Cannot receive calls - insufficient account balance

[dipster]

Outgoing calls work perfectly.
Incoming callers all get the same message. "Your account balance is insufficient to place the call".
from both cell phones and landlines (both having access to making long distance calls).

New setup - Grandstream HT701 on Linksys E1200

[Jake]

That sounds like the account was not set up right. It has come up a few times before.

The only thing I can suggest is you PM fongo_steve and/or fongo_mike with your number and a link to this thread. Hopefully one of them will look into your account for you.

You could try calling into a CSR in the morning, but I don't think you will get much joy even if you do get through to someone.

[dipster]

Thx for the suggestions... Alex.

[beatle0974]

Outgoing calls work perfectly.
Incoming callers all get the same message. "Your account balance is insufficient to place the call".
from both cell phones and landlines (both having access to making long distance calls).

New setup - Grandstream HT701 on Linksys E1200

Have you had any success with this? I have the exact same issue. Signed up for an Ottawa number on the 1st of November, didn't buy the ATA unlock yet, just using software. But I can't receive calls, and get the same message.

[dipster]

No. i have been emailing Fongo_Mike with no success. he has indicated that this is not a message from FPL. Im really not sure what to do. i dont believe this is a configuration problem. i agree with Jake that it is likely an account issue. im going to try calling ...

[FONGO_mike]

Have you tried removing the router?

[dipster]

No, i'll try that as soon as i get home. thx for the suggestion.
Alex.

[Jake]

No. i have been emailing Fongo_Mike with no success. he has indicated that this is not a message from FPL. Im really not sure what to do. i dont believe this is a configuration problem. i agree with Jake that it is likely an account issue. im going to try calling ...

Does anything show in your online call logs? This way you would know if the call was hitting your account or not.

I assume you have tried this from different telcos. You said you have tried from landline and mobile, but are they from different companies? Have you asked others to try and call the number?

If you want to PM me your number I can try calling with various providers from here if you like. I'm sure this has been an account issue before, but it could be anything really.

Check your online logs and try calling from different phones. Even try a local payphone.

[dipster]

hi Jake, thx again.
i have tried from Bell, Rogers, Dell Voice, IP Phone at Work, Skype, FPL (a friend that is an FPL customer).

I'll check the logs tonight and plug it in to the cable modem directly... if my router is the problem, do you know what needs to be changed in the settings?
thx.

[Jake]

You probably don't want to leave your number here, you will get all the crazies calling - if they can get through that is

Mike, I just called that number from my FPL line and it kicks straight into that message - no ringing or anything. It is definitely a Fongo message as I doubt you are using any other company to route the call from FPL to FPL. Try calling it yourself and see what happens.

[beatle0974]

I get the same message as Dipster, not using an ATA device though. I'm also in the 343 area code, and I think I may have signed up around the same time (I think I signed up on the 2nd.) I hope this can help someone figure out the mystery.

[FONGO_mike]

I have escalated this issue internally.

[dipster]

Hi, i checked my logs and there is no record of incoming calls. The message comes up instantly so i dont believe it is even hitting my network... Mike: thx for escalating.... Alex.
Jake: i tried several different telco companies.. Bell, Rogers, Telus, FPL, etc... all with same result - immediate message saying "Your account balance is insufficient... "
BTW: thx for heads up on the phone #, i removed it from my posting... im porting over my Bell # anyway ...

[beatle0974]

Hey Dipster, have you had any luck with your line? I'm tempted to delete my account and re-signup. I guess you can't at this point, since you bought the SIP information.

[dipster]

Hi, i have not heard back. i tried everything that has been suggested and the result is always the same. i called Freephoneline and they said that the number rings from their end and there is nothing else to do...
Im waiting on MIke to see if his escalation produces anything... very frustrating since i signed up on October 30th and still have been able to receive a call on that number. this seems like a definite account problem and NOT a config/hardware problem.

[ericp3371]

Hey all,

It appears that this is a big problem for Ottawa 343 numbers. Add me to the list of new subscribers with this problem. Just registered as a new user/account, in the east end of Ottawa (Gloucester North district), so I'm well within metro-Ottawa (10 minutes from downtown), but my new 343 number has the same problem with all incoming calls from all different carriers. The message is defininitely from Fongo/freephonline.ca, since it's the same recording despite carriers, and I've tried running it from my DSL connection at home and my Rogers 3G WAN connection. In other words, I've exhausted all other possible causes, as it appears all of you did too. I don't understand why Fongo isn't fixing this problem. I was all ready to purchase a VOIP key and long distance credits too.

The only thing I can think of is that my area code (K1B prefix) is coming up as Gloucester, and someone stupidly programmed the system to think that Gloucester is outside the Ottawa/Gatineau region. If that's the case, than that's frigging hillarious considering where in the city Gloucester is actually located (it's a twenty minute bicycle ride from my house to the byward market, which is in the heart of downtown Ottawa).

Cheers all.

[FONGO_mike]

We are still working on this issue. I do not have an update just yet, but believe we are getting closer to a resolution.

[ericp3371]

Thanks Mike,

Sorry if I sounded a little frustrated, I was just a bit disappointed as I was all ready to set up my new VOIP phone system. Got everything ready, the modem, the line drop to the distribution block, the cat5 drop from the modem to my router, etc. All I'm waiting is for the service to work, and then I'll get the VOIP key and LD credits so I can activate my home phone service.

Cheers

[dipster]

i no longer have this issue as my home phone number was ported over...
since then, incoming calls work...

[ericp3371]

Number still not working (still not receiving incoming calls). I've deleted my account, and I'll try reopening another account. I have a hunch it might have to do with the postal code being registered as Gloucester instead of Ottawa, as per my previous posts, even though Gloucester is very near downtown Ottawa. So for my new account, I'll try using my office address, which the postal code comes up as Ottawa, to see if that makes a difference. If it does, then my hunch is probably right. If not, then I'll probably just go with MagicJack Plus instead.

[Jake]

I very much doubt it has anything to do with your address. I think it is more to do with the 343 number exchange. My sister in law lives in Gloucester and her line works fine there, although she does have a 613 number.

I'm surprised this has not been fixed, or at least an update given. It must be pretty easy to track down as to replicate it all you have to do is call the number.

Mike/Steve, is there any update on this?

[ericp3371]

@ Jake: Hey Jake, you're right. I tried creating a new account using my office address (with a K1K / Ottawa postal code), and I still had the same problem. So you're probably right about it being a 343 area code problem too, since my new account has a different number but 343 area code again, and I still get the same problem. I can't believe they still haven't fixed this either. I know there's lots of available 613 numbers still, so I wonder why we can't get a 613 number instead. Other VOIP providers give the option of 613 or 343, and funny enough, I happen to know that their 343 numbers work fine. I'm probably just going to go with MagicJack Plus, since they're equally inexpensive and their system works well. Especially since it seems that Freephoneline.ca isn't in a real rush to fix this problem (no news posted in this forum, and it's been a while now that this problem has been ongoing).

[FONGO_mike]

The insufficient funds on inbound calls issue is now fixed. Please let us know if you are still haivng this issue.

[ericp3371]

Thanks for finally fixing the 343 area code's incoming call problem. However, I am now experiencing a new problem, where callers from cell phones cannot connect. I tried calling from my cell phone, and on my cell phone I hear no ring tone, no noise, nothing. It's just dead air for about 15 seconds, then it goes to a fast busy signal, which means that the carrier (Rogers) cannot connect to the number. At the other end (my freephoneline.ca pc app, running on Windows Vista), there is no trace of the call whatsoever, which is what I expected as it seems that Rogers is unable to route the call.

Note that I am currently using a Rogers Mobile internet connection (a Rogers Rocketstick USB modem connected to a Cradlepoint CTR-500 mobile router, which is dropped (as a WAN modem) to my D-Link Wi-Fi router. My usual DSL connection is offline for a week or so, so I'm using my Rogers mobile service temporarily as my home service. However, everything else works fine. My home network works fine (my D-Link is the host controller issuing out the ip addresses, and the Cradlepoint's DHCP is disabled, and is setup to DMZ the internet stream directly to the D-Link router via 10/100 (wired) connection). Internet works fine across the entire network, and I can Skype, MSN, download, surf, etc. from all computers/tablets/etc. on my lan.

Also, the Rogers mobile connection is on a completely separate account than my cell phone, so it's not an issue where Rogers is blocking two connections from the same SIM or something odd like that, and I should also note that I can call out to my cell phone from my freephoneline.ca app just fine. I just can't call in from my cell phone.

See the last post in the forum topic that is linked below... it is another user who is experiencing the same problem...

http://forum.fongo.com/viewtopic.php?f= ... all#p37318