KTownKnerd wrote:
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/.