Grandstream HT801 not provisioning. Its been 7 days.

[fatimapabani12]

I dont understand what I am supposed to do
No less than 10 times I have told them to call me anytime. ANY TIME. Is that not an appropriate time frame?
They said 'between 9-5 M-F. I said great. Call me anytime.

I gave them 2 phone numbers
Over and over I said call me anytime. How in the world can they say I did not give them a time? Is ANYTIME not an appropriate time?
What if I give a time and they are not available then?
Why is 'any time' not appropriate? What more do they want from me?

[Liptonbrisk]

I dont understand what I am supposed to do
No less than 10 times I have told them to call me anytime. ANY TIME. Is that not an appropriate time frame?

Respectfully, that is not how I conduct business with banks, doctors, or any service provider. I made the mistake of telling an ISP to call me anytime once for a technical issue on their end. I'll never do that again.

Regardless, I believe links for remote, technical sessions probably aren't intended to be left open-ended indefinitely. Remote session links are eventually intended to expire. I wouldn't want someone to be able to connect to my PC 24/7 in some ongoing manner.

It's likely that Fongo was waiting for you to set a specific date and time. Otherwise they wouldn’t have sent repeated requests.

Our technician will be available to assist you between 9 AM and 5 PM EST
on weekdays . . . . To proceed, could you please let us know your preferred time for the technical appointment? Feel free to provide multiple time slots if possible, and we'll do our best to accommodate."

So, provide them with specific dates and times. Here's an example: "Today, Tuesday, March 27th at 3 p.m. EST is preferred. Otherwise, March 31st at 12 p.m. Eastern time is suitable. If that's not good, then Wednesday, April 1st, at 9 a.m. Eastern standard time would be appreciated. Please let me know when my appointment is. The phone number to reach me for my appointment is 1-xxx-xxx-xxxx. I will have the Grandstream ATA connected to the internet, and my PC will be able to access both the internet and the ATA via a web browser."

Anyway, I figure you'll probably work your way through the same process with CCTS acting as an intermediary eventually.

[fatimapabani12]

Alright ill give them an exact time
Just to confirm - there is absolutely nothing I can do on my end correct?
I just have to wait for them to reprovision my device?

[Liptonbrisk]

Alright ill give them an exact time

Dates and times have to be between 9 AM and 5 PM Eastern Standard Time on weekdays, excluding Canadian holidays. Providing March 30th as an appointment date probably won't work well since today is March 30th, and there may not much lead time for them to read your ticket and respond to it on March 30th (I may be mistaken; I don't know for sure since I don't work for Fongo, but that's what I expect).

“Fongo Support (Fongo Support)
Mar 16, 2026, 10:03 AM EDT

To address the technical concerns you've been experiencing, we would like to schedule a remote technical appointment for you. Our technician will be available to assist you between 9 AM and 5 PM EST on weekdays.
During this appointment, the technician will require the following from you:
1. A laptop or computer (preferably running
Windows)
2. Your Fongo device must be connected to the same internet network as your computer
Please note that our technician may need access to your router's configuration site during the appointment to investigate if the Fongo adapter is blocked. If you don't have access to this information, kindly reach out to your internet service provider.
Our technician will send you a link at the scheduled time to connect remotely. It's important to mention that you do not need to provide any access information via email or to the technician directly.
To proceed, could you please let us know your preferred time for the technical appointment? Feel free to provide multiple time slots if possible, and we'll do our best to accommodate.
Thank you for your cooperation, and we look forward to resolving the technical issues promptly.”

I suggest reading that carefully.

Just to confirm - there is absolutely nothing I can do on my end correct?

Since rebooting/factory resetting the ATA hasn't worked, reprovisioning for Fongo Home Phone is done by Fongo from their side. The Grandstream ATA they provide is locked to their provisioning server. Users are not intended to change settings themselves or manage the ATA.

That situation differs completely from Freephoneline. Freephoneline users manage and configure their own SIP clients.

I just have to wait for them to reprovision my device?

The ATA needs to

1) be powered on,

2) have internet connectivity/access during your scheduled appointment (Internet/NET led should be on), and

3) be accessible via a web browser on a PC running Windows, which also, in turn, must be connected to the internet.

As far as I know, Fongo responds to your ticket with a link, which you need to click on and accept. A technician then gains access to your PC and hopefully fixes whatever needs to be fixed. If the ATA is deemed defective, possibly the ATA needs to be exchanged (I wouldn't know; that's something you would need to discuss with Fongo).

A phone call, strictly speaking, isn't necessary, but it seems logical that communication would help to facilitate a resolution. It would be best for the contact number to be a phone number associated with one of the 10 Canadian provinces.

By the way, if your ISP is using CGNAT (carrier-grade NAT affects IPv4), Fongo Home Phone may not be able to work for you at all: viewtopic.php?p=82994#p82994. For example, Rogers 5G home internet, which uses CG-NAT, doesn't work with Fongo Home Phone. Virgin Plus Internet is switching customers to CG-NAT. Some Telus home internet and telMAX internet customers are also on CG-NAT. Rogers Xfinity home internet customers are on CG-NAT unless the modem/router combo or gateway is in bridge mode. As far as I know, Fongo Home Phone does not support IPv6 at the moment; it relies on IPv4.

[fatimapabani12]

Lets see what happens. I gave them a specific time frame, 2 hour window, lets see if they call me.

I cant understand why they dont just give me instructions by email on what I am supposed to do. Why a tech needs to connect to my computer is beyond me. If someone works - theyre supposed to take a day off to deal with this ridiculousness?

30+ days of 'call me anytime' and no call. Lets see tomorrow if they actually phone. Already submitted a complaint with CCTS

[Liptonbrisk]

To my knowledge, telecommunications providers in Canada are not mandated by the CRTC to provide 24/7 or weekend access to technical staff for remote troubleshooting. Also, Fongo doesn’t offer support on Canadian holidays. As such, I suspect they don’t offer technical service on Easter Monday.

Further, I believe service providers, such as Fongo, are not required to give anyone instructions or credentials to manually access Analog Telephone Adapter (ATA) settings for Fongo Home Phone, which is a locked service. I wouldn’t expect a service provider to give me access to manually configure a locked service. I don’t what CCTS would consider reasonable in this instance.

Fongo’s request for a scheduled window may be considered reasonable in the Canadian industry by CCTS and the CRTC. An "anytime" response might be construed as unreasonable because it doesn't allow for the logistical planning of a technician's day, including scheduling a link. However, I’m not positive; you would need to find out what CCTS indicates.

As I said, I believe CCTS will listen to you; I don’t know that it will side with you.

[fatimapabani12]

Absolutely no one is asking for 24/7 or weekend access

I have been emailing them for 30 days to call me whenever.

I could even be at work and remote home to give them access if needed. Whenever. Any time. Literally any time. 30 days and no call or helpful email.

Now that I gave them a specific date and time, during business hours, a 2 hour window, and took time off to sit at home and wait for the call - lets see if they actually call.