[Resolved] "Call Rejected" in FPL call log

[kkappa]

I'm not able to call one specific number. I can call every other number and the person from that number can call me. In the call log it says call rejected. The number is a cogeco number and they confirmed with Telus that they are not receiving the call and said it is on freephonelines side. They said to get an approved trace to show the call is being sent to Telus. I confirmed with another freephoneline customer that this specific number can not be reached. It can be reached by other providers. Cogeco tech support gave me a cogeco voip number to call to test and it went through so it seems to be something with this specific number. When the call is made it rings once and then it sounds like a busy signal. I've always been able to call this number but suddenly am now not able to.

I'm using a grandstream 287 rev4. Netgear router with sip alg disabled. Tried the following:
- full reboot
- factory reset ATA and had a friend with another ATA try
- tried voip.freephoneline.ca voip2.freephoneline.ca voip4.freephoneline.ca:6060
- no physical call block on the callers phone handsets
- called cogeco and they claim its nothing on their end
- tried different phones


Any suggestions?

Thanks

[Liptonbrisk]

In the call log it says call rejected.

Where? After logging in at https://www.freephoneline.ca/callLogs, it says "call rejected"?

[kkappa]

yes login to my freephoneline account under the call log

[Liptonbrisk]

The number is a cogeco number and they confirmed with Telus that they are not receiving the call and said it is on freephonelines side.

I don't understand. If it's a Cogeco number, why is Telus being contacted?

Anyway, you'll need to submit a ticket: https://support.fongo.com/hc/en-us/requests/new

Can you reproduce the issue using Fongo Mobile? If so, submit a ticket as a Fongo Mobile customer.

[kkappa]

Cogeco said something about them being the middleman for their voip. They first said on the cogeco side they couldnt see the incoming calls and then they raised a ticket to check with Telus and then Telus confirmed no incoming calls are coming from my number or my friends number who also has freephoneline

[Liptonbrisk]

yes login to my freephoneline account under the call log

Then it seems more likely to me that the call is being rejected at the receiving end of the call (or somewhere along the path to the destination). It's not as though FPL is rejecting it.

Is the call being rejected because you dialed *67 or are trying to call anonymously?

Can you reproduce the issue using Fongo Mobile while using cellular data on a smartphone? If so, submit a ticket as a Fongo Mobile customer: https://support.fongo.com/hc/en-us/requests/new

[Liptonbrisk]

1) What happens when you call? Do you hear a 3 digit SIP error code?

2) Are you able to call other Cogeco numbers?

3) If you have a modem/router combo, hub, or gateway issued by your ISP, ensure that it's in bridge mode. Contact your ISP if needed.

4) Try disabling SIP ALG in your netgear router: https://kb.netgear.com/30796/How-do-I-d ... -interface

5) Use "voip4.freephoneline.ca:6060" (without the quotation marks) for "SIP server" in your ATA. Update/Save settings.

6) Afterwards, reboot router. Wait for it to be fully up and running. Then reboot ATA.

Make sure that you're not trying to call anonymously.

[kkappa]

1) What happens when you call? Do you hear a 3 digit SIP error code? - it rings once and then sounds like a busy signal

2) Are you able to call other Cogeco numbers? yes the cogeco tech gave me a number to call and it worked

3) If you have a modem/router combo, hub, or gateway issued by your ISP, ensure that it's in bridge mode. - i have a separate modem and a router, but a friend with a completely different setup cant call the number either

4) Try disabling SIP ALG in your netgear router: https://kb.netgear.com/30796/How-do-I-d ... -interface - SIP ALG is disabled

5) Use voip4.freephoneline.ca:6060 in your ATA. - i tried this one

6) Afterwards, reboot router. Wait for it to be fully up and running. Then reboot ATA. - hmm i didn't try rebooting everything after using the voip4, i can try that

[Liptonbrisk]

If you have a modem/router combo, hub, or gateway issued by your ISP, ensure that it's in bridge mode. - i have a separate modem and a router, but a friend with a completely different setup cant call the number either

I hope your friend has SIP ALG disabled as well--and especially at the other end of the call.
The only other thing I can think of is that the person on the other end could be accidentally blocking your number (blocked in phone handset or with the service provider; sometimes the blocking feature is called "Call Control" with Telus, for example).

Anyway, you'll need to submit a ticket. It's better to do it as a Fongo Mobile customer because the ticket will be less likely to be automatically closed.
The back end for FPL and Fongo Mobile should be almost exactly the same.
You can rule out your own LAN/network as being part of the problem by using cellular data to complete the call instead of using Wi-Fi.
If cellular data works, but Wi-Fi doesn't, the problem is on your LAN.

If using cellular data with Fongo Mobile also doesn't work, then the problem isn't on your side.

If you're submitting a ticket as a Freephoneline customer, choose "my account inquiry" for the final issue type.

Provide the call log entry in question where it shows "call rejected". You'll need to provide the number you're trying to reach in the ticket.
Here's the escalation process if you can't get anywhere with the first person who responds to your ticket: https://support.fongo.com/hc/en-us/arti ... -Complaint

[kkappa]

I checked the handsets for the person receiving the call and I'm not blocked and on the software side cogeco says I am not blocked. Plus if it was a blocking issue my friend would be able to call the number. If it was an issue with my internet or setup then my friend would be able to reach the number but he can't. It's very strange. I just assumed it was on cogeco's end but they are adamant its a freephoneline issue.

I never did receive a ticket number so I will submitting another one with "my account inquiry" if I don't hear anything. and then if I have to I'll sign up for the fongo mobile.

Thanks for trying

[Liptonbrisk]

I checked the handsets for the person receiving the call and I'm not blocked and on the software side cogeco says I am not blocked

Well, the call isn't even reaching Cogeco, so there's nothing to block. I'll take them at their word.

If it was an issue with my internet or setup then my friend would be able to reach the number but he can't.

Your friend could have the same issue on his LAN. It's not uncommon, particularly with SIP ALG/NAT issues. But the call is going out, and you're getting a "call rejected" response. So I think my asking you to change to voip4.freephoneline.ca and check SIP ALG was useless.

It's also not uncommon with those trying to block their outbound numbers (this was an issue with Block CID serv being enabled in Linksys/Cisco ATAs and getting fast busy to certain destinations, but you're not using one).

That said, I suspect you are correct in this case.

I never did receive a ticket number

You should receive an automated response from talkfreely(at)fongo.com. Check your spam folder online.

Ticket responses can take awhile due to the pandemic: https://status.fongo.com/
"Support System Status of support.fongo.com (replying to support requests)
Degraded Performance"

I've heard non-automated responses can take up to a week.

[Liptonbrisk]

this was an issue with Block CID serv being enabled in Linksys/Cisco ATAs and getting fast busy to certain destinations, but you're not using one
.

Actually, try dialing *31 to ensure Caller ID is being sent.
Then try calling again. Probably won't make a difference, but it's worth trying.

[Liptonbrisk]

Then it seems more likely to me that the call is being rejected at the receiving end of the call (or somewhere along the path to the destination). It's not as though FPL is rejecting it.

This seems to be the most likely scenario to me. I just don't know why it would be blocked.
It doesn't make sense that the rejection is being done on Fibernetics' network.

Consequently, I suspect an issue involving an interconnect carrier, particularly if Cogeco can't see the call.
SIP error code would be 608.
https://datatracker.ietf.org/doc/html/d ... ejected-08

Anyway, there's nothing else I can think of at the moment. If I'm right, this can only be resolved via tickets.

[kkappa]

I tried the *31, didn't help, but like you said anything is worth a try. I created a fongo mobile account and tried over the cell network and still no luck. I'll try putting in another ticket since i didn't get the automated response, not even in my junk folder.

Again I thank you for your efforts.

[Liptonbrisk]

I created a fongo mobile account and tried over the cell network and still no luck.

Okay, then it's not a problem on your end.

I believe it's an interconnect carrier issue. You can mention that I suspect that's what the problem is in the ticket.
Here's the escalation process (just in case): https://support.fongo.com/hc/en-us/arti ... -Complaint.

Copy and paste the call log entry from your call log into the ticket: https://account.fongo.com/admin/reports/call-logs/, and give them the number that you're trying to call.
If that link doesn't direct you to the call logs, after logging in, navigate to account (upper right)-->call logs.

I hope they fix this issue for you! Good luck.

[kkappa]

How long do you think I should wait before escalating a ticket? The first one I submitted for freephoneline they just said I'd have to pay $50 to troubleshoot my ATA issue, even though its not an ATA issue. The second one I put in under my fongo mobile number I got an message stating:

If your inquiry is related to the following topics, an agent will contact you shortly.
• Retrieve my VoIP Unlock credentials
• Delete my account
• Change my device type

Does this mean if my issue isn't related to the three above things they just aren't going to look at it? The Fongo mobile just continues to say "Call failed. We apologize for the inconvenience".

Thanks

[Liptonbrisk]

How long do you think I should wait before escalating a ticket?

You're basically sending the ticket off and waiting for someone to read it.
You can't escalate anything until you get a response that's not automated.
If you respond to a ticket stating that you want to escalate something, and if Fongo support doesn't read the request, the issue remains unescalated.

Visit https://status.fongo.com/ and look at "Support System". It can take a week (possibly longer) before someone reads your ticket.

The first one I submitted for freephoneline they just said I'd have to pay $50 to troubleshoot my ATA issue, even though its not an ATA issue.

Yeah, that's just an automated response. Someone may still read your FPL ticket. Or it may be closed automatically.

The second one I put in under my fongo mobile number I got an message stating:

If your inquiry is related to the following topics, an agent will contact you shortly.
• Retrieve my VoIP Unlock credentials
• Delete my account
• Change my device type

Does this mean if my issue isn't related to the three above things they just aren't going to look at it?

That's just another automated response.

It seems weird that this automated response mentions "VoIP unlock key credentials", which is for Freephoneline.
For the issue type (dropdown box), did you select "Fongo Mobile (app)-->Technical Support? If not, submit another ticket.


Also, and I hate to be the bearer of bad news, but in addition to the delayed ticket response, since this issue is likely to be an interconnect carrier issue, the problem involves a third party (not Fongo).
So, the person answering the ticket needs to be convinced to contact another someone else. That adds even more time.
I do not expect this issue to be resolved quickly.

I don't work for Fongo or Freephoneline, by the way. The moderators here are volunteer moderators.
Fongo support staff is also not obliged to read or respond on the forums.

[Liptonbrisk]

I've been informed that Fongo support took a look at your ticket yesterday and reproduced the issue. So, they should be opening up a ticket with Fibernetics, who is the CLEC and parent company of FPL and Fongo.

Again, I wouldn't expect a quick resolution.

[kkappa]

Thanks for letting me know, I hadn't heard anything and was thinking about following up but I will sit tight and give it some time.

[Liptonbrisk]

Thanks for letting me know, I hadn't heard anything and was thinking about following up but I will sit tight and give it some time.

Check your spam folder. If you don’t see a response, I feel requesting whether there’s any progress made to your Fongo Mobile ticket is reasonable.

[kkappa]

Still no response on this, other than the automated one. I tried replying in the fongo mobile app and replying to the the automated email with no luck. I just put in another request ticket asking for an update and put in the original ticket number. I get it may take a while but I thought I might get at least a "we'll look into it" email.

[Liptonbrisk]

I appreciate that no communication can be frustrating. Please check your spam folder online (login to your email service via a web browser if possible). Unfortunately, there’s nothing I can do. Back when I asked, I was informed this situation does have to be worked through the support ticketing system. You've tried that. Here’s the escalation process if you haven't received any response: https://support.fongo.com/hc/en-us/arti ... -Complaint.
Fongo Support is not available on weekends, according to the text under "Submit A Request" shown at https://support.fongo.com/hc/en-us.

Fongo's number is 647-847-1355, but I’m not sure you’ll reach anyone, even during regular business hours

[kkappa]

This issue is now resolved! Thank you @Liptonbrisk for the advice and thank you to whomever at Fongo fixed the issue. Cheers

[Liptonbrisk]

This issue is now resolved! Thank you @Liptonbrisk for the advice and thank you to whomever at Fongo fixed the issue. Cheers

That's good news.
Thanks for letting me know. Did someone eventually send you an email, or did you just find out by dialing the number?

[cwspen]

I'm having the same issue with one particular number.

In my case it's a 519-860-xxxx number. I've tried both on my ATA / Freephoneline SIP account, and also the Fongo Mobile app (Different account) on both wifi and cellular data.

I consistently get two rings, then a disconnect.

I've opened a ticket with Fongo Mobile, fingers crossed.