If your FPL account has been blocked, suspended, or deleted

Have a question or problem with your Fongo application? This forum is the place to get help from both staff and fellow community members.
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If your FPL account has been blocked, suspended, or deleted

Post by Liptonbrisk »

1. Don't use voip3.freephoneline.ca. Freephoneline requirements are located at https://support.freephoneline.ca/hc/en- ... redentials. Read them. Only use the servers listed at that site. Using voip3.freephoneline.ca will lead to your account being blocked automatically. When that occurs, the block can only be lifted by Fongo support staff, which will require you to submit a ticket and wait a week (or, potentially, longer) for a response.

2. Use a 3600 second registration interval.

3. Don't make 911 calls for testing purposes only. Call 911 if you have a real emergency instead.

4. Don't commit fraud or use unauthorized SIP credentials.

5. Has your VoIP unlock key account been dormant for 4 years or more? Visit https://support.freephoneline.ca/hc/en- ... unt-policy.

Visit https://support.freephoneline.ca/hc/en- ... is-Blocked


Visit https://support.freephoneline.ca/hc/en- ... nt-deleted

Registration timers are important. Freephoneline registration timer rule enforcement was more lenient before. If you ignore the rules, you may not be able to register.
The policy for the 3600 second registration interval setting has been published for over a decade (since VoIP unlock keys came into existence).
Enforcement of the registration interval is relatively new.

"Register Expires: 3600" (seconds) has always been shown for VoIP unlock key users after logging in at https://www.freephoneline.ca/showSipSettings. Guides located at viewforum.php?f=15 show a 3600 second or 60 minute registration interval is used.

It's also important to not test 911 calls just to see if they work: viewtopic.php?f=8&t=20529.

If your Freephoneline account is suspended or deleted, posting about it here isn't going to resolve your issue. Support staff is not obliged to respond on these user-to-user support forums.
Volunteer moderators do not work for Fongo. We don't have access to your Freephoneline account information. Private messaging volunteer moderators isn't going to solve your issue.

You will need to submit a ticket to have your situation reviewed: https://support.fongo.com/hc/requests/new.
Choose "My Account Inquiry" for the final issue type.
If you hear, "My Account is Blocked", then choose "Freephoneline-->My Account is Blocked" for the final issue type.

You can check your ticket status by logging in at https://support.fongo.com/hc/requests. That's an account for tickets (zendesk) only and is completely separate from your Freephoneline account. Use the same email address that you use to submit tickets. Do not use the same password as your Freephoneline account. Again, Zendesk support accounts and Freephoneline accounts are separate.

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week.
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 http://forum.fongo.com/viewforum.php?f=15.