[Resolved] Account Blocked After FPL number Port In

[stevenao]

As far as I know, all my e911 information is correct and account is not dormant. I have been waiting for more than 2 days to get support to look into it, no response so far. What puzzles me is that I just paid them $28 dollars to port in my number. What triggers them to thing my account is not legit as a paying customer? Does anyone have similar experience with Fongo want to share here?

[Liptonbrisk]

Accounts can be blocked for not using apps from official sources: viewtopic.php?t=20536

Additionally, visit https://support.fongo.com/hc/articles/2 ... or-deleted.

Fongo Mobile also has a dormant account policy: https://support.fongo.com/hc/articles/3 ... unt-policy. However, if you ported a number into Fongo Mobile, you shouldn't need to make outbound calls for 5 years. As you mentioned, dormancy seems unlikely.

The block may be due to something I haven't been made aware of. Possibly some issue developed during porting (that is, maybe porting isn't really complete yet).

I have more experience with Freephoneline customers having their accounts blocked: viewtopic.php?t=20537.

Ultimately, you'll probably need to wait for a ticket response to discover the real reason.
--
Support staff is not obligated to respond to posts on these forums, and there's no guarantee that anything you post will be read by them. These are user-to-user support forums.

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 Freephoneline 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 Freephoneline
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.

Volunteer moderators don't have access to your account and don't work for Fongo.


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.

[stevenao]

As far as I know, none of the reason mentioned applies to me. So, I will have to wait. Do you know there response time? I have been waiting over a week.

[Liptonbrisk]

Did you check your ticket status using the instructions above? If the ticket is marked as "Solved" without a response, that's a problem.

Response time can about a week. If it’s over a week, visit https://support.fongo.com/hc/articles/2 ... -complaint

If you’re concerned, you can consider filing a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers ... aint-form/

Also, check your private messages.

[Liptonbrisk]

This problem is resolved now. Please check.

The issue is that SIP clients (ATAs, IP Phones, SIP apps) need to be disconnected when porting occurs. Otherwise, the system thinks an unauthorized client (the ATA still connected to Freephoneline, for example) is connected to Fongo Mobile, resulting in an account block. I've never heard of that happening before, so I didn't know.


In the future customers will be instructed to disconnect everything before the porting request is fulfilled.

Thank you for letting me know. Otherwise, the porting process wouldn't be improved for existing customers.

[stevenao]

Good to know it on my side too.