Problem Calling Kitchener-Waterloo Number

This section is for general discussions surrounding digital phone service.
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Problem Calling Kitchener-Waterloo Number

Post by neronut »

Hello, I just signed up for FPL on the recommendation of a friend who has been using it for a while now. I got a 226-336 number. When I call out it works great, when I try to call it, however, I get a message about insufficient account balance. I have tried calling it from a 226-339 (Rogers KW) number and a 519-696 (Bell New Dundee) number. When I look up 226-336 (http://www.localcallingguide.com/lca_pr ... nextdays=0) it states that it is a KW number so shouldn't I be able to call into it?

Help would be appreciated.

Thanks,
Sigy
User avatar
FONGO_mike
Site Moderator
Posts: 1095
Joined: 12/22/2011
SIP Device Name: Grandstream 286/TG701
ISP Name: www.worldline.ca
Computer OS: Windows 7/ Windows XP/Windows Vista
Router: TG784. 780, 585, 546.
Smartphone Model: Bold 9900
Location: Fibernetics Head Office

Re: Problem Calling Kitchener-Waterloo Number

Post by FONGO_mike »

Hi Scott, If you are being told by another provider that you are unable to call your FPL number, then you would need to contact them about it. We do not have the ability to decide what is considered local calling for other company's (like rogers)
L3 Escalation Support Specialist
Fibernetics
Please contact me for your FPL DSL issues. For phone issues, please open a support ticket by going here.
Never give out personal information or access to your computer to somebody you don't know, Fongo staff will never ask for your username or password.
dibsmft
*Go-To Guy*
Posts: 651
Joined: 05/11/2011
SIP Device Name: Yealink T22 (SPA3102 GS286)
Firmware Version: 7.60.0.110
ISP Name: Bell-Aliant DSL
Computer OS: Linux Mint
Router: Speedstream 6520
Smartphone Model: Google Nexus 5
Android Version: 3.2.1
Location: St. John's NL

Re: Problem Calling Kitchener-Waterloo Number

Post by dibsmft »

I was for a long time unable to call my DID number (not from Fongo) from my cell phone. I was in a new number series and I suppose it took about 6 weeks before the cell provider got around to adding it to their database. I called them once but I am not sure whether it had any effect.
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: Problem Calling Kitchener-Waterloo Number

Post by TheHardy »

FONGO_mike wrote:Hi Scott, If you are being told by another provider that you are unable to call your FPL number, then you would need to contact them about it. We do not have the ability to decide what is considered local calling for other company's (like rogers)

Mike is correct, if you cannot complete a call to it from ANOTHER carrier, you need to moan to THAT carrier. Had the same problem in Vancouver area with TELUS-MIKE phones not being able to call the FPL/Fongo #'s in New Westminster, North Vancouver and West Vancouver, all of which should have been local calls and gone thru. Even dialing them as 11D (1+) as opposed to 10D did not work, as the exchanges were NOT loaded into the TELUS-MIKE network "routes & rating table".

BTW: that is where the problem lies ... when you call into the provider/carrier (Bell/Rogers etc) ... you need to access the "NETWORK SUPPORT" option (or as to speak to NETWORK SUPPORT) -- better still, ask for the NOC (pronounced KNOCK) -- Network Operations Centre. Then ask for "Rates & Routing", or explain to the NOC operator that it is a R&R issue.

I did a little work for ClearNet back in the day, and also have a LOT of experience in dealing with Telus (Mobility) out here, so I know that of which I speak! :-)
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

Thanks for the quick replies! I was getting the same message no matter what provider I used to call the number, the same voice, message and everything. The funny thing is, I had tried for 2 days with no luck, then I posted here and within a few hours it started to work! I'm not sure why but I'm quite happy. Maybe it was a gitch. I can now call the number and get Voicemail and everything.

I will remember your message, TheHardy. All of this got me looking into the phone system and diving into a world of new Acronyms, like NPA and NXX, and more. A brave new adventure :D.

Thanks everyone! I will defiantly recommend this service to friends and family.
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: Problem Calling Kitchener-Waterloo Number

Post by TheHardy »

neronut wrote:Thanks for the quick replies! I was getting the same message no matter what provider I used to call the number, the same voice, message and everything. The funny thing is, I had tried for 2 days with no luck, then I posted here and within a few hours it started to work! I'm not sure why but I'm quite happy. Maybe it was a gitch. I can now call the number and get Voicemail and everything.

I will remember your message, TheHardy. All of this got me looking into the phone system and diving into a world of new Acronyms, like NPA and NXX, and more. A brave new adventure :D.

Thanks everyone! I will defiantly recommend this service to friends and family.
They might have finally applied the latest data, and resolved the problem. A lot of providers (*LECs) use the same sounding error messages, and some even route their call to others for completion (hence the same message perhaps).

Dictionary:
LEC - Local Exchange Carrier (ILEC=Incumbent like Bell/Telus in their primary area; WLEC=Wireless; CLEC=Competitive)
NPA-NXX - fancy term for first 6 digits (layman terms area code and prefix)
ratecentre - correct term for the NAME of the area served by an NPA-NXX (as opposed to a city, as these do not always match!)
exchange - from the old term for the telco building where calls were handled/switched, usually refers now to the NXX part but can also refer to a RATECENTRE

Other reference:
A few websites that come in handy, such as looking up if a call is local to a given ratecentre -- www.localcallingguide.com
List of all Canadian NPA-NXXs in service with ratecentre/carrier info and more -- www.cnac.ca

If I get too techy in an explanation, feel free to hit me with a HUH? SAYWHAT? and I will re-state it and try to avoid geek-speaking it. :)
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

TheHardy wrote:They might have finally applied the latest data, and resolved the problem. A lot of providers (*LECs) use the same sounding error messages, and some even route their call to others for completion (hence the same message perhaps).
The problem disappeared magically, so I'm really happy. Thanks TheHardy! After reading a ton of posts on there I think I have gotten the hang of some of the terms, if not the direct words, then the meaning of it in relation to the scheme of things. I'd never really given the phone system any thought, but it is pretty neat!
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Fair that

Post by TheHardy »

Remember that the only dumb question is the one that you don't ask! ;) So if something strikes, feel free to seek additional info!
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

Well it appears this is happening again. If I call my FPL number from either my cell phone or my parent's Bell landline I get the message ""Your account balance is insufficient to place your call to that destination." If I try and call it from Google Voice the number just rings :(

Anyone have any idea on this?
Sigy
cu2o2o2
Lightly Seasoned
Posts: 227
Joined: 04/06/2010
SIP Device Name: Double-NAT PAP2T-NA
Firmware Version: 5.1.6 (LS)
ISP Name: Rogers Express with SB5101
Computer OS: Win7 32-bit for DV softphone
Router: WNR3500L behind DIR-615C1
Location: Brampton, ON

Re: Problem Calling Kitchener-Waterloo Number

Post by cu2o2o2 »

neronut wrote:Well it appears this is happening again. If I call my FPL number from either my cell phone or my parent's Bell landline I get the message ""Your account balance is insufficient to place your call to that destination." If I try and call it from Google Voice the number just rings :(

Anyone have any idea on this?
Double-check if you had forwarded your calls to another number and if so, tell us the NPA-NXX of the number you forwarded to. Just curious if it was forwarded to a number that is not on-net to FPL.
.

You agree to read my posts at your own risk.
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

cu2o2o2 wrote:
neronut wrote:Well it appears this is happening again. If I call my FPL number from either my cell phone or my parent's Bell landline I get the message ""Your account balance is insufficient to place your call to that destination." If I try and call it from Google Voice the number just rings :(

Anyone have any idea on this?
Double-check if you had forwarded your calls to another number and if so, tell us the NPA-NXX of the number you forwarded to. Just curious if it was forwarded to a number that is not on-net to FPL.
Hi cu2o2o2, I am not forwarding the calls anywhere. Just the answering machine. It has started working again, so many the Fongo gods are listening. I'm confused but happy once more :)
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: Problem Calling Kitchener-Waterloo Number

Post by TheHardy »

neronut wrote:Well it appears this is happening again. If I call my FPL number from either my cell phone or my parent's Bell landline I get the message ""Your account balance is insufficient to place your call to that destination." If I try and call it from Google Voice the number just rings :(
I am with a Call-fwd problem - as calling YOU FPL # should not result in THAT specific error message, unless you are trying to forward to a NON-free destination number. Very odd. That specific message is an FPL/Fongo style message when you try to place a long distance (non free) call -- you should NEVER encounter it when calling _TO_ your FPL #!

I would do a double-check to ensure there is nothing stuck in your follow-me/call-fwd settings, and then if there is nothing there, do a quick call into customer service and have THEM check your acct from THEIR end to see if there is something wrong ... could also try PM'ing Steve/Mike with it, but all urgent issues should go via Customer Service!
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

TheHardy wrote:
neronut wrote:Well it appears this is happening again. If I call my FPL number from either my cell phone or my parent's Bell landline I get the message ""Your account balance is insufficient to place your call to that destination." If I try and call it from Google Voice the number just rings :(
I am with a Call-fwd problem - as calling YOU FPL # should not result in THAT specific error message, unless you are trying to forward to a NON-free destination number. Very odd. That specific message is an FPL/Fongo style message when you try to place a long distance (non free) call -- you should NEVER encounter it when calling _TO_ your FPL #!

I would do a double-check to ensure there is nothing stuck in your follow-me/call-fwd settings, and then if there is nothing there, do a quick call into customer service and have THEM check your acct from THEIR end to see if there is something wrong ... could also try PM'ing Steve/Mike with it, but all urgent issues should go via Customer Service!
Just doubled checked my "Follow Me Settings" and it is set to disabled. Is there somewhere else that has call forwarding settings? I haven't had the app open in a few days, just using the voice mail for now. I get what you mean by how I shouldn't get it on incoming calls.

Edit: If I look up the tariff Information about 1226336 it says it is a $0.02 call??? But the number is owned by Fibernetics, this doesn't make much cents (pun intended), does it? Shouldn't it be a Free Call?
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: Problem Calling Kitchener-Waterloo Number

Post by TheHardy »

neronut wrote: Just doubled checked my "Follow Me Settings" and it is set to disabled. Is there somewhere else that has call forwarding settings? I haven't had the app open in a few days, just using the voice mail for now. I get what you mean by how I shouldn't get it on incoming calls.

Edit: If I look up the tariff Information about 1226336 it says it is a $0.02 call??? But the number is owned by Fibernetics, this doesn't make much cents (pun intended), does it? Shouldn't it be a Free Call?
1) Yes, correct -- on INCOMING calls, you should never receive that ...

2) WHAT?! PM Steve on that little nugget -- this could be the root cause ... odd ... tres odd!!
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

226-336

Post by TheHardy »

Just looked this one up, after my post, and it IS FREE ....

Maybe this was JUST fixed?? Try now ... see what happens. If it persists, I would for sure call Customer Service and get them to put a ticket in on this and examine it closer!
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: 226-336

Post by neronut »

TheHardy wrote:Just looked this one up, after my post, and it IS FREE ....

Maybe this was JUST fixed?? Try now ... see what happens. If it persists, I would for sure call Customer Service and get them to put a ticket in on this and examine it closer!
Weird, I looked it Up just before one of the posts ago and it was 2¢. Now it is free! Next time this happens I'll call in (a little ironic sounding) and have them look into it. Thanks, TheHardy! :D

P.S. In the complete list of Canada it is still listed as 2¢...
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: 226-336

Post by TheHardy »

neronut wrote: Weird, I looked it Up just before one of the posts ago and it was 2¢. Now it is free! Next time this happens I'll call in (a little ironic sounding) and have them look into it. Thanks, TheHardy! :D

P.S. In the complete list of Canada it is still listed as 2¢...
The complete list is QUITE out of synch with the LOOKUP --- the lookup is what the calls are rated at AT THAT MOMENT. I have asked about this a few times (I have two threads on it) but do NOT have an answer yet! :-(

As for it being FREE -- does your inbound calling TO your FPL # now work correctly, or not??? THAT is the main point!!! :-)
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126
User avatar
neronut
Quiet One
Posts: 28
Joined: 03/26/2012
SIP Device Name: SPA122
Firmware Version: 1.1.0
ISP Name: Bell Sympatico
Computer OS: Windows 7 Professional
Router: WRT-54GS

Re: Problem Calling Kitchener-Waterloo Number

Post by neronut »

It does work, it magically fixed itself, again. Weird, eh?
Sigy
User avatar
TheHardy
***Übergod***
Posts: 1632
Joined: 08/13/2011
SIP Device Name: FPL PC softphone (buggy)
Firmware Version: 3.0.3.0
ISP Name: Telus Optik
Computer OS: Win7
Router: Actiontec V1000H
Smartphone Model: none
Location: Surrey, BC

Re: Problem Calling Kitchener-Waterloo Number

Post by TheHardy »

neronut wrote:It does work, it magically fixed itself, again. Weird, eh?
I think the two are related --- insofar as there have been problems with the tariff in the past, (as per Steve) where calls have flipped between being FREE and CHARGED (dunno why!) and caused problems for the people CALLING those numbers. While it is very weird that an actual Fibernetics # would ever be long distance/charged, stranger things have happened.

I would be so bold as to suggest that if it every fails again for inbound calls with the "Your balance is insufficient for that call" message, that you check the RL tool, if your own FPL # is charged, then IMMEDIATELY turn around and call customer support or PM Steve if they are closed. Like I say, I think that the error on inbound and the charge message are related, IMHO.
Hardy - Surrey, BC ~~ increasingly disgruntled FPL user ... comon, fix your stuff!
driver/webmaster - INCARTA Professional Delivery & Moving -- http://www.incarta.ca 604-594-7126