoneline, if the call isn't answered in some manner by the either Freephoneline's voicemail system (or Fongo Home Phone's voicemail system, in your case) or by the FPL customer, the incoming call won't be listed in the user's online call logs at all. If the same is true for Fongo Home Phone customers, I hope the response that was provided to you indicates that support staff checked their own calls logs and can't find the incoming calls, as opposed to them just checking your user portal logs.

If it's true that the incoming calls aren't reaching Fongo's servers, then there's no troubleshooting you can do, including rebooting the ATA. That's the bottom line.

I typically ask FPL users (and Fongo Mobile users on Wi-Fi) what brand and model a) modem and b) router they're using, to help ensure SIP ALG is disabled and ensure bridge mode is enabled in the hub, gateway, or modem/router combo the ISP issued if the user is also using their own router. For example, visit viewtopic.php?f=8&t=20199 (steps 1, 2, 9, and the the post afterwards are useful to read through, regardless of the SIP service being used). However, again, if the incoming calls aren't reaching Fongo's servers, there's nothing you can do.

The next step would be to for support staff to check if the incoming calls are reaching Fibernetics' network (this is Fongo's responsibility). If the answer is yes, then it could be a Fibernetics' call routing issue. If the answer is no, then I would be asking the (incoming) callers to contact their service providers to trace when the calls aren't reaching the intended destination. Possibly it's an interconnect carrier issue.

I'm just looking at call logs for another Freephoneline number, and I see incoming calls working for Toronto Bell, Telus, and Rogers carrier numbers. I checked another Freephoneline number and incoming calls are working from British Columbia Telus carrier numbers. So, whatever the problem is, it's not affecting all incoming Bell and Telus carrier calls for Freephoneline customers, which is run by Fongo (and also relies on Fibernetics' network).

This is the complaint escalation process for Fongo: https://support.fongo.com/hc/en-us/arti ... -Complaint.

--
(General contact information)

(855) 553-6646

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).


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. If you don't have a zendesk support account already, choose "Sign Up".
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/.

[KTownKnerd]

My phone has just now started working once again. I've had numerous people from different providers call me to confirm they can get through. I have requested from Fongo an explaination on what the issue was and what they did to rectify it.

Thank you,

[terseone]

I am glad you can receive calls again

Our line started to work again today too.

Fongo Support stated that they escalated the issue on the weekend.
I wonder if it was a routing issue so Fibernetics got the scalation ticket [?].

Glad it is working again

@Liptonbrisk , thank you for the insightful information.
This information may help others who encounter this strange behaviour.

[Liptonbrisk]

Fongo Support stated that they escalated the issue on the weekend.
I wonder if it was a routing issue so Fibernetics got the scalation ticket [?].

Since I don't work for Fongo, I have no way of knowing, unfortunately.

I could speculate about an interconnect carrier issue, but I really have no relevant information beyond what was stated in this thread concerning the incoming calls not reaching Fongo's servers.

Glad it is working again

Me too!

Take care.