Phone stop working

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Phone stop working

Postby nikho » 05/20/2021

Hello,
I paid to transfer my phone and then I paid for the VOIP/Unlock. I installed an ATA and everything was working for a couple of days. It stop working suddenly. I did tonnes of test but I cannot make it works. I decide to test it directly for the desktop application. Again same result the phone number is not working. The message when calling is something like this : "The member you have dialed is not in used".

I really believe the phone is lock somewhere. Someone have an idea? Could it be my old provider that could have lock it? How can I debug it?

Thank you,
Nicholas
nikho
Just Passing Thru
 
Posts: 2
Joined: 05/20/2021
SIP Device Name: GrandStream
Computer OS: Windows 10

Re: Phone stop working

Postby Liptonbrisk » 05/21/2021

When porting takes place, routing updates need to occur. Some carriers take awhile to fully update routes, and random issues, such as what you're experiencing, can occur.

Porting notifications go to NPAC (Number Portability Administration Centre) and once activated, the porting changes get broadcasted to CLECs (Competitive Local Exchange Carrier, such as Fibernetics), or, at least, that's my understanding. The updates are supposed to happen automatically, but for whatever reason, Fibernetics' (parent company of Freephoneline) interval for updates seems to be a bit slower than with some other companies. I find these types of issues typically resolve within 24 to 48 hrs.

Note that your SIP username will change once porting is completed. Login at https://www.freephoneline.ca/showSipSettings to check your SIP Username. It will need to be updated in your ATA once porting is completed.

If the problem persists, submit a ticket to https://support.fongo.com/hc/en-us/requests/new. Choose Freephoneline (Home Phone/Unlock Key)-->Port-In inquiry for the final issue type.
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.
User avatar
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: Phone stop working

Postby nikho » 05/21/2021

hi Liptonbrisk, It been more then 48 hours. I try re-entering SIP username but it's not the issue because it's not working with the desktop app where I don't enter the SIP username. I opened a ticket where you said and hope they will answer. Thank you
nikho
Just Passing Thru
 
Posts: 2
Joined: 05/20/2021
SIP Device Name: GrandStream
Computer OS: Windows 10

Re: Phone stop working

Postby Liptonbrisk » 05/21/2021

nikho wrote: I try re-entering SIP username but it's not the issue because it's not working with the desktop app


Yes, I meant after porting has been completed.

I opened a ticket where you said and hope they will answer.


Responses are delayed due to the pandemic.
https://status.fongo.com/

I'm uncertain whether it's worth trying to troubleshoot your issue if your SIP Username is in the process of being changed due to porting.
Have you received an email stating porting has been completed? Check your email spam folder.
Your original Freephoneline number will be replaced by the number you're porting into Freephoneline, and you will lose access to your original Freephoneline number.

If porting hasn’t been completed, there may not be much point in troubleshooting
Personally, I would stop reading here and hope for an eventual response to your ticket.

----
But if you do want to troubleshoot, answer the following questions, and follow the steps in order listed:

1) What brand and model modem are you using?
If you're using a modem/router combo, gateway, or hub issued by your ISP, contact your ISP to ask for assistance for disabling SIP ALG.

2) What brand and model router are you using?
a) Make sure whatever modem/router combo, gateway, or hub your ISP gave you is in bridge mode if you are using your own router. Call/contact your ISP if you have to.

b) Try disabling SIP ALG if you're using own router:
https://www.obitalk.com/info/faq/sip-alg/disable-alg.

To understand why SIP ALG often causes horrible problems, please visit
https://www.voip-info.org/routers-sip-alg/ (scroll down to the section on SIP ALG problems).

3) What brand and model ATA are you using?
Your profile lists Grandstream for the brand.
I suggest following the settings listed in this guide as much as possible: https://forum.fongo.com/viewtopic.php?f=15&t=18839
Obviously, only use the firmware for your own specific ATA model. Grandstream ATA firmware is located at http://www.grandstream.com/support/firmware.

4) Use voip4.freephoneline.ca:6060 for Primary SIP server


Note that only one registration per FPL account is allowed at any time. When there are multiple devices/softphones using the same account, only the most recent registration is valid. The previous device will lose registration, and, consequently, incoming calls will not work on it. This is especially important to consider if someone else is using your SIP credentials (username and password) that are found after logging in at https://www.freephoneline.ca/showSipSettings or if you're trying to register your FPL account with a smartphone SIP app, the FPL desktop application, or with another device. Registration is required for incoming calls. It is not required for outgoing calls. A more significant concern, though, is that multiple registration attempts can lead to temporary IP bans. The more devices being used can make the temporary ban happen more quickly. Note that each time you reboot or restart your ATA or FPL desktop application, it's attempting to register with Freephoneline again. Multiple registration attempts within a short period can result in a temporary IP ban. Each time you reboot your ATA it's attempting to register with FPL's proxy server.

Do not test the ATA while the FPL desktop app is running and vice versa when using both with the same FPL account.
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.
User avatar
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


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