Please visit https://status.fongo.com/ to ensure there are no reported issues.
- Always disable Follow Me while testing for problems related to incoming calls.
- If your ATA, IP Phone, or SIP app is connected to the internet using a third party VPN service, disable the VPN and test calls again if you're experiencing a problem.
- When you login your FPL (website) account online and see "Your SIP Settings", those recommended settings listed under that heading, unless you've manually entered them, don't reflect the settings presently entered in your ATA, IP Phone, or SIP app. Everyone sees the same settings, except SIP username and SIP password.
Hi,
If you require troubleshooting assistance, please provide the following information in your post:
1) the brand and model of the modem provided by or used with your ISP,
a) If you're using a modem/router combo, gateway, or hub issued by your ISP (and are NOT using your own additional separate router), contact your ISP to ask for assistance for disabling SIP ALG in the modem/router combo, gateway, or hub. Disable SIP ALG.
Here are examples for disabling SIP ALG in gateways:
i) Hitron CGN3ACSMR and CODA-4582 series gateway modem/router combo from Rogers (and possibly other ISPs)
Open your 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.
ii) HItron CODA--4680 (possibly from Fizz and other ISPs)
Login at192.168.0.1.
Navigate to Basic Settings -->Gateway Function tab
Disable SIP ALG
Save Changes.
iii) Arris XB6 from Rogers
Open your web browser, and login at 10.0.0.1
Navigate to Advanced-->Options.
Uncheck the SIP box.
Click "Apply".
iv) SageMcom F@st3896 V2 from Cogeco
Open your web browser, and login at 192.168.0.1
Default username is "admin"
Password is located on the sticker on the back of the gateway.
Navigate to Access Control-->Advanced Options.
Turn off SIP ALG.
Click "Apply".
Be careful not to reset the F@st3896 gateway. Otherwise, SIP ALG will turn back on.
v) Technicolor XB7 from Rogers
Note that here isn't an option to disable SIP ALG in a (Technicolor CGM4331COM) XB7 (Gen 2) gateway with this Rogers firmware version:
eMTA & DOCSIS Software Version: Prod_21.1_d31 & Prod_21.1
Software Image Name: CGM4331COM_5.2p12s1_PROD_sey
According to a tier 2 rep at Rogers, SIP ALG is enabled by default in XB7 with no way to disable it.
I'm not sure whether that representative is correct (the part about SIP ALG being enabled). However, the response from Rogers seems to coincide with what's happening in Xfinity/Comcast XB7's in the U.S.: https://forums.xfinity.com/conversation ... 66f45f8df1. If you are experiencing issues with a Rogers XB7, try voip4.freephoneline.ca:6060 along with a high, random local SIP Port (X_UserAgentPort should be a random port number between 30000 and 60000 with Obihai ATAs and Obihai IP Phones, and SIP Port, found by navigating to Voice-->whatever Line you're using for FPL-->SIP settings, should be a random number between 30000 and 60000 when using a Linksys/Cisco ATA).
vi) XB8 (Gen 3) has just been released from Rogers
I have no information yet concerning whether SIP ALG can be disabled in the XB8.
A tier 2 rep mentioned that Rogers is moving towards locking out administration setting changes for users, so it's doubtful that SIP ALG can be disabled in the XB8, but we'll have to wait to confirm.
His reasoning is that if you can't disable SIP ALG in XB7, it's unlikely XB8 will offer the capacity to disable SIP ALG either.
vi) Nettis 4422 modem from Carry Telecom
Q : DSL - My VoIP phone does not work with Netis 4422 modem.
A: Please download the newest Netis firmware file, and update the firmware file netis1228.img for your modem. The new firmware has been tested and working
with most of Voip phone providers
b) If you are also using your own separate router in addition to the one supplied by your ISP, then you should be enabling bridge mode instead in the modem/router combo, gateway, or hub issued by your ISP.
For Bell Hubs, visit http://forums.redflagdeals.com/please-s ... r-1993629/. For Bell and Virgin Hubs, I find it's often simpler to perform PPPoE login in your own router (this is PPPoE Passthrough) and disable Wi-Fi in the hub. You will need the PPPoE Username and Password from Bell or Virgin.
For Rogers, visit https://www.rogers.com/customer/support ... ridgemodem.
Shaw users will have to call Shaw to enable bridge mode at the time of this post.
For Telus Wi-Fi Hubs, put LAN port 1 on the Hub in bridge mode. Then connect your router to LAN port 1.
Alternatively, contact Telus and ask them how to enable bridge mode.
c) Afterwards, disable SIP ALG in your own separate router if you own one. Here is an example: https://kb.netgear.com/30796/How-do-I-d ... -interface.
When using official Asus router firmware, SIP ALG is called SIP Passthrough (Navigate to Advanced Settings–>WAN–>NAT Passthrough). Disable SIP Passthrough.
In Asuswrt-Merlin, the ALG is "+NAT Helper". Just make sure SIP Passthrough in Merlin does not show "+NAT Helper". I've tested "Enabled" for SIP Passthrough in Asuswrt-Merlin without any problems.
2) the brand and model of your router and firmware version used,
a) Make sure whatever modem/router combo, gateway, or hub your ISP gave you is in bridge mode if (and only if) you are using your own separate router as well. Call/contact your ISP if you have to.
For Bell Hubs, visit http://forums.redflagdeals.com/please-s ... r-1993629/. For Bell and Virgin Hubs, I find it's often simpler to perform PPPoE login in your own router (this is PPPoE Passthrough) and disable Wi-Fi in the hub. You will need the PPPoE Username and Password from Bell or Virgin. For Rogers, visit https://www.rogers.com/customer/support ... ridgemodem. Shaw users will have to call Shaw to enable bridge mode at the time of this post.
b) If you are also using your own separate router in addition to the one supplied by your ISP, then disable SIP ALG in your own router. Here is an example:
https://www.obitalk.com/info/faq/sip-alg/disable-alg.
i) Asus routers
- When using official Asus router firmware, SIP ALG is called SIP Passthrough (Navigate to Advanced Settings–>WAN–>NAT Passthrough). Disable SIP Passthrough.
- When using Asuswrt-Merlin firmware, the ALG is "+NAT Helper". Just make sure SIP Passthrough in Merlin does not show "+NAT Helper". I use "Enabled" for SIP Passthrough in Asuswrt-Merlin without any problems.
- For Asus router users, login to your router’s web UI. Navigate to Advanced Settings–>Administration–>System (tab)–>Basic Config–>
Change “Enable WAN down browser redirect notice” to "No".
Click “Apply”. That fixes potential problems with a SIP device (ATA, IP Phone) attempting to register with 10.0.0.1
when it's booted before the modem is fully up and running first (after a power outage, for example).
- A number of people have been trying to eliminate Bell Hubs from their setups completely by removing
the module inside it and using a TP-LINK MC220L or something else. At the time of this post being
written, NAT acceleration must be disabled in this setup in order for SIP services, including
Freephoneline, to work properly. In your router, navigate to Advanced Settings-->LAN-->Switch
Control-->NAT Acceleration. Select "disable." Click "apply."Then reboot your modem, router (wait for
Wi-Fi SSIDs to populate first before rebooting ATA), and your ATA or IP Phone, in that order.
If you do require NAT Acceleration to be enabled, don’t use VLAN with Asus routers.
ii) Ubiquiti routers
If you're an Ubiquiti router user, disable jumbo frames.
3) the brand and model of your ATA, IP Phone, or smartphone (if you're using a SIP app or Freephoneline's desktop app, specify the name of the app and version) and firmware version used,
4) the proxy server your ATA or IP Phone is using (for example, voip.freephoneline.ca, voip2.freephoneline.ca, or voip4.freephoneline.ca:6060),
5) the registration status in your ATA or IP Phone and also "SIP status" after logging in at https://www.freephoneline.ca/showSipSettings
Please note that if "SIP User Agent" reflects a different device than the one you're using, someone else is likely using your Freephoneline VoIP unlock key.
Only one registration is permitted at any time per Freephoneline VoIP unlock key. Registration is a requirement for incoming calls but not for outgoing calls.
6) If applicable, please also login at https://www.freephoneline.ca/callLogs and provide the date and time of the failed call and, especially, the "Disconnect reason".
Check and confirm that the "To" and "From" fields represent numbers you expect.
7) Similarly (with respect to #6), if your ATA or IP Phone has call logs, please check your call log history to see whether any useful information, such as a 3 digit SIP error code is listed.
If so, please provide that information.
8) If you heard an error message, especially a 3 digit SIP error code, please provide it.
9) This is always proper device reboot order:
A.Turn off modem, router and ATA (or IP Phone or close SIP App).
B. Turn on modem. Wait for modem to be fully up and running.
C.Turn on router.
Wait for modem to be fully up and transmitting data before turning on router.
D. Turn on ATA (or IP Phone or open SIP app) only after the router is fully up and running.
The SIP device (ATA, IP Phone, or SIP app) should be the last device powered on in the device chain.
The first 3 pieces of information requested are often important.
Thank you