No Incoming Calls

[primrose]

My parents' home had problems of no incoming calls for over a month and finally they gave up and switched to iTalkBB, a fee-based VoIP service provider.

Now my home is experiencing the same problem. I can make outgoing phone calls. But I cannot receive calls. Before I give up on Freephoneline, I desperately need your help to solve this frustrating problem. Any advice would be greatly appreciated.

My Device settings (InnoMedia MTA6328-2Re)

SIP Proxy Registration Status
Line 1
Registered

SIP Status: connected
SIP User Agent: SIP-6328-2Re-v4.1.3-14162255887/v2.0 Enabled

Configure Network Setting

MAC Address 00:10:99:30:12:a0
IP Setting
Enable DHCP

IP Address

Subnet Mask

Default Gateway

DNS #1

DNS #2

FQDN CPE0010993012a0-CM002374f6a1c1.gateway.2wire.net

Link Speed

Auto
Link Mode

Auto


My freephoneline account settings:

Follow Me Settings
Status: Disabled

Rings before voicemail: 5

Thank you all for taking time to help me.

[dibsmft]

It seems that you have not given your ATA a fixed IP and forwarded ports. For now, power down your router (or equivalent) and ATA, wait 10 minutes and then power up the router followed by the ATA. This will usually get things running for a while. If that does not work you can also try running STUN on the ATA. In the long run nothing substitutes for properly configuring the router and the ATA.

[hanke]

I believe your ATA is similar to a SPA2102, 2 phone ports and built in router. You should not have to forward any ports if this device is the first item connected to your modem via the WAN connection. Your LAN connection can then either be your computer or a router. I would try only to connect a computer to the LAN port on DHCP setting so that you can login to your ATA with the computer. Once you login to your ATA, put the required FPL settings in, which are pretty basic and you should be able to get it to work.

I have attached the setup sheet for your ATA, which requires certain settings to be set in order for you to be able to allow connection to your modem in particular PPOE if your on a DSL setup. You may be best to not even have it hooked up to the modem until you get the proper settings input for it to even draw an internet IP from your provider through the ATA. Once you input your settings for the internet provider and connect it to the modem you would see your ATA get an IP from your provider. You then know you have internet ability and can test with your connected computer to the LAN port to see if you can browse the internet. If you can then all you need to do is input the FPL credentials as suggested on your account. You dont need to have this device behind a router from what I can tell it offers in its specs.

http://www.innomedia.com/manuals/MTA%20 ... 20v2.1.pdf

[rbaybayan]

Hi Support,
I did send a feedback email with regards to NO INCOMING CALLS since Mar 13, 2013 without any reply from your support.

I did try to login to my admin panel at freephoneline and the status is connected.

Below are the steps that I did.
1) Power down ADSL modem (single port ) and FPL (Grandstream HT287) for 30min.
2) Connect FPL directl to single port ADSL modem.
3) Power up units (MODEM and FPL)
4) Verify dial tone = OK
5) Verify Outgoing Call = OK
6) Verify incoming call (calling from cellphone to my homephone no)=FAILED

Your immediate support is very much appreciated.

Thanks,

Ruel

[Fongo Support]

Hi Support,
I did send a feedback email with regards to NO INCOMING CALLS since Mar 13, 2013 without any reply from your support.

I did try to login to my admin panel at freephoneline and the status is connected.

Below are the steps that I did.
1) Power down ADSL modem (single port ) and FPL (Grandstream HT287) for 30min.
2) Connect FPL directl to single port ADSL modem.
3) Power up units (MODEM and FPL)
4) Verify dial tone = OK
5) Verify Outgoing Call = OK
6) Verify incoming call (calling from cellphone to my homephone no)=FAILED

Your immediate support is very much appreciated.

Thanks,

Ruel

Hello there,

It looks like your ISP is blocking SIP connections.
http://support.fongo.com/entries/229593 ... mson-modem

Please let me know what is the ticket # that you have received from support and I will have a look.


Thanks,

[rbaybayan]

I can't remember the ticket no but I have received an email from your web services:



From: Freephoneline [mailto:support@freephoneline.zendesk.com]
Sent: Tuesday, March 12, 2013 12:28 AM
To: Rbaybayan
Subject: Request received: Incoming Call Issue

##- Please type your reply above this line -##
Hello Rbaybayan,
***We are working to transition our support processes and are experiencing a longer than expected response time. Please allow 2-3 days for responses to billing and porting related inquiries***
Thank you for your email.
If your support request is related to telephone number porting or billing inquiries, a customer service agent will be in touch shortly.
Please note we do not offer support for third party ATA devices and configuration. Customers who have purchased a VoIP Unlock Key are advised to visit the forum for the suggested configuration standards: http://forum.fongo.com/viewtopic.php?f=15&t=7962
If you are emailing about one of the topics below, please see our self-service support and troubleshooting information here:
Freephoneline Windows Application
Getting Started: http://support.freephoneline.ca/forums/21672917
Features: http://support.freephoneline.ca/forums/21661052
Coverage: http://support.freephoneline.ca/forums/21659973
Porting Your Number: http://support.freephoneline.ca/entries/22891002
And more: http://support.freephoneline.ca/categories/20077712
Freephoneline Home Phone
Getting Started: support.freephoneline.ca/forums/21660582
Features: support.freephoneline.ca/forums/21660672
Coverage: support.freephoneline.ca/forums/21660662
Porting Your Number: support.freephoneline.ca/entries/22907143
And more: support.freephoneline.ca/categories/20087866
You can also check the community forum for user generated discussion at http://forum.fongo.com.
Talk Freely,
Team Fongo Support
To add additional comments to your request, simply reply to this email.

Rbaybayan
Mar 11 23:27 (COT)
Outgoing call is OK at my phone but can not received incoming calls.
I had try the following without sucess:
1) Connect the "FPL unit" directly to the ADSL modem.
2) Power down the unit on "FPL Unit" and ADSL modem.
3) Only the the FPL unit is connected.
4) POWER ON the ADSL modem along with the FPL UNIT
5) Tested the dial tone and confirmed OK.
6) Make outgoing call and confirm OK
7) Dial to my number (4162862004) using cell phone. Busy Tone response and cannot connect to 4162862004. FAILED to call the number (Receiving/Incoming Call NOT WORKING)
8) Replace the tel unit and follows step 6 to 7. FAILED to call the numberFAILED to call the number (Receiving/Incoming Call NOT WORKING).
I suspect that the FPL unit is having a problem on incoming call.
I appreciate your immediate response to this issue and its almost coming to two weeks now without the incoming connection.
Thanks and Regards,
Ruel Baybayan
647618XXXX

This email is a service from Freephoneline. Delivered by Zendesk.
Message-Id:B75VTKJB_513eaecdd3aa6_24592b87854577b_sprut

[Fongo Support]

I can't remember the ticket no but I have received an email from your web services:

Rbaybayan
Mar 11 23:27 (COT)
Outgoing call is OK at my phone but can not received incoming calls.
I had try the following without sucess:
1) Connect the "FPL unit" directly to the ADSL modem.
2) Power down the unit on "FPL Unit" and ADSL modem.
3) Only the the FPL unit is connected.
4) POWER ON the ADSL modem along with the FPL UNIT
5) Tested the dial tone and confirmed OK.
6) Make outgoing call and confirm OK
7) Dial to my number (4162862004) using cell phone. Busy Tone response and cannot connect to 4162862004. FAILED to call the number (Receiving/Incoming Call NOT WORKING)
8) Replace the tel unit and follows step 6 to 7. FAILED to call the numberFAILED to call the number (Receiving/Incoming Call NOT WORKING).
I suspect that the FPL unit is having a problem on incoming call.
I appreciate your immediate response to this issue and its almost coming to two weeks now without the incoming connection.
Thanks and Regards,
Ruel Baybayan
647618XXXX

This email is a service from Freephoneline. Delivered by Zendesk.
Message-Id:B75VTKJB_513eaecdd3aa6_24592b87854577b_sprut

Hello Rbaybayan,

As I have mentioned earlier, the modem you have blocks SIP and your adapter is not registering.
Details below:
http://support.fongo.com/entries/229593 ... mson-modem

There is also a manual procedure, if you wish not to contact your ISP. (you will have to Telnet into your modem and write a command)

If you are still having issues after fixing the modem, please let me know.

Important note: ATA adapter needs to be disconnected from power when you are making changes to your modem.

Thanks,

[rbaybayan]

Hi Support,
I called our ISP provider and they have confirmed that the configuration setting is NOT blocking anything. Please advice how do we proceed from here.

thanks,

ruel

[Fongo Support]

Hi Support,
I called our ISP provider and they have confirmed that the configuration setting is NOT blocking anything. Please advice how do we proceed from here.

thanks,

ruel

Hello there,

If Primus has confirmed that they are not blocking, you may want to check if your ATA shows registered under Status page. (connect to ATA config using a web browser)
If status page shows "not registered", means that Primus did not fix your modem and you may have to proceed with manual procedure.
If you send me PM with a telephone number where you can be reached, I can call to assist.

Thanks,

[rbaybayan]

Hi Support,
They refresh the configuration and release the IP address again and verified nothing had been blocked except that the device grandstream is NOT detected. Aside from this network is OK...Looks like there is some problem with the unit. I am thinking to reconfigure the IP again although my router is set to DHCP. Please provide procedure how to test and check the actual configuration on the grandstream unit...

Thanks,

Ruel

[rbaybayan]

Hi Support,
Please advice how to access the ATA CONFIG thru a web browser. I tried to enter the IP address at the web but access denied..
I am getting annoyed of this forum service...can anyone call me at my phone to resolve the issue.

I had done enough to discuss with ISP and they see NOTHING wrong and confirmed by different CSR that there is NOTHING blocking on the IP or ATA..

ruel

[rbaybayan]

Hi Support,
I was able to access the web config and I had compared the configuration for the HT286 and it comply the whole config setting below is the basic info status.


===============
Basic
MAC Address: 00:0B:82:27:6B:60
IP Address: 192.168.7.102
Product Model: HT287 Rev4.1
Software Version: Program-- 1.1.0.42 Bootloader-- 1.1.0.1 HTML-- 1.1.0.42 VOC-- 1.0.0.13
System Up Time: 0 day(s) 1 hour(s) 9 minute(s)
Registered: Yes
PPPoE Link Up: disabled
NAT: detected NAT type is open Internet
NAT Mapped IP: 0.0.0.0
NAT Mapped Port: 0
Total Inbound Calls: 0
Total Outbound Calls: 0
Total Missed Calls: 0
Total Call Time (in minutes): 0
Total SIP Message Sent: 39
Total SIP Message Received: 17
Total RTP Packet Sent: 501
Total RTP Packet Received: 577
Total RTP Packet Loss: 0

[rbaybayan]

Hi Support,
Can you confirmed that the porting of my home number 416286XXXX still intact/active. Otherwise, please do something on the issue. SIP is confirmed connected as per the WEB browser config setting.

ruel

[Fongo Support]

Hi Support,
Can you confirmed that the porting of my home number 416286XXXX still intact/active. Otherwise, please do something on the issue. SIP is confirmed connected as per the WEB browser config setting.

ruel

Hello Ruel,


As Jake mentioned, please do not post account numbers in the public forums. Please send me a private message (PM) and I will investigate your account.

Many thanks,

[rbaybayan]

Hi Support,
Please reply to my query if my account is now under investigation. What is the process on support; do I have to post on forum or PM?

ruel

[Fongo Support]

Hi Support,
Please reply to my query if my account is now under investigation. What is the process on support; do I have to post on forum or PM?

ruel

Hi Ruel,

Please send me PM with your account number and I will have a look. Also, if you have received a support ticket for this issue, please include that in your PM as well.

Thanks,

[Fongo Support]

Hi Support,
Please reply to my query if my account is now under investigation. What is the process on support; do I have to post on forum or PM?

ruel

Hi Ruel,

Please send me PM with your account number and I will have a look. Also, if you have received a support ticket for this issue, please include that in your PM as well.

Thanks,

Hello there,

The issue was resolved by unbinding SIP manually using telnet. Primus did not resolve the issue on their end, and we needed to do this manually.

This is what we did:

Instructions for manual procedure(not recommended- advanced users only)

Important note: ATA adapter needs to be disconnected from power before this step.

After this step, please connect the ATA to power and wait for 2 -3 minutes before testing the line
Windows users:
Make sure that telnet client is enabled (Control Panel\All Control Panel Items\Programs and Features=Turn Windows features on and off)

1.- Navigate: Start > All Programs > Accessories > Command Prompt.
-or Start > Run > type 'cmd' into the box > Press Enter
2- type 'telnet' followed by the IP address of the router (default: 192.168.1.254) then press the Enter key.
3-The login username is "Administrator" not admin and Password is blank ""if not set.
4-type >connection unbind application=SIP port=5060 Press Enter
5-type >saveall Press Enter
6-type >exit Press Enter

Mac users:
1.-open terminal window
2- type 'telnet' followed by the IP address of the router (default: 192.168.1.254) then press the Enter key.
3-The login username is "Administrator" not admin and Password is blank ""if not set.
4-type >connection unbind application=SIP port=5060 Press Enter
5-type >saveall Press Enter
6-type >exit Press Enter

Thanks,

[muhammadashraf000]

my phone is not able to get incoming call and I am using worldline dsl internet
only issue with incoming call,
thanks

[Fongo Support]

my phone is not able to get incoming call and I am using worldline dsl internet
only issue with incoming call,
thanks

Hi there,

Since you are a DSL customer, please call the 1800 number provided to you and team will assist you.

Please send me a PM if you require additional details.

Thanks,

[muhammadashraf000]

i am still waiting for solution of my home phone no incoming calls problem

[Fongo Support]

i am still waiting for solution of my home phone no incoming calls problem

Hi there,

Please see my reply to ticket #17429

Thanks,

[muhammadashraf000]

i call on customer services number for assistance they can not help me and now my phone is completely not working no dial-up tone still waiting for your response fongo support team