$1.95 + tax per month (or $23.40 + tax annually) 911 fee for VoIP unlock key users starting October 1, 2024

[szyrob]

Would debit MC or debit Visa work?

[Liptonbrisk]

Would debit MC or debit Visa work?

I was told that "Some banks do not allow preauthorizations on their debit mc/visa. The customer will just have to try."

[leonid]

Hi guys, just to let you know (that may help), on my side, I did send them a message to now switch to annual billing by using their contact form: https://support.fongo.com/hc/en-us/requ ... nt_inquiry.

They did send me an email that confirm the Switch to Annual Billing and they say that my next billing date (Oct 25th, 2024) will be invoiced $23.40 + tax for the year of service. And also say that they billing system automatically charges my payment method on file overnight on my scheduled billing date.

Waiting this Oct 25th, 2024 to veryfied my credit card.

[Liptonbrisk]

For what it's worth, 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.

911 Fee FAQ is located at https://www.fongo.com/freephoneline-911 ... rvice-fee/

--
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/requ ... nt_inquiry

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.

[maxkuku]

Hi everyone!

I updated my cc payment on Nov. 25 and my service is still suspended until now . I did send them messages by using their contact form but I've not heard anything. Please let me know what my next step is. Thank you in advance.

https://support.fongo.com/hc/en-us/requ ... nt_inquiry

[Liptonbrisk]

Please let me know what my next step is. Thank you in advance.

What is your ticket number? When leaving a voicemail message, also provide the ticket number.

"If you are having trouble signing into your account and/or updating your payment info, please call Fongo's Billing Department at 855-553-6646 ext. 303. Leave us a voicemail that includes the phone number that is suspended, your name, and a call-back number.

Note:

- Suspended accounts can ONLY call Fongo's Billing Department or Emergency Services.

- Accounts suspended for 90 days will be terminated, and the phone number will be returned to the original provider."

--

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/requ ... nt_inquiry

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.

[maxkuku]

Please let me know what my next step is. Thank you in advance.

What is your ticket number? When leaving a voicemail message, also provide the ticket number.

"If you are having trouble signing into your account and/or updating your payment info, please call Fongo's Billing Department at 855-553-6646 ext. 303. Leave us a voicemail that includes the phone number that is suspended, your name, and a call-back number.

Thank you for your quick reply! My service is restored.

[Liptonbrisk]

Thank you for your quick reply! My service is restored.

You're welcome! In case you can't find your other post, I split it from this thread to create your own, since it's not related to 911 fees: viewtopic.php?t=20838.

[harry]

I have updated my credit card info but my service remains suspended. I do get a dialtone but cant make or receive phone calls. The support staff said they don't offer tech support to freephoneline customers and recommended me to find an answer on this forum. Any help would be appreciated.

[Liptonbrisk]

my service remains suspended.

What is that based on? When you log in at https://www.freephoneline.ca/login are you greeted with an account suspension message? Are you able to sign in?

I do get a dialtone but cant make or receive phone calls.

Do you hear an account blocked message when attempting to make an outbound call?

What do you hear for incoming calls?

The support staff said they don't offer tech support to freephoneline customers

They don't, but it's their responsibility to deal with account issues, including account suspensions and billing, which aren't related to technical support. The response from them seems to suggest that they believe your service isn't suspended (or the response was simply wrong). Is it?

There's no point in my trying to help troubleshoot a suspended account. First you need to determine whether your account is actually suspended. If it isn't, then this is the wrong thread to be posting in since your issue would be unrelated to 911 fees. If your account isn't suspended, create your own thread and provide the requested information from viewtopic.php?t=20199 (especially #1, #2, #3, and #5).

When leaving a voicemail message as indicated below, ensure that you provide your ticket number in the voicemail message as well.

"If you are having trouble signing into your account and/or updating your payment info, please call Fongo's Billing Department at 855-553-6646 ext. 303. Leave us a voicemail that includes the phone number that is suspended, your name, and a call-back number.

Note:

- Suspended accounts can ONLY call Fongo's Billing Department or Emergency Services.

- Accounts suspended for 90 days will be terminated, and the phone number will be returned to the original provider."

--

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).

Submit a ticket here: https://support.fongo.com/hc/en-us/requ ... nt_inquiry


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/requ ... nt_inquiry

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.

[harry]

Many thanks for the response. I cant log into my account. I do to the reset the password and i never get a link to reset the password. When i finisn dialing the phone number, i hear the voice your account has been suspended. I created a ticket with fongo support and they responded that the account has been reactivated. but it still doesnt work

[Liptonbrisk]

Many thanks for the response. I cant log into my account. I do to the reset the password and i never get a link to reset the password.

Login to your webmail via a web browser, and check your spam folder. Not being able to log into your account is an account-related issue. No forum user or volunteer moderator can help with account problems because we don't work for Fongo. You need to respond to your ticket and correct them. Hearing that your account is suspended is an account-related issue.

Conversely, an account block message on outbound calls may be due to not using a 3600 second registration expiry (a problem on the user's end).

So, you were previously able to log into your account to update credit card information, but now you can't login, correct?

Leave a message a voicemail message with all the information requested as indicated in bold above.

Also, what's your ticket number?

[harry]

My ticket number is 1040930.

[Liptonbrisk]

I have updated my credit card info but my service remains suspended. I do get a dialtone but cant make or receive phone calls. The support staff said they don't offer tech support to freephoneline customers and recommended me to find an answer on this forum. Any help would be appreciated.

My ticket number

That ticket number is associated with a Fongo Home Phone account--and not Freephoneline. The account is suspended because of an unpaid invoice due in October, and the credit card on file expired "a few months ago". If you have a Fongo Home Phone account, then you're posting in the wrong thread and in the wrong forum. Fongo Home Phone users should be posting at viewforum.php?f=38.

I created a ticket with fongo support and they responded that the account has been reactivated. but it still doesnt work

I don't know why you're being told the account isn't suspended.

Fongo Home Phone customers do receive free technical support via online tickets, but you need to submit a ticket as a Fongo Home Phone user and not as a Freephoneline user.

You're posting in a Freephoneline thread.

Fongo Home Phone account users need to login at https://account.fongo.com/login/ to update credit card information. Please ensure that you're using your login username and password for your Fongo Home Phone account and not for a Fongo Mobile account or any other Fongo service account that you may have. Each service's account is separate and may use a different password to login. Ensure that you update payment information for your Fongo Home Phone account, specifically. https://www.freephoneline.ca/login is for Freephoneline users only.

If you are not receiving password reset emails, login to your webmail account via a web browser and check its spam folder, but if you were requesting a password reset email from the Freephoneline login website and don't have a Freephoneline account, you're not going to receive a password reset email since you don't have a Freephoneline account.

[harry]

Many thanks for the details response. Much appreciated. I do have a freephoneline account as I have had this account for years. I will again try to create a ticket with freephoneline. I spoke to tech support at fongo home phone and they told me the account was that of freephoneline. he also confirmed the email on the account but I am not getting reset password emails.

[Liptonbrisk]

Many thanks for the details response. Much appreciated. I do have a freephoneline account as I have had this account for years.

Did you give me the wrong ticket number? The person who responded to me is an authoritative source at Fongo. I even responded to request clarification about asking you to login to Fongo Home Phone's web portal to update payment information when you have a Freephoneline account.

"The ticket number provided was sent by an email associated with a Fongo Home Phone Account not a freephoneline account.
Perhaps the user is confused by the product that he has?"

I feel as though I'm in the middle of a confusing conversation. Why would you also have a Fongo Home Phone account that's suspended?

Oh, is a different email address associated with your Freephoneline account? I don't think anyone knows what phone number you're referring to. Make sure you enter the phone number in the ticket.

If it's a Freephoneline account, create a ticket at https://support.fongo.com/hc/en-us/requ ... nt_inquiry.

[harry]

I have created another ticket this evening. the Ticket #1044183. Even the link you provided takes me to fongo site to create a ticket. i have mentioned clearly that it is for freephoneline number in the type of problem menu. your help is much appreiated

[Liptonbrisk]

I have created another ticket this evening. the Ticket #1044183. Even the link you provided takes me to fongo site to create a ticket. i have mentioned clearly that it is for freephoneline number in the type of problem menu. your help is much appreiated

The phone number you provided in the ticket is associated with a Fongo Home Phone account.

Product: Fongo Home Phone
Device Type: Unlocked
Original Device Type: Web
Phone Number: 1xxxxxxxx67
Email: xxxxxxxxxx@yahoo
Registration Date: June 2022

Fongo Home Phone account users need to login at https://account.fongo.com/login/ to update credit card information. Please ensure that you're using your login username and password for your Fongo Home Phone account and not for a Fongo Mobile account, Freephoneline, or any other Fongo service account that you may have. Each service's account is separate and may use a different password to login. Ensure that you update payment information for your Fongo Home Phone account, specifically.

Trying to login via Freephoneline's website won't work for Fongo Home Phone accounts.

[harry]

I have never got any invoice for this fongo home phone. its been working for years. I tried resetting the password now on fongo site. it said an email has been sent to reset the password but I didnt get anything in the mail. not even in spam. i got an email when a ticket was submitted so obviously I am getting mail from fongo but not the one for resetting my password

[Liptonbrisk]

I have never got any invoice for this fongo home phone.

That's what you have, according to Fongo, and the information is from an admin.

It's copy and pasted from their system.

If you have a Grandstream HT-801 ATA that you can't manually configure yourself, you clearly have Fongo Home Phone.

its been working for years.

Fongo claims the credit card on file for you expired.

I tried resetting the password now on fongo site. it said an email has been sent to reset the password but I didnt get anything in the mail. not even in spam. i got an email when a ticket was submitted so obviously I am getting mail from fongo but not the one for resetting my password

You won't receive a password reset email for Freephoneline if you don't have a Freephoneline account.

"The user has a Grandstream HT-801 ATA that’s provisioned by our Grandstream provisioning services. " That describes Fongo Home Phone.


Fongo Home Phone account users need to login at https://account.fongo.com/login/ to update credit card information. Please ensure that you're using your login username and password for your Fongo Home Phone account and not for a Fongo Mobile account, Freephoneline, or any other Fongo service account that you may have. Each service's account is separate and may use a different password to login. Ensure that you update payment information for your Fongo Home Phone account, specifically.

Trying to login via Freephoneline's website won't work for Fongo Home Phone users.

[harry]

I tried resetting email on fongo website. it says an email has been sent. but i didnt get it., tried several times. How else can i update credit card info

[Liptonbrisk]

I tried resetting email on fongo website. it says an email has been sent. but i didnt get it., tried several times. How else can i update credit card info

Login to your yahoo email address at https://mail.yahoo.com
Then navigate to your spam folder to ensure that the password reset emails are not listed there.

You must use https://account.fongo.com/login/ to login to Fongo Home Phone.
The password reset link is located at https://account.fongo.com/home-phone/forgot-password/

If you're still unable to login to your Fongo Home Phone account, create a new ticket as a Fongo Home Phone customer, and tell them that: https://support.fongo.com/hc/requests/new. For issue type, select "Fongo Home Phone"-->"My Account Inquiry" (or "Billing & Payment"). Then call the number listed above, leave a message, and tell them you're a Fongo Home Phone customer.

[harry]

will do that as pers your notes. much appreciated>))

[Liptonbrisk]

will do that as pers your notes. much appreciated>))

You’re welcome. By the way, they don’t officially respond to support tickets on the weekend.

[harry]

Finally I managed. I went through my yahoo mail settings and realised more than 900 websites were in the blocked list. no wonder I wasnt getting any emails. I have now reset my password and you were right that it is a fongo home phone. I have updated my CC info and hopefully the suspension will be revoked in 48 hours. In all I have three fongo home lines and one freephoneline so it was a bit confusing at my end. Thanks once again