[Resolved] Toll free number 18669677707 is disconnected

[hieppo]

Tried dialing 1-866-967-7707 and received message indicating number has been disconnected. This is not true since I was able to make the call on my mobile. The number is for Inova Insurance company (Costco).

Can someone please look into this. I would think all toll free number should be available.

[Liptonbrisk]

I am unable to reproduce this problem using two Freephoneline accounts.

1. Login at https://www.freephoneline.ca/doGetCallLogs
Select the current month, and click "submit".

2. Verify "To:" reflects the number you dialed, and check the "disconnect reason".

If the number you dialed doesn't match the "To:" field, check your call logs in your ATA.

Your profile indicates you have a PAP2.

3. a) Dial ****
b) Then dial 110#
c) Enter the IP address you hear into a web browser.
d) Login to your ATA.
e) Always choose the admin login and advanced view menus (select "advanced" in the upper right).

4. Navigate to Info-->Line Status used for FPL-->Last Called Number

Ensure Last Called Number reflects what you believe you dialed.

If it doesn't, check you ATA's dial plan.

5. Navigate to Line (being used for FPL) tab-->Dial Plan
a) Try ([2345689]11|988|[2-9]xxxxxxxxx|1xxxxxxxxxx|011xxxxxx.|*98)
b) Click "Save Settings"

6. If everything seems fine, and if all all numbers can be called normally, then open a ticket: https://support.fongo.com/hc/requests/new. Make sure to choose "My Account Inquiry" for the final issue type. Provide them with the call log entry from steps #1 and #2. It may be some issue affecting your account only, which would be strange.

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.

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

These are user-to-user support forums. I'm uncertain whether Fongo support staff reads these forums, even feedback and suggestions forums.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST.

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.

[Liptonbrisk]

Pretty strange

I also tested from a Fongo Mobile account, and the call worked.

I almost gave up, but then I tested from a 3rd Freephoneline number. I can reproduce this problem.

I've tried to contact Fongo.

I recommend submitting a ticket anyway as per the instructions above in step 6. I realize there's no error in the logs.

If 18669677707 switched carriers recently, there might be a propagation delay due to some accounts still using outdated routing information. If so, the problem might resolve by itself in 24 hours. I'm guessing though.

[Liptonbrisk]

Just to update this thread, there's a ticket open with an upstream carrier in an attempt to investigate this issue.

However, again, I would still recommend submitting a ticket for your account, just in case.

[Liptonbrisk]

I almost gave up, but then I tested from a 3rd Freephoneline number. I can reproduce this problem.

Oddly, someone testing from a Bell Mobility number reaches a Nissan dealership in Greenfield, Wisconsin, right now, when calling 18669677707.


Anyway, the affected Freephoneline account I was testing from now works properly when calling 18669677707.

Please check to see whether the issue is resolved for you as well.

If it's not, then open a ticket: https://support.fongo.com/hc/requests/new. Make sure to choose "My Account Inquiry" for the final issue type. Provide them with the call log entry from steps #1 and #2. It may be some issue affecting your account only, which would be strange.

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.

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

These are user-to-user support forums. I'm uncertain whether Fongo support staff reads these forums, even feedback and suggestions forums.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST.

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.

[hieppo]

Thanks liptonbrisk. Seem the issue has been resolved. Funny how I opened a support ticket (option 6) as suggested but got a reply saying freephoneline customers no longer has support and should reach out to community support. Either way thanks for quick response either way.

[Liptonbrisk]

Thanks liptonbrisk. Seem the issue has been resolved.

Oh, that's good news. I'll mark this thread as being resolved then. Thanks for reporting back.

Funny how I opened a support ticket (option 6) as suggested but got a reply saying freephoneline customers no longer has support

Freephoneline doesn't for technical issues on the customer's end. That's why you should choose "My Account Inquiry" for the final issue type. If your ticket wasn't closed automatically, then you just received an automated response.

Either way thanks for quick response either way.

You're very welcome!