Calls disconnect after a short time

[Fongorilla]

Hi all fongoers,

I recently joined Fongo and tried about 6 phone calls from the Fongo App on my Samsung Galaxy A17. The two first calls went ok. After that, I got systematic connection drops, shortly (30 sec. - 1 minute) after conversation start.

I tried the Fongo's "Alternate Connection" : didn't work.

I am using the Cogeco CONNEXION WIFI/Router device sent by Fongo together with the separate modem, which AFAIK, does not allow manually turning off SIP ALG.

I don't see anything abnormal on the ping and tracer results using 208.85.216.36 (I am not sure that's the proper Fongo server IP to use - I am in BC):

-------------------
C:\WINDOWS\system32>ping 208.85.216.36

Pinging 208.85.216.36 with 32 bytes of data:
Reply from 208.85.216.36: bytes=32 time=143ms TTL=48
Reply from 208.85.216.36: bytes=32 time=77ms TTL=48
Reply from 208.85.216.36: bytes=32 time=71ms TTL=48
Reply from 208.85.216.36: bytes=32 time=71ms TTL=48

Ping statistics for 208.85.216.36:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 71ms, Maximum = 143ms, Average = 90ms


C:\WINDOWS\system32>tracert 208.85.216.36

Tracing route to 208.85.216.36 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.40.1
2 49 ms 13 ms 9 ms 24.108.64.1
3 54 ms 21 ms 22 ms rd1bb-be119-1.no.shawcable.net [64.59.162.69]
4 46 ms 17 ms 15 ms rd1cv-be11.gv.shawcable.net [66.163.72.21]
5 * * * Request timed out.
6 * * * Request timed out.
7 55 ms 19 ms 17 ms ae2-112.cr1-van1.ip4.gtt.net [207.162.207.66]
8 100 ms 67 ms 67 ms ae0.cr4-tor2.ip4.gtt.net [89.149.128.74]
9 102 ms 70 ms 68 ms ip4.gtt.net [98.124.173.86]
10 101 ms 67 ms 69 ms ip-116.50.99.216.dsl-cust.ca.inter.net [216.99.50.116]
11 78 ms 79 ms 80 ms ip-185.50.99.216.dsl-cust.ca.inter.net [216.99.50.185]
12 76 ms 74 ms 137 ms ip-187.50.99.216.dsl-cust.ca.inter.net [216.99.50.187]
13 * * * Request timed out.
14 71 ms 73 ms 78 ms host-162-213-111-9.static.295.ca [162.213.111.9]
15 70 ms 69 ms 69 ms 208.85.216.36

Trace complete.

C:\WINDOWS\system32>

--------------------------

Any help / suggestion ?

thx

[Liptonbrisk]

I recently joined Fongo and tried about 6 phone calls from the Fongo App on my Samsung Galaxy A17. The two first calls went ok. After that, I got systematic connection drops, shortly (30 sec. - 1 minute) after conversation start.

Hi,

First, please refer to point 7 below or the migration notice here: https://status.fongo.com/maintenances/OvZDPLSUL3Xv. I'm uncertain whether troubleshooting at this time is worthwhile. It's generally worth checking https://status.fongo.com/ before doing deeper troubleshooting.

Otherwise . . .

Unfortunately, the first couple of calls working doesn’t necessarily rule out a router-side SIP/NAT issue. These problems can be intermittent and stateful, so they may only show up after the router has had a chance to age NAT mappings, apply SIP helper logic, or handle a later session refresh.

More importantly, a single ping and traceroute run is really just a snapshot and may not reliably catch intermittent packet loss at a specific hop. For something that's dropping calls consistently but not on every single attempt, I'd try running WinMTR to the Fongo server IP for at least 300+ pings rather than a handful. That gives you a cumulative view of loss/latency per hop over time, which is much more useful for diagnostics when troubleshooting intermittent SIP/VoIP issues than a 4-packet ping or a one-pass traceroute.

1) Since you're connecting via Wi-Fi, if you have access to a PC,

- Download WinMTR for Windows.
https://sourceforge.net/projects/winmtr/

- Enter 208.85.216.39 and start the test with more than 300 pings.
- Check the last hop for ping times and packet loss.
- Low and stable ping = good.
- High jitter = bad (example: pings ranging from 40 ms to 700 ms).

What you don’t want to see is 40, 45, 50, 35, 500, 40, 30, 45, 700. That’s bad jitter.
What you want are relatively consistent ping times without too much variation.

I tried the Fongo's "Alternate Connection" : didn't work.

Fongo Mobile's support article located at https://support.fongo.com/hc/articles/2 ... ngo-Mobile also mentions

2) checking the IPv6-related setting (Allow IPv6 Connection . . . I would definitely test if turning on "Allow IPv6 Connection" makes a difference, but it should have been on by default) and

3) testing on a different network path (Alternate DNS Resolver).

4) A good isolation test would be to try the Fongo app on cellular data only. If the problem disappears on mobile data that strongly suggests the Wi-Fi/router path/ISP is the trigger.

I am using the Cogeco CONNEXION WIFI/Router device sent by Fongo together with the separate modem, which AFAIK, does not allow manually turning off SIP ALG.

I'm uncertain why you would have anything sent by Fongo. Fongo Mobile is an app-only service, and even Fongo Works ships IP phones/ATAs rather than Wi-Fi routers. Fongo Internet service is only available in Quebec and Ontario. Consequently, I have to believe the networking hardware here is your ISP's equipment and not Fongo's.

Also, Cogeco doesn't operate in B.C. So, I am even more puzzled by what brand and model modem/router combo you're using. You appear to be using cable internet service in B.C.

5) Regardless, I would contact your ISP and ask if there's a way to disable SIP ALG in the modem/router combo they issued you.


6) You can also submit a ticket to Fongo Support to see if they can check anything on their end: https://support.fongo.com/hc/requests/new

7) Note that there is a call platform migration scheduled, so troubleshooting may be pointless: viewtopic.php?t=21062

Between the WinMTR results and a cellular-data test, you should get a better idea of whether this is happening at the router/ISP layer or somewhere further out.

[Liptonbrisk]

(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(s).

If you would like an official response, you can submit a ticket here:
https://support.fongo.com/hc/requests/new.

Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage", ticket response time can take up to a week (or longer).


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 Mobile 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 Mobile
account. 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 support 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.