Calls to Ukraine (+380-95)

[chemist]

Hi all,

For some reason I can't call Ukrainian numbers with an active world subscription. Specifically, class to +380-95-XXX-XX-XX numbers do not work.
Contacting support is useless - submitted 2 tickets and only one reply has been received. The support did suggest trying to dial 011-380 but all I hear is that "calling this number is not covered by your tariff" (or something similar).
The most recent ticket that is still not responded to is #908477. At this point, it seems that if the ticket is not responded to I will have no choice but to contact CCTS since I am paying for the service I am not getting.

Maybe the community will have some suggestions.

Thanks

[Liptonbrisk]

For some reason I can't call Ukrainian numbers with an active world subscription.

World Calling Credits are required: https://www.fongo.com/services/fongo-mo ... g-credits/.
I'm guessing you mean that you have enough World Credits on your account.

You can check your World Credit balance by logging in at https://account.fongo.com/admin/.

Visit https://account.fongo.com/calling/long-distance/ to find your calling rate.

Specifically, class to +380-95-XXX-XX-XX numbers do not work.

Connection fee is 4 cents just to connect the call.

Number: 38095
Price: $0.07 per minute
Description: Ukraine - UMC Mobile

That's a mobile number.

If you subscribe to Fongo Plus or Fongo Ultimate, then the calling rate is $0.02 per minute.

The support did suggest trying to dial 011-380 but all I hear is that "calling this number is not covered by your tariff" (or something similar).

Calls need to be in this format: https://www.howtocallabroad.com/results ... to=ukraine.

011-380-95-xxx-xxxx

If you have enough World Calling Credits on your Fongo Mobile account, then request that long distance calling to Ukraine be unblocked on your account.

Provide the call log entry, including time, date and the number, copy and pasted after logging in at https://account.fongo.com/admin/reports/call-logs/ (select current month, and click "submit") in your ticket. Fongo support staff appears to be manually unblocking destinations on a per account basis (viewtopic.php?f=8&t=20634). Request that long distance calling to Ukraine be unblocked on your account.

If a problem continues after ensuring that the calling number format is correct, ensuring that you have enough World Credits, and being informed by Fongo that international calling to Ukraine is unblocked on your account, then the issue needs to be escalated with Fongo. Possibly a problem exists with one of their interconnect carriers. There may also be an issue with mobile network carrier infrastructure in Ukraine as a result of the war. I have no way of telling. However, you're not the first person to have an issue calling Ukraine using Fongo since 2023: https://forums.redflagdeals.com/freepho ... #p37668040.

By the way, none of the volunteer moderators here work for Fongo. We don't have access to your account. These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee that every forum post is read by staff.

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


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 Mobile 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 Mobile
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 obligated to respond
on the these user-to-user forums.

[Liptonbrisk]

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.

Fongo Mobile escalation process is located at https://support.fongo.com/hc/articles/2 ... -complaint.