[Resloved] device not registered error

[Fongo_user518]

My elderly parents have been Fongo Home users for over 5 years. No change in hardware or ISP provider but yesterday they cannot receive incoming calls or make outgoing calls.

1. incoming calls goes straight to VM
2. no dial tone when picking up handset and error message "device not registered"

I have tried:
1. rebooting the router--> then rebooting ATA
2. followed instructions to reset Grandstream 701

All without success. I have sent a message to support and awaiting a "live" response.

Anyone else experiencing the same problem?

[Liptonbrisk]

The ATA isn't registered.

When attempting to dial out, do you hear an account blocked or account suspended message?

Unless the ISP is down or there's an issue reaching Fongo's server (ISP issue) from your parents' address (step 19 from viewtopic.php?t=20539 . . . to ping the servers, try sip.fongo.com and sip2.fongo.com instead of the freephoneline servers listed), I would check to ensure their credit card information is up to date after logging in at https://account.fongo.com/login/ (ensure to use the Fongo Home Phone account username and password when logging in).

In response to your question, others are able to make outbound calls, and their ATAs are registered.

Private message me with your ticket number, please: ucp.php?i=pm&mode=compose&u=1229

--

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account.



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


Fongo Support tickets can be submitted at
https://support.fongo.com/hc/requests/new.

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 Home Phone 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 Home Phone
account. Again, 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 obliged 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.
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/articles/2 ... -Complaint
for information on ticket escalation.

[Fongo_user518]

Hi, I just received this reply from support.

"We're able to see the Fongo adapter online and there is nothing preventing your account from being accessed (i.e. outstanding bills or abuse)."

We are unable to receive phone calls, which goes directly to VM. And when the handset is used, there is no dial tone and error message is " device not registered" is heard on the handset.

I have rebooted the router, unplugged the Grandstream for 2 minutes and rebooted the adapter without success. I have also performed a hard reset for the Grandstream 701.

[Liptonbrisk]

Refer to pages 13 to 14 of the PDF document from https://www.grandstream.com/hubfs/Produ ... nglish.pdf

What do the light patterns indicate?

And when the handset is used, there is no dial tone and error message is " device not registered" is heard on the handset.

Yes, you mentioned that. While I doubt any further message is heard, do you hear anything else after attempting to dial a number?

Are you able to login at https://account.fongo.com/login/ and check your billing details?

Also, if you want me to ask someone else, I'm going to need a a ticket number. Refer to my previous post if you don't have a ticket number. Ensure that you've specified the non-working Fongo home phone number in the ticket. Otherwise, people may run into problems, such as this one: viewtopic.php?p=82041#p82041 (person claims to have a problem with a Freephoneline number, but it's really a Fongo Home Phone account).

If you don't want me to ask someone, if I were you, I would request escalation: https://support.fongo.com/hc/articles/2 ... -complaint

I realize that webpage indicates "Fongo Mobile", but the point is that step 2 states, "If our support representative has not been able to address your concern please request an escalation to the Support Manager or Billing Manager in the prior support request. The manager will contact you to attempt to address your concern. "

I would request escalation to a Support Manager. Provided you have given Fongo the correct phone number that isn't working properly, hearing a not registered message clearly indicates that the ATA isn't registered with Fongo's server. I'm not entirely sure what "online" means in the response to you. The ATA having internet access is independent of it actually registering with one of Fongo's proxy servers.

Besides what I've stated here, there's little else I can do. I need a ticket number and the affected phone number, or you'll have to resolve your issue in whatever manner you choose.

[Fongo_user518]

Hi,

Thank you for all your help. I posted this to see if it was a known issue with other users.

Fortunately, my parents' Fongo Home Phone started working again without any further intervention from us. I am not sure if the device was re-provisioned remotely by support as I had requested. I have not receive any further email from support.

For the record, the lights for power, internet and LAN were all lit when the phone line was down. The phone light was off until the handset was picked up and would blink.

Cheers and have a wonderful holiday season!

[Liptonbrisk]

I'm glad your issue is resolved, and Happy Holidays to you and your family!