Need Help - Crazy Issue

[fch]

Hi,

I have been using a SIP from FPL as my home line on Grandstream H-286 for over 3 years with no issue. Recently I changed my ATA to PAP2, and have had no issues so far.

Over the weekend, I purchased a new VOIP unlock key from FPL. I can't seem to make it work with either ATA's. My router is not an issue as my original SIP works fine and all ports are forwarded correctly.

To test the new SIP, all I did was to change the SIP user ID and password from my original SIP to new one. The SIP does gets registered and I am able to make and receive call. However, only one way audio! The other person can hear me, but I can't hear anyone!.

I am not sure what is going on here. Using my original SIP account on both ATA's everything works great.
Is there something on FPL side, that needs to be fixed? I am running out of fixes and ideas here and would appreciate feedback from experience user on this forum.

[Jake]

This has come up a couple of times, and it seems that the account might be stuck in what they are referring to as a 'bad registration'. First of all try changing the account details in the ATA and then power it down for 20 minutes or so (longer if you can) then try again with it.

If that doesn't work, open a ticket and PM fongo support (see sig for links) with it to look at as I believe they can try and clear it their end.

[fch]

Thanks Jake for your quick response.

As per your suggestion, I have created a ticket as well as have send a PM to Fongo Support. Hopefully, it get's resolved quickly.

I had one more idea to verify my account - to use Android phone built in SIP utility as it gives me another set of hardware independent of my router/ATA setup. Using my old VOIP key, all works perfectly, but not the case with newly purchased VOIP key. This verifies that the issue is on the FPL side and I am hoping then can "force registration" onto my account to resolve this quickly.

I will update the forum for other users when more info is provided by FPL regarding my ticket.

[fch]

I just got an automated response back from FPL Support stating that they have closed my ticket and they cannot help me as VOIP unlock key does not include any support.

I feel helpless as not sure what to do when the issue is clearly on FPL side.

[bridonca]

open up another ticket. That just does not sound right. Maybe the CSR had a bad day or something

[Jake]

I just got an automated response back from FPL Support stating that they have closed my ticket and they cannot help me as VOIP unlock key does not include any support.

I feel helpless as not sure what to do when the issue is clearly on FPL side.

The tickets will get closed straight away, it's because they don't officially support FPL unlock key purchases. This is why I also told you to PM Fongo Support, they should get around to your PM and reply to the ticket. So although you got an automated email saying it was closed, by sending the PM it should remain an active issue with them. If you don't get a reply back within a day or so, send another PM to them as they get many emails and PMs through the day and it might have been missed or they might just be busy.

[fch]

Just to update ..

FPL did emailed me with the good news that they have forced the registration onto the new account. I re-booted the ATA and guess what every things works as expected.

The issue is solved for now. I have PMed and have send an email to support Thanking them for their prompt response.