Text Messaging after Port?

[john.h]

A week ago, I put in the invoice to port my number into Dell Voice. Also, a few days I purchased Unl. Can. texting for 6 months. Yesterday, my number successfully ported into DV and now the text messaging service says I do not have the sms package. I can check my add-ons and confirm I have 175 days left of service. Tried calling but no agents available right now so I'll give it a shot here. Thanks in advance.

[Jake]

A week ago, I put in the invoice to port my number into Dell Voice. Also, a few days I purchased Unl. Can. texting for 6 months. Yesterday, my number successfully ported into DV and now the text messaging service says I do not have the sms package. I can check my add-ons and confirm I have 175 days left of service. Tried calling but no agents available right now so I'll give it a shot here. Thanks in advance.

Your only hope here is to PM FONGO_neil (as I think Mike said he is out of the office, and Steve is still MIA on a Caribbean Island). Hopefully Neil might be able to poke the right person, but I doubt it will be until Monday.

Mike has been showing his face a bit, so it might be worth sending him the PM also. Just copy the link to this thread and PM them your number and the link.

I know it seems hard work with support right now, but calling keep calling in. A CSR is really the only person that can help you here. We can cheer you on, but can't access any of your account information. Try different option on the phone, you might get someone who is willing to help. It's not like you are a completely free customer of theirs, so you should expect some sort of help from them, especially as you can't access the service you have paid for.

[john.h]

Thanks Jake. I'll give it a shot and PM the staff.

EDIT: I tried extending it in hopes that it would reassign the package to my new number. No luck and 206 days remaining with text now.

[john.h]

Ugh, please help.

[Jake]

Ugh, please help.

It's the weekend, and a long one at that, so the staff don't come by that much. Even if they did there probably wouldn't be anyone they could talk to about it.

I would suspect Tuesday is the earliest you might get some luck on this. Even then you are going to have to hope that a staff member picks up on your PMs.

Unfortunately, the forum isn't considered an official place for support. The staff members that do frequent here do so under their own stream and isn't part of their job description. The official support starts with calling a CSR, but that seems to have been pushed to reading the FAQs on their site now - but that isn't going to help in your case.

Sorry we can't be of any help.

[john.h]

Ah. I understand, but Saturday's a business day according to fongo's tech support line and I tried calling all day yesterday with no dice. It wouldn't matter to me as much if didn't need texting as much as I do. I appreciate your concern and thank you.

[JeffM]

I have exactly the same problem... very frustrating.

My number port became active on Friday. My Dell Voice text messaging immediately went down. I tried 3G and wifi connections; both come back with an error saying I am not subscribed to text messaging when I attempt to send a text, even though I bought three months worth last week.

I too tried adding more txt credit to my account, thinking my credit didn't carry over to the new number... that didn't help. People have been calling all weekend asking why I'm not responding to texts...

Finally today I have been getting voicemails in which incoming text messages are being read out by a computerized voice, which I used to get on my Rogers landline when I had one.

Something definitely went wrong with the port, and the inability to text along with the strange voicemails makes me think my account is being seen somewhere in the ether as a landline, not a wireless account.

In any event, I'm very eager to get this up and running so I'm willing to cut Fongo some slack, but I'd be lying if I said I was happy about being told by a company I just gave about $50 to that I'm not eligible for any kind of support...

[kevdanga]

I have the exact same problem as previously mentioned. Paid for SMS, and now it doesnt work, appears that my mobile number was ported to a landline.

Very frustrated so far with that lack of technical support available, but as mentioned by someone else, with the savings provided to me, I'll cut Fongo some slack for now.

[Jake]

Well in a way it is good that more than one person is having this problem - as it means that there would seem to be a problem. Hopefully Fongo has go hold of this thread and have actually passed it onto the right people.

Maybe a quick post here to tell people they are on it wouldn't go a miss.

[elwebmaster]

It appears my problem has been fixed now: I am able to text a Wind number and receive replies. Thank you fongo! Looking forward to some great savings

However, I am not able to receive text messages from GoogleVoice. I do have the Canada-only texting package, but I didn't expect that to impact incoming messages as well.

[FONGO_steve]

Well in a way it is good that more than one person is having this problem - as it means that there would seem to be a problem. Hopefully Fongo has go hold of this thread and have actually passed it onto the right people.

Neil was on this in Mike's absence this week

[kevdanga]

Mine still is having the same issues. Any time frame on the fix?

[TheHardy]

I have brought this up on another thread (don't lock, Mike ... this is a valid crosspost!)

If the official support medium is moving over to the forums, and with the introduction of new and more complex services, SUPPORT needs to come along accordingly.

The phone support, which now fails-over to the forums, and actively sends people here, is pathetic at best, with the hours that it keeps and availability of qualified support (not the support itself, but the fail-over to the forums -- the reps are good "enough", just getting to them is hard!).

The axoim of call in with problems is failing ....

The former lack of staff checking the UNOFFICIAL forums and taking an entire weekend to reply to a problem is NOW problematic, as the forums become a MORE official support forum.

Fongo: please step up your support availability, either via phone or forum ... and if the forum is the vehicle of choice, then throw the required resources at it, and staff it correctly!!

Thanks!

[FONGO_steve]

I have brought this up on another thread (don't lock, Mike ... this is a valid crosspost!)

If the official support medium is moving over to the forums, and with the introduction of new and more complex services, SUPPORT needs to come along accordingly.

The phone support, which now fails-over to the forums, and actively sends people here, is pathetic at best, with the hours that it keeps and availability of qualified support (not the support itself, but the fail-over to the forums -- the reps are good "enough", just getting to them is hard!).

The axoim of call in with problems is failing ....

The former lack of staff checking the UNOFFICIAL forums and taking an entire weekend to reply to a problem is NOW problematic, as the forums become a MORE official support forum.

Fongo: please step up your support availability, either via phone or forum ... and if the forum is the vehicle of choice, then throw the required resources at it, and staff it correctly!!

Thanks!

Hi hardy,

I think the forum support policy that was posted last week might provide some clarification on this matter:
http://forum.fongo.com/viewtopic.php?f=11&t=5

[JeffM]

For the record, I'm still unable to send or receive SMS...

[john.h]

For the record, I'm still unable to send or receive SMS...

You're not alone in this, apparently they're trying to fix the situation, but wouldn't removing and adding our days back to our new numbers fix it?

[john.h]

It's now working again, thanks Fongo.

[kevdanga]

Good to hear, mine is still down, but if yours is back online I have hope!

[FONGO_mike]

This is an issue we have noticed in regards to certain acocunts. We are currently working on clearing them all.

[kevdanga]

Any timeframe on my account? The weekend is quickly approaching, and being without text service for an entire week is kinda a big deal...

[JeffM]

I'm back up and running. Thanks Fongo guys!

[TheHardy]

I have brought this up on another thread (don't lock, Mike ... this is a valid crosspost!)

Fongo: please step up your support availability, either via phone or forum ... and if the forum is the vehicle of choice, then throw the required resources at it, and staff it correctly!!

Thanks!

I think the forum support policy that was posted last week might provide some clarification on this matter:
http://forum.fongo.com/viewtopic.php?f=11&t=5

Thanks Steve, and yes I did notice it. I just am taking up my soapbox to rally for adequate support via OFFICIAL channels (seeing as how the telephone call-in support is scaled back, and refers the the web and forums). Those of you Fongo-ites that come here, do a good job, but as you say, it is in ADDITION to your regular duties, and weekends/holidays have VERY spotty support on the forums (understandable if ALL the participants from Fongo are M-F employees...)

My point was only that if the shift in support is to an online based model, then it needs to have adequate resources and staffing; perhaps bring a "wirepulling weekend tech" up to speed on the forums to get some Sat/Sun coverage on the forums, or petition the higher-up "decision makers" to allocate 60-90 mins of an employees time on a given day to the ONLINE support aspect.

[kevdanga]

What do you expect for the amount that your paying....

[kevdanga]

Also, my problem is fixed, thanks Neil. It took a couple days, but the problem seems to be dealt with.

Call quality is pretty poor to be honest though, my plan of using this as a replacement cell plan may have been unwise.

[FONGO_mike]

We are happy to hear your now enjoying the service properly