[Resolved] Account suspended

[newbull]

I signup for Fongo home phone on December 2, 2024. Paid around $120 for ata, porting, shipping, 1 year payment and 1 month deposit. Received ata few days later but didn’t plugged as suggested by rep to wait for porting number from Freephoneline. Received email and plugged ata today in afternoon and test few calls in/out to check and setup follow me settings. Working fine. Now in night try to use by calling to number gets message user unavailable, try calling from number gets message account blocked, try logging on website gets message account suspended. First day of use and disappointed by service. Create a support ticket as no phone line Fongo support. Switched from Freephoneline because Fongo has support and freephoneline discontinued support. Let’s see how long they will take to response. I have this phone number for last 19 years with porting through different providers and using it as home phone contact number and provided every where.

[Liptonbrisk]

Are you getting an account suspension message after logging in at https://account.fongo.com/login/?
I'm not sure why that would happen to a Fongo Home Phone account.
You could try calling the number below to see whether that helps you get a response more quickly. Provide the ticket number in the voicemail message that you leave.

"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."



--------
Hello,

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.



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


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new.

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 Home Phone 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 Home Phone
account. Again, these 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 obliged to respond
on the these user-to-user forums.


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.

Visit https://support.fongo.com/hc/en-us/arti ... -Complaint
for information on ticket escalation. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

[newbull]

Thanks for response. Yes, web login says account suspended as well as call dialing says account blocked and other party gets message user unavailable. I paid whole year service at signup over phone in advance for every and got receipt in email

[Liptonbrisk]

Okay, try calling the number above (from a working phone) and leaving a message that specifies your ticket number. Leave a voicemail message that includes the phone number that is suspended, your name, Fongo ticket number, and a call-back number.

[newbull]

I did that and waiting for their call. Usually how long they take to reply?

[Liptonbrisk]

Sorry, I have no idea. I'm not a Fongo Home Phone user, and I've never had my account suspended. If no one responds by Friday, post your ticket number here.

[newbull]

Ok. Thanks for your responses. This issue is not a technical issue. Account suspended means zero service even followme settings don’t work to receive call. If someone tries to contact me with this only number they have can’t do that. It’s not a unpayment issue. I have paid it on December 02, 2024 and my card was charged same day. They have to response it on priority bases. Waiting till Friday would be very long and then posting ticket number here.

[Liptonbrisk]

What is your ticket number?

[newbull]

Ticket # 1041794

[Liptonbrisk]

Try rebooting (power off/power on) the ATA to see whether it downloads the new configuration after porting. Apparently, the account isn't suspended based on what I was told, which doesn't make any sense given what you stated earlier:

Yes, web login says account suspended as well

https://account.fongo.com/login/ isn't for your Freephoneline account, by the way. Freephoneline users login at https://www.freephoneline.ca/login instead. Different login credentials are used for each Fongo service (Freephoneline, Fongo Mobile, Fongo Home Phone, etc., all use separate accounts). Even if the email address is the same, passwords are/can be different.

[newbull]

I checked now by calling my fongo home phone number, call is going through. Also allowing me to login on website. Callout I can’t check, as I am not at home. I believe it would also be working. When I send you ticket#, nothing were not working. Why should I lie? I didn’t save screenshot of login message, which should be proof. That was my mistake. I believe support is lying as when you contacted them, they fix the problem immediately that could be some glitch in picking up payment information and told you everything is ok. I didn’t receive anything from them about this ticket through email or phone callback after leaving many voice messages. I will give you 100% credit for this support as when you contacted them, they fix the glitch. 0% credit to regular fongo support. This community support is way better than regular support. I salute you Liptonbrisk. Thank you so much for your time and help in solving my problem.

[Liptonbrisk]

Why should I lie?

I didn't say you were lying. I said it doesn't make sense (account not being suspended but the online web account indicating otherwise).

they fix the problem immediately that could be some glitch in picking up payment information

With respect to the ATA not working, after porting occurs, at least with Freephoneline, the SIP credentials change (SIP username). So, it's likely that it does for Fongo Home Phone as well. Freephoneline users have to enter the new credentials manually in their ATAs. Fongo Home Phone users need to reboot their ATAs after porting has completed.

I have no reason to believe that anyone was lying.

Thank you so much for your time and help in solving my problem.

I didn't fix anything, but I'm glad your service is working.

[newbull]

You didn’t say about lying. It is the regular support team that they are hiding fongo fault and believe you that my statement don’t match. You were the source in solving my problem otherwise relying on regular support might takes days. How the issue can be automatically fixed at the same time when you contacted them with ticket#? So all credit goes to you. Thank you again to you Liptonbrisk

[Liptonbrisk]

How the issue can be automatically fixed at the same time when you contacted them with ticket#?

I don't know if you remember porting into Freephoneline, but the first SIP username you're assigned is based on the free number initially given to you.

SIP Username = 1+phone number

Then after you port, the SIP username changes to 1 + newportednumber.

The Freephoneline user has to manually enter the new SIP Username into the ATA after porting has been completed. Otherwise, the ATA can't register and the service doesn't work after porting completes.

With Fongo Home Phone, the user doesn't configure anything. Instead the Grandstream HT-801 ATA you bought from Fongo connects automatically to Fongo's configuration server and downloads settings when the ATA first powers on and connects to the internet. After porting completes, the ATA needs to be rebooted again (or power cycled) to get updated information.

If you didn’t reboot the ATA, and if everything just suddenly started working by itself, then I’m not sure.

What I'm also uncertain of is why the online account indicated it was suspended, unless it doesn't become active again until the ATA registers with the new account (SIP) credentials, after porting occurs.

Regardless, again, I'm glad your service is working.

[newbull]

I plugged HT-801 ATA that fongo sends to me after receiving email that porting has been done successfully (from free phone line) as suggested by rep during signup over phone. So rebooting ATA was not necessary. I was successful in making in/out calls with ported number after plugging ATA that was yesterday afternoon as well as setup follow me settings. But after around 8 hours later in the night problem started. First I thought about ATA, so soft reset it by unplugging it for 30 secs. Still the same problem. I believe that account suspension has nothing to do with ATA. I believe that it is payment issue that their system didn’t pick or configure properly. They might have corrected it when you contacted them. Even they didn’t listen to my voice messages and didn’t check my support emails until that.

[newbull]

Now got email from fongo support asking for MAC address so they can check manually. I left voice messages with billing department as well as technical support. I am sure it is a billing department fault, they corrected and even don’t bother to reply me. Technical support is also unware that problem is solved

[Liptonbrisk]

I plugged HT-801 ATA that fongo sends to me after receiving email that porting has been done successfully (from free phone line) as suggested by rep during signup over phone. So rebooting ATA was not necessary. I was successful in making in/out calls with ported number after plugging ATA

Oh okay, then your explanation seems probable. The information I received about your account not being suspended was not from the billing department. I didn’t try to contact billing.

[newbull]

Problem is solved and God knows better how it is solved. You are here helping fongo community members which me and everyone would appreciate. Thank you Liptonbrisk.

[Liptonbrisk]

You're welcome!