The number you called was rejected by the service provider, the error code is 404

[MrDr]

Hi,

I just ported my cell phone from Rogers to Koodo, and now my FPL can't call my cell #, with the subject error.
My FPL used to have this kind of the problem 4-5 years ago with **certain** numbers(local# 416/647), and Fongo fixed it in their side after I reported to them. But now fongo doesn't reply to me anymore(no more support from them).

also, it has been 4-5 years already, all phone calls from my FPL to china(mobile#) has blocked from service provider, fongo told me it was blocked by china tel. communication companies in their side. I was trying to get an update from fongo, but no more reply from them.

does anybody has similar issues? how do you guys fix it?

thanks,

[Liptonbrisk]

I just ported my cell phone from Rogers to Koodo, and now my FPL can't call my cell #, with the subject error.

That's not unusual with Fongo services. When porting takes place, routing updates are needed. Some carriers take awhile to fully update routes, and random issues, such as what you're experiencing, can occur.

Porting notifications go to NPAC (Number Portability Administration Centre) and once activated, the porting changes get broadcasted to CLECs (Competitive Local Exchange Carrier, such as Fibernetics), or, at least, that's my understanding. The updates are supposed to happen automatically, but for whatever reason, Fibernetics' (the CLEC that Freephoneline uses) interval for updates seems to be a bit slower than with some other companies. I find these types of issues typically resolve within 24 to 48 hrs.

I believe the problem will resolve automatically within 48 hours without you doing anything (possibly the problem will resolve before then; check again tomorrow).

But now fongo doesn't reply to me anymore(no more support from them).

They will respond to a "My Account Inquiry" and "World Credit Inquiry": https://support.fongo.com/hc/requests/new

They won't respond to technical support inquiries or problems on your end.

Not being able to reach a specific number--provided it's being dialed correctly and that the SIP client's (ATA, IP Phone, SIP application) dial plan is configured correctly--is not a problem on your end.

You can verify whether numbers are being dialed correctly by logging in at https://www.freephoneline.ca/doGetCallLogs. Select the current month, and click "submit". Look at the "To" field.

You can also test for free by using Fongo Mobile, and they will respond to you as a Fongo Mobile user, regardless. Fongo Mobile and FPL basically use the same back end.

also, it has been 4-5 years already, all phone calls from my FPL to china(mobile#) has blocked from service provider, fongo told me it was blocked by china tel. communication companies in their side. I was trying to get an update from fongo, but no more reply from them.

1. If the other service provider blocked Fongo/FPL (or Fibernetics), then there's not much Fongo can do about it. That is, there won't be further updates since the problem was not caused by nor can be fixed by Fongo.

2. Otherwise, visit viewtopic.php?p=80989#p80989, and follow the instructions. Tell them what countries you want to call, and ask them to manually unblock those destinations on your account.

Definitely include the full number you're trying to call in your ticket.

Dialing format would be 011 86 1xx xxxx xxxx
https://www.howtocallabroad.com/china/



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


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Use the same email address that you use to submit tickets. Do not use the same password as your Freephoneline or Fongo Mobile
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If your ticket is closed, submit another: https://support.fongo.com/hc/requests/new (Choose "my account inquiry" for the final issue type.)

This is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.




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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.

[MrDr]

Liptonbrisk, thank you so much for your detail explaination.
I will wait for a few days if that works for call from FPL to my cell#.

I used to reply to fongo with the old(same) existing case# in the subjet line, they did reply to me and solved my other issues with FPL, but since a few years ago. they stop response to me, maybe that was why no more responsed since that case closed long time ago.

[Liptonbrisk]

You should open a new case instead of replying to closed tickets. Freephoneline does not offer technical support at all, except in your case, if you can't call China at all, that's a "My Account Inquiry" or "World Credits Inquiry". Tell them to unblock China on your account and include the full phone number you're trying to call. If you can find an associated call log entry after logging in at https://www.freephoneline.ca/doGetCallLogs, provide it in your new ticket, including the disconnect reason.