Grandstream HT801 not provisioning. Its been 7 days.

[fatimapabani12]

My HT801 is not working. Its been 7+ days. I just wanted to set up DMTF dialing so that I could use touch tone when selecting menus. First off, how ridiculous is it that you cant even select menus with touch tone when dialing with Fongo? Anyway, I read on the internet that I have to go into the admin settings and change a setting there. Admin user and pass doesnt work. So I read - I have to reset the modem to get into the web based settings. I click the pin at the back and reset. Now I cant make any calls when turning it back on. Reset the device maybe 30 times so far, still cant make calls (busy line).

I check the admin settings:
Provision: Not running (Last status: Downloading file from URL)
Registration: Not Registered

For SEVEN days now despite repeated support tickets, no one is doing anything. Apparently after 10 hours of research, I find out that Fongo has to re-provision my device. There is nothing I can do except wait for someone to acknowledge my ticket and do this for me.

I am at my wits end and want to make a complaint with BBB. This is ridiculous how much time I have wasted. Every support ticket I get a stupid generic reply that is absolutely not helpful telling me to go check the online status (and of course, all systems are working except my phone).

WHAT THE HELL?
There is no phone number, no way to reach anyone, no support, nothing. Why is this so difficult? How many more hours of my life am I supposed to waste on this?

[Liptonbrisk]

You posted in the Freephoneline forum. Based on your post, with a description of you expecting Fongo to provision your ATA, I've moved your thread to the Fongo Home Phone forum.

Are you using Freephonline or Fongo Home Phone?

1) There is no technical support at all for Freephoneline, and Freephoneline users need to configure their ATAs themselves. Freephoneline requires owning a VoIP unlock key. Your ATA"s configuration guide is location at viewtopic.php?p=79162#p79162. After following that guide, If you continue to experience registration issues, as a Freephoneline user, visit viewtopic.php?t=20539, and follow the steps by step down the list. After successfully registering, visit viewtopic.php?p=82961#p82961 to learn how to configure your ATA's DTMF settings.

2) If you're using Fongo Home phone, this is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint. You will not resolve your problem by filing a complaint with BBB. You might with CCTS.

If you're a Fongo Home Phone customer, you have two issues: A. Your ATA is unregistered. B. After the ATA is registered successfully, you should ask Fongo to configure your ATA as follows if you continue to experience DTMF banking issues to see whether those settings work for you: viewtopic.php?p=82961#p82961.


i) Dial ***
ii) Then dial 02

If you don't hear a LAN IP address, then your router isn't assigning a LAN IP to the ATA.

3) Refer to the LED pattern: https://documentation.grandstream.com/k ... ds-pattern

4) What does the LED pattern on the ATA indicate?

5) If the NET light comes on, but the phone light never does, that means the ATA isn't registered with Fongo's server.

6) With Fongo Home Phone, Fongo is responsible for provisioning your ATA. If If no one responds to your ticket, private message me with your ticket number. I can't promise that anyone else will look into the matter or respond to me (I don't work for Fongo), but I can try to notify someone. You can private message me your ticket number at ucp.php?i=pm&mode=compose&u=1229.

7) Once the ATA is registered successfully, ask Fongo to configure your ATA as follows if you continue to experience DTMF banking issues to see whether those settings work for you: viewtopic.php?p=82961#p82961.


--
(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.


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.

[Liptonbrisk]

(continued)


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 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.