No incoming calls since Feb-28 and call routing mess

[martsipon]

This is my third post on the subject. My phone worked OK for few months and then on Feb-28 my phone stopped receiving incoming calls.

My cable modem, router and VOIP phone-adapter are on UPS, so no power-break could damage them. I have rebooted them all multiple times and it did not help. I have also re-set all SIP setting to my VOIP adapter and it did not help too. FPL website SIP SETTINGS page shows that I am connected. Besides, if I can make outcoming calls it means my VIOP adapter works. If I make 10 calls from my cell to my PFL phone - my FPL phone will ring probably once, but if I pick it I hear only silence. Voice answering machine works inconstantly (a.k.a. from time to time) but mostly it does. Since the same date (Feb-28) I started to receive multiple calls/rings to my FPL phone, but when I pick the phone I hear silence.

What happened yesterday could be a subject for good stand-up comedy show. Namely, my FPL phone rang, I picked it - and (unbelievable) I heard a human voice!!! The guy on the line told me that many people called him and asked for Mark (which is my name) and they told him what number they dialed (it was my number), eventually he dialed my number too and vuala he found me! This guy and his girlfriend ended up to be also a customers/victims of FreePhoneLine.ca, namely their phone also stopped receiving incoming calls and also form Feb-28. They gave me their PFL phone number and also their cell number. I have dialed their PFL number and ended up talking with absolutely different family. So, I had to call on their cell to confirm that I cannot reach them on their FPL phone. Guys from FreePhoneLine.ca you do amazing call routing job.

I tried to contact FreePhoneLine.ca customer servers via email but nobody has replied. I have posted request for help on this forum - and again was referred to very long chain of other FPL complaining customers struggling to find solution on their own. So, no phone to call and talk to customer service, no reply to my email to customer service, and no response to my previous request on this forum. Guys from FreePhoneLine.ca thank you for your exceptional service.

I am kinda tired of this "free" service (I paid $50 for account, $25 for number transfer, $100 for new router supporting VOIP, $40 for VOIP phone adapter and I pay roughly $15 a month for their long distance service). I am 7 days without incoming calls (a.k.a without phone) and I see no way to get any technical support to solve my issue.
If FreePhoneLine.ca won't look and fix my issue until March break I will move to other VOIP provider.

[Fongo Support]

This is my third post on the subject. My phone worked OK for few months and then on Feb-28 my phone stopped receiving incoming calls.

My cable modem, router and VOIP phone-adapter are on UPS, so no power-break could damage them. I have rebooted them all multiple times and it did not help. I have also re-set all SIP setting to my VOIP adapter and it did not help too. FPL website SIP SETTINGS page shows that I am connected. Besides, if I can make outcoming calls it means my VIOP adapter works. If I make 10 calls from my cell to my PFL phone - my FPL phone will ring probably once, but if I pick it I hear only silence. Voice answering machine works inconstantly (a.k.a. from time to time) but mostly it does. Since the same date (Feb-28) I started to receive multiple calls/rings to my FPL phone, but when I pick the phone I hear silence.

What happened yesterday could be a subject for good stand-up comedy show. Namely, my FPL phone rang, I picked it - and (unbelievable) I heard a human voice!!! The guy on the line told me that many people called him and asked for Mark (which is my name) and they told him what number they dialed (it was my number), eventually he dialed my number too and vuala he found me! This guy and his girlfriend ended up to be also a customers/victims of FreePhoneLine.ca, namely their phone also stopped receiving incoming calls and also form Feb-28. They gave me their PFL phone number and also their cell number. I have dialed their PFL number and ended up talking with absolutely different family. So, I had to call on their cell to confirm that I cannot reach them on their FPL phone. Guys from FreePhoneLine.ca you do amazing call routing job.

I tried to contact FreePhoneLine.ca customer servers via email but nobody has replied. I have posted request for help on this forum - and again was referred to very long chain of other FPL complaining customers struggling to find solution on their own. So, no phone to call and talk to customer service, no reply to my email to customer service, and no response to my previous request on this forum. Guys from FreePhoneLine.ca thank you for your exceptional service.

I am kinda tired of this "free" service (I paid $50 for account, $25 for number transfer, $100 for new router supporting VOIP, $40 for VOIP phone adapter and I pay roughly $15 a month for their long distance service). I am 7 days without incoming calls (a.k.a without phone) and I see no way to get any technical support to solve my issue.
If FreePhoneLine.ca won't look and fix my issue until March break I will move to other VOIP provider.

Hello there,

Can you please send me PM with the telephone number associated with your account. Also, you have mentioned that you have a support ticket opened- please include that as well.

Thanks,

[amitmeh]

I have exact same problem. I can make outgoing calls perfectly but cannot receive incoming calls. When the phone rings, its an utter silence. But if its from an FPL number, I can hear the person so I know everything is set up properly.

This service has been working flawlessly for about 2 years and all of a sudden, I cannot receive incoming calls.

Please help!
-Amit

[martsipon]

OK, It is solved now. I mean it works OK for both incoming and outgoing calls.

First of all I am pretty sure that even FPL support guy who solved that issue does not know for sure what and why happened.
I mean why my FPL phone that worked fine since October suddenly stopped receive incoming calls on Feb-28 next year.

Hover he found that my adapter's registration on FPL server looks incomplete. I will not tell whole story because it would take long time and many pages. I will just reproduce steps needed to recover incoming calls. But first I have to tell what adapter I use: it is "OBi100 VoIP Telephone Adapter" .

1.) Make factory reset for your adapter (just Google how to factory reset your adapter)

2.) Send PM (private message) to customer service (just find any posting made by "FONGO staff" and press pm icon). Ask them to contact you and to reset (make new) your SIP password. It is OK to give them your cell phone inside PM.

3.) Set voip.freephoneline.ca as your proxy, your name (which is your FPL phone number prefixed with 1) and you new SIP password (in most cases it is enough for adapter to operate).

4.) Important: DO NOT set sip.fongo.com in any of configuration fields (such as realm, server, or any proxy) on your adapter. You could get an email from FPL after you bought your SIP credentials (for $50) requiring to set sip.fongo.com as your realm (or server, or proxy) - DO NOT DO it. Just do not enter sip.fongo.com in any of configuration fields on your adapter.

In my case it worked, and normal phone operation was restored.

I also have to say a few words about FPL customer support. It took really long time (5 days) until they actually reacted and started to deal with my issue.
But as soon as they took my case everything went different. The guy who handled my case was very hardworking, patient and caring. He called me multiple times trying to find most suitable for me time to work together on the issue (he needed me to play with my adapter settings, while he was watching how it affects my adapter's registration on their server) Also, he actually helped me in his after work hours in his private time, from home. I even started to feel some discomfort (a.k.a shame) for my slightly venomous comments I made towatds FPL customer service in my previous postings.

Anyways, it works now.

[amitmeh]

OK, It is solved now. I mean it works OK for both incoming and outgoing calls.

First of all I am pretty sure that even FPL support guy who solved that issue does not know for sure what and why happened.
I mean why my FPL phone that worked fine since October suddenly stopped receive incoming calls on Feb-28 next year.

Hover he found that my adapter's registration on FPL server looks incomplete. I will not tell whole story because it would take long time and many pages. I will just reproduce steps needed to recover incoming calls. But first I have to tell what adapter I use: it is "OBi100 VoIP Telephone Adapter" .

1.) Make factory reset for your adapter (just Google how to factory reset your adapter)

2.) Send PM (private message) to customer service (just find any posting made by "FONGO staff" and press pm icon). Ask them to contact you and to reset (make new) your SIP password. It is OK to give them your cell phone inside PM.

3.) Set voip.freephoneline.ca as your proxy, your name (which is your FPL phone number prefixed with 1) and you new SIP password (in most cases it is enough for adapter to operate).

4.) Important: DO NOT set sip.fongo.com in any of configuration fields (such as realm, server, or any proxy) on your adapter. You could get an email from FPL after you bought your SIP credentials (for $50) requiring to set sip.fongo.com as your realm (or server, or proxy) - DO NOT DO it. Just do not enter sip.fongo.com in any of configuration fields on your adapter.

In my case it worked, and normal phone operation was restored.

I also have to say a few words about FPL customer support. It took really long time (5 days) until they actually reacted and started to deal with my issue.
But as soon as they took my case everything went different. The guy who handled my case was very hardworking, patient and caring. He called me multiple times trying to find most suitable for me time to work together on the issue (he needed me to play with my adapter settings, while he was watching how it affects my adapter's registration on their server) Also, he actually helped me in his after work hours in his private time, from home. I even started to feel some discomfort (a.k.a shame) for my slightly venomous comments I made towatds FPL customer service in my previous postings.

Anyways, it works now.

I have contacted the FPL Support by PM. Hopefully it gets resolved very soon.