No incoming calls on ported number

[ypotier]

I use the Freephoneline app on a Windows 10 Surface 3 Pro.

When I first installed the app, everything was apparently working fine. I made and received calls to and from different numbers.

I then ported my Rogers mobile phone number to the desktop application registered Freephoneline number.

I received confirmation that my number had been ported, and reconfigured the application to the ported number in the settings portion of the application.

Since then, I have been able to make calls from the application but any call to either my original Freepholine number or my ported number give the message " The person you are trying to reach is not available. Please leave a message." I expected the former, but not the latter. I waited a while to see if the issue would clear on its own, but no luck (porting occurred on December 23).

I opened a ticket and got the following reply, which I take to mean that I will get no support because I use the application, not a physical telephony device. So what do I do now?

Fongo Request Received - Ticket #222118 - Freephoneline desktop App with Ported number not working properly
FS Fongo Support <talkfreely@fongo.com>

Reply|
Thu 01-05, 4:48 PM
You
##- Please type your reply above this line -##
Hello there,

Thank you for your email.

Please note that Fongo Mobile (iOS and Android), Fongo Home Phone and Freephoneline are separate products. The credentials, phone numbers and accounts cannot be used interchangeably across account management pages.

Please check and update your third party ATA adapter settings with the official recommended configurations here http://forum.fongo.com/viewtopic.php?f=15&t=7962 . If you do not follow the official recommended configurations, you may experience call issues.

We do not provide customer support for Freephoneline Desktop, Freephoneline VoIP Unlock Keys (SIP configuration files) and third party ATA devices. VoIP Unlock Keys should only be purchased by customers who understand networks and configuring SIP clients. Please check the Fongo Forum for Fongo customer discussion about third party ATA device configuration: http://forum.fongo.com/viewforum.php?f=15.

If you require a supported home phone solution, please visit http://www.fongo.com/home-phone/

Talk Freely,

The Fongo Team



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This ticket will now be closed
========================

[ypotier]

After the previous post, I thought about one thing I had not tried.

I removed the application entirely, and reinstalled it - same result i.e. no incoming, but outgoing OK. I once more ran the "Test connection" diagnostic and got the same results previously seen:

Status : Done
Results: Call service is OK
Data Transfer: Unable to send/receive sound data! Port 13000 should be available.
Possible reasons: NONE

[Liptonbrisk]

I removed the application entirely, and reinstalled it - same result i.e. no incoming, but outgoing OK. I once more ran the "Test connection" diagnostic and got the same results previously seen:

Status : Done
Results: Call service is OK
Data Transfer: Unable to send/receive sound data! Port 13000 should be available.
Possible reasons: NONE

That test is useless because it shows the same error even when the desktop app is working perfectly fine. The Java-based desktop app, as far as I know, has been abandoned with respect to development. I don't believe it's been updated for years now, and that test has been failing for years.

When a phone number is ported to FPL, you lose the original phone number you had with FPL.

1. Log in at https://www.freephoneline.ca/appSettings

2. Confirm your ported Rogers number is listed there. If it's not, it wasn't ported.

3. Visit https://www.twilio.com/lookup

Enter your ported phone number, which should be the phone number listed in step #1.

If the carrier shows "Fibernetics", which is FPL's parent company and CLEC, then the phone number was ported to FPL.

If it says something else, you've got a problem and need to submit another ticket.

4. Login at https://www.freephoneline.ca/voicemailSettings
Check that Rings Before Voicemail is greater than 1.

5. You selected the wrong issue type when submitting the original ticket. You should select either "My Account inquiry" or "porting inquiry", if you believe the issue is with your account or that the porting process was not completed properly.

6. While you're submitting a ticket, ask them to also do a "forced registration" on your account to see if that resolves the problem.

7. If, however, the problem is on your end (and it may be, since you can leave a message, which suggests that the phone number is active and working), then

i. Typically it's better to have your own router and to stick whatever modem/router combo your ISP gives you into bridge mode. You appear to be with Telus (DSL). If you have your own router, ensure your using it to do PPoE login (and use your own router for wi-fi).

ii. Typically it's far better to have your own router with strong QoS functions and a restricted cone NAT firewall, disable whatever SIP ALG feature is enabled in the router, and stick whatever modem/router combo your ISP gives you into bridge mode. These router combos issued by ISPs frequently have faulty (and hidden) SIP ALG/SPI features enabled with no way for the customer to disable them without getting a technical representative from his or her ISP to turn this feature off. Quite frequently, the first representative you speak to will have no idea how to accomplish this, much less know what SIP ALG is. Someone may try to enable DMZ in your modem/router combo or port forward; doing either is a huge security risk. Be aware if you reset your modem or when your ISP pushes a new firmware update to your modem/router combo, SIP ALG may be enabled again by default (and, therefore, it’s simply better to have your own router with SIP ALG disabled in it).

To understand why SIP ALG is often a serious headache visit http://www.voip-info.org/wiki/view/Routers+SIP+ALG

iii. If you still get one-way audio issues with the desktop app, you may need to port forward, which is a security risk (and not advisable).

The FPL desktop app uses ports 5060-5061,6060-6061,13000-13001 if you're going to port forward for the desktop app (you need to port forward to the LAN IP of the computer you're using. For most home networks the IP will begin 192.168.xxx.x). Refer to your router's manual to learn how to port forward (if your router came from your ISP, contact your ISP).

I would start just by port forwarding 13000-13001 only, which is for RTP (audio packets). If that still doesn't work, you can try adding 6060 or 6061. The most dangerous ports to forward are 5060-5061 and really shouldn't be necessary if you're forwarding 6060 or 6061 anyway. I guess if all else fails, forward all of them: 5060-5061,6060-6061,13000-13001

These are all UDP ports.

5060, 5061, 6060, and 6061 should be alternate SIP ports.

Only port forward if all else fails (and only do it temporarily, since it's a security risk).

Most of this information has been taken from Webslinger on the RFD forums.

[ypotier]

2. Confirm your ported Rogers number is listed there. If it's not, it wasn't ported.

3. Visit "lookup"

If the carrier shows "Fibernetics", which is FPL's parent company and CLEC, then the phone number was ported to FPL.

4. Login at https://www.freephoneline.ca/voicemailSettings
Check that Rings Before Voicemail is greater than 1.
.

First, thank you for the response.

2 - Checked and valid

3 - I used a different lookup service, but Cybernetics is the carrier

4 - Was set to 1 - changed to 5 for good measure

Since I still have a problem, I will use your recommended ticket approach.

BTW, my problem does appear to be more app related than anything else. The messaging feature works on my Fongo Android number (no problem whatsoever), registered as a Follow me number. Messages left to my app number are notified on my Fongo and can be recovered with it. But I get no message notification and can't recover them from the application. The only feature that seems to work are outgoing calls on the app.

And finally, I have little control over my wifi router at home or connection access (my internet access at work is through a wired connection to my docking station) . But we will get to that if I can't get some form of resolution to a porting issue ticket.

[Liptonbrisk]

3 - I used a different lookup service, but Cybernetics is the carrier

Fibernetics, you mean?

BTW, my problem does appear to be more app related than anything else. The messaging feature works on my Fongo Android number (no problem whatsoever), registered as a Follow me number. Messages left to my app number are notified on my Fongo and can be recovered with it. But I get no message notification and can't recover them from the application. The only feature that seems to work are outgoing calls on the app.

And finally, I have little control over my wifi router at home or connection access (my internet access at work is through a wired connection to my docking station) . But we will get to that if I can't get some form of resolution to a porting issue ticket.

You can ask, in your ticket, for a forced registration.

Beyond that, getting SIP ALG disabled and/or forwarding RTP ports (UDP 13000-13001) from your router to the LAN IP (best to setup a static LAN IP for your computer) or MAC address of the computer you're using may be required.

[ypotier]

Yep Fibernetics - auto-correct option!

Processed the ticket forced registration done, and everything seems to be working fine now. I do apparently need to logout then log back in when I move to a new network, but that is only a minor inconvenience. In the meantime, I did notice that something was awry - the ported number was not in my follow me list. Whether by coincidence or not, when I added the ported number to the list in the proper order, the application started receiving phone calls.

I can happily say now that the issue is resolved, and I'm quite happy with my FREE phone service!

[Liptonbrisk]

Yep Fibernetics - auto-correct option!

Processed the ticket forced registration done, and everything seems to be working fine now. I do apparently need to logout then log back in when I move to a new network, but that is only a minor inconvenience. In the meantime, I did notice that something was awry - the ported number was not in my follow me list. Whether by coincidence or not, when I added the ported number to the list in the proper order, the application started receiving phone calls.

Disable Follow Me. Then test. Does the app not receive calls? It should. If not, something is wrong.

For clarification on how follow me works, read http://support.freephoneline.ca/hc/en-u ... Follow-Me-

[ypotier]

The app does work when Follow me is disabled. I will have to setup the app to Auto-Start and remain in the system tray - if the app is not running, the 'number is unavailable' when Follow Me mode is disabled. My Fongo Mobile (the second number in Follow Me ) is always on.

In any case, everything works to my satisfaction now.

[Liptonbrisk]

I will have to setup the app to Auto-Start and remain in the system tray - if the app is not running, the 'number is unavailable' when Follow Me mode is disabled.

When my FPL phone number is not registered with any device or the FPL desktop app (when the SIP status shows "disconnected" at https://www.freephoneline.ca/showSipSettings), all incoming calls are answered immediately by Freephoneline's voicemail system when Follow Me is disabled. Voicemail settings can be found after logging in at https://www.freephoneline.ca/voicemailSettings.

http://support.freephoneline.ca/hc/en-u ... l-settings

You can configure your greeting by dialing *98.

If incoming callers are being rejected without reaching voicemail when your SIP status shows disconnected and when Follow Me is disabled, you may want to submit a ticket to inquire whether there's an issue with your account with respect to voicemail not working when your SIP status is disconnected.

Otherwise, I'm glad your ported phone number is working properly.