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/.

[scrooge]

Hello,

Long story short: the Ethernet and power lights on my HT801 are on, but the phone light never comes on.

I’ve reached out to customer support through tickets, but they’ve been giving me the runaround—claiming my internet isn’t good enough or that the unit isn’t getting enough power. Pretty frustrating.

I did some digging on my own (with the help of Google and these forums) and found what seems to be the root issue:

Provision: Not running (Last status: Downloading file from URL)
Registration: Not Registered

I’m not sure how to proceed with restarting or resyncing the device. Any guidance would be greatly appreciated!

Thanks in advance.

[Liptonbrisk]

I’ve reached out to customer support through tickets, but they’ve been giving me the runaround—claiming my internet isn’t good enough

Are you on Rogers 5G home internet? If so, Fongo Home Phone won't work: viewtopic.php?t=20983.

or that the unit isn’t getting enough power.

What's your ticket number? You can private message it to me: ucp.php?i=pm&mode=compose&u=1229
I can request that someone take a look, but since I don't work for Fongo, I can't promise I'll get a response. That's probably better than my not asking though.

I’m not sure how to proceed with restarting or resyncing the device.

https://support.fongo.com/hc/articles/2 ... -Complaint
I would request escalation.

If you're not on Rogers 5G home internet, then you'll likely need to schedule an appointment with a tech support rep in your ticket as some others have done in this thread.

[scrooge]

I’ve reached out to customer support through tickets, but they’ve been giving me the runaround—claiming my internet isn’t good enough

Are you on Rogers 5G home internet? If so, Fongo Home Phone won't work: viewtopic.php?t=20983.

or that the unit isn’t getting enough power.

What's your ticket number? You can private message it to me: ucp.php?i=pm&mode=compose&u=1229
I can request that someone take a look, but since I don't work for Fongo, I can't promise I'll get a response. That's probably better than my not asking though.

I’m not sure how to proceed with restarting or resyncing the device.

https://support.fongo.com/hc/articles/2 ... -Complaint
I would request escalation.

If you're not on Rogers 5G home internet, then you'll likely need to schedule an appointment with a tech support rep in your ticket as some others have done in this thread.

1. I am with Rogers Xfinity Premier 1.5G plan which is cable based, so I don't believe it is an issue. (5G is cellular based from my understanding)

2. DM sent

3. Thanks for timely advice at this time of day.

[Liptonbrisk]

1. I am with Rogers Xfinity Premier 1.5G plan which is cable based, so I don't believe it is an issue.

Right, unless it's suddenly using CG-NAT (I don't think it is).

DM sent

Okay, I sent an email off. Officially, 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.

Edit: Your ticket has been escalated. So, I expect you'll get a response, eventually. In the interim, I would respond to your ticket and request to schedule an appointment with a Fongo tech. Possibly your ATA needs a firmware update installed for you.

[scrooge]

They asked me to press the factory reset button again.
Still no luck, same prompt with the Provision: Not running, Last status : Downloading file from url.
Sigh. Hope they will escalate to support.

[Liptonbrisk]

They asked me to press the factory reset button again.
Still no luck, same prompt with the Provision: Not running, Last status : Downloading file from url.
Sigh. Hope they will escalate to support.

They did escalate the ticket to the support lead.

Have you requested to schedule an appointment in your ticket?

Anyway, other than what I've done already there's nothing further I can do.




--
(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.

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 (doesn't have required firmware or hasn't been added to the configuration server) yet. In that case, I suspect troubleshooting is pointless.

I suspect an appointment with a Fongo technician is required.



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