[Resolved] Unlimited texting with wireless plan

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francoisneighneigh
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[Resolved] Unlimited texting with wireless plan

Post by francoisneighneigh »

I have also submitted a support ticket but wondering if the community has any insight while I wait for a reply. Last month was the first month of my wireless plan that comes with unlimited texting. Worked totally fine last month and now it's saying "no active text plan" when I try to send. I know my wireless plan either just rolled over or is about to but it seems odd to have a lag period where I can't text before it's reengaged for another month? Like I can't text for a day or two each month or something? Seems odd.
Anyone else?
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Liptonbrisk
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Re: Unlimited texting with wireless plan

Post by Liptonbrisk »

I've never used Fongo Wireless (and I don't work for Fongo), so I'm not sure if the following is applicable:

"Your monthly Unlimited Canada Texting will renew 1 day after each Fongo Wireless billing cycle resets.

To ensure that you receive Unlimited Canada Texting, please make sure that your Fongo Wireless account profile has the correct Fongo Number entered before your bill is scheduled to be paid.

You can verify your account by logging into your Fongo Wireless account at http://www.fongowireless.com"


https://support.fongo.com/hc/en-us/arti ... o-Wireless.
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.
francoisneighneigh
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Re: Unlimited texting with wireless plan

Post by francoisneighneigh »

Yep that's it but it should be automatically applied like last month it was and now it's not working. I will have to wait and see what support says I guess - frustrating not to be able to return texts in the meantime.

Edit. Just saw your edit haha. I noticed that wording too but I hoped it meant that it would renew then, not that there would be a break in service for that day.
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Liptonbrisk
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Re: Unlimited texting with wireless plan

Post by Liptonbrisk »

I'm curious what the response will be.

Doesn't this imply a 1 day lag period?

"Your monthly Unlimited Canada Texting will renew 1 day after each Fongo Wireless billing cycle resets."
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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Liptonbrisk
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Re: Unlimited texting with wireless plan

Post by Liptonbrisk »

francoisneighneigh wrote: I hoped it meant that it would renew then, not that there would be a break in service for that day.
Sorry, I'm not sure. Seems odd (to me). Anyway, if you happen to find out, please let the forum know. Thank you.
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.
francoisneighneigh
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Re: Unlimited texting with wireless plan

Post by francoisneighneigh »

Agreed that it does seem to imply a 1 day lag. Thanks for getting back to me, I will bring the answer back to the forum once I get a response.
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Jake
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Re: Unlimited texting with wireless plan

Post by Jake »

That must be just a bad wording thing. How can any company think it would be a good idea to break a service for one day after billing!

If it does lag for one day, then that really needs to be thought about again :lol:
francoisneighneigh
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Re: Unlimited texting with wireless plan

Post by francoisneighneigh »

Jake wrote:That must be just a bad wording thing. How can any company think it would be a good idea to break a service for one day after billing!

If it does lag for one day, then that really needs to be thought about again :lol:
I completely agree! I really hope there's a better reason/mix-up and that it won't be an issue every month. I'm still waiting for a reply to my ticket...
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Re: Unlimited texting with wireless plan

Post by Liptonbrisk »

You can check your ticket status by logging in at https://support.fongo.com/hc/en-us/requests. That's an account for tickets (zendesk) only and is completely separate from your Fongo account. Use the same email address that you use to submit tickets. Do not use the same password. Again, the Zendesk account is completely separate from your Fongo account(s).

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week.
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.
francoisneighneigh
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Re: Unlimited texting with wireless plan

Post by francoisneighneigh »

Liptonbrisk wrote:You can check your ticket status by logging in at https://support.fongo.com/hc/en-us/requests. That's an account for tickets (zendesk) only and is completely separate from your Fongo account. Use the same email address that you use to submit tickets. Do not use the same password. Again, the Zendesk account is completely separate from your Fongo account(s).

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

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

Good to know, thank you!

I did end up getting a reply that they have "added a buffer period on your SMS to avoid the delay in applying the free SMS". I'm not sure if this is across the board with anyone who has the free SMS or (for anyone who has the same issue now or in the future) you might need to contact them to resolve on a case by case basis.
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Liptonbrisk
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Re: Unlimited texting with wireless plan

Post by Liptonbrisk »

francoisneighneigh wrote:
I did end up getting a reply that they have "added a buffer period on your SMS to avoid the delay in applying the free SMS". I'm not sure if this is across the board with anyone who has the free SMS or (for anyone who has the same issue now or in the future) you might need to contact them to resolve on a case by case basis.
Thank you very much for letting us know.

I'm uncertain why they don't do that automatically for everyone who is continuing to use the service the following month.

I'm glad your issue is resolved though.
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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