[SOLVED] Account is blocked after multiple 911 calls

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[SOLVED] Account is blocked after multiple 911 calls

Postby jpstoppa » 02/13/2023

Have FPL with VOIP unlock key and ported my number. Has been working fine since 2013 September. Since January 20th my account has been blocked.

Sent a support request via the online form but I always get redirected to the community forum.

Not sure how to get my account unblocked. I'm using a Cisco SPA122 ara. My brother in law has the exact same setup and is also using FPL with a VOIP unlock key with no issues. We swapped ATAs and redid the configs. My number is still blocked and his works.

How can I get my account unblocked?

Thank you.


EDIT: Account was indeed blocked due to multiple 911 calls. Has now been resolved.

Than you
jpstoppa
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Re: Account is blocked

Postby Liptonbrisk » 02/13/2023

jpstoppa wrote: Since January 20th my account has been blocked.



1) Please define "blocked". What do you mean by "blocked"?

Does your ATA not register?

Do you hear an error message? https://support.freephoneline.ca/hc/en- ... is-Blocked

Are incoming calls not appearing in FPL’s call log?

What happens exactly?



2) How did you determine your account is "blocked"?


Please 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 (despite what the ATA's registration status indicates, since 3600 seconds is a long time to update registration status), and incoming calls will not work on it. Registration is required for incoming calls but not for outgoing calls.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, with another device, or, in this case with an additional Line on your ATA). This is also important to consider if you're using Freephoneline's desktop application (don't have it running while using your ATA with the same FPL account). Additionally, keep in mind that if someone else is also attempting to register the same SIP credentials on another device where you live, too many registration attempts with a short interval can result in a temporary IP ban. If you ever see a SIP user agent that you don't recognize after logging in at the above link, someone else is using your credentials (possibly, you've been hacked in that scenario).

If you've been temporarily IP banned, you can try a different proxy server (voip.freephoneline.ca, voip2.freephoneline.ca, or voip4.freephoneline.ca:6060).


If you're account has been deleted, visit https://support.freephoneline.ca/hc/en- ... t-deleted-.


We swapped ATAs and redid the configs. My number is still blocked and his works.


Unless you're testing both ATAs on the same LAN that doesn't necessarily mean anything, but I have no idea what you mean by "blocked".

All he should have to do is replace his FPL SIP username and password with yours in his ATA (after testing, revert back).


Sent a support request via the online form but I always get redirected to the community forum.


That's an automated response.

Choose "My Account Inquiry" for the final issue type.

You can check your ticket status by logging in at https://support.fongo.com/hc/en-us/requests.

Ticket response time can be delayed for a week.

https://status.fongo.com/

"Support System
Status of support.fongo.com (replying to support requests)
Degraded Performance"

If your account has been suspended or deleted, there's nothing forum members can do. Volunteer moderators don't work for Fongo, and support staff is not obligated to respond on the forums.
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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Liptonbrisk
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Re: [SOLVED] Account is blocked

Postby Liptonbrisk » 02/14/2023

jpstoppa wrote:H Account was indeed blocked due to multiple 911 calls. Has now been resolved.



That's new, insofar as I've never heard of that happening before due to 911 calls, which I have made. How many 911 calls triggered the problem? Maybe I'll ask someone.

Out of curiosity, did you hear a message stating your account is blocked? https://support.freephoneline.ca/hc/en- ... is-Blocked


Thanks for updating.
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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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: [SOLVED] Account is blocked after multiple 911 calls

Postby Liptonbrisk » 02/14/2023

Okay, after inquiring I'm now aware of what the policy is.

Fongo/Freephoneline loses a significant amount of money each time someone calls 911 (Northern 911).

Please (this is directed towards all readers and not anyone specifically) don't abuse Freephoneline or Fongo by making test 911 calls. Thank you

If you want to test whether outbound caller ID works, try the 416 or 250 number listed at http://thetestcall.blogspot.com/ instead. Choose option 7.

If you want to see whether n11 calling works (where n is digit from 2 to 9), trying calling 611 instead (you'll reach Fongo). If your dialplan supports 3 digit calling properly (including 911), then 911 should work as well.
https://support.fongo.com/hc/en-us/arti ... 1-911-etc-


Do not make test 911 calls. You risk having your FPL account suspended..

Lastly, login at https://www.freephoneline.ca/update911Info, and ensure your information is up to date. If you move, you need to update the information that's listed. Thank you.
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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