Paid account doesn't work, free account does

[Jerkson]

Every time I try to call tech support I get either
A) A terribly choppy connection with the rep, although the pre-recorded "please wait" message is perfectly clear
B) A tech rep who tells me the problem is my fault, my router's fault or that I have to reboot my phone no less than 5 times (seriously, they tried to tell me rebooting 5 times is different than rebooting once)

Here is the situation:
The dell voice service works fine on a hardware SIP adaptor OR on the native SIP app on the Galaxy Nexus (v4.04)
Neither the Android or the PC Dell voice app's work with my PAID account. However, I have signed up with a new (free) account they both work fine with this new account.

This tells me there is no "router" or "phone" issue but rather an issue with my PAID account. It was working when I first paid and now it doesn't.
The Android Dell voice app errors immediately with "Fongo connection failed - click to retry" while the PC version says "no connection to the server" and no phone reps seem to be willing to help me.

[Jake]

I know this might sound silly, but when you paid for the config file, did you change the password in the Desktop app and on your cell phone app?

When you buy the config file the password changes.

[Jerkson]

I know this might sound silly, but when you paid for the config file, did you change the password in the Desktop app and on your cell phone app?

When you buy the config file the password changes.

Actually, the password you get when you buy the config file is not the password you use to sign into dell voice using your email. Just like your username for dell voice doesnt suddenly become your phone number as listed in the SIP config. The phone#/password combo they send you in the SIP config is just for that: SIP.

Your email address and original password are still your login credentials (and they work) for the dell voice apps.

IT authenticates me fine in the apps, but then fails to connect to fongo

[Jake]

I know this might sound silly, but when you paid for the config file, did you change the password in the Desktop app and on your cell phone app?

When you buy the config file the password changes.

Actually, the password you get when you buy the config file is not the password you use to sign into dell voice using your email. Just like your username for dell voice doesnt suddenly become your phone number as listed in the SIP config. The phone#/password combo they send you in the SIP config is just for that: SIP.

Your email address and original password are still your login credentials (and they work) for the dell voice apps.

IT authenticates me fine in the apps, but then fails to connect to fongo

That's true ignore me

Have you tried rebooting 5 times?

[FONGO_mike]

B) A tech rep who tells me the problem is my fault, my router's fault or that I have to reboot my phone no less than 5 times (seriously, they tried to tell me rebooting 5 times is different than rebooting once)

Do you remember when you called and the name of the agent you spoke to? (If so, can you please PM me the information, along with the number that you called from? We would like to look into this call)

[TheHardy]

But the underlying question remains --- have you rebooted 5x yet ... And was it 5 in a row, or spread out? Were you standing on one leg with the easternmost leg in the air, while pointing your nose DIRECTLY south at the time? If not, you will need to reinitialize the procedure at the next BLUE MOON PHASE and try again ...

[Jerkson]

B) A tech rep who tells me the problem is my fault, my router's fault or that I have to reboot my phone no less than 5 times (seriously, they tried to tell me rebooting 5 times is different than rebooting once)

Do you remember when you called and the name of the agent you spoke to? (If so, can you please PM me the information, along with the number that you called from? We would like to look into this call)

You have a PM

But the underlying question remains --- have you rebooted 5x yet ... And was it 5 in a row, or spread out? Were you standing on one leg with the easternmost leg in the air, while pointing your nose DIRECTLY south at the time? If not, you will need to reinitialize the procedure at the next BLUE MOON PHASE and try again ...

LOL! Yes, it had to be 5 times in quick succession, I didn't have a compass on hand so my bearing of "south" could have been off and only having 1 leg makes my choice of leg-to-stand-on impossible
I even explicitly asked (as if I didn't know the answer) if 5 times really made a difference as opposed to 1. He kindly assured me it did.

[Jerkson]

Yesterday I spoke with a girl who was much MUCH more helpful.
She confirmed on her end that she could not connect to the server on the dell voice PC application under my paid account, but could under my free account.

So this rules out issues with my pc, my router etc as she couldnt get it to work either.

Now at least I have a case # and I have been told I will get an email in 48 hrs with an update on my ticket. Time will tell..

[TheHardy]

Yesterday I spoke with a girl who was much MUCH more helpful.
She confirmed on her end that she could not connect to the server on the dell voice PC application under my paid account, but could under my free account.

So this rules out issues with my pc, my router etc as she couldnt get it to work either.

Now at least I have a case # and I have been told I will get an email in 48 hrs with an update on my ticket. Time will tell..

Glad you got a more helpful rep. FYI, even though Steve (and others) can track down WHO you talked to by the time/date of your call, it never hurts to ask the rep their name and note it down, just in case you have to escalate the problem.

Hopefully it won't be long to get things resolved. At least a case number makes things a little more traceable!!!

[FONGO_mike]

Yesterday I spoke with a girl who was much MUCH more helpful.
She confirmed on her end that she could not connect to the server on the dell voice PC application under my paid account, but could under my free account.

So this rules out issues with my pc, my router etc as she couldnt get it to work either.

Now at least I have a case # and I have been told I will get an email in 48 hrs with an update on my ticket. Time will tell..

Can you PM me your number? I can try and take a look at it. (Might help get it done a little quicker)