Really need help - FHP adapter came shipped without config

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LorraineLeger
One Hit Wonder
Posts: 1
Joined: 11/08/2023
SIP Device Name: ata801
ISP Name: bell fibe

Really need help - FHP adapter came shipped without config

Post by LorraineLeger »

Team: I hope someone can action a support case that I have opened. It appears that the ATA that I recieved does not actually have a credetial config in it. No servers, no userid, The phone number associated with it is **** (number deleted by LiptonBrisk) so if you are a fongo home phone tech support you should be able to find the tickets and info. Can you please email to the account email on file the config so I can try to fix this. An offer for a tech remote session was made, but the tech did not contact me at the offered time. I understand your tech queue may be busy, but so far I have not been able to get the service working.

Thank you.
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Liptonbrisk
Technical Support
Posts: 2769
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: Really need help - FHP adapter came shipped without conf

Post by Liptonbrisk »

I've edited out your phone number for privacy reasons (also, posting your phone number online is a great way to have your phone number added to spam lists)


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.

The ATA is supposed to be provisioned or configured by Fongo's provisioning server automatically. Installation instructions are located at https://support.fongo.com/hc/en-us/arti ... First-Time. If that doesn't work (beyond a potential firewall issue), I'm doubtful moderators and users here can do anything to assist.



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. 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 http://forum.fongo.com/viewforum.php?f=15.
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