Fongo dorman account

[fguser100]

According to https://support.fongo.com/hc/en-us/arti ... unt-policy

"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 (in the case of a FreePhoneLine account)
- have an active Unlimited Texting subscription (Fongo Mobile or Fongo World Edition)
- have an active Fongo Plus subscription (Fongo Mobile or Fongo World Edition)
- have an active Remove Ads subscription (Fongo Mobile or Fongo World Edition)
"

Question 1 )
If I ported my number from another carrier to fongo mobile , I don't have to make any successfull outgoing call at all in oder to keep my account active ?

Question 2 )
If I ported a freephoneline number to another carrier and then ported that same number to Fongo mobile, would it be considered as porting a number from another carrier ?

[Liptonbrisk]

Question 1 )
If I ported my number from another carrier to fongo mobile , I don't have to make any successfull outgoing call at all in oder to keep my account active ?

You don't have to worry about losing your account since the number has been ported in from another carrier.

Keeping it active so that it doesn't lose World Credits is another matter; you must make outgoing calls.

However, potentially losing numbers is a significant issue. I suggest asking Fongo support for clarification: https://support.fongo.com/hc/requests/new.

Question 2 )
If I ported a freephoneline number to another carrier and then ported that same number to Fongo mobile, would it be considered as porting a number from another carrier ?

I have no idea. I suggest asking Fongo support for clarification: https://support.fongo.com/hc/requests/new.


Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", 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 or Freephoneline
account. Again, all of these 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.

[fguser100]

Here is the answer from Fongo support that will be put in quote

"
Fongo Support (Fongo Support)

Jun 21, 2024, 11:07 AM EDT
Hi there,

There are 2 things you need to be aware for Fongo Mobile.


Dormant Charge
- This will deduct $1.25 world credit from your balance if there are no outgoing calls within 60 days
- This policy is enforced regardless if the number is ported
- This will not delete your account

Inactivity Policy
- If there is no call placed within 90 days, the account will be deleted
- this does not affect you if you have the following:
- ported in a number from another carrier
- purchased a VoIP Key (in the case of a FreePhoneLine account)
- have an active Unlimited Texting subscription (Fongo Mobile or Fongo World Edition)
- have an active Fongo Plus subscription (Fongo Mobile or Fongo World Edition)
- have an active Remove Ads subscription (Fongo Mobile or Fongo World Edition)


With regards to your 2nd question

any for of number transfer to Fongo Mobile will be considered porting.


Best Regards | Respectueusement,

Fongo Support
"


My comments / understanding from Fongo support regarding :

Question 1 )
Fongo simply cut and paste their answer from the official policy .

I will not have to make any phone calls "at all" to prevent my account from deleted ( I will do maybe once every 6 months anyway )
If I had world credit than I would have to make call once every 60 days.

Question 2 )
I didn't event have to port my Freephonline to another carrier and port it back to Fongo. I can simply port from Freephonline to Fondo and I
will be ok .


Thanks to LiptonBrisk for your valuable helps as usual.

[Liptonbrisk]

With regards to your 2nd question

any for of number transfer to Fongo Mobile will be considered porting.

Question 2 )
I can simply port from Freephonline to Fondo and I
will be ok .

I could be wrong, but I'm not entirely convinced. At the very least, I'm now confused.

https://support.fongo.com/hc/en-us/arti ... unt-policy

The wording is "ported in a number from another carrier".

Fongo runs Freephoneline. Fibernetics is the CLEC that has Fongo Mobile and Freephoneline numbers. Fibernetics is the carrier for both Freephoneline and Fongo Mobile numbers.

Check Freephoneline and Fongo Mobile numbers at https://freecarrierlookup.com/ and https://currentcarrierlookup.com/. You should see "Fibernetics" for "carrier".

Technically speaking, I don't see how porting a Fibernetics number into Fongo Mobile counts as being "from another carrier".

I would ask for clarification again, if it were me. I could be wrong, but if so, why bother specifying "from another carrier"? My response to that question is, “Well, they must be trying to exclude something. What would that be? Where else could I be porting from if not from another carrier? Oh, maybe another Fongo mobile account. Maybe from a Freephoneline account.” Freephonline isn't another carrier. Freephoneline is even run by Fongo.

It would make sense that if you port a Freephoneline number to Bell, for example, and then, subsequently, port the same number from Bell to Fongo Mobile, that two-step process would count as porting from another carrier. But the carrier for Freephoneline and Fongo Mobile numbers is Fibernetics; porting from Freephoneline to Fongo Mobile, strictly based on the wording used, doesn't count. Freephoneline and Fongo Mobile are run by Fongo.

Perhaps Fongo support doesn't care because you're paying $25+tax no matter what to Fongo to port a number from Freephoneline into a Fongo Mobile account: https://support.freephoneline.ca/hc/art ... o-services. If that's the case, I find the wording at https://support.fongo.com/hc/articles/3 ... unt-policy to be misleading. Instead it should say, "ported in a number to your Fongo Mobile account". Unless I’m missing something, there's no reason to add "from another carrier".

Regardless, thank you for providing Fongo support's response.

[fguser100]

I just queried my freephoneline number on both sites and they both return Fibernetics Corporation.

I will port my number out and port back to Fongo just be sure.

Thanks again.

[Liptonbrisk]

I've submitted a ticket myself requesting clarification. The answer is something I need to know as a moderator.

[Liptonbrisk]

Perhaps Fongo support doesn't care because you're paying $25+tax no matter what to Fongo to port a number from Freephoneline into a Fongo Mobile account: https://support.freephoneline.ca/hc/art ... o-services.

This appears to be the case: "Ported numbers (Including ported numbers from Freephoneline) are excluded from the Dormant account policy regarding account deletion. This policy only applies to free accounts."

[fguser100]

Thank you.

[Liptonbrisk]

I'm not sure what qualifies as a free account. Anyone care to guess with me?

[fguser100]

I'm not sure what qualifies as a free account. Anyone care to guess with me?

Fongo is still free.

We can still create new account and have new phone number for free .

[Liptonbrisk]

I'm getting conflicting information from two different sources.
One of those sources is even contradicting Freephoneline's own dormancy policy.

[Liptonbrisk]

I was concerned that a VoIP unlock key wasn't considered to be a free account, but in this case, it doesn't matter. If a number has been ported into any Freephoneline account, the account won't be deleted due to dormancy.

Okay, someone I trust to have the right information told me that "across all products, accounts are not deleted [due to dormancy] if they [contain numbers that have been] ported in". Products that have a fee, such as Fongo Home Phone, may have the accounts deleted if a bill is overdue, which makes sense.

[Liptonbrisk]

Fongo has changed its policy again today, July 12th. I'm finding it difficult to keep up.

https://support.fongo.com/hc/articles/3 ... unt-policy

"If you have no remaining World Calling Credits:

When your account reaches 120 days of inactivity, your account is subject to automatic deletion, unless your:
Fongo number was originally transferred (ported) in from another carrier. This extends the automatic deletion date from 120 days of inactivity to 5 years (1827 days)."

[Liptonbrisk]

You don't have to worry about losing your account since the number has been ported in from another carrier.

I guess you, suddenly, do have to worry.

Fongo has changed its policy again. I'm finding it difficult to keep up. Now you have to make outbound calls once every 5 years if you have a ported number.

https://support.fongo.com/hc/articles/3 ... unt-policy

"If you have no remaining World Calling Credits:

When your account reaches 120 days of inactivity, your account is subject to automatic deletion, unless your:
Fongo number was originally transferred (ported) in from another carrier. This extends the automatic deletion date from 120 days of inactivity to 5 years (1827 days)."

[mjbad2]

I have ported my number from Fido. And it is still suspended. I can not add payment with credit card as I do not see option. I created ticket and only reply was my request is undated. What the heck does that mean. I still get error

What the heck FPL/Fongo?

Payment Information
Purchase Summary
$5 World Credit $5.00
1 Month Unlimited Canada SMS $ 2.79 $2.79
Enabling $5 Auto Reload for World Credits

HST, ON: $1.01
Total: $8.80
Error: You must save credit card information for the auto-renew service.


I do not see this option

[mjbad2]

You don't have to worry about losing your account since the number has been ported in from another carrier.

I guess you, suddenly, do have to worry.

Fongo has changed its policy again. I'm finding it difficult to keep up. Now you have to make outbound calls once every 5 years if you have a ported number.

https://support.fongo.com/hc/articles/3 ... unt-policy

"If you have no remaining World Calling Credits:

When your account reaches 120 days of inactivity, your account is subject to automatic deletion, unless your:
Fongo number was originally transferred (ported) in from another carrier. This extends the automatic deletion date from 120 days of inactivity to 5 years (1827 days)."

Looks like Fongo has no idea what is going on. My account is not activated. I called many times from my Line . which is ported from Fido.
I can nor buy credit. all calls incoming to Fongo line goes to voicemail.

I had same experience with my FPL line. ticket was created and nothing. So my option was wiping out everything in ATA. power off for two days. Then reconfigure and it started.

This is what Forgo do to their paid users. And I spend about $5 every week with world credit.

Now I can not add credit. I can not use phone. I can not port it back to Fido as it is dormant.

What a gong show.

[fguser100]

There is an option to chat with Fongo from your Fongo Mobile App.
Click on <Account> and then <Support> and then <Chat with Fongotron>.

I never used it. Buy you can try to see if it helps

[Liptonbrisk]

Looks like Fongo has no idea what is going on. My account is not activated.

How did you determine your account isn’t activated?

I called many times from my Line

Is this from a Fongo Mobile number? Do the outbound calls work?

which is ported from Fido.

Ported to your Fongo mobile number, correct?

Is porting completed? https://support.fongo.com/hc/articles/2 ... o-services

all calls incoming to Fongo line goes to voicemail

Visit https://support.fongo.com/hc/articles/2 ... ngo-Mobile
(try the basic troubleshooting steps)

Ensure “Rings Before Voicemail” is greater than 1, and try enabling “Alternate Fongo Connection”

And it is still suspended. I can not add payment with credit card as I do not see option.

By the way, Fongo runs Freephoneline.

It’s unclear to me whether you ported your Fido number into a Fongo Mobile account or a Freephoneline account.

To add or update your credit card information to a Fongo Mobile (smartphone app) account, login at https://account.fongo.com/redirectToPurchase

Select something to buy, and then click "buy". Note that you will be paying for whatever you selected.

You can also purchase add-ons directly within the Fongo Mobile app itself. You can tap the shopping cart icon in the upper-right. Refer to the pics at https://www.fongo.com/services/fongo-mo ... g-add-ons/ as an example.


To update credit card information for a Freephoneline (ATA) account, login at https://www.freephoneline.ca/login?page ... tToPayment

Try using Google Chrome if another browser hasn’t be working for you. Alternatively, try Mozilla Firefox. Regardless, try a different web browser to see if doing so makes a difference (clear browser cache and delete related Fongo website cookies).

None of the volunteer moderators here work for Fongo. We don't have access to your account(s).
These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee that every forum post is read by staff.

I can't do anything to fix your account(s) if they are suspended/blocked or if porting is incomplete.
--
This is the escalation process with Fongo: https://support.fongo.com/hc/articles/2 ... -complaint


If you require further help, you will need to submit a ticket: https://support.fongo.com/hc/requests/new
Choose "My Account Inquiry" for the final issue type.

Visit https://status.fongo.com/.
If "Support System" indicates "Degraded Performance", 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 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
or Fongo Mobile accounts. Again, all of these 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.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
They are also on Facebook.