THE FIX
Phone Issues
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Can't Make / Receive Calls / Dropped Calls

Isolate and resolve call failure issues.

Customer Goal

Restore reliable inbound and outbound calling without dropped connections.

Why It Matters

Isolating the type of call issue identifies the most likely root cause faster and prevents unnecessary device resets.

  1. 1

    Identify

    Understand the situation.

    Ask the customer
    • Can you make outbound calls?
    • Can you receive inbound calls?
    • Are calls dropping mid-conversation?
    • Is this happening with one or all numbers?
    • When did this issue start?
    Why it matters: Helps isolate the type of call issue and identify the most likely cause faster.
    Stay calm, be clear, and set expectations. You're here to help!
Quick Tips
  • Always confirm the customer's experience before making changes.
  • Test after every action to confirm the issue is resolved.
  • Document steps taken and customer confirmation.
Escalation Criteria — T2

Escalate only if:

  • Internet isn't suspended
  • Phone is registered
  • Completed T1 troubleshooting
  • Issue can be repeated
  • Not account related

Warm transfer to T2 and provide a brief summary of steps taken and outcome.

Common Customer Issues
  • Call forwarding accidentally enabled
  • DND or call-blocking turned on
  • Phone unregistered after a reboot
  • Weak Wi-Fi signal causing mid-call drops
Related Resources
  • SOP — Call Troubleshooting
  • KB — Resetting Call Forwarding
  • KB — PSTN vs VoIP devices
  • THE KEY — Walking customers through a test call