Porting ticket response delayed for over a week

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willawrenson03
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Porting ticket response delayed for over a week

Post by willawrenson03 »

I have a similar experience.

I have paid ($25) for a number to be ported from Fido. The request was made but the carrier sent the text at around 4am pacific time and I was not awake to reply, so the port failed. Support contacted me and said they would ask Fido to cancel the request and then re-initiate. I contacted support after a few days and asked for an update, but they did not reply. I created a new support "ticket" but that was "merged" with the original one and they did not reply. After not hearing back for a week, I contacted Fido myself and they confirmed the port request had been cancelled. I again contacted support, told them Fido was ready and asked them to re-initiate the port request. They still did not reply. I re-sent this reply to them the next day, no reply. They provide no other way of being contacted.

I can of course tell my credit card company and recleim the fee, but I really wanted to be a customer and have my number with them...any suggestions, or contact phone numbers? is this a real company or just an individual running it, with a very unprofessional attitude?
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Liptonbrisk
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Re: Porting ticket response delayed for over a week

Post by Liptonbrisk »

willawrenson03 wrote: 01/20/2025 I have a similar experience.
The thread you posted in involved an individual who received requests from Fongo support staff to provide follow-up information and didn't, at the time, according to a Fongo admin, whereas you're waiting for a response from support staff (and, yes, I appreciate that paying and then waiting for a week for a response is upsetting).

If you private message me with your ticket numbers or post your ticket numbers in this thread, I can try to make an inquiry.
They provide no other way of being contacted.

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.
I can of course tell my credit card company
This is the escalation process for Fongo Mobile: https://support.fongo.com/hc/articles/2 ... -complaint.
and recleim the fee, but I really wanted to be a customer and have my number with them...any suggestions
If you would like, you can provide me with your ticket numbers.
is this a real company
It is, but it's not an extremely large one, and ticket responses, since the pandemic, have often been delayed up to a week or longer for some of their services. I'm uncertain, but they may have been busy last week dealing with this: viewtopic.php?t=20855. Regardless, I don't know why you haven't received any further response.

Hopefully, someone responds to your ticket soon.

Related topics
1) https://support.fongo.com/hc/articles/4 ... le-Port-in
2) https://support.fongo.com/hc/articles/2 ... o-services

--
(General info)
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" or "Degraded Performance", ticket response time can take up to a week (or longer).


You can check your ticket status (after submitting one) 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 Mobile 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 Mobile
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.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.