New HT-801 ATA not configured by Fongo's provisioning server yet?

[Liptonbrisk]

FWIW, this appears to be the firmware version that Fongo is using: https://firmware.fongo.com/ht801fw.bin. However, I'm under the impression Fongo Home Phone users aren't supposed to attempt updates themselves.

I’m glad your service is working. Thanks for letting us know!

[hubert]

I received my home phone adapter but am unable to make in/out calls because the phone light does not come on. I raised a ticket but it has now been 5 days and no response. how can i get this escalated, because i need my home phone service.

[Liptonbrisk]

Hello,

I merged your post into this thread because my responses in it remain relevant.
If you are missing email from Fongo services, visit https://support.fongo.com/hc/articles/1 ... o-services.

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.

The ATA is supposed to be provisioned or configured by Fongo's provisioning server automatically. Installation instructions are located at https://support.fongo.com/hc/articles/2 ... First-Time. If that doesn't work (beyond a potential firewall, SIP ALG, DNS, or DHCP issue on your LAN), I'm doubtful moderators and users here can do anything to assist. You can refer to points 1 and 2 from viewtopic.php?f=8&t=20199, but there's a possibility that your ATA isn't provisioned (or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.

Specifically, your ATA's MAC address may need to be provided to Fongo support staff, or your ATA may need a firmware update. You might want to request a service appointment in your ticket.


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 or any other Fongo service account you may have. Again, these accounts are all 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.


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. If need be, CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.