Possible to order service without ordering ATA?

[Remote0478]

If I already have the Fongo-supplied Grandstream HT-801, is there a way to sign up for the service without also ordering the ATA? I can't seem to find an option to exclude the ATA when ordering the service. I have tried calling, emailing, and had an auto-generated ticket created after leaving a voicemail, but I have not received a reply.

[Liptonbrisk]

They don’t typically allow ordering the service without purchasing their ATA: https://support.fongo.com/hc/articles/5 ... Home-Phone. That’s why the option to not order the ATA is not available.

You will need a response from Fongo’s support team. Refer to info below on how to submit and check the status of support tickets.

—
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.


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.

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

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.

[Remote0478]

Thank you for your reply. I was hoping someone in this community might know. I'm happy to follow your directions and submit a ticket, but, isn't this a question for the Sales team, not the Support team? I'm not a customer yet.

[Remote0478]

I opened a ticket as you described, and selected the Sales option. However, I would still like to know whether someone in the community knows the answer, as there seems to be little hope that I will get a reply to my ticket.

[Liptonbrisk]

You will eventually receive a response to your ticket, but if you’re expecting an immediate response that’s unlikely to occur with Fongo. Support staff doesn’t respond on weekends and can take several business days to reply, depending on ticket volume.

[Remote0478]

Understood. Thank you. FYI, the auto-generated ticket from my voicemail was 8 days ago.

[Liptonbrisk]

No one has ever responded to voicemail I’ve left.

[Remote0478]

Wow, with customer service like that, should I expect a similar response if I ever run into any technical difficulties?

[Liptonbrisk]

Technical support requests are answered via online tickets, which may take several business days to respond to. There is no phone support, unless it’s scheduled beforehand via online tickets.

https://support.fongo.com/hc/articles/2 ... al-support

I am my own technical support; I use Freephoneline.

By the way, while I’m not positive, I suspect the answer to your original question is no: viewtopic.php?t=20635.

[Remote0478]

I suspect you are right. However, I bought my ATA from Fongo late last year, but didn't proceed with the service at the time. Hence, it is the locked version. I just need someone from Fongo to help me enroll so that I can exclude re-purchasing the ATA.

[Liptonbrisk]

You can request that the ATA be removed from their provisioning server so that it’s unlocked.

Anyway, since you’re the original customer they may make an exception for you (personally, I would, but I don’t make the rules). I would stress that you’re the original customer and wish to rejoin the service.

I would also be interested to learn what they say, if you’re comfortable with sharing, of course. Thanks.

[Remote0478]

I received a reply:

Fongo Home Phone Adapter $29 (One time fee) - we cannot exclude the adapter

[Liptonbrisk]

I’m surprised they responded on the weekend.
Their official support page indicates their hours: https://support.fongo.com/hc/en-us.

Anyway, thanks for letting me know.