Lost account access

[Aoboa]

Hi,

I have been a Fongo customer for over 15 years (since the FreePhoneLine days) and have unfortunately forgotten my account credentials. Recently, my phone line stopped working due to payment issues (the service used to be free), but I can’t log in to my account. To complicate things, the email associated with my account was deleted due to inactivity, so I’m unable to reset my password that way.

I’ve already reached out to support (Ticket #1002551) but haven’t received a response yet. Is there another way I can reset my account password and update my associated email without access to the original email account?

Thank you very much for your help.

[Liptonbrisk]

Fongo Home Phone has never been free, so you must not be a Fongo Home Phone customer. I’ll move your thread to the Freephoneline forum.

Is there another way I can reset my account password and update my associated email without access to the original email account?

If selecting "Forgot your password" doesn't work for you, then no.

These are user-to-user support forums. Fongo support staff is not obligated to respond or read posts here. Volunteer moderators do not have access to your account and can't resolve account-related issues since they don't work for Fongo.


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).


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 or Fongo Mobile
account. Again, these accounts are unrelated.

If your ticket is closed, submit another: https://support.fongo.com/hc/en-us/requests/new (Choose "My Account Inquiry" for the final issue type).

This is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.




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.

[Aoboa]

Hi Liptonbrisk,

The support team hasn't answered to my ticket.

I'll try to escalate the issue.

Thank you

[Liptonbrisk]

I've heard that support responses are quite a bit behind this week due to Freephoneline account suspensions beginning on October 30th, and now people are opening tickets to update their payment information.

I believe your ticket will be responded to at some point.

[Aoboa]

Just to give an update, I've receive one answer on November 8th 2024 and nothing back.

We've been without a landline for over 3 weeks now and support hasn't been helpful.

[Liptonbrisk]

I have reason to believe someone will respond to your ticket next week.

Otherwise, Fongo has outlined the escalation process here, which does mention CCTS: https://support.fongo.com/hc/articles/2 ... -Complaint.

CCTS is located at https://www.ccts-cprst.ca/for-consumers ... nt-form-2/

Fongo typically does not respond to support tickets on weekends.