Support Request

[4sb8]

Hi,
I have been a very happy user of freephoneline.ca for years now, so much so, that I keep recommending them/you to family and friends. My parents who live in Burlington have switched from Cogeco a while back now (I think about a year or so), although they have been concerned at the beginning. Overall they have had a pretty good experience with any downtime in service lasting only a couple of minutes, but this weekend the service went down. It was down longer than usual but eventually came back yesterday I believe for a short time.

After being up for a bit, it went down and still has not returned. They have two different ATA boxes (both configured identically to make sure it's not the box that's a problem) and neither one of them works.

I apologize if this is not the best way to ask for support but I was unable to see how to do so officially. The closest I came to seeing is this description here:
"Customer Support Inquiries:
Please refer to our online support at support.fongo.com or search our Fongo User Forum for thousands of answers to specific questions before submitting a support ticket."
....but nowhere does it state how to submit a support ticket.

Please let me know if I need to provide more details as I feel hesitant to do that on a public forum. They are an old couple (nearly 80 years old), with English as a second language.

Any help is greatly appreciated.

Stevan

[sinister.groupon]

While I wouldn't give out any account or phone information, can you provide more details about what you mean wrt 'going down'? Hardware information would be good too.

[Fongo Support]

Hi,

Not sure if you saw this post below:

http://forum.fongo.com/viewtopic.php?f=10&t=17780

regards,

[Mango]

After being up for a bit, it went down and still has not returned.

Try to change your ATA's SIP Port and see if that solves the problem. For some more specific advice, please tell us what hardware they are using (ATA, router, and modem if not in bridge mode) and give us some more details about the symptoms.

As always, make sure your VoIP equipment is configured as per the official guide: http://forum.fongo.com/viewforum.php?f=15