[Resolved] SMS (text) not being forwarded

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ciotog
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[Resolved] SMS (text) not being forwarded

Post by ciotog »

I have been using Fongo Home Phone for about 10 years now, and just recently am not receiving any SMS / text messages sent to the number. I understand there has been some migration work going on. Is this a symptom of a complication with that?

I use SMS to the home phone number for a variety of MFA and having it go to voice instead is somewhat bothersome.

If there was some way I could view the SMS on the fongo site ( https://account.fongo.com/admin/reports/voicemail/ ), I would be fine with that, but they're not viewable there AFAIK. Even most voice messages aren't saved there like they should.
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Liptonbrisk
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Re: SMS (text) not being forwarded

Post by Liptonbrisk »

ciotog wrote: 01/25/2025 I have been using Fongo Home Phone for about 10 years now, and just recently am not receiving any SMS / text messages sent to the number.
You can test for a problem quickly:

1. Visit https://support.fongo.com/hc/articles/4 ... Home-Phone, and follow the instructions.

2. Send a regular SMS to your Fongo Home Phone number from a cell phone.
Alternatively, you can test sending one from https://www.siteuptime.com/test_sms.php (there are bunch of sites that allow you to send a test SMS; I just searched for one randomly, and I know this one works to Fongo Mobile numbers).

3. Then login to your online webmail (if you use gmail, for example, login to the website; check by logging into your email account website, and then visit your) spam folder to ensure the emails aren't there, in the event you never receive anything.




Keep in mind that there is no guarantee short code SMS verification codes will be received.


I realize what I'm quoting below pertains to Fongo Mobile, but it also applies to all Fongo services that can receive SMS:

https://support.fongo.com/hc/articles/2 ... hort-codes

"What's an SMS Short Code?

Activation, authentication, or marketing texts from services such as Amazon, Google, Microsoft, Banks, Social Media platforms, etc. may come from a five or six digit phone number, which is considered a short-code or Premium Rate SMS. These types of messages can also come from regular 10-digit phone numbers.

Many companies use a combination of both types of numbers to contact you.

Not All Short-Codes Are Supported

We cannot guarantee that you are able to receive all short-code SMS, as this is currently beyond our control. Some services actively block VOIP services like Fongo from receiving these messages.

If you're not able to receive your service's verification code:

Try the "Call Me" option if available
Try the "Email Verification" option if available
Use an Authenticator App such as Google Authenticator, or Microsoft Authenticator
Contact your service's support team asking if your VOIP number can be used for verification"


I understand there has been some migration work going on. Is this a symptom of a complication with that?
I would guess it's possible, but I don't have a Fongo Home Phone account and can't test. I would test first yourself by sending a regular text message to your Fongo Home Phone number. If emails aren't received after checking your webmail spam folder, then submit a ticket: https://support.fongo.com/hc/requests/new. If there's an issue, it should be reported.

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


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 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 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/articles/2 ... -Complaint
for information on ticket escalation.
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.
dbco
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Re: SMS (text) not being forwarded

Post by dbco »

Hi I have the same issue. Text messages to the Fongo home phone are no longer being forwarded to my email. I noticed this on the weekend and it's still not working yesterday or today.
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Liptonbrisk
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Re: SMS (text) not being forwarded

Post by Liptonbrisk »

I strongly suspect the problem is related to the known voicemail issue: https://status.fongo.com/. Voicemail to email hasn’t been operating well either.

If you would like an official response, it would be best to submit a ticket: https://support.fongo.com/hc/requests/new.
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.
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Liptonbrisk
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Re: SMS (text) not being forwarded

Post by Liptonbrisk »

Fongo has indicated to me that SMS to email is working properly now.

However, voicemail issues are still ongoing and being worked on by the switch vendor.
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.
dbco
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Re: [Resolved] SMS (text) not being forwarded

Post by dbco »

Yes I can confirm that SMS to email is working again, received a couple of texts this morning. Thanks!
ciotog
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Re: [Resolved] SMS (text) not being forwarded

Post by ciotog »

Confirmed working for me as well. Thanks @Liptonbrisk!
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Liptonbrisk
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Re: [Resolved] SMS (text) not being forwarded

Post by Liptonbrisk »

Thank you, both, for confirming.
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.