Home phone not working

[techboy99]

I'm a new customer to Fongo. On Friday (Jan 11th) I received an email from Fongo saying that my home phone number had been successfully ported. I also received an email from my previous provider saying that my old service had been disconnected the same day. I connected the Fongo adapter to the router and the inside phone line, I get a dial tone, but when I try to make an outgoing call I receive a recording which says "This account number is not valid". Incoming calls go directly to voicemail (with follow-me settings disabled).

I submitted a support request on Friday, but still haven't received a response.

Anyone have any ideas?

Thanks.

[seagame2001]

what kinda router do you use right now?

[Jake]

Did you change the account number in the adapter?
Usually the adapter would have been set up with your initial phone number you chose when you created the account as the account number. When you port in a number then that number becomes your new account number.

[seagame2001]

Fongo should preset if the number is able to port to Fongo or FPL

[Jake]

Fongo should preset if the number is able to port to Fongo or FPL

The way I always understood it was that you had to have an account before you could port a number in or set up a service. I would have thought the adapter they send out would be configured with the phone (account) number as the free Fongo number, albeit this is a temporary number is there is plans to port in a number. After all, until the port is complete they can't be 100% sure that the port will be successful. There is also no way to guess that customers will port in their numbers if they just decide to initially subscribe to the Home Phone service. They can't pre-configure the customers current landline number in the anticipation that they will eventually one day port that number in.

So to my thinking the adapters are sent out configured with the free Fongo phone number that the account was initially set up on, so the customer can use the ATA is nothing else. This phone number acts as the account number, so when someone ports in their number, this then becomes their account number (and ATA username) and so needs to be changed in the ATA.

Maybe they are doing something different with the Home Phone service, but with the ATAs they used to sell through FPL - those always came with the free account number programmed in and this had to be changed once a number was ported in.

[techboy99]

As Jake explained the adapter was sent configured with the temporary number as the SIP User ID. I was able to log into the Grandstream config and make the change. All is well now.

Does anyone know if this is documented anywhere? I don't recall seeing this step while I was searching the forums and the knowledge base.

I sent in two support tickets for this, no response. Do the tickets get looked at or is it better to post on the forum?

[seagame2001]

they dropped phone support recently kinda funny a voip phone company but no phone support LOL

[Jake]

I have never ported in a number, so I am only going by what others have posted. I'm sure others have mentioned that when they were told that the number was successfully ported in that the username would have to be changed. After all, the ATA is dead in the water without the change, so I would have thought it was a fairly integral part of the process.

Support has gone a bit wonky over the last year or so. There are many forum members here that can usually help with things that do not need a staff member to deal with. We have no access to account information so there is nothing we can do.

From the posts I have seen in the last day or so, support is changing and I believe they are making a constructed effort to get it more structured. It looks as though they have pretty much trashed what was in place and slowly piecing things together. Sometimes it is easier to start from a fresh slate.

Glad you were able to get things back on track. People are always welcome to post here when they have problems. There are a few staff members that come by that one can lean on for help also. I believe the emails are being looked at, but I expect they get quite a few of late and so may not get round to them so quickly.

[JackG]

I'm having the same issue. How do I get it fixed?

[JackG]

I did the grandstream config. It's working.