[Resolved] VOIP Unlock key has disappeared

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[Resolved] VOIP Unlock key has disappeared

Postby astanlofter » 11/23/2017

I am using FPL since 2010 and purchased VOIP unlock key then. I've always had the VOIP unlock key listed in my http://www.freephoneline.ca account, under SIP Settings section. I have checked again a few weeks ago and it has disappeared, the text there now implies that I have not purchased the VOIP key ("You are unable to see your VoIP / SIP settings until you've purchased our VoIP unlock key.").
I have tried contacting Fongo support, but they do not respond.
Can someone please help me solve this problem? Who do I contact and how?
astanlofter
Just Passing Thru
 
Posts: 10
Joined: 11/23/2017
SIP Device Name: Thomson TG784

Re: VOIP Unlock key has disappeared

Postby Liptonbrisk » 11/23/2017

You will need to submit a ticket here: https://support.fongo.com/hc/en-us/requests/new.

For the issue type, select VoIP Unlock Key-->Billing and Payment Inquiry.
I suggest providing them with your original email address, invoice #s, etc., and anything else that may be helpful to locate your VoIP
Unlock key purchase.

If you do not receive an automated response email with a ticket number after submitting a ticket, check your email spam folder.

If no responds to your support ticket, provide the ticket number in a private message to Fongo Support: ucp.php?i=pm&mode=compose&u=7852.
I would allow up to 48 hours for a response.

Also, ensure that you're logging into the right FPL account at https://www.freephoneline.ca/showSipSettings.
If your ATA or IP phone is still registering with FPL's server (and if you are able to receive calls), then it stands to reason that your VoIP unlock key still works.

These are user to user support forums, and Freephoneline support is not obliged to respond here. Moderators
do not have access to your account information either. So you will have to deal with this issue via ticket submission.
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 viewforum.php?f=15.
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Re: VOIP Unlock key has disappeared

Postby astanlofter » 11/23/2017

Thank you very much for your fast help. Your first link is the one I have used to submit a ticket at the end of September - there was no response at all and I did not know what to do. I will use your second link to try to escalate.
Yes, my ATA continues to work fine, I know how to configure and troubleshoot connectivity issues.

My worry is this: Fongo (or FPL) has really messed up the legal part of this product - I do not have a contract, I do not have any other written agreement, I do not even have a proof that I'm their client. Thus, they can freely pull the plug at any moment and I will have no recourse.

My invoice is atrocious from the legal standpoint: it does not clearly show that I have purchased a VOIP unlock key. At that time I've bought their internet service (which I've cancelled years ago) and the VOIP unlock key. The internet invoice only indirectly hints at something to do with the phone line and even that is wrong, but there is no such thing as "VOIP unlock key" anywhere in any of the communications. And that tiny scrap of digital paper is the only documentation I have that could barely be considered a proof of my "contract" with this company.

Now the information has even disappeared from my FPL account and I don't know when this has happened (2 years ago? 2 months ago?).

If anyone has any thoughts about this (for example, to prove that I'm unreasonably paranoid) or has experience losing their virtual "contract" with FPL, please share.
astanlofter
Just Passing Thru
 
Posts: 10
Joined: 11/23/2017
SIP Device Name: Thomson TG784

Re: VOIP Unlock key has disappeared

Postby Liptonbrisk » 11/23/2017

astanlofter wrote:Thank you very much for your fast help. Your first link is the one I have used to submit a ticket at the end of September


I would submit another ticket request. This time choose "VoIP Unlock Key-->Billing and Payment Inquiry".
Request an invoice indicating that you paid for your VoIP unlock key.

And if you don't receive any response, check your spam folders. There should be an automated response.

It's not normal for an account to indicate that a VoIP unlock key hasn't been purchased if it has been (provided you're logged into the proper account).

Beyond that, I don't have any further 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 viewforum.php?f=15.
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Liptonbrisk
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Posts: 2764
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: VOIP Unlock key has disappeared

Postby astanlofter » 11/23/2017

Ok, after I've submitted another ticket and some back and forth, the issue was finally resolved - eventually I had to call Fongo's billing department and talk to a live person (would have never guessed that billing department of Fongo would solve issues with my FPL account). He found the problem and fixed it promptly.
Thank you for giving me the right direction.
astanlofter
Just Passing Thru
 
Posts: 10
Joined: 11/23/2017
SIP Device Name: Thomson TG784

Re: VOIP Unlock key has disappeared

Postby Liptonbrisk » 11/23/2017

Thank you very much for taking the time to let us know the problem is resolved!
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 viewforum.php?f=15.
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Liptonbrisk
Technical Support
 
Posts: 2764
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: VOIP Unlock key has disappeared

Postby Fongo Support » 11/24/2017

astanlofter wrote:Ok, after I've submitted another ticket and some back and forth, the issue was finally resolved - eventually I had to call Fongo's billing department and talk to a live person (would have never guessed that billing department of Fongo would solve issues with my FPL account). He found the problem and fixed it promptly.
Thank you for giving me the right direction.

Hi,

It will be great if you could share what was causing the problem.

Regards,
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Re: VOIP Unlock key has disappeared

Postby astanlofter » 05/31/2020

Unfortunately, I have not seen the latest message and did not respond.
The issue was that I was using Fongo internet provider service. I have cancelled their internet service and switched to another internet provider. For some reason Fongo decided that my phone line is also supposed to be cancelled, thus they have deleted my VOIP Key. The person from the billing department was able to restore it and also told me that my phone number was going to be freed up soon, if I did not act promptly.
astanlofter
Just Passing Thru
 
Posts: 10
Joined: 11/23/2017
SIP Device Name: Thomson TG784


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