If one number doesn’t work, but others do, don’t worry, there are a few things you can try.
Before starting, make sure you’ve already followed steps 1 to 6 in the main troubleshooting section.
Step 1: Try dialling the number in international format
For example, instead of 01234 567890, try 00441234567890
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If that works, please open a support ticket
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Include the number you dialed and the format that failed
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We’ll check and fix anything that needs updating on our side
If the call still doesn’t go through, continue to Step 2.
Step 2: Test from another phone line
Try calling the same number from a different phone (and, if possible, also from another provider.
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If it works there, the issue may be with your current connection
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If it still doesn’t work, the number you're trying to reach might have a problem
Still not working? Send us a ticket
If the issue isn’t solved, please log in to your Client area and open a ticket.
Include:
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Your account number (so, the account number you called from, which may be different from the number it shows when making a call)
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The number you tried to call (in both local and international format)
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The date and time of the call
With this, we can trace the failed calls and investigate further.
We’ll update you through the ticket so everything stays in one place.
Of course, we hope you never run into this, but we’re here if you do.
Last updated: 01/04/2025
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