[Resolved] No voicemail and Error Updating voicemail

[james18]

Hello: Greetings to all. I have a couple situations that I like to seek the expertise of this forum:

1) I had my phone set on 5 rings before having the voicemail to kick in. All settings and systems stayed the same. No changes. But, it is no longer doing that. My phone would ring 8 or 9 times and then a message would come up asking for my remote access code.

2) For testing, I tried to change the rings through “https://www.freephoneline.ca/login”. Upon submitting, the system indicated an error message "Error updating Voicemail Password Settings". And, when having the cursor over this message, another "javascript: unblockPage()" message came up at the lower left of the screen.

See attached screen copies for reference. So far, I have tried using different computers with different OS (XP prof, Win 10 Home and Win 10 Prof) to update to no avail, same error message.

Other than the activation of voicemail, the line is working normally. Also, my ATA is Linksys PAP2T.

Thank you. Please advise. Best regards.

[Liptonbrisk]

Try a different web browser. I can't reproduce that browser error on 4 different FPL accounts.

If you can't fix the problem, submit a ticket: https://support.fongo.com/hc/en-us/requests/new
Choose "My account inquiry" for the final issue type.

[james18]

Thanks for verifying with your FPL accts.

Taken your suggestion, I tried to update using IE, Edge, Avast Browser, Firefox & Chrome. Unfortunately, same error message came up.

Thinking the problem may be internal, I then unhooked my cordless phones. Using only hard wired phone, a few trial calls after about 10 rings, were successfully forwarded to voicemail. I will try every now and then in the next couple days to see if the hard wired set up would be stable or not.

As to my "old" 5 rings voicemail set up, the system (internal or/and external) is still ignoring it. Calls are ringing about 10 times and still unable to update.

Any other suggestions will be helpful. Best regards.

[Liptonbrisk]

Submit a ticket. Refer to my original response for the link. Support staff does not work on weekends, and due to the pandemic, there's a delay in ticket response times: https://status.fongo.com/.

I don't believe the issue is related to your phones or your ATA. Neither can affect freephoneline web page errors. Something running on your PCs might, but I think this is unlikely given that the error coincides with your voicemail not answering until the 9th ring, suddenly. If you can, try using cellular data (not Wi-Fi) from a smartphone browser to login at https://www.freephoneline.ca/voicemailSettings

If the same problem occurs, submit a ticket.

I would submit a ticket regardless.

[james18]

Thanks. Tried data. Same error message. Will touch base with support. Best regards.

[Liptonbrisk]

Thanks. Tried data. Same error message.

Hopefully, they will eventually fix the problem.

[SteveFree]

I keep getting the same message.

Error updating Voicemail Password Settings

[Liptonbrisk]

Submit a ticket: https://support.fongo.com/hc/en-us/requests/new

Please note that support staff does not work weekends, and there's a delay responding to tickets due to the pandemic.

[james18]

Update:

Submitted (Feb 22) a ticket for support on issue type "FPL -> Pay Per Incident Support" and with one follow up email to FPL. Other than the initial auto replay stating “An agent will contact you soon to discuss your request”, no one from FPL called nor emailed received for the week’s working days passed. Hoping it will come soon.

[Liptonbrisk]

Update:

Submitted (Feb 22) a ticket for support on issue type "FPL -> Pay Per Incident Support" and with one follow up email to FPL. Other than the initial auto replay stating “An agent will contact you soon to discuss your request”, no one from FPL called nor emailed received for the week’s working days passed. Hoping it will come soon.

In my first response in this thread, I instructed to select "my account inquiry" for the final issue type.
viewtopic.php?f=8&t=20124#p78670

The option you chose is for people who want to pay $50 because the problem is on their end: https://support.freephoneline.ca/hc/en- ... al-Support.

[james18]

I selected the "pay per incident" because mine is a FPL. I was thinking the "my account inquiry" is for Fongo Home phone only.

Thanks. I will submit an enquiry again. Best regards.

[yzhou]

I also have this Error Updating Voicemail Passwords for one of my accounts. Did any of you solve the problem? Thanks.

[Liptonbrisk]

You’ll need to submit a ticket: https://support.fongo.com/hc/en-us/requests/new

I did reach out over the weekend, but there’s been no response yet.

[yzhou]

Thank you. I submitted an ticket, but don't know how long it would take them to respond.

[yzhou]

I submitted the ticket and received an automatic reply that lists some common F&Q. I am not sure that was the response from the support or I need to wait for a few day to receive the actual answer:)

[Liptonbrisk]

That's just an automated response.

You need to wait, but I have no idea for how long or even if you'll receive any response.

It appears that some accounts are affected.

Due to the pandemic, I would at least wait another week for a response. If none is provided, and if you feel you are being significantly affected, look into the escalation process: https://support.fongo.com/hc/en-us/arti ... -Complaint.

[Liptonbrisk]

I received an update:

"This seemed to only affect new accounts that never had call forwarding configured since migration of the calling platform in 2020. The web team has applied a fix on the website to allow the setting to update."

This issue should be resolved now. Please check. Thank you

[james18]

Thanks for assisting. Yes, just checked. The updating issue is resolved and voicemail kicked in.

--------

As a side issue: Not sure if it is proper to discuss it (not accepting password for voicemail retrieval in dialing *98) here? Please advise.

A week ago, within this Voicemail subject matter, I asked “My Acct Enquiry” as “Other Observations” with my Voicemail, in dialing “ *98 ” for voicemail message retrieval, I am still waiting for a reply.

I have using FPL for about 10 years: in the past, I just dial *98 to retrieve voicemail messages. Now after I dial *98, it is asking for my voicemail password and press pound. But as I followed the instruction, it is NOT accepting my password even as I updated it (the password).

Best regards.

[james18]

I found the solution to part 1 of 2 of the non-voicemail retrieval problem.

1) Requesting password for local access. Solution – set “use password for” -> “remote access only”. Local access problem Solved.
2) Not accepting password? No idea why this happened but it is more or less a non-issue.

Thanks again for assisting. Best regards.

[Liptonbrisk]

Try the DTMF test here with the Toronto or Vancouver numbers: http://thetestcall.blogspot.com/2012/08 ... mbers.html.
Ensure all digits for the corresponding buttons you press are read back to you.

I suspect testing my accounts will be useless since they weren’t affected (I’ve also been a user for over 10 years), but I would try changing your voicemail password again, saving it, and then seeing if it works. That does matter for remote access. You may have stumbled upon another bug that’s affecting some accounts after migration.

https://support.freephoneline.ca/hc/en- ... l-remotely

Edit: I tested one of my FPL accounts. Remote access password works.

Anyway, if your remote access voicemail password doesn’t work, I would report the problem in a ticket. You may have discovered another bug that's affecting the same accounts that needs to be reported.

[james18]

Good morning. Thanks for reminding the DTMF elements.

I had it on “No and InBand” because at one point in time in the past, I was hearing sounds (see below toao.net link).

Reset the DTMFs. Problem resolved.

Best regards.
-----------
https://toao.net/25-linksys-ata-configuration

“To solve you hearing sounds as if the other party had pressed a digit, try to set DTMF Process INFO and DTMF Process AVT to No.

To solve the other party hearing sounds as if you had pressed a digit, set DTMF Tx Method to InBand.”
===========

[Liptonbrisk]

I had it on “No and InBand” because at one point in time in the past, I was hearing sounds

You’re describing DTMF Talk-Off.

Thank you for confirming the issue is resolved.

[james18]

At one point in time, to resolve "hearing unwanted sounds" over a conversation, as per mentioned link, I set DTMF Process INFO, DTMF Process AVT to No and DTMF Tx Method to InBand.

Given what took place, obviously these settings solved one problem but created another. Best regards.

[Liptonbrisk]

"unwanted sounds"

That's called DTMF Talkoff. It's usually triggered by someone with a high pitched voice or by high pitched sounds.

Depending on your needs, you could try this: in your ATA (admin and advanced settings), navigate to Regional-->Miscellaneous. Change DTMF Playback Level to something very low, such as -90 (or whatever the lowest value is that the ATA accepts).That should make DTMF sounds from incoming audio extremely quiet or inaudible. Instead of hearing a beep, you'll hear silence or a gap in the audio since the audible portion is being replaced by silence.
But if you have any device connected to your PAP2 that needs to be accessed or controlled remotely using DTMF tones, such as a physical answering machine, you won't be able to do it.

That setting would affect incoming beeping.

DTMF Process INFO, DTMF Process AVT to No

That affects incoming DTMF Talkoff, which you could leave set to No, with the understanding that attached devices to the PAP2 that need to be controlled by DTMF won't function properly.
That's probably better than replacing occasional beep noises with silence, actually. You can probably leave those settings at “No” if you only have telephones attached to your PAP2.

DTMF Tx Method to InBand

That affects outbound DTMF talkoff. And that's the setting causing the problem with FPL's voicemail when dialed from your PAP2. That setting affects devices or services that you're calling (outbound).

Given what took place, obviously these settings solved one problem but created another .

Yes, changing DTMF Tx Method did.

[james18]

Thank you. Very much appreciated. Best regards.