Fongo Community Forums

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.

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).



Hello,

These are user-to-user support forums. Fongo Support staff is not obligated 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/articles/2 ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.



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


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/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 account yet, click "Sign Up" after visiting the link.
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/articles/2 ... -Complaint
for information on ticket escalation. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

I switched from VoipMuch to Fongo Home Phone with the Grandstream HT-801. The blue lights are on for "power" and "internet", but the "phone" blue light is off. I get a dial tone when I pick-up the phone ; but all incoming calls go directly to voicemail, and all outbound calls go to fast busy. I tried unplugging, and also the factor reset button on the Grandstream, but no improvement.

Teksavvy confirmed they are not blocking the Voip Fongo service.

I opened a support ticket with Fongo 2 days ago, without response.

Any suggestions on how to fix?

Hello,

These are user-to-user support forums. Fongo Support staff is not obligated 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, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.



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/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 account yet, click "Sign Up" after visiting the link.
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. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

Just received my HT801 ATA to set up for my new Fongo account. Replaced the old HT802 that I had from another company, plugged the network and phone cords into the new box, and powered it on. Power light is steadily on, Web/globe icon light is steadily on, but the phone icon light’s been blinking since last night (the phone says “no line”). Would this just be a case that Fongo doesn’t have the info for the box configured in their provision server yet?

I merged your post into this thread because my responses in it remain relevant.

Michael wrote: 05/08/2024 Just received my HT801 ATA to set up for my new Fongo account. Replaced the old HT802 that I had from another company, plugged the network and phone cords into the new box, and powered it on. Power light is steadily on, Web/globe icon light is steadily on, but the phone icon light’s been blinking since last night (the phone says “no line”). Would this just be a case that Fongo doesn’t have the info for the box configured in their provision server yet?

I guess you must have this issue resolved by now, however did not bother to post a closure?

I am/was a Freephoneline since 2015, using OBI 110 ATA. Last week I took the plunge to Fongo Home Phone, as OBI Hai stopped supporting their devices, and Fongo Home Phone seems like a good deal. In the process, I also paid for the transfer of existing Freephoneline number to Fongo's!

As I received the email Porting Completion Notice yesterday, I installed the HT-801 promptly. As per email instruction, I reset the ATA, even also did the Factory Reset a few times, still there are only 2 lights lit up, Power and Internet. I raised the ticket, received an email with ticket # open. Still today, so far nothing changed, am I unrealistically expect a faster support service?

Looking up the web, there is an answer explaining Fongo Home Phone server may have not configured for my new home phone service yet?

"The phone light is off
This indicates that your phone service is not communicating back to us correctly or that the configuration for this is not present on the Grandstream Phone Adapter."
source: https://service.countybroadband.co.uk/i ... Model.html

!

tango wrote: 11/02/2024 I am/was a Freephoneline since 2015, using OBI 110 ATA. Last week I took the plunge to Fongo Home Phone, as OBI Hai stopped supporting their devices

I'm not sure if you're aware, but Obihai discontinuing devices and ending Obitalk's website doesn't, in any manner, prevent any of their ATAs and IP phones from working with Freephoneline. Their ATAs, due to X_Inboundcallroute (call routing), are still the most powerful consumer ATAs. The upgraded Obihai ATAs are Poly 402 and Poly 400 series ATAs. However, they don't support consumer Google Voice.

As I received the email Porting Completion Notice yesterday, I installed the HT-801 promptly. As per email instruction, I reset the ATA, even also did the Factory Reset a few times, still there are only 2 lights lit up, Power and Internet. I raised the ticket, received an email with ticket # open. Still today, so far nothing changed, am I unrealistically expect a faster support service?

Fongo doesn't respond to tickets on weekends.

These are user-to-user support forums. Fongo Support staff is not obligated 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.

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


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/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 account yet, click "Sign Up" after visiting the link.
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.

Looking up the web, there is an answer explaining Fongo Home Phone server may have not configured for my new home phone service yet?

If you scroll up in this thread, in fact, you'll see this:

"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/articles/2 ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless."


Regardless, ensure that SIP ALG in your Bell GigaHub is disabled.

Open your web browser, and login at 192.168.2.1 with your administration password.
Navigate to "Advanced tools & settings"-->"Networking"
Disable "SIP ALG".


To understand why SIP ALG often causes horrible problems, please visit
https://www.voip-info.org/routers-sip-alg/ (scroll down to the section on SIP ALG problems).

Liptonbrisk wrote: 11/02/2024 ...
If you scroll up in this thread, in fact, you'll see this:

"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/articles/2 ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless."

Thanks, I just want to cover all the bases, as it is most likely the shipped ATA was not provisioned, given a previous experience from a user in August this year!

Regardless, ensure that SIP ALG in your Bell GigaHub is disabled.

Open your web browser, and login at 192.168.2.1 with your administration password.
Navigate to "Advanced tools & settings"-->"Networking"
Disable "SIP ALG".
...

I tried this, able to sign in with the admin PW, got to the page you suggested, and found that the SIP ALG is already switch OFF.

While on this Network settings, do you know if I need to set others, UPnP, and DLNA from currently ON to OFF? Just curious

Thanks again for your help!

tango wrote: 11/03/2024 While on this Network settings, do you know if I need to set others, UPnP, and DLNA from currently ON to OFF?

I've only ever used ISP's modem/router combos, gateways, or hubs as modems only for the reasons stated here: viewtopic.php?p=78976#p78976. So I've never used UPnP and DLNA in a Bell Hub or tested for potential security risks in Bell Hubs, but UPnP is generally considered to be a potential security risk. If you can get what you want working without using UPnP, I would. I always disable UPnP in my own routers. If you're not running a DLNA server or not sharing video, music, and photos between DLNA-compliant devices locally, then I would also disable DNLA, particularly if you're able to do what you want successfully without having it enabled. DLNA does not affect SIP services, such as Fongo Home Phone, so having DLNA disabled wouldn't make a difference for Fongo. UPnP and, especially, port forwarding are potential security risks and should only be used if all else fails first.

Liptonbrisk wrote: 11/03/2024

tango wrote: 11/03/2024 While on this Network settings, do you know if I need to set others, UPnP, and DLNA from currently ON to OFF?

I've only ever used ISP's modem/router combos, gateways, or hubs as modems only for the reasons stated here: viewtopic.php?p=78976#p78976. So I've never used UPnP and DLNA in a Bell Hub or tested for potential security risks in Bell Hubs, but UPnP is generally considered to be a potential security risk. If you can get what you want working without using UPnP, I would. I always disable UPnP in my own routers. If you're not running a DLNA server or not sharing video, music, and photos between DLNA-compliant devices locally, then I would also disable DNLA, particularly if you're able to do what you want successfully without having it enabled. DLNA does not affect SIP services, such as Fongo Home Phone, so having DLNA disabled wouldn't make a difference for Fongo. UPnP and, especially, port forwarding are potential security risks and should only be used if all else fails first.

Thanks so much for your help! I now switched both UPnP and DLNA OFF! Although I am not sure what DLNA compliant or certified devices are, it seems a security risk, even if it is not as bad as UPnP, as I just learned!

Liptonbrisk wrote: 11/02/2024

tango wrote: 11/02/2024 I am/was a Freephoneline since 2015, using OBI 110 ATA. Last week I took the plunge to Fongo Home Phone, as OBI Hai stopped supporting their devices

I'm not sure if you're aware, but Obihai discontinuing devices and ending Obitalk's website doesn't, in any manner, prevent any of their ATAs and IP phones from working with Freephoneline. Their ATAs, due to X_Inboundcallroute (call routing), are still the most powerful consumer ATAs. The upgraded Obihai ATAs are Poly 402 and Poly 400 series ATAs. However, they don't support consumer Google Voice.
...

As I am getting tired of slow support from Fongo Home Phone, I am considering cancel it. If so, what are the good SIP devices you can recommend -including Obihai's, reverting back to Freephoneline (if still plausible).

Thanks!

tango wrote: 11/04/2024
As I am getting tired of slow support from Fongo Home Phone, I am considering cancel it.

I suspect your HT-801 ATA's MAC address needs to be added to Fongo's provisioning server. You may need to wait a few more days before they respond to your ticket. Fongo usually responds to Fongo Home Phone tickets before Freephoneline tickets, and Freephoneline doesn't have free technical support for configuration issues or issues on the user's end. As I don't work for Fongo, I have no control over these policies or when your ticket will be answered.

If so, what are the good SIP devices you can recommend -including Obihai's, reverting back to Freephoneline (if still plausible).

If you ported out from Freephoneline, then you would have lost your VoIP unlock key, unless you chose to keep it with a different phone number and agreed to pay Freephoneline's monthly 911 fee. If you lost your VoIP unlock key, you would likely be expected to buy one for $99.50+tax and also pay an additional $25+tax to port back into Freephoneline from Fongo Home Phone if you wanted to return to Freephoneline. Freephoneline also charges an additional $1.95+tax monthly fee for 911 access.

If I didn't already own OBi202 ATAs (I also own Obihai IP Phones), then I would buy a Poly 402 ATA, which offers the same features (very similar device), except that it doesn't support consumer Google Voice (which both OBi202 and OBi302 do using unofficial naf modded firmware, at least, momentarily) but does support the G.722 audio codec (unlike OBi202 and OBi302 ATAs). However, Freephoneline doesn't support the G.722 audio codec anyway. The only difference between OBi202 and OBi302 ATAs is that the OBi302 ATAs don't support consumer Google Voice using official Obihai firmware (OBi302 works with consumer Google Voice using naf modded firmware). If I didn't own Obihai devices already, the Poly ATA 402 would be my choice (or, at least, I would be drawn to it first). However, I am not a typical user and am interested in the Poly's 402 more powerful (call routing) features. It also offers more useful information while on a call; it's simply a more powerful ATA. This Freephoneline guide likely works for the Poly 4xx ATA series for VoIP unlock key users: viewtopic.php?p=73839#p73839. Poly owns Obihai, and HP owns Poly: https://www.hp.com/ie-en/products/acces ... 2101854850. The Poly 4xx ATA series tends to be more expensive than other ATAs and harder to find from reputable, well-known sellers in Canada.

OBi202 and OBi302 ATAs have been discontinued. The replacement is the Poly 4xx ATA series.

With respect to longevity, avoid fake PAP2s being sold online: http://genuinelinksys.blogspot.com/2011 ... nuine.html.
Real ones haven't been sold (as new) since 2012, when they were discontinued: https://www.cisco.com/c/en/us/obsolete/ ... ports.html. Fakes can be potential fire hazards.

Also, in my opinion, most electronics, especially those sold for under $100 USD, are not designed to last forever. Protecting them from power fluctuations with a UPS isn't a bad idea.

Liptonbrisk wrote: 11/04/2024 ...
I suspect your HT-801 ATA's MAC address needs to be added to Fongo's provisioning server. You may need to wait a few more days before they respond to your ticket.

Fongo support responded to me today, asked for the HT-801 Mac Address. I then took a photo of the label showing the Mac Address and sent it to Fongo support. Then, I was asked to do a Factory Reset, which I did several times earlier, so it was easy. Upon completion the Factory Reset, still no joy!

Now after the hours, I suspect the Mac Address may have been entered incorrectly? I'll follow up to Fongo Support with this question!

Just a closure to my issue of Phone light not ON, not able to call or receive calls. A remote session with a Fongo tech appointment done this morning. From what I understand, he went into the HT801 Device Configuration and manually entered certain information to make it work, and it worked now. When I asked, he said something about "Welp" (?) not allowing automatic provisioning that he had to do manually. I managed to print out the Device Basic and Advanced Settings, just for my own reference/learning, perhaps to compare to the previous OBI 110, see if I can learn anything else!

Thanks Liptonbrisk for your help!

tango wrote: 11/05/2024 Thanks Liptonbrisk for your help!

I’m glad the service is working for you, and thank you for the update.

Just got the HT801 box on weekend, I connect to router and phone, the internet and phone icons are only showing blinking blue. I cannot dial or receive. what should I do now?

I merged your post into this thread because my responses in it remain relevant. Start here: viewtopic.php?p=81147#p81147.

So I'm at loss here. I created a support ticket as the HT801 I was sent for my new Fongo Home Phone account doesn't seem to be able provision. In the ticket I mentioned that the ATA didn't provision behind my router (UDM Pro) or in front of it--I'm on Cogeco with my modem in bridge so it will give a public IP to anything that's plugged into the 4 ethernet ports. The response from support was, well weird, as they basically told me the device needed to be on a working network and to try that out first.

It's been plugged into a working network for 4 days and still isn't registered. Any ideas on where to go from here as I wait for my ported number to show up? Once it's the numbers ported over I can move it to a cheap wireless plan and cancel Fongo if needed.

Thanks,
bdisx

bdsix wrote: 06/02/2025 In the ticket I mentioned that the ATA didn't provision behind my router (UDM Pro) or in front of it--I'm on Cogeco with my modem in bridge

So, you had the ATA connected directly to the Cogeco modem/router combo while it was in bridge mode? If so, the problem isn't on your end (provided the ATA is connected properly and not busted). I suspect your HT-801 ATA's MAC address needs to be added to Fongo's provisioning server. Locate the MAC address of the device. It is the 12-digit HEX number on the bottom of the unit (usually). Alternatively, pick up the handset attached to the ATA and dial *** to use the IVR menu. Dial 10. Provide your ATA's MAC address when responding to your ticket.

There's not much anyone here (that posts regularly) can do, since we don't work for Fongo. Beyond this, there's nothing else you can do with your devices: https://support.fongo.com/hc/articles/1 ... HT-801-ATA.

Basically, my responses at viewtopic.php?t=20676 are still valid, so I'll just merge your post into it.

You need to respond to your ticket. Request escalation to Fongo's network admin or support admin. Here's the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.

Thanks for the advice. Still getting questions from the support team that suggest that I don't have the device attached to my network correctly. I should have not mentioned the bridged modem. Anyway, I've provided a time for a remote session, but that was just followed up with more questions about network activity to the device. I could tell them the exact amount of activity and the application thanks to IPS/IDS but it feels that will just lead to more questions.

bdsix wrote: 06/04/2025 Thanks for the advice. Still getting questions from the support team that suggest that I don't have the device attached to my network correctly. I should have not mentioned the bridged modem. Anyway, I've provided a time for a remote session, but that was just followed up with more questions about network activity to the device. I could tell them the exact amount of activity and the application thanks to IPS/IDS but it feels that will just lead to more questions.

1. You can tell them what the light pattern on the ATA indicates: http://www.grandstream.com/sites/defaul ... _guide.pdf (page 18)


a. The power light should be solid on.

b. The internet light should be solid on (or flashing rapidly indicating traffic). If it's off that indicates an ethernet connection problem to the ATA.

c. The phone light should be solid on (blue with HT-801), indicating registration with Fongo Home Phone. If it's off, that means the ATA isn't registered. It's probably off.


2. a. Dial ***

b. Then dial 02

c. Your ATA's LAN IP should be announced. You can confirm whether you see that IP assigned in your router as well (I suspect you know how).


The combination of 1b and 2c should be pretty definitive for indicating whether the device is online, particularly when the ATA is connected directly to Cogeco’s modem/router combo while it’s in bridge mode.

I actually provided support that information--solid net connection icon, network activity (green and amber lights), and that the ATA has an IP within my network range. The only thing I don't have is the phone icon being lit up.

The support questions just keep looping back to the ATA being connected correctly even though my responses all point to "yes".

bdsix wrote: 06/04/2025 I actually provided support that information--solid net connection icon, network activity (green and amber lights), and that the ATA has an IP within my network range. The only thing I don't have is the phone icon being lit up.

Okay, I’m extremely skeptical that there’s anything else you can do, especially since you had the ATA connected directly to Cogeco’s modem/router combo while it’s in bridge mode. Hopefully your service will be working after the appointment.

The issue is now fixed. Firmware was out of date on the ATA and support manually provisioned it.