"This account is blocked"

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Re: Ticket Status ?

Postby jenom » 04/17/2023

I just realized, that this is NOT a FreePhoneLine forum, and this topic maybe better there.
Can not delete it and do not want to make a duplicate post .
Could the Moderator please move it to the right forum!
Thanks!
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Re: Ticket Status ?

Postby Jake » 04/17/2023

I have never used that, but did you create an account on the support site?
It sounds like you tried to use your FPL password which probably won't work, unless you use the same one.

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Re: Ticket Status ?

Postby Liptonbrisk » 04/17/2023

jenom wrote:However, using email from ticket and my Freephoneline password , gets me the reply:


"That's an account for tickets (zendesk) only and is completely separate from your Freephoneline account."

A completely separate account means the zendesk account has nothing to do with your Freephoneline password or anything related to your FPL account. Your FPL and the zendesk support accounts are completely separate and unrelated to each other.

Is this supposed to work or it just for Fongo users ?


Zendesk works for FPL users.
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Re: Ticket Status ?

Postby Liptonbrisk » 04/17/2023

Jake wrote:It sounds like you tried to use your FPL password which probably won't work


Yes

unless you use the same one


Yes. I don't recommend doing that. Choose different passwords for different accounts and sites.

@jenom Click what Jake outlined in the pic.

If you receive a password error afterwards when logging in, select "get a new password".

Use your email address that you used when sending tickets for the username.
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Re: Ticket Status ?

Postby jenom » 04/18/2023

thanks for all the reply, a bit confusing the need create another password for support but it is done, and now I can view ticket status:
16 hours later.....Open
Any idea about their usual response time ?
Thanks!
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Re: Ticket Status ?

Postby Liptonbrisk » 04/18/2023

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.

This escalation procedure is basically the same for Freephoneline: https://support.fongo.com/hc/en-us/arti ... -complaint.
If no one responds to you after a week, filing a complaint with CCTS remains an option: https://www.ccts-cprst.ca/for-consumers ... aint-form/.

Customers don't really know what the average response time is, unless they're constantly submitting tickets.
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Re: "This account is blocked"

Postby jshoup » 04/18/2023

I too have brought several accounts to FPL, some have moved on, some are still around. Unfortunately I was hit with the account blocked sometime in the last few days. This is certainly one way they can accelerate people moving off the FPL platform. Apparently my ATA has been misconfigured for over a decade at 1800 seconds for the registration interval, and rather than send me an email and ask me to update it, they just blocked my number. I'm guessing the enforcement is related to the load on the remaining server(s?) since they are presumably not being replaced as they die.

Now my inbound calls don't go to voicemail, and forwarding doesn't work, so my number is dead until they get around to unblocking it. It's good to note that the "Degraded" status of Support services is not just FPL but Fongo - they keep sending me emails trying to convince me that I should switch because that paid service includes support. If waiting weeks to have somebody do the equivalent of flip a switch counts as support, then I'm out. I'll be getting my account setup later tonight with voip.ms and sending my porting request over as soon as I can. I'll be doing the same for any remaining accounts that I've helped move here too. I understand that keeping me on FPL doesn't make them any money, but I'm not about to pay for a service with support like that. It was good while it lasted, but in the end you get what you pay for.
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Re: "This account is blocked"

Postby Liptonbrisk » 04/18/2023

jshoup wrote:. This is certainly one way they can accelerate people moving off the FPL platform.


The enforced 3600 interval is due to increased system load from not using a 3600 second registration interval: viewtopic.php?f=8&t=20533#p80703.

Auto account blocking will happen from using the wrong proxy server: https://support.freephoneline.ca/hc/en- ... redentials.

Don't use voip3.freephoneline.ca


Apparently my ATA has been misconfigured for over a decade at 1800 seconds for the registration interval, and rather than send me an email and ask me to update it, they just blocked my number.


I believe they feel this notice has been up for years: https://support.freephoneline.ca/hc/en- ... redentials. The 3600 second interval guideline has always been in place. Strict enforcement of it hasn't been. Have you tried changing to 3600 seconds?

An email for existing customers would have been nice, but if your account needs to be manually unblocked by support staff in April, I suspect you've been using the wrong server: https://support.freephoneline.ca/hc/en- ... redentials.

It's good to note that the "Degraded" status of Support services is not just FPL but Fongo - they keep sending me emails trying to convince me that I should switch because that paid service includes support. If waiting weeks to have somebody do the equivalent of flip a switch counts as support, then I'm out.


I'd be lying if similar reasoning hasn't crossed my mind. However, users have had their accounts unblocked a few days after submitting a ticket. I don't believe anyone has needed to wait "weeks" for a response (yet) in order to get an account block lifted, provided "My Account Inquiry" was chosen for the issue type when submitting the ticket.

I'll be getting my account setup later tonight with voip.ms and sending my porting request over as soon as I can. I'll be doing the same for any remaining accounts that I've helped move here too. I understand that keeping me on FPL doesn't make them any money


They do generate a small amount of revenue for incoming calls that reach Fibernetics' network (termination fees). That's the reason why incoming calls are always answered in some manner (either by your SIP device or by FPL's voicemail system).

Regardless, they have your money already from VoIP unlock keys. I don't feel porting out proves much of anything. VoIP.ms, unless something has changed since I last inquired, uses Fibernetics as one of its carriers. That's the same network and CLEC used by Fongo/Freephoneline. So, it's possible that the VoIP portion of some of your calls may not change, even after changing service providers. In that case, you're suddenly paying additional money (for a service that, granted, includes customer support) for per minute fees in USD for outbound calls you already paid for anyway,. You already paid for outbound calling within Canadian provinces when you bought a VoIP unlock key. Fongo already has your money, and you leaving after they have your money, even if you're not going to switch to Fongo Home Phone, probably helps them (I don't know how much money termination fees generate on average per FPL customer, but it's obviously not as much as users paying monthly fees to Fongo Home Phone).

No one is forced to switch to Fongo Home Phone. That is not the motive here. This is: viewtopic.php?f=8&t=20533#p80703.

I did have a conversation with another FPL user about this recently. Basically, I was told, "Oh ho! I'll show them. I'll port out!"
Okay, what are you showing? They already have your money. Other than the loss of a phone number (and offending a customer for life, which is no small matter, in my view), what do they lose? You're now paying more money to make the same calls you already paid for. That's winning? Seems like losing to me. Plus, Fongo's system load decreases when you leave. All they lose is a phone number. Meanwhile, if the other service provider you port into uses Fibernetics anyway, Fibernetics is still getting some money.

I'd rather just get the account block lifted and fix my settings to conform to these requirements: https://support.freephoneline.ca/hc/en- ... redentials.



It was good while it lasted


Freephoneline VoIP unlock keys still exist, still work, and are still being sold (currently, for $119.95+tax). Everything works well for me.


but in the end you get what you pay for.


In my view, you're just paying more money, in addition to what you've already paid, for essentially the same thing (unless you want to do something with the competing service other than make calls outside of Canadian provinces).

“Pay more for what you already paid” isn’t as enticing a slogan as some may be led to believe.
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Re: Ticket Status ?

Postby jenom » 04/19/2023

just checked Ticket status....OPEN
2 days past
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Re: Ticket Status ?

Postby Liptonbrisk » 04/19/2023

If you were expecting an immediate response from Fongo, that's not going to happen.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week.

If no one responds to you after a week, filing a complaint with CCTS remains an option: https://www.ccts-cprst.ca/for-consumers ... aint-form/.
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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This account is blocked ! ---what could get you blocked ?

Postby jenom » 04/19/2023

It seems like that more & more FPL users are having issues in these days with a sudden "This account is blocked" voice message on their phone and probably wondering why is that happened!
Would be nice if at least Fongo would send a 1 week final notice to an account holder email, warning about the problem and the blocking in 7 days if not corrected.......is it too much to ask ?

I suggest to create a list of possible causes for blocking somebody's account and make this list a "STICKY" on this forum......so basically, if you do any of this, you will get blocked !

Here are the few I can think of:

1) Use voip.fongo.com as your registry server address
2) Use sip.fongo.com as your registry server address
3) Set Registration Interval smaller than 3600
4) Set your Registration Expiry smaller than 3600
5) Set your Failed Registration Interval smaller than 120

Is my list correct ? Anything else ?
Thanks!
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Re: This account is blocked ! ---what could get you blocked

Postby Liptonbrisk » 04/19/2023

jenom wrote:
1) Use voip.fongo.com as your registry server address
2) Use sip.fongo.com as your registry server address


None of the recommended, forum configuration guides show that: viewforum.php?f=15.

It's pretty clear what's needed: https://support.freephoneline.ca/hc/en- ... redentials.

3) Set Registration Interval smaller than 3600
4) Set your Registration Expiry smaller than 3600


That's already explained in stickies.
viewtopic.php?f=8&t=20537

viewtopic.php?f=8&t=20533#p80703

Set your Failed Registration Interval smaller than 120


That doesn't lead to an account block. That can lead to a temporary IP ban when registration fails and the ATA attempts to register over and over again.


Anything else ?


Yes
https://support.freephoneline.ca/hc/en- ... is-Blocked
That link is found within viewtopic.php?f=8&t=20537.

Making a bunch of test 911 calls can also cause your account to be blocked.

I believe #4 from https://support.freephoneline.ca/hc/en- ... t-deleted- might also lead to an account block (if the account isn't deleted).

I will not be creating another sticky on this topic. What's there is sufficient. If people don't want to read or follow guidelines, that's their choice.
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Re: "This account is blocked"

Postby jenom » 04/19/2023

About #4
I was just considering technical setting issues, not any other human behavior.
Than we can add non-residential (commercial/business) use too.
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Re: "This account is blocked"

Postby Liptonbrisk » 04/19/2023

Once upon a time, it was believed that FPL used to block Asterisk User Agent, but if that was true, it's not true now.
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Re: Ticket Status ?

Postby jenom » 04/19/2023

I have a mobile phone account with a company of 2 people....Rogers resellers....customer service 9 am to 9 pm...they always answer a phone within minutes, never even an hour....
.that is what I would call an " immediate response"
2 days+ and maybe waiting for up to a week for a "degraded" Fongo support .....it is a sub-standard service for any of their existing customers and would NOT attract any new customers
Filing a complaint with CCTS would not help to un-block my account, however it would send a signal to Fongo's management to wake up and start treating their paying customer less badly.
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Re: Ticket Status ?

Postby Liptonbrisk » 04/19/2023

jenom wrote:I have a mobile phone account with a company of 2 people....Rogers resellers....customer service 9 am to 9 pm...they always answer a phone within minutes, never even an hour....
.that is what I would call an " immediate response"


Something tells me your two person company doesn't have 500,000+ accounts.

viewtopic.php?f=8&t=18742&p=73614&#p73608

Fongo Support wrote:
remember- FPL has over 500k customers


If you're referring to Rogers answering the phone quickly, Rogers customers are paying far more per year for their services than FPL customers. Consequently, I would hope customer service is included for Rogers customers. Customer service costs money. Support staff does have to be paid.

Apples and oranges

jenom wrote:2 days+ and maybe waiting for up to a week for a "degraded" Fongo support .....it is a sub-standard service for any of their existing customers


Freephoneline is excellent for my needs. I rarely have to deal with customer support.

jenom wrote: and would NOT attract any new customers


If it's not obvious to you by now, Fongo doesn't appear to be terribly interested in attracting new customers to Freephoneline (although I'm sure they won't turn away $119.95+tax). Fongo Home Phone appears to be the focus instead.

jenom wrote:Filing a complaint with CCTS would not help to un-block my account


Yes, it can. It's helped a Fongo Mobile customer to unblock an account: viewtopic.php?f=32&t=20468&start=25#p80763. The entire purpose of CCTS is to help resolve customer complaints. That doesn't mean CCTS will side with you, but it may.

Certainly, complaining here doesn't help to remove account blocks.
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Re: Ticket Status ?

Postby jenom » 04/19/2023

--I am not talking about Rogers.....the mentioned 2 guys are Rogers mobile service RESELLERS....they attract customers with slightly lower price plans and less than an hour reply of customer service.
--500k customer in 2015, how many still remained in 2023 ?....lots of people do not have home phones anymore, only mobile
--Freephoneline is fine for my needs also, and I do not need any support.....unless they "block" my account without any previous notification !
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Re: Ticket Status ?

Postby Liptonbrisk » 04/19/2023

jenom wrote:I am not talking about Rogers.....the mentioned 2 guys are Rogers mobile service RESELLERS....they attract customers with slightly lower price plans and less than an hour reply of customer service.


My point is I doubt they're dealing with 500,000+ customers. Two people can't handle that customer base on the phone. Additionally, sales is separate from account support.

Also, (and I could be wrong), but I doubt FPL tickets are given precedence over tickets from other customers. I suspect Fongo Home Phone customer tickets are answered before FPL tickets, for example.

Anyway, if you do not receive a response, your only remaining option is CCTS.

I do, sincerely, hope Fongo responds to your ticket.
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Re: Ticket Status ?

Postby jenom » 04/19/2023

Also, (and I could be wrong), but I doubt FPL tickets are given precedence over tickets from other customers. I suspect Fongo Home Phone customer tickets are answered before FPL tickets, for example.


I am afraid, I think that you are correct, FPL customers are likely at the bottom of the support barrel.
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Re: Ticket Status ?

Postby Liptonbrisk » 04/19/2023

jenom wrote:I am afraid, I think that you are correct, FPL customers are likely at the bottom of the support barrel.


I don't know why your account was blocked. I don't know if there's a valid reason.
The most obvious thing to check is the 3600 second registration interval or using a wrong server.

If you paid for a VoIP unlock key, are following the rules (https://support.freephoneline.ca/hc/en- ... redentials), and do not receive a response within a week, I would consider filing a CCTS complaint if you feel you've done nothing wrong. That's just my opinion.
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Re: Ticket Status ?

Postby Jake » 04/19/2023

I remember a long time ago picking up the phone and calling FPL support, who also answered the phone very quickly and were extremely helpful and efficient.
This forum used to have very active members of FPL support on it as well who would answer questions. That's way down the road now and support time has taken it's toll unfortunately.

It was very bad at one point believe it or not, and they have slowly (very slowly) got better. At least now we have a status board that seems to be pretty reliable to know when things are not working.

I also feel that FPL customers are probably a bit lower on the rung for support than Fongo's, but I we are not forgotten, and I hope you get an answer soon.
As community moderators all we can do is try and guide people in the right direction, and offer advise when we can.
I wish I could help more, and I'm sure Liptonbrisk would love to be able to get behind the curtain and pull a few levers :)

On a positive note, at least you can see your ticket is still open. I know a few have just had their closed almost instantly.
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Re: Ticket Status ?

Postby Liptonbrisk » 04/19/2023

Jake wrote:I remember a long time ago picking up the phone and calling FPL support who also answered the phone very quickly and were extremely helpful and efficient.


Yes, I used to do that in 2010, especially when a server wasn't responding. I can't remember what year phone support ended.

This forum used to have very active members of FPL support on it as well who would answer questions. That's way down the road now and support time has taken it's toll unfortunately.


I believe the customer base grew to such an extent that support was outsourced and then, eventually, wasn't considered economically feasible for Freephoneline customers.

Anyway, as Jake mentioned, there's nothing volunteer moderators can do since we don't work for Fongo. Support staff hasn't responded directly to customers on the forums for over a year.
So when forum members complain, they are mostly complaining to volunteer moderators who are just Freephoneline users.

On a positive note, at least you can see your ticket is still open. I know a few have just had their closed almost instantly.


I believe that happens when FPL users submit technical support ticket requests as opposed to "My Account Inquiry". An account block is an account issue.
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Re: Ticket Status ?

Postby kehodder » 04/20/2023

My request to unblock my account is still open after 8 days. FPL definitely on the lower rung for support
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Re: Ticket Status ?

Postby Liptonbrisk » 04/20/2023

kehodder wrote:My request to unblock my account is still open after 8 days. FPL definitely on the lower rung for support



Click viewtopic.php?f=8&t=20534 to see where you should be entering 3600 seconds and 120 seconds in your ATA. Pay close attention to steps 9, 14D, 14E, and 14G. Not using a 3600 second registration interval is the most common reason for not being able to register. Also check to ensure that you're not using voip3.freephoneline.ca.

The PDF configuration guide that you should be using for your ATA is located at the bottom of the first post over here: viewtopic.php?f=15&t=18805#p73839. I would use it fully to setup your ATA properly once. Get it over with if you haven't done so before.

If you've already done that and are following the requirements from https://support.freephoneline.ca/hc/en- ... redentials, you may wish to file a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/. Eight days is a long time. Personally, if I didn't do anything wrong, eight days would upset me in all honesty. I suggest people wait a week after submitting a "My Account Inquiry" ticket to give Fongo a reasonable amount of time to respond, but I do feel more than a week is excessive for a paid service. CCTS will work to help mediate a resolution between you and Fongo.

Other people had their tickets answered after a few days (they do not work on FPL tickets during weekends and holidays, so I wouldn't expect anything to happen on Saturdays and Sundays):


i) raju121: viewtopic.php?f=8&t=20541#p80590

ii) hperactiveme: https://forums.redflagdeals.com/freepho ... #p37365956

iii) sylvestor2002: https://forums.redflagdeals.com/freepho ... #p37313532

etc.
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: "This account is blocked"

Postby jenom » 04/20/2023

CCTS does not list Freephoneline as a "Participating Service Provider", however Fongo is there and Fibernetics too.
Maybe this is how they want to prevent a complaint from a FPL user ?
However, as far as I know I am NOT a Fongo customer as I did not pay to them or have any of their services.
Should a complaint still be submitted against Fongo ?
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