Calling specific number does not go through

[gershe]

I am unable to call my wife's cell phone (Fido). Getting busy tone instantly. Calls go through calling the same number from different providers.
My parents also have FPL and the also have the same problem. Looks like common theme FPL->specific number does not work.

[Liptonbrisk]

Fido is, of course, a subsidiary of Rogers. I don't have problems calling Rogers mobility numbers that I call normally. There could be a call routing/carrier issue to this specific number.

However, the problem could be with your wife's Fido account or smartphone. For example, visit viewtopic.php?p=78660#p78660

Just FYI, and if you are curious

I called my provider (Fido) and they solved the problem by allowing calls over LTE. Now I can call my cellphone from my FPL home phone. It seems that the other couple Rogers/Chattr customers that I tried to call have the same issue.
Apparently there was a block in my acccount for voice over LTE. This was put back in the days when they transitioned from 3G to 4G (LTE) and it was causing problems for some customers.
This was explained to me anyway

Thanks again

frankrizqo was, previously, getting busy signals.

Follow the steps, step by step, down the list:

1) Call Fido and ensure there isn't a VoLTE block enabled on your wife's account.

2) Also try enabling VoLTE on your wife's cellphone. Contact Fido for help.

3) Double check her cell phone to ensure both your and your parents' numbers haven't been accidentally blocked (unlikely). Sometimes third party caller id/blocking apps can cause problems as well.


Otherwise, outbound call path goes from phone-->ATA-->Freephoneline.

Ensure the number you're dialing is being sent from your PAP2T.

4) a) Dial ****
b) Then dial 110#
c) Enter the IP address you hear into a web browser.
d) Login to your ATA.
e) Always choose the admin login and advanced view menus (select "advanced" in the upper right).

5) Ensure phone handset is dialing the number you intend. Call your wife's number.

6) Navigate to Info tab-->Scroll down until you see "Line [the line used for FPL] Status"
Note that "Line Status" is not a tab
You want to look for "Line 1 Status", for example (if Line 1 is used for FPL).

7) Check "Last Called Number" for the Line 1 (or 2, if Line 2 is use for FPL) Status. What is the Last Called Number? Is it your wife's number? If not (or if the number is incomplete), the problem is either with your phone, your dial plan, or your ATA.

i) If the Last Called Number is correct, skip this step (don't change dial plan). In your PAP2T's webUI, navigate to Line (being used for FPL) tab-->Dial Plan
a) Use ([2345689]11|988|[2-9]xxxxxxxxx|1xxxxxxxxxx|011xxxxxx.|*98)
b) Save settings.

ii) If the Last Called Number is correct, skip this step. Test DTMF by calling the Toronto or B.C. numbers from https://thetestcall.blogspot.com/.
Wait for the beep, press #, and then press 2. Then press every single digit on your phone. Then press #. Wait to hear if each button was successfully pressed. Then end the call. That way you can test to ensure DTMF is working properly--for that specific IVR system--and you can also test to ensure every number on your phone works properly.

8) Dial *68 to deactivate caller ID blocking on outbound calls on your PAP2T.

i) Navigate to Voice-->Line (whichever you use for FPL)-->Supplementary Service Subscription-->Block CID Serv:
a) change to no
b) Click "submit"
c) Try calling your wife's number again. If calling works, you can stop at this step.

9) Login at https://www.freephoneline.ca/doGetCallLogs. Click "submit".

i) Does the "to" field show your wife's number properly? If not, the ATA didn't send the right number.
ii) What's the "Disconnect" reason?

10) If everything looks normal so far, and if you've already contacted Fido (ensure you speak to someone competent) about calls from Fibernetics carrier numbers (Fibernetics is the carrier for Freephoneline) not working, then submit a ticket: https://support.fongo.com/hc/requests/new.
a) Choose "My Account Inquiry" for the issue type.
b) In the ticket, describe the issue (also mention that other calls using other service providers to your wife's number work fine), provide your wife's number, and also provide the full call log entries for failed calls to your wife from https://www.freephoneline.ca/doGetCallLogs
c) I would ask your parents to do the same for step 10.

[Liptonbrisk]

(General info)

These are user-to-user support forums. Fongo support staff is not obligated to respond or read posts here. Volunteer moderators do not have access to your account and can't resolve account-related issues since they don't work for Fongo.


Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage" or "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
account. Again, these accounts are unrelated.

If your ticket is closed, submit another: https://support.fongo.com/hc/requests/new (Choose "My Account Inquiry" for the final issue type.)

This is the escalation process: https://support.fongo.com/hc/articles/2 ... -Complaint.




Support staff does not respond to tickets on weekends or Canadian holidays.
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Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
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Similarly, they appear to be on Facebook:
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