Problems Calling US Numbers

[Pierre]

I don't call US numbers very often but lately whenever I do call a US number all I get is dead silence for about a minute or more and then a busy signal . I tried with and without the "1" but no differences. Anyone else has this problem?
Thanks,
Pierre

[seagame2001]

Did you buy long distance credit?

[Pierre]

Did you buy long distance credit?

YES, and I have lots .

[Jake]

Does it say anything in your online call logs?
Also, have you tried a different US number?
Lastly, I see you have the HT286 which I assume you are using to call - have you tried using the FPL/DellVoice softphone?

[Pierre]

Does it say anything in your online call logs?
Also, have you tried a different US number?
Lastly, I see you have the HT286 which I assume you are using to call - have you tried using the FPL/DellVoice softphone?

- Yes, it is recorded on the call log and $$$ is being deducted from my account on each calls
- Yes, I did try different a US numbers
- I am not set up to use FPL/DellVoice softphone

These are not toll free numbers
I have opened a problem ticket with FPL/Fongo support, I now have to wait and see

[Jake]

Does it say anything in your online call logs?
Also, have you tried a different US number?
Lastly, I see you have the HT286 which I assume you are using to call - have you tried using the FPL/DellVoice softphone?

- Yes, it is recorded on the call log and $$$ is being deducted from my account on each calls
- Yes, I did try different a US numbers
- I am not set up to use FPL/DellVoice softphone

These are not toll free numbers
I have opened a problem ticket with FPL/Fongo support, I now have to wait and see

If you can see it in your call logs, and the number looks right there, then opening a support ticket is really your only option. I only suggested to use the softphone in case the call was being stopped by the ATA for some reason, but if it is in your logs then it seems like it is trying to go through. BTW, you can always download the softphone if you ever need to test it.

Hopefully a Fongo tech will fix your problem.

[TheHardy]

I agree with Jake, that if for some reason you are having problems through the ATA, that you DO try a call with the softphone (log into your account, and then click the DOWNLOAD link) ... see if you have proper audio via that option ... might help trouble-shoot the problem some.

Another question -- are they VOIP #'s in the US, or regular landline, or mobile? Or do you know? I have had issues making FPL--> VOIP calls within Canada, such as Vonage #'s ... get dead air too most of the time, via the softphone. Usually the 2nd or 3rd attempt works, and as they are "free" calls, I am not too concerned if it takes a few shots to go thru -- in your case, however, as they are just plain old FAILING and COSTING you money, that is NOT cool. Hopefully a resolution is around the corner and you can SUCCESSFULLY place calls soon! Let us know how things play out!...

[Pierre]

UPDATE: When I spoke to support around noon yesterday I was told the problem would be resolved within 12 Hours. Last night I looked at my call log and a credit had been issued to my account for the calls I had made but couldn't complete. I assumed then someone had looked at the problem, fixed it and issued a credit. I tried to call the US again this morning and still have the same problem.
So, I called support again and it appear as if nothing was done but was told the problem would be escalated to higher authority???
Somehow, I don't have a warm feeling about this.

[dibsmft]

This is curious because the problem does not seem to be general or more people would be posting here. As already indicated, one reason why calls might not complete is if they happen to be to others using voip phones and they happen to be misconfigured or on devices negotiating symmetric NATS (but this would affect very few people that you would call to PSTN).

Sent you a pm.

[Pierre]

As additional info, I just tried to call several other businesses in the same area with same exchange (717-790-XXXX) and had the same results, can hear the dialling but then dead silence. So the problem isn't confined to one number only.

UPDATE on April 19 @ 13:05: Called for status again, spoke to support for the third time. I was told the same thing,the problem is being escalated to a "level 2" tech. and no other info is available. In other words; sorry you're having a problem but "don't call us we'll call you" .

[TheHardy]

As additional info, I just tried to call several other businesses in the same area with same exchange (717-790-XXXX) and had the same results, can hear the dialling but then dead silence. So the problem isn't confined to one number only.

UPDATE on April 19 @ 13:05: Called for status again, spoke to support for the third time. I was told the same thing,the problem is being escalated to a "level 2" tech. and no other info is available. In other words; sorry you're having a problem but "don't call us we'll call you" .

Is it ONLY 717-790-xxxx numbers that you are having issues with??? For others, 717-790 is "Mechanicsburg / Cumberland, PA" ... local to Harrisburg.

If it is only specific to that switch, then it seems it might be a "rates & routing" issue, perhaps downstream from Fongo, however they are passing their CALLS off once it OUTSIDE their network.

As you called in and stated the problem, I am not surprised that your credit was applied quickly (and yet the problem not resolved). I am not sure how many CSR's Fongo has, so the escalation may take a bit of time IF they are actually investigating -- they will pull the server logs, track back and see how the calls are being handled, and see what variable causes these to fail (vs other people's succeeding).

... get comfortable, wait a bit and see what happens. At least you have your money back for the failed calls!

[Pierre]

Two full days now since I opened this problem with Fongo/Fpl support. I was told on the first of three calls the problem would be fixed within 12 hours. The last two calls for updates didn't give me anything, more or less I was just given the "brush off". Customer support is not one of Fongo's strength!!!

[TheHardy]

I was told on the first of three calls the problem would be fixed within 12 hours. The last two calls for updates didn't give me anything, more or less I was just given the "brush off". Customer support is not one of Fongo's strength!!!

With that delay, I would be tempted to agree with you there. To their benefit, they might be investigating it, but they should at least be able to tell you "hey, we're looking into it."

May I suggest PM'ing Steve on this? Did you by chance get names of the reps you were dealing with?

I too would be feeling a bit "brushed off" at this stage, were I in your position; I empathize.

[Pierre]

Well, I did get a few email from Mike @ Fongo asking few questions on Saturday. Now have to wait and see.

[TheHardy]

Mike frequents the forums a lot too, and does a lot of spade-work to fix issues as does Steve. Mike's attendance is a little more hit and miss, or I would have suggested him as well -- not meaning to take anything away from Mike!

[Pierre]

Still having the problem and haven't heard any more from Mike despite an email asking for an update.
I guess I'll have to make a choice between living with the problem of not being able to call the US or look for a different VOIP provider????

[dibsmft]

This link may give a better idea of the nature of the problem:
http://forums.dlink.com/index.php?topic=7701.0
The problem is at least partly with the router (and the problem was not really solved!). I imagine Fongo uses Session Border Controllers but perhaps not, at this time, on the international call server. That might explain why your calls in Canada are OK.

[TheHardy]

Still having the problem and haven't heard any more from Mike despite an email asking for an update.
I guess I'll have to make a choice between living with the problem of not being able to call the US or look for a different VOIP provider????

Hit Mike or Steve up again and see if they can shake something loose. If the issue is ONGOING over multiple calls, they should be able to check their server-side logs and see what the error is (if there is one!) from their end --- best thing, if you do get a hold of Steve or Mike, is to set a time when you will be making a call that you know fails (in addition to having the logs from when you previously did), and then maybe they can have some techie buried in the P3-level of the basement routing room WATCH THE LIVE progress (and fail) of your call and track down the issue ...

Quite honestly, even though I am on the outside looking in, it should not be too terribly tough for them to track down where/what the problem with the calls is.

As for finding another VOIP provider, there is always that. There are several that come out as cheaper (on avg) due to the connection fee Fongo charges (unless you do longer calls). Shame tho, it would be nice to get your issue resolved, rather than just being abandoned by Fongo! :/

[Bloodsong]

There are a few work-arounds that would not involve dumping FPL/Fongo, BUT in the mean time for testing-sake, if your call has a different point of origin what happens? (Try using a STUN server such as stun.3cx.com).

I don't expect you to have a VPN/Tunnel available, but if you do, try bouncing your FPL off an american IP and see if it makes a difference to call completion.

What happens if you ask to speak to one of these Teir 2 techs directly?

And now to sound very old-school DSL troubleshooting:
If you connect your ATA directly to your modem with no other devices in line, or to a modem/router with bridge mode turned on (This will usually require you to reset to mfg via reset button to become a router again when all is said and done.) Do you still have these issues?

*scratches back of head*

Or easier than that, try the softphone while you're at the cafe down the street?

[TheHardy]

All this being equal, let's not overlook that Pierre is using NORTHWIND WIRELESS (or at least that is what his profile says); IIRC, Pierre has previously had some VOIP problems that seemed to be specific to NORTHWIND (or am I confusing Pierre with another user? I did not search, but I remember the NORTHWIND issue...).

The suggestion about trying the softphone I completely skipped over --- that is a very valid troubleshooting tool just in case it is something to do with the ATA, but I deeply suspect it is a routing issue internally from Fongo ... (my non technician opinion!).

[Pierre]

Yes I am using Northwind wireless but don't remember any problems related to them. I don't have the softphone software loaded on my computer, using my ATA only. I am not exactly an expert in the VOIP field and since I can't get any assistance from Fongo, I guess I'll have to call someone in to help me troubleshooting this problem.

[TheHardy]

Yes I am using Northwind wireless but don't remember any problems related to them. I don't have the softphone software loaded on my computer, using my ATA only. I am not exactly an expert in the VOIP field and since I can't get any assistance from Fongo, I guess I'll have to call someone in to help me troubleshooting this problem.

Hmmm, someone was having a Northwind issue ... I will have to do a forum search to re-fresh my memory on that.

May I be so bold as to suggest DOWNLOADING the softphone app to be able to use it to TRY to troubleshoot the issue on your own? It is available as PC or Mac software, and can be downloaded from within your ACCOUNT LOGIN.

If you are going to try to do this, make sure you disconnect your ATA (log it out) before launching the softphone app and registering/signing in with it.

That is one way to isolate whether it is going to be a FONGO network issue, a local (your) network issue, or something else.

[dibsmft]

Pierre
Can you borrow a different router from friend (preferably one known to work with voip)? I think that would be a good test to see if the problems really stem from the router as it seems they probably do. It is a pity Canada is so big or I would pop round with one of mine.

[Pierre]

Thanks for all the suggestions guys. I am actually of the country right now but will be back home next week. I intend then to look into this a bit deeper but I am quite disappointed that Fongo has decided to ignore the problem, I still think they should be part of identifying the problem as they are the provider of the service.