[Resolved] No incoming or outgoing calls

[kozak99]

Hey Everyone,

I have been using freephoneline for the last 5-6 years with no issues. Switched from Rogers to Bell back to Rogers and never had an issue with the configuration.

Recently I started experiencing issues with intermittent incoming calls, some days it would wort others it would not. I searched the forums, changed my server setting to voip4.freephoneline.ca:6060 but the issues persisted. As of a few days ago, all incoming calls stopped and I am also not able to make any outgoing calls. When I pick up the phone I hear a dial tone but when i dial a number i get a busy signal. When someone tries to call me they hear a dial tone but my phone does not ring. None of the calls are registered in the logs on freephoneline.ca

I am currently with Rogers using one of their Hitron modems and my ATA is Grandstream HT702 1.0.8.2

Any help would be greatly appreciated.

When I go to https://www.freephoneline.ca/showSipSettings I am able to see my status as connected:


And My FXS port settings are:

[Liptonbrisk]

I'm uncertain whether you posted your real SIP username and real name, but in case you did, I deleted the pic.

I am currently with Rogers using one of their Hitron modems

That's a modem/router combo or gateway. Are you using another router, running pfSense, or anything else? If so, please specify the brand and model.

I know you're using voip4.freephoneline.ca:6060, which should bypass SIP ALG anyway.

But Hitron CGN3ACSMR and CODA-4582 series gateway modem/router combos from Rogers have SIP ALG enabled by default. Disable it:

a) Open the web browser, and login at 192.168.0.1. Default username is cusadmin.
Select the “Basic” tab and disable “SIP ALG.” Click the “save changes” button.
Contact Rogers if need be.

and my ATA is Grandstream HT702 1.0.8.2

I doubt this is related to your problem, but the latest firmware version for your ATA is 1.0.10.3: http://www.grandstream.com/support/firmware.
I see some bugs were addressed in the firmware update.

When I go to https://www.freephoneline.ca/showSipSettings I am able to see my status as connected:

b) Login to your ATA. Navigate to the "Status" tab.
What does "Hook" and "Registration" indicate when the problem occurs?

c) Also, are you able to ping 208.85.218.146 and 208.85.218.147 when the problem occurs?
Download winmtr (if you have a PC): https://sourceforge.net/projects/winmtr/
Test to both IPs about 200 times.

Then select the "copy text to clipboard" button. Then paste that info here. Delete the (first) hop that shows your real WAN IP address before posting.

When someone tries to call me they hear a dial tone but my phone does not ring.

They hear ringing on their end, you mean, right?

That's pretty weird. Their outgoing call to you isn't even picked up by FPL's voicemail system?
FPL definitely doesn't want that. Fibernetics, FPL's parent company, generates revenue from incoming phone calls or termination fees to its network.
The incoming calls need to be answered in some manner (by its voicemail system or you answering the call) in order for that to happen.

d) Do you have "Follow Me" enabled? Login at https://www.freephoneline.ca/followMeSettings
While troubleshooting, disable Follow Me.

e) Did they let the call ring long enough for the call to be picked up by FPL's voicemail system?
Login at https://www.freephoneline.ca/voicemailSettings. Check "Rings before voicemail"

None of the calls are registered in the logs on freephoneline.ca

FPL call logs do not list incoming calls that have not been answered in some manner (FPL's voicemail system being triggered counts as the call being answered). So, if an incoming call rings twice and no one picks up (including FPL's voicemail system) before the caller hangs up, the call will not be listed in FPL's call logs. The same holds true for outgoing calls as well. If the call isn't answered, it won't be listed in FPL's call logs. In this case, I can't even tell if the calls reached FPL in your situation.

f) Pick up phone. Dial *31

g) Reboot (power cycle) the Hitron modem/router combo. Wait for it to be fully up and running. Afterwards, reboot the ATA (always reboot it last). Now do incoming calls work?

If winmtr results seem normal and if the problem persists after rebooting devices in that order, submit a ticket: https://support.fongo.com/hc/en-us/requests/new.
Choose "my account inquiry" for the final issue type.
Ask for a "forced registration" and to have your account checked.

[kozak99]

Thank you for the detailed response.

I'm uncertain whether you posted your real SIP username and real name, but in case you did, I deleted the pic.

I am currently with Rogers using one of their Hitron modems

That's a modem/router combo or gateway. Are you using another router, running pfSense, or anything else? If so, please specify the brand and model. Not using any other router at this time

I know you're using voip4.freephoneline.ca:6060, which should bypass SIP ALG anyway.

But Hitron CGN3ACSMR and CODA-4582 series gateway modem/router combos from Rogers have SIP ALG enabled by default. Disable it:

a) Open the web browser, and login at 192.168.0.1. Default username is cusadmin.
Select the “Basic” tab and disable “SIP ALG.” Click the “save changes” button.
Contact Rogers if need be.
It was disabled by default

and my ATA is Grandstream HT702 1.0.8.2

I doubt this is related to your problem, but the latest firmware version for your ATA is 1.0.10.3: http://www.grandstream.com/support/firmware.
I see some bugs were addressed in the firmware update. I ended up updating to the latest firmware, but nothing changed.

When I go to https://www.freephoneline.ca/showSipSettings I am able to see my status as connected:

b) Login to your ATA. Navigate to the "Status" tab.
What does "Hook" and "Registration" indicate when the problem occurs?
Hook says "On Hook" and Registration says "Registered"

c) Also, are you able to ping 208.85.218.146 and 208.85.218.147 when the problem occurs?
Download winmtr (if you have a PC): https://sourceforge.net/projects/winmtr/
Test to both IPs about 200 times.

Then select the "copy text to clipboard" button. Then paste that info here. Delete the (first) hop that shows your real WAN IP address before posting.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| testwifi.here - 0 | 448 | 448 | 1 | 3 | 345 | 2 |
| 192.168.0.1 - 7 | 354 | 330 | 5 | 21 | 292 | 22 |
| xxx.xxx.xxx.xxx 5 | 381 | 364 | 7 | 21 | 327 | 19 |
| 24.156.158.165 - 0 | 448 | 448 | 7 | 21 | 380 | 17 |
|0-4-0-5-cgw01.wlfdle.rmgt.net.rogers.com - 0 | 448 | 448 | 12 | 22 | 365 | 18 |
| 209.148.233.38 - 0 | 448 | 448 | 9 | 23 | 370 | 21 |
| No response from host - 100 | 90 | 0 | 0 | 0 | 0 | 0 |
| 38.142.60.34 - 0 | 448 | 448 | 12 | 24 | 387 | 25 |
| ip-50.50.99.216.dsl-cust.ca.inter.net - 14 | 290 | 251 | 15 | 99 | 3256 | 3256 |
| ip-3.50.99.216.dsl-cust.ca.inter.net - 14 | 292 | 254 | 20 | 87 | 4132 | 4132 |
| mail.alarmcast.ca - 0 | 448 | 448 | 13 | 24 | 369 | 24 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| testwifi.here - 0 | 214 | 214 | 1 | 2 | 10 | 2 |
| 192.168.0.1 - 6 | 174 | 164 | 4 | 19 | 62 | 15 |
| xxx.xxx.xxx.xxx - 6 | 178 | 169 | 8 | 19 | 38 | 20 |
| 24.156.158.161 - 0 | 214 | 214 | 9 | 20 | 39 | 17 |
|0-5-0-9-cgw01.mtnk.asr9k.rmgt.net.rogers.com - 0 | 214 | 214 | 9 | 20 | 42 | 14 |
| 209.148.233.46 - 0 | 214 | 214 | 12 | 20 | 48 | 17 |
| No response from host - 100 | 43 | 0 | 0 | 0 | 0 | 0 |
| 38.142.60.34 - 0 | 214 | 214 | 11 | 22 | 43 | 16 |
| ip-50.50.99.216.dsl-cust.ca.inter.net - 0 | 213 | 213 | 21 | 64 | 1985 | 67 |
| ip-3.50.99.216.dsl-cust.ca.inter.net - 0 | 214 | 214 | 22 | 53 | 1487 | 46 |
| 208.85.218.147 - 0 | 214 | 214 | 13 | 22 | 41 | 15 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

When someone tries to call me they hear a dial tone but my phone does not ring.

They hear ringing on their end, you mean, right? Yes, correct

That's pretty weird. Their outgoing call to you isn't even picked up by FPL's voicemail system?
FPL definitely doesn't want that. Fibernetics, FPL's parent company, generates revenue from incoming phone calls or termination fees to its network.
The incoming calls need to be answered in some manner (by its voicemail system or you answering the call) in order for that to happen.
If I let it ring until it went to voicemail then it shows up on the log, but if i hang up after 4-5 rings it does not


d) Do you have "Follow Me" enabled? Login at https://www.freephoneline.ca/followMeSettings
While troubleshooting, disable Follow Me.
Follow me was enabled, I disabled it but no change occured

e) Did they let the call ring long enough for the call to be picked up by FPL's voicemail system?
Login at https://www.freephoneline.ca/voicemailSettings. Check "Rings before voicemail" I let it ring until it goes to voicemail, 5 rings

None of the calls are registered in the logs on freephoneline.ca

FPL call logs do not list incoming calls that have not been answered in some manner (FPL's voicemail system being triggered counts as the call being answered). So, if an incoming call rings twice and no one picks up (including FPL's voicemail system) before the caller hangs up, the call will not be listed in FPL's call logs. The same holds true for outgoing calls as well. If the call isn't answered, it won't be listed in FPL's call logs. In this case, I can't even tell if the calls reached FPL in your situation.

f) Pick up phone. Dial *31
It is in static ip mode, no issues there

g) Reboot (power cycle) the Hitron modem/router combo. Wait for it to be fully up and running. Afterwards, reboot the ATA (always reboot it last). Now do incoming calls work? Nope

If winmtr results seem normal and if the problem persists after rebooting devices in that order, submit a ticket: https://support.fongo.com/hc/en-us/requests/new.
Choose "my account inquiry" for the final issue type.
Ask for a "forced registration" and to have your account checked.

[kozak99]

Quick update, I did another restart after the firmware upgrade and looks like incoming and outgoing calls are back. Thank you for your help.

[Liptonbrisk]

It was disabled by default

Odd. On at least 5 people's CODA-4582Us that I've looked at last year, SIP ALG was enabled by default, and I had to disable it for them.

If I let it ring until it went to voicemail then it shows up on the log, but if i hang up after 4-5 rings it does not

That's normal. I wish the call logs showed everything, including calls that aren't answered in some manner.

the "copy text to clipboard" button. Then paste that info here. Delete the (first) hop that shows your real WAN IP address before posting.

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| testwifi.here - 0 | 448 | 448 | 1 | 3 | 345 | 2 |
| 192.168.0.1 - 7 | 354 | 330 | 5 | 21 | 292 | 22 |
| xxx.xxx.xxx.xxx 5 | 381 | 364 | 7 | 21 | 327 | 19 |
| 24.156.158.165 - 0 | 448 | 448 | 7 | 21 | 380 | 17 |
|0-4-0-5-cgw01.wlfdle.rmgt.net.rogers.com - 0 | 448 | 448 | 12 | 22 | 365 | 18 |
| 209.148.233.38 - 0 | 448 | 448 | 9 | 23 | 370 | 21 |
| No response from host - 100 | 90 | 0 | 0 | 0 | 0 | 0 |
| 38.142.60.34 - 0 | 448 | 448 | 12 | 24 | 387 | 25 |
| ip-50.50.99.216.dsl-cust.ca.inter.net - 14 | 290 | 251 | 15 | 99 | 3256 | 3256 |
| ip-3.50.99.216.dsl-cust.ca.inter.net - 14 | 292 | 254 | 20 | 87 | 4132 | 4132 |
| mail.alarmcast.ca - 0 | 448 | 448 | 13 | 24 | 369 | 24 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

You're getting 7% packet loss early along the path, which is not good:

192.168.0.1 - 7%

And then you're getting 5% packet loss at the next hop:
xxx.xxx.xxx.xxx 5

But you appear to be testing via wifi as opposed to an ethernet cable connection. Try using winmtr using a PC connected to your Hitron gateway using an ethernet cable.
Doing that would mimic what's happening with your Grandstream ATA better, since it's connected via ethernet cable as well.

| 192.168.0.1 - 6 | 174 | 164 | 4 | 19 | 62 | 15 |
| xxx.xxx.xxx.xxx - 6 | 178 | 169 | 8 | 19 | 38 | 20

That shouldn't be happening. If that also happens when using ethernet cable to PC, I would get that looked into. Give Rogers a call. Ask them to run a packet loss test to your modem, check for noise in your area, and check your modem's signal levels.

It is in static ip mode, no issues there

*31 is to disable outbound caller ID blocking and has nothing to do with static IPs: http://www.grandstream.com/sites/defaul ... nglish.pdf (page 26)


For some reason, using *67 or anonymous outbound calls for Linksys/Cisco users causes outbound call issues with FPL. They get fasy busy, or sometimes the call disconnects around the 15 minute mark, which is when a Re-Invite occurs. I'm not sure if the problem also applies to Grandstream ATA users, so I wanted you to dial *31 just in case. I can't reproduce the issue on Obihai devices.

Sometimes people accidentally dial *67, or for Grandstream users as well, *30, which tries to block CID on all outbound calls.

I did another restart after the firmware upgrade and looks like incoming and outgoing calls are back

You may be dealing with packet loss (ISP issue), which doesn't help. If packet loss becomes bad enough, calls won't work.

I would guess NAT corruption developed between the router and the ATA, which was helped by rebooting since local sip port is set to random, or (less likely) there's something in the updated ATA firmware that helped.
Regardless, I'm glad calls are working for you now.

Thank you for your help.

You’re welcome! Enjoy the rest of your weekend!