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Unable to Make Outgoing Phone Calls for DC Metro, IL, MA, NY and PA

 

Introduction

Resolution Steps



I'm Unable to Make Outgoing Phone Calls

    1. Make a test call to see if you can dial specific calls types successfully

      • Local Calls

      • Regional Calls (aka Local Long Distance)

      • Long Distance Calls 

    2. Once you determine the type(s) of outgoing calls you are unable to make, follow additional steps below
 

I Can Make Local Calls, but not Regional or Long Distance Calls

    1. Make sure you are dialing the number correctly; some Regional calls require 10 digits

      • For difficulty dialing one specific number, please follow the Can't Call a Specific Number troubleshooting steps - #4 below

    2. Dial 1-700-555-4141 to verify your Long Distance provider

      • If you do not have a Long Distance provider, one must be established before a Long Distance call can be completed

    3. Dial 555-4141 to verify your Regional provider

      • If you do not have a Regional provider, one must be established before a Regional call can be completed

    4. If you are receiving a recording when trying to place one of these calls:

      • Listen carefully to the message and write down the message and reference number at the end of the message

    5. If the problem persists, chat with a representative or contact us for further assistance
 

I Can't Make Any Calls at All

    1. If you have a second phone line, or a cell phone, try calling the number you are tying to reach

    2. Make sure your phone is set to Touch Tone - not Pulse

    3. If you are receiving a suspended service recording, check your balance and make a payment if needed to restore service

    4. Unplug all additional equipment, such as cordless phones, answering machines and fax machines, leaving one phone - preferably corded - plugged into the wall jack

      •  Try the call again; if you are able to complete your call, there may be an issue with one of the pieces of equipment you removed

      • You can determine the issue by plugging each piece of equipment back individually - one at a time

    5. If the problem persists, chat with a representative or contact us for further assistance 
 

I Can Make Some Calls, but am Having Trouble Calling a Specific Number

    1. If you have a second phone line, or a cell phone, try calling the number you are tying to reach

    2. Make sure you are dialing the number correctly; some Regional calls require 10 digits

    3. If you are calling a cell phone number, the person you are trying to reach may be experiencing trouble with their cell service

    4. If you are receiving a recording, listen carefully to the message and write down the reference number at the end of the message

    5. If the problem persists, chat with a representative or contact us for further assistance
 

I Can't Call Out to Rural Areas

    1. Many calls require 10 digit dialing that includes the 3 digit area code and 7 digit number; dial the full phone number

    2. If the call is long distance, you must have a long distance provider

      • Dial 1-700-555-4141 to verify your long distance provider

      • If you do not have a long distance provider, one must be established before a long distance call can be completed

    3. If you receive a recording when calling a rural area:

      • Listen carefully to the message and write down the recording to give to us

      • If there is a reference number, be sure to take note of it
         
         
    4. If the problem persists, chat with a representative or contact us for further assistance
 

If You're a Service Provider

     
    • Please contact:



 

Internal Information

Commercial Agent Steps

Financial Agent Steps

Management Steps