New HT-801 ATA not configured by Fongo's provisioning server yet?

[LorraineLeger]

Team: I hope someone can action a support case that I have opened. It appears that the ATA that I recieved does not actually have a credetial config in it. No servers, no userid, The phone number associated with it is **** (number deleted by LiptonBrisk) so if you are a fongo home phone tech support you should be able to find the tickets and info. Can you please email to the account email on file the config so I can try to fix this. An offer for a tech remote session was made, but the tech did not contact me at the offered time. I understand your tech queue may be busy, but so far I have not been able to get the service working.

Thank you.

[Liptonbrisk]

I've edited out your phone number for privacy reasons (also, posting your phone number online is a great way to have your phone number added to spam lists).



Hello,

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.

The ATA is supposed to be provisioned or configured by Fongo's provisioning server automatically. Installation instructions are located at https://support.fongo.com/hc/en-us/arti ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.



Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new.

You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Home Phone account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Home Phone
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obliged to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

Visit https://support.fongo.com/hc/en-us/arti ... -Complaint
for information on ticket escalation. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

[eep-help]

I switched from VoipMuch to Fongo Home Phone with the Grandstream HT-801. The blue lights are on for "power" and "internet", but the "phone" blue light is off. I get a dial tone when I pick-up the phone ; but all incoming calls go directly to voicemail, and all outbound calls go to fast busy. I tried unplugging, and also the factor reset button on the Grandstream, but no improvement.

Teksavvy confirmed they are not blocking the Voip Fongo service.

I opened a support ticket with Fongo 2 days ago, without response.

Any suggestions on how to fix?

[Liptonbrisk]

Hello,

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.

The ATA is supposed to be provisioned or configured by Fongo's provisioning server automatically. Installation instructions are located at https://support.fongo.com/hc/en-us/arti ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.



Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week (or longer).


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new

You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Home Phone account or
any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Home Phone
account. Again, these two accounts are unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obliged to respond
on the these user-to-user forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

Visit https://support.fongo.com/hc/en-us/arti ... -Complaint
for information on ticket escalation. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

[Michael]

Just received my HT801 ATA to set up for my new Fongo account. Replaced the old HT802 that I had from another company, plugged the network and phone cords into the new box, and powered it on. Power light is steadily on, Web/globe icon light is steadily on, but the phone icon light’s been blinking since last night (the phone says “no line”). Would this just be a case that Fongo doesn’t have the info for the box configured in their provision server yet?

[Liptonbrisk]

I merged your post into this thread because my responses in it remain relevant.