Voicemail delay for hours during peak time (2p.m.-6p.m.)

[mikoul]

For the past few days, there has been a delay of several hours with the reception of voice messages and their transfer to my email.

The message transfer takes place more than 7 hours after it is left in my voicemail box.


To be clear it's not only about the transfert to my email but the messages are availleble in my voicemail only after more than 7 hours.


What is the best way to have it resloved since the problem is really not on my side, everything else work fine and I had no problems for many years.?

Note: I just made a test right now calling my own number from another phone leaving aa message and there is no message in my voicemail, the message will be there in more than 7 hours.


Regards

[Liptonbrisk]

I’m too busy to test, but I think the issue is related to the call platform migration:

viewtopic.php?f=8&t=20291#p79354

I’m uncertain that all maintenance is completed.
You can check https://status.fongo.com/ to see whether they’ve updated notes since Dec. 8th.
The last thing I read was they’re 95% complete.

If you want, you can submit a ticket: https://support.fongo.com/hc/en-us/requests/new.
Mention that you’ve been having the problem since the call platform migration began.

By the way, normally with Freephoneline the voicemail notification takes up to 10 minutes to arrive after a voicemail has been left and up to 10 minutes to disappear after all voicemail has been deleted.

A 7 hour delay is abnormal.

[mikoul]

Right now the migration seem to be completed,



I'd really appreciate if you can test it and have it fixed because the message I leaved in voicemail ~2 hours ago is not available right now...

I opened a ticked but the only answer I receive is:


I don't want to pay for something I don,t have any control on it since clearly the issue is not on my side but on the backend of Freephoneline/Fongo


Thanks a lot for your help !

[Liptonbrisk]

Right now the migration seem to be completed

Okay. I wasn't sure.

I'd really appreciate if you can test it and have it fixed because the message I leaved in voicemail ~2 hours ago is not available right now...

I don't work for them, and I'm not always going to be able to test.

Anyway, what proxy server are you using? voip.freephoneline.ca, voip2.freephoneline.ca, or voip4.freephoneline.ca:6060?

I don't want to test all servers.

Actually, have you tried switching to a different proxy server?

I opened a ticked but the only answer I receive

That's just an automated response. Someone may still look at your ticket. I would choose "Feedback" or "My Account Inquiry" for the final issue type when reporting bugs.

I don't want to pay for something I don,t have any control on

That's not the intent of the pay per incident feature. Problems that are not on your end aren't billable.

[Liptonbrisk]

Testing on voip2.freephoneline.ca at the moment . . .

Message left at 2:17 p.m. EST

So far, nothing is appearing at https://www.freephoneline.ca/mailbox, but it hasn't been 10 minutes yet.

Edit: Okay, at 2:30 p.m. EST, there's still nothing showing.

I'll report this to someone.

[mikoul]

I was not sure if you were working there or not.

I use voip2.freephoneline.ca

At this time I've not tried to use another proxy, which one should I use ? I don't remember the difference between the proxy since I configured it ~5 years ago.

I was not sure about the automated message, thanks for clarifying.

I've already sent 2 Tickets, one under the type "Desktop App" and the other was under Other FreePhoneline.ca.

I will wait a little bit before sending another want with the type "Feedback" or "My Account Inquiry" since I don't want to flood them with tickets.

Thanks again for helping me !

[Liptonbrisk]

I was not sure if you were working there or not.

I use voip2.freephoneline.ca

At this time I've not tried to use another proxy, which one should I use ?

They should all work, but don't bother switching.

I'm able to reproduce the problem on voip2.freephoneline.ca, so I will contact someone.
I should at least see a message when logging in at https://www.freephoneline.ca/mailbox, but I don't.

[mikoul]

Just to let you know right now that I received the voice message from this morning after 3 hours.

[Liptonbrisk]

Just to let you know right now that I received the voice message from this morning after 3 hours.

Okay, that's still nuts.

[Liptonbrisk]

Just to update, I've sent an email, and the problem is being reported to Freephoneline/Fongo's third party switch vendor. I have no idea how long this issue will take to be resolved by the switch vendor.

Regardless, a person I trust at Fongo has been made aware of the issue.

[mikoul]

Thanks,

Same thing with voip.freephoneline.ca and voip4.freephoneline.ca:6060.

So I will revert it to voip2.freephoneline.ca since it was stable wirh my setup.

Thanks again for your help resolving this issue.

[Liptonbrisk]

Same thing with voip.freephoneline.ca and voip4.freephoneline.ca:6060.

Okay, thanks for testing.

Based on past interactions with the switch vendor, I wouldn't expect a quick fix, but I do expect that the problem will be fixed eventually.

[Liptonbrisk]

Voicemail to email appears to be working more normally now.

However, I am getting a 22 minute delay with MWI (message waiting indicator) triggering.
Regardless, that's significantly improved since this weekend.

[Liptonbrisk]

Well, my second test this morning isn't going as well.
20 minutes later, there's no message showing at https://www.freephoneline.ca/mailbox
There's no email and no MWI triggered either.
So, there's still an issue.

Edit: Email arrived an hour and 10 minutes after message was left.

[mikoul]

Same here and my 2 tickets have been closed without any answer


could you try to open a ticket on your side ? Maybe you will receive a more appropriate answer than me.

It's really annoying...

Thanks again for the follow-up.

[Liptonbrisk]

I've already been in contact with Fongo, and they have a ticket open with the switch vendor.
Fongo is aware of the issue. Because a third party is involved, I wouldn't expect a quick fix.

I've been informed that the problem is also affecting Fongo Mobile, so if you have a Fongo Mobile account, and if you want to be notified of when there's a fix, you could submit a ticket for your Fongo Mobile account.

[Erft]

Hi, I don't want to seem like I'm butting in, but I'd like to say that mikoul isn't the only person experiencing this issue. My neighbour left voice mail at 5.56pm yesterday while I was on the other line. About an hour later the call ended and I saw from the call log that it was my neighbour that had called. I checked to see if there had been a voice mail left. There was no sign of one. I was still checking my email and CID at 3am and there was no voicemail. Today the voicemail is available; according to the time/date stamp on the emailed version, it was sent at 3.43am this morning. That's over ten hours since it was left.

I sure hope this is fixed soon. Hopefully the fact that Fongo mobile is also affected will accommodate that.

[mikoul]

I'm pretty sure all users are affected but only few realize it.

It's very inconvenient,, I was thinking about plugging back my old answering machine but it don't copy voice messages to my email which is very useful for me.

[Liptonbrisk]

Hi, I don't want to seem like I'm butting in, but I'd like to say that mikoul isn't the only person experiencing this issue.

Yes, I reproduced the issue on Dec. 10th
viewtopic.php?f=8&t=20292#p79365
and on Dec. 13th
viewtopic.php?f=8&t=20292#p79378

Someone at Fongo also reproduced the issue.

It doesn't matter how many people have the problem in this case; it's not going to get fixed any faster.
I don't have Fongo Home Phone to test, but I suspect those customers are also affected.

Unfortunately, early on Dec.13th, a switch vendor representative tested at a time when there wasn't much server load and couldn't reproduce the issue.
So, I tested again, and then a trustworthy individual at Fongo also tested and reproduced the problem. The issue got pushed back again to the switch vendor,
and now we're all waiting.

I think most people believe the issue can simply be resolved by Fongo, but it's actually resolved by the switch vendor that Fongo uses.
So we inform Fongo--->Fongo informs the switch vendor.
I remember when I first got Freephoneline, I thought I just needed to inform Freephoneline when a problem occurred.
Several years ago, I realized that not only do I need to convince Fongo, but I also have to convince Fongo to convince a third party.

[Liptonbrisk]

I'm pretty sure all users are affected but only few realize it.

I believe so.

[Liptonbrisk]

Another update

A Fongo representative continues to push back this issue to the switch vendor.

Time of day matters, or more likely, as server load increases later in the day, the problem becomes more evident.
Early in the morning, the problem can't be reproduced easily.

[Erft]

Is this going to be a game of Hot Potato?

Voice mails and email notifications are arriving over six hours late today. A message left at 4:09pm just arrived at 10:18pm. Yesterday a voice mail left at 11am arrived after "only" one hour.

[Liptonbrisk]

Is this going to be a game of Hot Potato?

There's nothing more I can do about it. If you want your voice heard, test incoming voicemails on Fongo Mobile, and submit a ticket.
Login at https://account.fongo.com/admin/reports/call-logs/
Select "current month", click "submit".
Copy and paste the corresponding row that represents the tested incoming call in your ticket: https://support.fongo.com/hc/en-us/requests/new.

Voice mails and email notifications are arriving over six hours late today. A message left at 4:09pm just arrived at 10:18pm. Yesterday a voice mail left at 11am arrived after "only" one hour.

Again, it depends on when you test. In the morning, VMs can come within minutes. Later in the day, it takes hours.
I doubt the problem has anything to do with time and has more to do with server usage, but, as a user, I have no way of proving that nor learning what the cause is.
All I know is that audio processing is delayed. When the problem exists, the voicemails don't even show up at https://www.freephoneline.ca/mailbox as I noted on December 10th: viewtopic.php?f=8&t=20292&p=79433#p79365.

[Erft]

Sorry, Liptonbrisk, I wasn't referring to you when I asked about the game of Hot Potato; I was referring to the Fongo rep pushing the issue back to the switch vendor. Apologies for any confusion.

"test incoming voicemails on Fongo Mobile, and submit a ticket."

I understand that there's a charge for any Freephoneline support. Would submitting a support ticket and then withdrawing my request when asked for payment, bump up the concern? I thought Fongo mobile was different from Freephoneline? Or do you mean submit a ticket simply to let them know that the problem continues?

[Liptonbrisk]

Sorry, Liptonbrisk

It's okay. I'm just saying I have no special insight into what's going on in the ticket that's open with the switch vendor.
I don't work for Fongo, so there's nothing more that I can do.

I understand that there's a charge for any Freephoneline support.

Not for problems that are not on your end
This isn't a problem on your end, but what may happen is the ticket (for Freephoneline) might end up being closed automatically.

Would submitting a support ticket and then withdrawing my request when asked for payment, bump up the concern?

No. Also that email you receive is just an automated response.

If you want to escalate a complaint, this is the process: https://support.fongo.com/hc/en-us/arti ... -Complaint.
For what it's worth, they already know about the problem, so I doubt escalation is going to accomplish anything.

I thought Fongo mobile was different from Freephoneline?

It is.

Or do you mean submit a ticket simply to let them know that the problem continues?

I meant that if you want to express your concerns (and if you want an update for when the problem is resolved) to submit a ticket as a Fongo Mobile customer: https://support.fongo.com/hc/en-us/requests/new. It's your choice. Someone at Fongo is aware of the issue.

If you do want to communicate, then choose Fongo Mobile-->Technical Support (or Bug Report, maybe) for the issue type.

The problem also affects Fongo Mobile users. So you would call your Fongo Mobile number, leave a voice message, observe how long it takes to receive a notification in the Fongo Mobile app, and report the issue.
Login at https://account.fongo.com/admin/reports/call-logs/
Select "current month", click "submit".
Copy and paste the corresponding row that represents the tested incoming call in your ticket.