Please help, Freephoneline incoming calls go to voicemail

[candyQ]

Hi,
It's been a week my Freephoneline account cannot receive incoming calls, they all go into the voicemail (outgoing calls are fine though).

Tried run the PC desktop app, no luck ( although account page showing "connected, Fongo/Desktop 3.2.7.0").
Tried use an ATA, no luck (although account page showing "connected, Linksys/SPAxxxx").
Tried use an PBX, no luck (although account page showing "connected, PBX").
...all calls still go to voicemail.

The worse thing is I submitted a support ticket, got a reply "We do not provide customer support for Freephoneline Desktop... ", the next day submitted a second ticket, not even getting any respond (Request #106877).... Does that mean I start annoying them?

Can Freephoneline forum staffs help get rid of the problem? I appreciate your help.

BTW, I have purchased the Voip unlock key almost 3 years ago and haven't had any problems before.

Thanks.
(Request #106877)

[Jake]

Unfortunately there is no free support from Fongo with regards to the unlock key, which is why you got the automated response. If you did get a ticket number then you can try sending a PM to Fongo Support on this forum and see if they will look into it for you. As I said, there is no 'free' support for unlock key customers so you might not get the answer you hope for. You can choose the paid support option (which is refunded if the fault is found their end) on the same page that you created the other ticket.

I can suggest one thing though, check in your online account and see if you have call forwarding enabled. If you have tried to forward the call to a none free number (or you don't have enough World Credits), than I believe it sends it to voicemail instead.

Normally I would suggest you check to see if you have accidentally set up DND, Call Forwarding, etc in the ATA; as you have tried different devices this really negates that. Unless you have left your ATA plugged in while also setting it up on the other devices, in which case you might want to go through the star codes to switch off the DND, Call Forwarding, etc that might stop the ATA from accepting the call.

[candyQ]

Unfortunately there is no free support from Fongo with regards to the unlock key, which is why you got the automated response. If you did get a ticket number then you can try sending a PM to Fongo Support on this forum and see if they will look into it for you. As I said, there is no 'free' support for unlock key customers so you might not get the answer you hope for. You can choose the paid support option (which is refunded if the fault is found their end) on the same page that you created the other ticket.

I can suggest one thing though, check in your online account and see if you have call forwarding enabled. If you have tried to forward the call to a none free number (or you don't have enough World Credits), than I believe it sends it to voicemail instead.

Normally I would suggest you check to see if you have accidentally set up DND, Call Forwarding, etc in the ATA; as you have tried different devices this really negates that. Unless you have left your ATA plugged in while also setting it up on the other devices, in which case you might want to go through the star codes to switch off the DND, Call Forwarding, etc that might stop the ATA from accepting the call.

Thanks forum staff, it works again this morning!

Thanks Jake for your reply. I understand what you are saying. This time even my desktop app connection is having issues, of which I think only freephoneline staffs can find the cause.

And I guess this issue doesn't count whether I'm a free user or paid user right? on the other words, once the desktop app issue is fixed and cleared, I'll take care of my own devices if they still have problems.

This morning the desktop app issue was fixed, at the same time I tested my devices, they are working again like magic. So I believe Freephoneline staffs' help is a key solution. Thanks to them : )

[Jake]

Glad to hear it!

Thank you for updating the thread.