Help Help Help

[shy]

What's going on? As of late this afternoon, i can no longer hear any calls I make or receive on my line. The other party can hear me fine, but I hear nothing. Can anyone help?

[dibsmft]

It is likely that some misconfiguration of your router has finally caught up with you. First try shutting everything down (power off) , PC, ATA router and modem and have a cup of tea (wait 10 minutes). Then, in order, restart (power on) the modem and wait until it shows a connection, then the router, then your ATA (or PC if you are using it to connect to Fongo). Then try a test call. Let us know the result.

[shy]

This is on an iPhone. It's the mobile app. I complained yesterday to support about having calls go directly to voicemail instead of being able to answer them on my phone. Later in the day I received an email stating that all should be fine now with my account, but since then, I cannot hear anyone calling me, but they can hear me fine. The only way I can speak and hear properly is with another Dell Voice user. No one else. I'd like to get this fixed asap.....

[dibsmft]

Well, I guess that shows how much it helps if you give plenty of information about the connection method that you are using! Are yo calling using wifi or a data connection? If on wifi then you still need to make sure that the ports needed to make the call are available through your router to the iphone and that may well be the problem causing the one way sound but that may be ruled out if you can talk to another DellVoice user OK. Check your router to makes sure that all is well with port forwarding there.

[shy]

Everything is fine vis a vis the configuration of my equipment. I am almost 100% sure that this has to do with something on their end, especially since it started after they supposedly fixed my previous issue. I am at wits end! This is my only line and I need it. You try carrying on a one way conversation LOL

But thanks for your words of support. I have sent pm's and emails and I hope someone will answer soon!

[TheHardy]

PMs will not be answered over the weekend. Emails are very slow. Fastest way to get support, if you truly think it is a Fongo issue is via the phone in customer support.

other than that, as I do not run the smartphone apps, I am unable to assist any further on this.

[shy]

I know, the trouble is that when I call 611, they can hear me but I can't hear them. Ironic, isn't it..........

[dibsmft]

Everything is fine vis a vis the configuration of my equipment. I am almost 100% sure that this has to do with something on their end, especially since it started after they supposedly fixed my previous issue. I am at wits end! This is my only line and I need it. You try carrying on a one way conversation LOL

But thanks for your words of support. I have sent pm's and emails and I hope someone will answer soon!

The one way sound problem is not a unusual thing to observe when using SIP. Sound packets (via RTP) are either not getting to or are not interpretable when then do. This is usually a router problem and often a case of the RTP packets not being able to get to the phone due to closed ports or incorrect forwarding. It is also sometimes due to a loss of registration due to the phone not having the correct IP address. One thing you could try is to use the phone on another wifi network, preferably one that is known to work on an iPhone. Or, get a friend who uses a phone like yours to try your network and see if the same problems are presented.

[shy]

I connect only by wifi so it's not the router. I tried to connect with 3G but the problem persists. A little later this morning, I will try it on my friend's network and see if it works over there. It is such a frustrating problem.....

[dibsmft]

I connect only by wifi so it's not the router. I tried to connect with 3G but the problem persists. A little later this morning, I will try it on my friend's network and see if it works over there. It is such a frustrating problem.....

OK, so if you are not using the wifi provided by your router so what wifi service are you using? The fact that the phone also fails with 3G does suggest that the problem is with the phone or possibly with Fongo.
Has you made sure that the audio volume output on the DellVoice client is not muted or turned off or routed elswhere than to DellVoice?

[shy]

Like I said before, I can hear and be heard by another Dell Voice user. That seems to be fine. I cannot hear any other call to any other number using my wifi, my buddy's wifi, which I tried this morning, or the 3G network that I piggyback off of. I firmly believe that this is some sort of problem with the Fongo network configuration in regards to my number. The only thing left for me to do is to set up another dummy account and see if that works. I'm at wits end.

[dibsmft]

It does seem a bit strange that calls to other Fongo users work OK. I guess those calls go through different servers so perhaps there is a problems somewhere within Fongo that is affecting your calls. Perhaps getting another account would not be such a bad idea in the circumstances.

[dibsmft]

It could be that you have a problem with the voice codecs that you are using. What codec (codec options) are you using for your calls.

[shy]

In the end, it is a problem with Fongo. I opened another account and received a new number and this one works fine on my phone. So the problem is that one of the techs went into my account and screwed something up. I was in contact earlier with a tech support guy and he was supposed to look into my account and call me back, but of course I never heard from him again. I will leave it now until Monday since I am using the other number for now.

Thanks for all the suggestions.

[dibsmft]

Excellent! So, at least you can use your phone now. Get on to customer service on Monday and see what they have to say about it.