[Resolved] Error: the number is not available to be transferred ... but it is?

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Kwyjor
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[Resolved] Error: the number is not available to be transferred ... but it is?

Post by Kwyjor »

So, I'm eager to sign up for Freephoneline, but I want to keep my old phone number. My exchange appears in https://support.fongo.com/hc/en-us/arti ... -Full-List . I also submitted a ticket at https://support.fongo.com/hc/en-us/requests/new and got an automated reply stating "We have verified that 1xxxxxxxxxx can be moved to Fongo Mobile, Fongo Home Phone, or Fongo Works."

But attempting to purchase a VoIP Unlock Key and a Transfer My Number at https://secure.freephoneline.ca/purchase.pl only produces the message
Error: Unfortunately the number (xxx) xxx-xxxx is not available to be transferred to Freephoneline.
We apologize for the inconvinience.
I replied to my ticket but haven't gotten a response 24 hours later. I tried Googling and found this post from eleven years ago where someone apparently managed to get some attention by posting here, so I thought I'd give that a go.

Any suggestions?
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

Fongo Support hasn't responded here since 2020. Support staff is not obligated to respond to posts on these forums, and there's no guarantee that anything you post will be read by them. These are user-to-user support forums.

When submitting a ticket for your issue, choose "Port-in Inquiry" for the final issue type: 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 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.

Volunteer moderators don't have access to your account and don't work for Fongo.


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.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
Kwyjor
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Re: Error: the number is not available to be transferred ... but it is?

Post by Kwyjor »

Thanks for the response. You are very kind to offer your support in this hour of need.

I didn't see the "Port-In Inquiry" in my old ticket because you need to select "Freephoneline (Home Phone/Unlock Key)" as the issue type and not "Freephoneline". Otherwise the only option is "Number Change Request", which is probably not appropriate here.

I closed my old ticket and started a new one; hopefully it will go where it needs to.
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

When you get a response, I would appreciate knowing what they say, if you don't mind.

Thanks in advance.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
samcnk
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Re: Error: the number is not available to be transferred ... but it is?

Post by samcnk »

yeah, i had same issue. it seems the number can be transferred to Fongo mobile, but can't to freephoneline
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

I suggest submitting a ticket for your issue. Choose "Port-in Inquiry" for the final issue type: https://support.fongo.com/hc/requests/new.

If the number can be ported into Fongo Home Phone, it doesn’t make sense why it can’t be ported into Freephoneline. I suspect something needs to be updated. The situation doesn't make sense.

Please make sure to provide the full phone number in the ticket.

If either of you want, you can private message me the phone number you're trying to port into Freephoneline, and I'll make an inquiry. It's possible someone will respond to your ticket before I hear back though.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
Kwyjor
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Re: Error: the number is not available to be transferred ... but it is?

Post by Kwyjor »

Someone is responding to my ticket, but the last response I got was "Please note, we no longer provide support for FreePhoneLine. However, there is an active community that provides support to fellow FreePhoneLine users ..." etc. This is quite frustrating.

Is the issue that I'm trying to purchase the "VoIP Unlock Key" and the "Transfer My Number" at the same time? Is that how it's supposed to work? The error message sure doesn't suggest that's the problem. I really don't want to pay up my $120 only to find out that "Transfer My Number" still doesn't work afterwards.
Liptonbrisk wrote: 08/15/2024 If either of you want, you can private message me the phone number you're trying to port into Freephoneline, and I'll make an inquiry. It's possible someone will respond to your ticket before I hear back though.
I guess I might as well... Thank you kindly.
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

Kwyjor wrote: 08/16/2024 Someone is responding to my ticket, but the last response I got was "Please note, we no longer provide support for FreePhoneLine. However, there is an active community that provides support to fellow FreePhoneLine users ..." etc. This is quite frustrating.
Are you sure that wasn’t an automated email response? You’re not requesting technical support. Check your ticket status. If that wasn’t an automated email, the response is in error. Also, it would be illogical for a business to reject money.

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.


Is the issue that I'm trying to purchase the "VoIP Unlock Key" and the "Transfer My Number" at the same time? Is that how it's supposed to work?
I don’t know the answer to this question. My only experience is porting in afterwards.
The error message sure doesn't suggest that's the problem. I really don't want to pay up my $120 only to find out that "Transfer My Number" still doesn't work afterwards.
That’s understandable. Keep in mind VoIP unlock key customers are being charged an additional $1.95 per month for 911 access starting October 2024.
I guess I might as well... Thank you kindly.
Okay, I haven’t received a private message from you yet.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
Kwyjor
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Re: Error: the number is not available to be transferred ... but it is?

Post by Kwyjor »

Liptonbrisk wrote: 08/16/2024Are you sure that wasn’t an automated email response?
There's no way of knowing, is there..?
Also, it would be illogical for a business to reject money.
I'm sure they would prefer that I sign up for Fongo at $4.95 per month instead of Freephoneline.
Okay, I haven’t received a private message from you yet.
I tried again just now. Not sure what happened earlier.
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

Kwyjor wrote: 08/16/2024There's no way of knowing, is there..?
If the email or response from Fongo was sent to you minutes after ticket submission, there is (system sending an automated reply). What you quoted previously is typically the automated response provided for Freephoneline technical support requests. It's odd to be receiving the same response for a "port-in inquiry" or for a "my account inquiry" instead, for example.

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.

Check to ensure your ticket status isn't marked as "Solved".


I'm sure they would prefer that I sign up for Fongo at $4.95 per month instead of Freephoneline.
There's a certain segment of users who will never use locked ATAs (Fongo Home Phone uses locked Grandstream ATAs). I'm one of them. It doesn't make sense, to me, for a service provider to reject money from these customers, if an alternate option exists.

I'm skeptical that Fongo wouldn't want to accept your money, but I don't work for them.
I tried again just now. Not sure what happened earlier.
Okay, I've made an attempt to contact them. Support staff doesn't work on weekend or holidays, and it's after 4 p.m. eastern time. Hopefully, someone will take a look next week.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
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Liptonbrisk
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Re: Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

Thanks for reporting the issue. The problem should be fixed now. Please check.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.
Kwyjor
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Re: [Resolved] Error: the number is not available to be transferred ... but it is?

Post by Kwyjor »

Yup! Just purchased my unlock code and number transfer. No more error. Now I wait.

Thanks again for your assistance; I would surely have been lost otherwise. Hopefully this also resolves difficulties experienced by others.

I will close that ticket now.
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Liptonbrisk
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Re: [Resolved] Error: the number is not available to be transferred ... but it is?

Post by Liptonbrisk »

Kwyjor wrote: 08/19/2024 Hopefully this also resolves difficulties experienced by others.
Yes, I believe all new Freephoneline customers were affected. No one could port in; so if you never said anything the problem would still exist. The issue wasn’t your specific phone number.

Thanks.
Please do not send me emails; I do not work for nor represent Freephoneline or Fongo. Post questions on the forums so that others may learn from responses or assist you. Thank you. If you have an issue with your account or have a billing issue, submit a ticket here: https://support.fongo.com/hc/requests/new. Visit http://status.fongo.com/ to check FPL/Fongo service status. Freephoneline setup guides can be found at http://forum.fongo.com/viewforum.php?f=15.