No ringback tone after ported

[mark2]

After ported my home phone on Monday, when the callers calling me, they do not hear any ringback tone.
Any idea?

[FONGO_mike]

Hi mark2,

Can you please provide us with a little more information please? Such as: Are you using the softphone or an ATA? If using an ATA, have you updated the number in the configuration yet? Have you received the confirmation e-mail stating that the number porting has been completed?

[mark2]

Hi Mike,
I am using the ATA. Before porting, everything works fine.

Yes, I have received the confirmation email stated the porting has been completed. I also updated the number in configuration.

I have tried the below:

1) Both ATA and softphone has the same issue
2) Called the number using VOIP phone, I can hear the ringback tone but when call from the regular phone, there is no ringback tone

Thanks

[FONGO_mike]

Are you using Dell Voice? If so, please reboot the ATA device and try. The softphone, if using the ATA and VoIP unlock key will not function as it has changed the way the calls hit our system form your account.

Can you please PM your number? (include a link to this thread)

[mark2]

Thanks, Mike.

No, I am not using Dell Voice.
OK, will PM my number to you.

[Fon]

I'm having the same issue. I got my number ported from Bell two weeks ago. Everything works fine...I can recieve and send calls. The only problem is people are not hearing a dial tone when calling my number. People calling from another Freephoneline number don't have this issue...only non SIP numbers don't hear a dial-tone. I called customer support and they suggested that i enable UDP port forwarding. This didn't help. I used three different ATAs with no difference. I called my ISP and ensured they don't block any ports. I'm running out of ideas...please help.

[TheHardy]

After ported my home phone on Monday, when the callers calling me, they do not hear any ringback tone.
Any idea?

Clarifying --- do you mean a CUSTOM ring-back tone like some mobile providers offer, or any kind of ringing tone indicating that your line is being tried??

I am not sure that Fongo supports "custom ringback tones" if that is what you are after, as these are carrier-dependent, and are offered by various mobile providers as an option; if however you mean that your callers are not hearing any kind of ringing tones whatsoever while the call is being set up and your device is ringing to INDICATE that it is an active call, then that is something completely different and what Fongo staff would be able to help you with.

[ace862]

I am experiencing the same issue. I'm using Fongo Home Phone with the HT701 ATA. I ported my number from Cogeco. When I call my home phone from an outside line (I've had it happen using a land line and cell phone) there is nothing but silence until the call is answered. I can see in the configuration that there are values set for a ringback tone. Might there be a setting that's been missed?

[totoro]

I am having the same issue. I also ported a bell number almost two weeks ago. everything else is fine. please let us know if someone finds a solution to this.

[mark2]

No, not the CUSTOM ring-back tone.

Below is what I meant:
"your callers are not hearing any kind of ringing tones whatsoever while the call is being set up and your device is ringing to INDICATE that it is an active call, then that is something completely different and what Fongo staff would be able to help you with"

I was told that it's the porting process issue with Fongo.
But until now, the issue is not resolved yet.

[Bent]

I'm having the same problem, I port my number from Bell last Friday, when calling my # from any phones whether is cell, landline or voip the caller won't hear any ringback tone, so they assume the line is down and hangup. My ATA is OBi110, router is D-Link DIR-628, the problem is not from the router, I connect the ATA directly to the Modem and experiencing the same problem.

[TheHardy]

No, not the CUSTOM ring-back tone.

Below is what I meant:
"your callers are not hearing any kind of ringing tones whatsoever while the call is being set up and your device is ringing to INDICATE that it is an active call, then that is something completely different and what Fongo staff would be able to help you with"

I was told that it's the porting process issue with Fongo.
But until now, the issue is not resolved yet.

Thanks for the clarification on that Mark2 ... I just wanted to make sure we were talking about the same thing. This does appear to be an ongoing and spreading problem.

May I ask as to who told you it was a porting issue? Was that Fongo staff? This is news to me that it would be, so it must be something relatively new that has popped up recently then. Note that I am not a port customer, so I have no first hand experience on this matter myself, but am just trying to help troubleshoot and resolve things in my non-Fongo capacity....

[mark2]

Yes, it's Fongo staff. They are still looking into the issue.

[EyeofTiger]

I am having this same problem for the past week. THere is no ring when people outside dial my number. It is just silence. Has anyone found a solution to this? Is there anything in the configuration that can be done.

[Bent]

I found a temporary work around, to avoid missing calls when the caller hang up thinking the line is dead, forward your # to another phone using the "follow me" option and select the "simultaneous" ring mode, when calls come in, both phones ring, you can choose to answer with either phone and the caller won't notice the difference.

[TheHardy]

Okay ... thanks, in case one of them does not post back to here, could you share what they come up with when it is diagnosed (and hopefully solved!!!) ?

[FONGO_mike]

This is currently a known issue that we are working on to get resolved as quick as possible. I can not comment at this time on the time frame for when this issue is expected to be resolved.

One work around at the moment that can be used is to set your "follow me" settings to "simultaneous" and have it ring on multiple lines at once. If i am not mistaken, this will notify you at multiple sources and may create a ring back for the caller.

This has been tested and proven to work. You will want to make sure that you are not forwarding to another Fongo/DV/FPL number or it will not work.

[anthan]

I am having the exact same issue, and I just ported my number recently from Rogers. Everything was working fine before the phone number porting. Mike let me know if you want my phone number to take a look at the account

[rlongfield]

I too am having the same problem. The work around did create a ringback for callers but it's not a good/real solution. I tested my setup for 2 weeks before I ported my number. Everything was great and now I'm experiencing numerous issues. No ringback, no caller ID and a constantly flashing callerID light on my phone.

[TheHardy]

The follow-me simultaneous sounds like a band-aid solution without addressing the problem, much the same as "Do not upgrade your Java if you wish your softphone keypad to work" issue.

Honestly Fongo ... this is BUSH-LEAGUE ... it comes across that you should be having "Vince Offer" pitch a Sham-wow, Slap-chop or something on a 3am infomercial ...

BUSH LEAGUE solutions to known problems.

Just step up and fix this crap already! I am honestly getting frustrated. I have been very patient with the free service and the fairly good forum support, but enough is enough already -- acknowledge the problems and get some real solutions in the pipeline to address them, rather than ignoring them or coming up with baling wire and chewing gum work arounds!!!!!

[rlongfield]

I am experiencing the same problem. I setup the Follow Me Hack and now incomming calls are getting a ringback now. Certainly not a good solution or a long term one but at least people know that the phone number is indeed working. We haven't been with FPL for 2 yet and already we are experiencing huge problems.

[FONGO_mike]

We have implemented a change that should now have this issue resolved. We have tested on our end and are now receiving a ring back tone when calling.

A power cycle of your ATA/router or logging off and re-opening your softphone may be required.