Technical Support Ignoring SMS Problem

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Shawheen
One Hit Wonder
Posts: 1
Joined: 12/07/2023
SIP Device Name: iPhone 13
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Technical Support Ignoring SMS Problem

Post by Shawheen »

Been a Fongo Wireless customer since Dec 2020. SMS texting is included in this service. For the last 5 days (since Dec. 3) my wife and my SMS stopped working (she subscribed for Fongo Plus on 3rd). We both get message: "You are currently not subscribed to text messaging..." Fongo is not responding to any of our technical support requests. My friend tested buying one month SMS on Fongo Mobile yesterday and SMS works just fine for him.

This is extremely frustrating, almost indicative Fongo is singling us out and discriminating against both myself and my wife. Fongo support is not responding to either of our support requests (have sent many). Fongo does not have any support phone numbers to call, leaving all customers in the dark, with no course of action.

Other than CCTS, has anyone else been able to escalate their complaints. If yes, how can this be done?


Thanks,
-Shawheen
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Liptonbrisk
Technical Support
Posts: 2769
Joined: 04/26/2010
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Re: Technical Support Ignoring SMS Problem

Post by Liptonbrisk »

Your poll has been deleted. The results won't cause your issue or anyone else's to be resolved faster.
viewtopic.php?f=11&t=5
"Useless posting will also not be permitted nor will posts with the intent of “creating a reaction”.

Keep in mind that they may take up to a week to respond to submitted tickets: https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).

I appreciate that delays in ticket responses, particularly those involving paid services, are frustrating.



--
(General Info)

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.





Fongo Support tickets can be submitted at
https://support.fongo.com/hc/en-us/requests/new

Keep in mind that they may take up to a week to respond: https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).

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 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 Wireless (or any other Fongo service)
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 ... o-Wireless
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.
Jackorama
Just Passing Thru
Posts: 5
Joined: 04/08/2022

Re: Technical Support Ignoring SMS Problem

Post by Jackorama »

Just got a text, at 4am, that my sms unlimited texting on my wireless plan is expiring on the 9th. I submitted a request, but this is an important problem that could cause many to go to other companies that offer VoIP services. Having a working phone and texting is very important to me. My account for both wireless and home phone with Fongo is and has been always I good standing. This is my life line when out and about, as I am handicapped.
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