VoIP Unlock Key - flagged for deletion due to inactivity for not making an outbound call in 4 years

[fbax]

More than 10 years ago I paid for VoIP Unlock Key; then setup and used the key successfully on Asterisk for several years; but have not used it recently.
This week, I received an email with "We see that you haven't been active for a while. In 5 days, your account may be flagged for deletion."
During asterisk startup; I receive this message (I removed phone number).
[Apr 4 11:11:32] NOTICE[32343]: chan_sip.c:13232 sip_reg_timeout: -- Registration for '1226???????@fpl' timed out, trying again (Attempt #2)
How can I fix this?

[Liptonbrisk]

More than 10 years ago I paid for VoIP Unlock Key; then setup and used the key successfully on Asterisk for several years; but have not used it recently.
This week, I received an email with "We see that you haven't been active for a while. In 5 days, your account may be flagged for deletion."

There appears to be a new 4 year, dormant account policy for VoIP unlock key holders that I wasn't made aware of:

https://support.freephoneline.ca/hc/en- ... unt-policy (updated 8 days ago)

"FreePhoneLine accounts must be used to place a successful outgoing call at least once every 60 days, after which your account is considered dormant.

If you have a World Credits balance:

World Credits will expire at a rate of $1.25 in World Credits, beginning on the 60th day of inactivity (when the account is considered dormant), and every 30 days after that until your World Credit balance reaches zero.

If you have no World Credits balance remaining:

After an additional 30 days of inactivity (total 90 days), your account is subject to automatic deletion, unless you:
- ported in a number from another carrier
- purchased a VoIP Key
VoIP Key Accounts which are considered to be dormant for more than 4 years may be terminated."




I am not fond of this change in policy (4 years for VoIP unlock key holders), especially since this condition didn't exist at the time of purchase.

During asterisk startup; I receive this message (I removed phone number).
[Apr 4 11:11:32] NOTICE[32343]: chan_sip.c:13232 sip_reg_timeout: -- Registration for '1226???????@fpl' timed out, trying again (Attempt #2)
How can I fix this?

Do you hear an account blocked message when dialing out?

If so, visit viewtopic.php?f=8&t=20537. You can read how to contact them in that thread.

With respect to point #2, visit viewtopic.php?f=8&t=20533.

[Jake]

I got that email on one of my accounts also.

Send them a support ticket and they will reactivate it for you.

This is the support ticket I sent them (Issue Type - Freephoneline > My Account is Blocked)

Hello. I received a message from you on 30 March 2024 saying that my account might be deleted due to inactivity. This account is one that has purchased the unlock key quite a while ago.

When I went to make a call using the account I got a message saying that this account was blocked.

Can you let me know what is going on with it please, and how to fix it?

Many thanks in advance, Jake.

And this is the reply I got back a few days later.

Hi there,

Thank you for contacting Freephoneline support.

We would like to let you know that your account was temporarily suspended due to dormancy. We have unsuspended your account, and you services should be restored. Please ensure to place calls once in a while to prevent this from happening.


Best Regards | Respectueusement,

Fongo Support

[Liptonbrisk]

I got that email on one of my accounts also.

Wow, I find this to be pretty shocking, as someone who has purchased VoIP unlock keys. I've let two of my keys remain relatively dormant. Years ago I basically bought extra keys and let them lay dormant (they typically receive incoming calls occasionally, which go directly to voicemails).

Annoying existing, longtime customers is not a great way to build loyalty.

[Jake]

I agree Liptonbrisk. I was also quite shocked when I got the email even though this is a number that I really haven't used in years.

I fail to see what suspending the account is going to accomplish, but there you go. If they do actually start deleting the accounts, then I hope they also refund what people paid for the config files/unlock keys.

[Liptonbrisk]

I was also quite shocked when I got the email even though this is a number that I really haven't used in years.

Yes, I would have been stunned and then angry in all honesty.

If they do actually start deleting the accounts, then I hope they also refund what people paid for the config files/unlock keys.

I'm doubtful refunds will be granted.


For those that need to contact Fongo for this situation, read below:


---

You will need to submit a ticket to have your situation reviewed: https://support.fongo.com/hc/requests/new.
Choose "Freephoneline-->My Account is Blocked" for the final issue type.

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 Freephoneline account. Use the same email address that you use to submit tickets. Do not use the same password as your Freephoneline account. Again, Zendesk support accounts and Freephoneline accounts are separate.

Support staff does not respond to tickets on weekends or holidays. Support hours are 9 a.m. until 4 p.m. EST.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", ticket response time can take up to a week.


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.

Visit https://support.fongo.com/hc/en-us/arti ... -Complaint
for information on ticket escalation. CCTS complaints can be submitted at https://www.ccts-cprst.ca/for-consumers ... aint-form/.

[Liptonbrisk]

Well, I guess, on the other hand, keeping accounts active must cost them money somehow, but as a customer, I definitely don't like this sudden twist.

Anyway, I made outbound calls on all of my accounts today.

[fbax]

I never did get issue resolved as reported above. This morning I got a voice message indicating the "free" number will soon be charged $1.95 per month for 911 service. I guess its time to abandon this account?

[Liptonbrisk]

A) You must use a 3600 second Expires value. A 3600 second registration interval is required and now enforced.

Look at viewtopic.php?p=80569#p80569

And visit viewtopic.php?f=8&t=20533

B) Only the servers listed here are permitted: https://support.freephoneline.ca/hc/en- ... redentials

C) Do you hear an account blocked message when dialing out?

If so, visit viewtopic.php?f=8&t=20537. You can read how to contact them in that thread.

With respect to point #2, visit viewtopic.php?f=8&t=20533.

This morning I got a voice message indicating the "free" number will soon be charged $1.95 per month for 911 service.

Visit viewtopic.php?t=20780

Then visit https://www.fongo.com/freephoneline-911 ... rvice-fee/.


D) Did you submit a ticket? If not, you may need to.

https://support.fongo.com/hc/requests/new.
Choose "My Account Inquiry" for the final issue type.
If you hear, "My Account is Blocked" when attempting to place an outbound call, then choose "Freephoneline-->My Account is Blocked" for the final issue type instead.

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 Freephoneline 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 Freephoneline
account. Again, these two accounts are 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 forums.

I guess its time to abandon this account?

That's up to you. VoIP unlock keys no longer have a dormant account policy because people will have to pay $1.95 every month per VoIP unlock key after October 1, 2024. VoIP unlock key users no longer need to make outbound calls.

https://support.freephoneline.ca/hc/art ... unt-policy

"Note: This Policy only applies to accounts without a VoIP Key."