unable to call a previous free city number

[sskiealive]

I have recently recieved my Fongo Home phone, and I'm pleased with the reception quality and ease of installation. However, now I am recieving a message stating "this call is not covered by your Terrus plan" when attempting to make outgoing calls. I have called the same number previously to Vancouver and New Westminster, BC prior without complecations. But now, I am unable to, why?

[Jake]

Can you post the first 6 numbers of the calls you are trying to make. That will help.

What does the rate lookup tool on this page tell you the cost is? http://www.freephoneline.ca/ldServices
(when you do the lookup, make sure you put a 1 in front of the number)

[TheHardy]

I have recently recieved my Fongo Home phone, and I'm pleased with the reception quality and ease of installation. However, now I am recieving a message stating "this call is not covered by your Terrus plan" when attempting to make outgoing calls. I have called the same number previously to Vancouver and New Westminster, BC prior without complecations. But now, I am unable to, why?

I am out from BC area ... as jake suggested, let us know the first 6D of the number (604-xxx / 778-xxx) and we can try to assist you. I have not noticed that there have been any calling area reductions in the Metro Vancouver area, only additions.

Lions Bay to Abbotsford/Mission is covered, CHILLIWACK is not, then Hope is again .... Northward, Squamish and Brittannia Beach are covered, WHISTLER is not ...

Let us know some information and we can try to assist you ...

BTW: it is TARIFF .... not terrus ...

[FONGO_mike]

Can you post the first 6 numbers of the calls you are trying to make. That will help.

What does the rate lookup tool on this page tell you the cost is? http://www.freephoneline.ca/ldServices
(when you do the lookup, make sure you put a 1 in front of the number)

Not the first six attempted calls, just the first 6 digits of the actual phone number, ex:

519-789-xxxx
226-789-xxxx
514-457-xxxx

[sskiealive]

Thanks everyone for your support. I called the fongo support team, and they got things working. Appearently, something was preventing me from making out going calls. But it's all good now.

THANKS FONGO - GREAT SERVICE!

however, I still can't seem to figure out how to log onto my account. My homephone modem is flashing, and I know there is a message waiting. (I originally had it set to max rings, so my home answering machine could take messages - thus, didn't memorize any passwords to retrive messages.) But somehow, when the home phone problem was mended, I'm suspecting the number of rings was resset. And now, I can't seem to access my account to change it!

When I log on, the system thinks I am a new user, and thus, is requesting me to "open an account". I already have one - a Fongo Home phone, with modem, but somehow, I cant seem to find it when I long on! lol.

[TheHardy]

Log into the account as in the web interface? You need your password and the email address that you used to sign up. As long as you have that email address, you can click FORGOT password, and it will email it back to you ...

For checking messages, retrieving voicemail, once you can log into your account (as above), you can change your 4-digit code too ...

When asked to input your account number, it is 1+ ... so 11D in total ...

Does this help resolve this issue?

[sskiealive]

I can log in using my email address that I have used since the beginning. However, I must have messed something up, because, the system thinks I am a new user, and thus, is requesting that I choose an apps. In the past, I attempted filling in my Fongo Home phone number under the contact number, with hopes of it directing me to my account. Unfortunetly, it states that I cannot use a fongo number. So I tried another number, and it accepted it, however, I discovered that I was openning a new account. I aborted the process, and since that, I can no longer find my original account - just the one I started to "enroll" with.

I got in once, and made some changes, like a password that I can remember, and maxed out the number of rings. I even made a copy of my calling log! But now, I can't seem to recall how I got logged in! lol

[Jake]

I would contact support again and ask tell them what you have said here. It either sounds like you have managed to set up two accounts, or your account has not been set up properly. The fact that you had problems calling may suggest something did not complete properly on your account.

Call them up and see if you can get them to tell you what the email account is connected to the phone number you have (I assume you know your number ). If they are worried about security ask them to call you, or I suspect the fact you are calling from that number should be enough for them to know that the number is actually yours. Once you have the correct login email address you should be able to reset your password online if you can't remember it.

But get them to double check that everything is right on your account first.

[TheHardy]

Jake is right in his assessment of your updated situation - it almost seems like the 2 may somehow be crosswired. A quick call into customer support with the appropriate info should be able to get you resolved and on your way. Not quite sure how it happened ... was there a NUMBER PORT involved, or did you simply get a new number?

Either way, CS should be able to get you going.