[Resolved] "power outage at one of our primary data centers"

[Erft]

Edit by Liptonbrisk:
The outage is now marked as resolved at https://status.fongo.com/incidents/tctwp1OWzOCe.

Call logs and SIP status are now being updated on the FPL web portal.
----
Erft wrote:

I tried to search this forum to see if anyone else had posted about this, but I don't see anything in the results.
Today I have no dial tone. I tried to check messages by calling the voicemail number, and then call myself. A chirpy female recorded voice tells me in each case, " The number you are trying to call doesn't exist. Please check you dialed it correctly".

The phone displays the usual "Handset 1". When I press the "Talk" button, on the ATA, the phone icon blinks instead of a solid green light.

My account says the phone is registered. The ATA shows in my router's DHCP list.

My first step in troubleshooting was to power cycle my network, but clearly that's not the issue. What's going on?

[dq1]

same issue

[ae12]

I have three freephoneline accounts on 3 obihai200s at 3 different addresses with different ISPs. All of them stopped working today.
No dial tone to call out. Trying to call them just gets a busy signal, even call forwarding does not work.
I don't get any message about the number not existing though.
Frustrating that fongo status always says no incidents.

[Erft]

2 days ago I was trying to call out and got the message that I had exceeded the number of credits needed to make multiple calls. I don't know if it's related, but it's worrying.
I have forwarded my calls to my cell, through settings, but I doubt that'll be any use because apparently I don't have a phone number anymore, so there will be no calls to forward.

[astanlofter]

I also lost the service today, in my case when I pick up my phone, I hear short beeps (busy signal) and my ATA box Phone 1 and Phone 2 lights are off now.

Restarting the ATA didn't help, the status in my FreePhoneLine account "Registered", don't see anything off, Voip Settings -> SIP Status: connected

[szyrob]

Same with my FP numbers. Registration Failed. Using OBI200.

[Erft]

I hope Freephoneline's hero community member, Liptonbrisk, is around, because there's clearly something up with the Freephoneline service, and they're the one who knows the most about how this works, and the one who knows how to call for help.

[jenom]

"the number you have dialed is not in service"
started to receive this message today when called my home FPL number from work
Account ---Setting----Registered
It seems like, Fongo is having problems....

[astanlofter]

Submitted a ticket to them. Although when I pressed Submit, the screen just went to the main support page without any confirmation. I also didn't receive any confirmations by email, so dunno if it worked.

Ticket contents:
Subject: Multiple FPL users lost service today

Description:
Here's the forum topic:
viewtopic.php?p=83103#p83103
Different ATAs, different ISPs

https://status.fongo.com/ says everything is fine

Issue Type: Freephonline -> Technical Support

[astanlofter]

They have updated their status https://status.fongo.com/:

Investigating - Connectivity Issues
Investigating - We are currently experiencing service disruptions due to a power outage at one of our primary datacenters. Our team is actively working with the facility providers to restore all affected services as quickly as possible. We sincerely apologize for any inconvenience this may cause.
May 28, 2026 - 13:46 (EDT)

[devnull]

My SPA-3102 had been working fine with Freephone online for the longest time. Today it suddenly started having registration issues.

Right now as I check the freephone online portal it's showing my SIP status as connected, but when I check the status on the ATA it says it's not?

Yes I did reboot the ATA, but that didn't help. I did follow the instructions on the ATA settings on this forum and they do check out.

Hoping someone here could help me out? I already submitted a ticket to fongo.

Thanks very much in advance!

[dq1]

It seems to be working now

[Liptonbrisk]

https://status.fongo.com/incidents/tctwp1OWzOCe

"Investigating - We are currently experiencing service disruptions due to a power outage at one of our primary data centers. Our team is actively working with the facility providers to restore all affected services as quickly as possible. We sincerely apologize for any inconvenience this may cause.
May 28, 2026 - 13:46 (EDT)"

[Liptonbrisk]

It seems to be working now

I just checked 3 different Freephoneline numbers, and they're working.

Fongo Mobile number is working as well.

I don't see the need to check more accounts presently.

For everyone else, I suggest restarting/rebooting/power cycling your SIP clients (ATA, IP Phones, etc.).

[Liptonbrisk]

I hope Freephoneline's hero community member, Liptonbrisk, is around, because there's clearly something up with the Freephoneline service, and they're the one who knows the most about how this works, and the one who knows how to call for help.

https://status.fongo.com/incidents/tctwp1OWzOCe

Sorry, I would have responded sooner, but I was distracted by scheduling appointments.

[astanlofter]

Mine still doesn't work. The status.fongo.com is still not healthy at the moment.

[Liptonbrisk]

Mine still doesn't work. The status.fongo.com is still not healthy at the moment.

Okay, I've now checked five separate FPL numbers in different provinces. They work.

Out of curiosity, what happens when you power cycle (turn off and then on) or reboot your Thomson TG784, which forces a new registration attempt with Freephoneline's server?

[astanlofter]

Already tried, no luck

(side note: for me power cycling is always redundant, it's sufficient to just unplug the incoming ethernet cable and plug it back in - a lot faster to force reconnect; but this time I've power cycled it just for you instead, no luck)

I think I just need to wait for the incident to clear on their status page

[Liptonbrisk]

Already tried, no luck

Okay, I sent off an inquiry.

I heard back: "The outage is mostly resolved. There are still a few services out. It actually wasn’t Fongo’s servers that went down but a data centre upstream from us. Some users may still be experiencing some intermittent issues."

it's sufficient to just unplug the incoming ethernet cable and plug it back in - a lot faster to force reconnect

Because the Thomson TG784 is an integrated router and ATA, unplugging and reconnecting its WAN Ethernet cable drops and reinitializes the gateway’s own network interface. That can clear or rebuild the gateway’s WAN/NAT state, including stale UDP associations. When the interface comes back up, the ATA’s next outbound SIP packet can create a fresh NAT mapping; if the problem was stale NAT state, that can allow service to resume. That is a more plausible explanation for service resuming than the cable event itself forcing an immediate out-of-cycle REGISTER, since SIP registration behaviour is still governed by the ATA’s normal registration refresh and failed-registration retry timers.

With Freephoneline each registration attempt, unless failed, is a one hour (3600 second) interval. So let's say you register successfully. Many SIP clients (including ATAs) don't attempt to register again until the next registration interval, regardless of whether internet connectivity is lost (unplugging the ethernet cable) or connected. However, if a registration attempt fails, and if the SIP client is configured properly, the ATA is supposed to attempt registration again after 120 seconds.

If removing internet connectivity and re-establishing it somehow forces your Thomson TG784 to send a new registration request to FPL's server, that's interesting and news to me. I would be surprised if that's actually happening, but that's an integrated router, so maybe.

https://support.freephoneline.ca/hc/art ... redentials

"Registration Interval: 3600 seconds (1 hour)

Failed Registration Re-Try Interval: 120 seconds"

Power cycling the ATA definitely forces it to try to register again. Keep in mind that too many registration attempts within a short interval can result in a temporary IP ban.

https://community.freepbx.org/t/trunk-s ... ca/22479/8
"As May 2013, our servers will rate limit REGISTER requests to a maximum of 10 requests per 5 minutes. Each authentication round usually consumes 2 requests (digest auth), so it is a fair number given our guidelines."

Over a decade ago, one of my accounts was temporarily IP banned for making too many registration attempts within a short interval.
I had to stop trying to register for over an hour with the specific server I was using to clear the temporary ban.
The experience was annoying. I don't know what the rate limit is currently, and I don't want to test to find out.

but this time I've power cycled it just for you instead, no luck

Understood. Thanks for testing.

I think I just need to wait for the incident to clear on their status page

Yes, I agree. There's no point attempting to troubleshoot further until then.

[Erft]

I have a dial tone now, and can call out, and receive calls. However, I can't log into my ATA to check settings, etc. 192.168.15.1 is the address, but it can't be reached (takes too long to respond). I don't know if that's related to this outage or not, but I'd like to be able to log into it.

[Liptonbrisk]

Right now as I check the freephone online portal it's showing my SIP status as connected, but when I check the status on the ATA it says it's not?

Smart

Always check what's going on in the ATA.

With Freephonline, the registration interval is 1 hour (3600 seconds). Let's say the ATA registers successfully. The FPL web portal will show that your account is "connected" (registered). Let's say you lose registration for whatever reason within that 3600 second interval (loss of internet connectivity, power outage, or in this case, a data centre goes down). If the ATA can't reach FPL's proxy server at all (or something along the path), the online web portal can't update. So for that entire hour after the ATA registers successfully, until the registration expires (1 hour), logging in at https://www.freephoneline.ca/showSipSettings will indicate, incorrectly, that your ATA is "connected" (registered). After 3600 seconds pass, the registration expiry times out, and your online account's web portal will finally indicate, correctly, that the ATA is "disconnected" (isn't registered).

So, for example,

1. the ATA registers initially for 1 hour,

2. 30 minutes later you notice your line no longer works (this is still within the initial 3600 second registration interval), and

3. you reboot the ATA quickly to see if that helps.

Yes I did reboot the ATA, but that didn't help

Well, in this case, if the ATA can't reach anything or get a proper response, the online web portal doesn't update. It's stuck in a "Connected" status until registration expires. However, your ATA's real registration status will show the correct registration status because it was just rebooted or power cycled (forced registration attempt).

In other words, https://www.freephoneline.ca/showSipSettings couldn't update registration status before an hour was up, but your ATA did because you rebooted it.

Anyway, always check registration status in the ATA and not just via your online FPL account's web portal.

[Liptonbrisk]

I have a dial tone now, and can call out, and receive calls. However, I can't log into my ATA to check settings, etc. 192.168.15.1 is the address, but it can't be reached (takes too long to respond). I don't know if that's related to this outage or not

It's not. Your ATA's web IP is local (LAN)--not WAN (wide area network--or outside your home). LAN problems are on your network (your end).



These are the known methods for accessing a SPA122:


Method A: LAN Access (Recommended First-Time Setup)

Prerequisite: USB-to-Ethernet adapter if laptop lacks Ethernet port

1. Connect an Ethernet cable from the computer to the yellow ETHERNET port on the SPA122.

2. Ensure the computer is set to obtain an IP address automatically (DHCP).

3. Open a web browser and navigate to http://192.168.15.1.

4. Log in with default credentials. Username is admin, and Password is admin (case-sensitive).

5. If the page doesn't load, manually set the computer's IP to 192.168.15.2 with subnet 255.255.255.0, then revert to automatic after configuration.

***

So, for step 5, If the webpage doesn't load, manually set the computer's IP to 192.168.15.2 with subnet 255.255.255.0, then revert to automatic after configuration.

Here is how to do that in Windows 10/11:

a. Click the Start button (bottom‑left), type `Control Panel`, and click “Control Panel” when it appears.
b. In the top‑right corner, next to “View by:”, choose “Small icons”.
c. Click “Network and Sharing Centre”.
d. On the left side, click “Change adapter settings”. A new window will open.
e. Find the connection you are using to the ATA. It is usually called “Ethernet”.
f. Right‑click on “Ethernet”, and choose “Properties”.
g. In the list in the middle, double‑click “Internet Protocol Version 4 (TCP/IPv4)”.
h. Select “Use the following IP address”.
- IP address: 192.168.15.2
- Subnet mask: 255.255.255.0
- Default gateway: leave this blank.
- Leave the DNS boxes blank as well.
i. Click “OK”, then click “Close” to finish.
j. Open your web browser and enter
http://192.168.15.1
You should now see the SPA122 login page.
k. When you are done configuring the ATA (steps 6 to 9 below), repeat steps a to g, and then
- Choose “Obtain an IP address automatically”.
- Choose “Obtain DNS server address automatically”.
- Click “OK” and “Close” again so your computer reverts to normal network settings.
***


6. Change the default admin password (Navigate to Administration tab> Management > User List). This step is mandatory before Remote Management will function.

7. Navigate to Administration --> Management --> Web Access Management.

8. In Web Access Management, set
i) Admin Access to Enabled
ii) Web Utility Access to HTTP or HTTPS (HTTPS is more secure)
iii) Remote Management to Enabled
iv) Remote Management Port: Enter desired port (default 80)


9. Click "Submit" to save all settings.




Method B: WAN Access via IVR (After Method A Completed)

Please note this critical requirement: the default admin password must be changed via Method A before IVR code 7932# will function; otherwise, it returns "invalid option".

1. Connect an analog phone to "Phone 1" (grey port).

2. Press **** (four stars) to enter the IVR menu.

3. Dial 7932# followed by 1 to enable WAN access to the admin web server.

4. Dial **** (four stars) again to re-enter the IVR menu.

5. Dial 110# to hear the IP address announced.

6. Enter the IP address you heard into a web browser (include port if changed from default 80, ex. https://203.0.115.50:80).

7. Log in with the new admin credentials set in Method A.

8. Select Advanced view in the upper right for full configuration options.


IVR codes (after dialing ****)

110# -- Reads WAN (Internet port) IP address | Used for remote access after 7932# is enabled

210# Reads LAN (yellow Ethernet port) IP address | SPA122 only; default is 192.168.15.1

7932# Toggle WAN web access (1=enable, 0=disable)
Only works after changing default admin password


https://www.cisco.com/c/en/us/support/d ... pa122.html

[Erft]

Thanks. Yes, it's probably a case of having to plug the ATA directly into the PC. The current modem creates IP address conflicts with a couple of peripherals.

[Liptonbrisk]

Thanks. Yes, it's probably a case of having to plug the ATA directly into the PC. The current modem creates IP address conflicts with a couple of peripherals.

I've provided instructions above for you to access your SPA122.

You can follow the steps, step by step, down the list.

[Erft]

Thank-you, Liptonbrisk. Although I am currently swamped and don't have time at the moment, I am sure that Method A will work, and if I need to investigate further, you have directed me to Method B, before, and it was a crucial part of solving the puzzle (although I will admit to finding it scary ).