New SIM Card

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askdougtech
Just Passing Thru
Posts: 3
Joined: 02/10/2021

New SIM Card

Post by askdougtech »

I signed up for the 9.99 300 meg plan. Paid via PayPal. Invoice is marked as paid.

SIM card arrived with four digit code.

Logged into shop.fongowireless.com as instructed.

Your Active Products/Services is blank.

Clicked on Services/My Services. Status is marked as Pending.

Contacted support and even sent screenshot. Received canned response that was identical to instructions on card. They did not address the issue.

What do I do next? I resubmitted with more detail and no response. I can't call anybody. Help! Should I call Fibernetics?
askdougtech
Just Passing Thru
Posts: 3
Joined: 02/10/2021

Re: New SIM Card

Post by askdougtech »

I received a message from Fongo Wireless Support and it doesn't even make sense! It is like they are dealing with someone else's issue.

I quote:
"Please contact your Carrier and request a version 2."

What does this even mean? Fongo Wireless is my carrier!

There is no phone number to call. I have even reached out to Fibernetics.

I have a feeling that support is not even reading my messages. Worst support I have experienced in years. I work in the IT industry and am astounding by this!
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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: New SIM Card

Post by Liptonbrisk »

Here’s the escalation process:
https://support.fongo.com/hc/en-us/arti ... -Complaint

I’m not sure whether you’ll reach anyone at this number:
6478471355
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.
askdougtech
Just Passing Thru
Posts: 3
Joined: 02/10/2021

Re: New SIM Card

Post by askdougtech »

Support has now activated my card. However, data is not working on phone. SIM shows up as Rogers.As usual it takes support eons to get back to you
User avatar
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: New SIM Card

Post by Liptonbrisk »

Response delays are a known issue: https://status.fongo.com/.

You can see whether any of the suggestions in this thread, such as changing APN help: viewtopic.php?f=76&t=19668

I have never used Fongo Wireless and am unable to offer other suggestions.
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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