World credit calls cut after 20 min

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World credit calls cut after 20 min

Postby fredom23 » 02/27/2022

I have a new issue with my Freephoneline.ca account. When calling locally everything works fine but when I call internationally All calls cut in random intervals. Some calls last for 20 minutes and some last longer but eventually all calls suddenly drop. Ive tried everything I can think off but the problem seems to persist. Is there anyone who can shed some light on it and provide some help?. Only international calls do this and all local calls work fine. My internet connection is 120 megs download on fiber unlimited with 2ms ping. I know its not the internet speed because everything else works fine. Please help.

Another issue I have is with the auto charge option because I can't seem to be able to disable it. Every time I try to disable it, it reverts back to enabled. Any suggestions?
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Re: World credit calls cut after 20 min

Postby Liptonbrisk » 02/27/2022

fredom23 wrote:I have a new issue with my Freephoneline.ca account. When calling locally everything works fine but when I call internationally All calls cut in random intervals. Some calls last for 20 minutes and some last longer but eventually all calls suddenly drop.


1) Login in at https://www.freephoneline.ca/doGetCallLogs. Select the current month. Click "submit".

What is the "disconnect reason" shown for these calls?

2) Do you have sufficient World Credits on your account to continue the call? Login at https://www.freephoneline.ca/accountInfo. Check your account balance.

https://support.freephoneline.ca/hc/en- ... Auto-Renew
"Please note that call costing happens per minute and auto-renew is not immediate so auto-renew does not top up your balance while on a call. Your call will end if your World Credit balance has insufficient funds. Also, auto renew is currently a nightly process so you will see the auto renew amount applied to your account the next day."

Long distance rates are listed at https://account.fongo.com/calling/long-distance/ (however, the U.S. is not free for FPL users, unlike for Fongo Home Phone users)


3) This issue isn't something I'm going to try to replicate since I'd have to buy/waste my own World Credits.
The only option I can suggest is seeing if you can replicate this issue using Fongo Mobile, and if you can, open a ticket as a Fongo Mobile customer: https://support.fongo.com/hc/en-us/requests/new.

Alternatively, you can try opening a ticket as a Freephoneline customer, but if they feel the issue is on your end, the ticket will be automatically closed. There's no free technical support available for FPL.
There is for Fongo Mobile.

If you can't reproduce the issue while using Fongo Mobile while connected to cellular data (not Wi-Fi), then that suggests the problem is on your LAN.
If you can reproduce the problem while using cellular data, then that suggests there's a bug or issue that needs to be reported. Definitely submit a ticket in that case.



4 ) If you do have enough World Credits, my guess would be the issue being either due to a lack of registration in your ATA (test with an incoming call) or a SIP ALG issue in your router. There's a RE-INVITE that occurs at the 15 minute mark, and if there's no ACK (acknowledgement) received, the call will drop. However, it doesn't make sense that all local calls work fine if the problem is due to the Re-INVITE. If you want to pursue this possibility (albeit, unlikely) further, then I need the information requested from viewtopic.php?f=8&t=20199.

I know its not the internet speed


The problem has nothing to do with internet speed.The G.711u audio codec, which is the equivalent of POTS (Plain Old Telephone Service), requires approximately 88 kbps in each direction with IP overhead. Figure 120 kilobits per second each way to be safe.

However, it could be a (lack of) QoS issue. Refer to point C from viewtopic.php?f=8&t=20199#p78976
Also, jitter can be a significant issue, and if you're getting large enough ping spikes to the server being used, calls can drop. Refer to the choppy audio sections on pages 42 and 43 from this PDF guide, located at the bottom of the first post in this thread: viewtopic.php?f=15&t=18805.

Regardless, if you've determined local calls never fail, then I doubt anything I've stated after "4)" is the cause.

Another issue I have is with the auto charge option because I can't seem to be able to disable it. Every time I try to disable it, it reverts back to enabled. Any suggestions?


Try another web browser. I suspect selecting "disabled" isn't sufficient. You probably have to save settings somehow afterwards (I'm not going to tell you to click the "buy" button afterwards and be blamed for a purchase, but there's no way that selecting "disabled" alone is sufficient). Submit a ticket if nothing works: https://support.fongo.com/hc/en-us/requests/new.
Choose "World Credits Inquiry" for the 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.
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