[Resolved] Switched ISP and account now blocked

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[Resolved] Switched ISP and account now blocked

Postby Natalie » 11/21/2021

I had recently switched my mother's ISP from Fido to Oxio (similar to Teksavvy). Her phone didn't connect and I just got around to playing around with the settings.

Oxio provided her with a modem/router bundle.
The modem is Hintron CODA-45
The router is an eero 6. Software OS 6.5.1.

I've reached out to Oxio to see if they can assist with disabling SIP ALG but haven't heard from there. I've tried entering 192.168. 0.1 but it's not loading for me.

I reset the ATA (Grandstream HT701) and redid all the settings and tried the voip4.freephoneline.ca:6060 proxy server but it doesn't seem to work.

I tried calling out and got a message that the account is blocked. I tried following these instruction (https://support.freephoneline.ca/hc/en- ... is-Blocked) but the store in my account doesn't have the option to buy a VoIP unlock key. I've sent out a ticket to Fongo to determine if the account is blocked or not, though I'm not sure if this is protocol or not.

My mom has had HT701 ATA for about 5-6 years now. Could there be an easier set up?

Appreciate any help provided.

Natalie
Natalie
Just Passing Thru
 
Posts: 9
Joined: 08/13/2015
SIP Device Name: GrandStream HT 701
Firmware Version: 1.0.8.2
ISP Name: Oxio
Computer OS: Windows 10
Router: Eero 6

Re: Switched ISP and account now blocked

Postby Liptonbrisk » 11/21/2021

Natalie wrote:
but the store in my account doesn't have the option to buy a VoIP unlock key.


The option wouldn't exist since your mother has already purchased a VoIP unlock key, presumably. Otherwise Freephoneline should have never worked for her on an ATA.
Purchased VoIP unlock keys are valid for as long as they are used and do not expire. It's impossible to buy two on an account.


I've sent out a ticket to Fongo to determine if the account is blocked or not, though I'm not sure if this is protocol or not.


It is. The message is being generated by Freephoneline. They are the only ones who can fix the issue. Choose "my account inquiry" for the final issue type when submitting a ticket for this issue.

https://support.freephoneline.ca/hc/en- ... is-Blocked
"Sometime we make mistakes; if your account is blocked and you have previously purchased a Voip Unlock Key, please submit a support request with your proof of purchase."

Here is the complaint escalation process: https://support.fongo.com/hc/en-us/arti ... -Complaint.
Also note that Fongo support staff is slow to respond to tickets at this time: https://status.fongo.com/ (check status of "Support System").


Login at https://www.freephoneline.ca/showSipSettings.
SIP Status should indicate "connected", and SIP User Agent should reflect a device you recognize.
One thing to check is that you haven't accidentally added extra spaces for the SIP username or Password in the ATA (or perhaps you've mistakenly entered in the credentials for someone else's account due to a typo).
I would manually type in SIP Username and Password while being careful to avoid extraneous spaces (often produced from copying extra spaces and then pasting them).
If SIP credentials were entered correctly, until the account is unblocked, I doubt troubleshooting is worthwhile.
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: 2135
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin

Re: Switched ISP and account now blocked

Postby Natalie » 12/05/2021

Thanks Liptonbrisk. It's working now.

Looks like the account number was spoofed. I'm looking at the call logs and they're to Oregon, Kentucky, Serbia and Spain right after she switched to oxio and nothing was done to change it over, about $23 were wasted on those spoofs. Grr.
Natalie
Just Passing Thru
 
Posts: 9
Joined: 08/13/2015
SIP Device Name: GrandStream HT 701
Firmware Version: 1.0.8.2
ISP Name: Oxio
Computer OS: Windows 10
Router: Eero 6

Re: Switched ISP and account now blocked

Postby Liptonbrisk » 12/05/2021

1. Login in at https://www.freephoneline.ca/updatePasswordDetails.
Change the current account password to something complex.

2. In your Fongo Support ticket, request that the "SIP Password", shown at https://www.freephoneline.ca/showSipSettings, be changed (you will have to, in turn, change the "Authenticate Password" in the ATA after support staff changes the SIP Password for you).

3. Dial *73 from the phone attached to the ATA to disable Unconditional Call Forward (just in case).

4. The latest Grandstream firmware version for the HT-701 is 1.0.10.3: https://firmware.grandstream.com/Releas ... 0.10.3.zip.
All Grandstream ATA firmware can be found at http://www.grandstream.com/support/firmware.
I haven't checked this particular ATA firmware version for significant changes, but sometimes, in rare cases, a firmware update might address a potential security issue.
I will not be held responsible for failed firmware updates.

5. Do not use DMZ or port forward in any router being used unless you have no other choice.
Port forwarding is a security issue, and using DMZ is even worse.

6. I can imagine that losing $23 is frustrating. I don't know what Fongo's policy is when credits are lost due to an account being hacked (I don't work for them) or by having SIP Username and SIP Password stolen, but maybe they'd be willing to give some credits back if you ask. I have no clue what they'll say, but I don't think it hurts to ask.

I'm glad the account is working again.
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: 2135
Joined: 04/26/2010
SIP Device Name: OBi202
Firmware Version: 3.2.2 (Build:8680EX)
ISP Name: Cable
Computer OS: Windows 10 x64 Pro
Router: Asuswrt-Merlin


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