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What to Do If You Can't Make or Receive Calls

 Experiencing Call Issues?

If you're unable to make or receive calls, don't worry. Many call issues can be resolved with a few simple checks before contacting support.

Step 1 – Check Your Internet Connection

EveryDay VoIP services rely on a stable internet connection.

Please check that:

  • Your broadband connection is working.
  • Other internet services are available.
  • Your router is powered on and connected.
  • There are no reported outages from your internet provider.
Step 2 – Restart Your Equipment

Power off your VoIP device and internet router for approximately 30 seconds before turning them back on.

Allow a few minutes for all devices to reconnect.

Step 3 – Check Your VoIP Device

Ensure:

  • All network cables are securely connected.
  • Your handset has power.
  • There are no warning lights or error messages.
  • Your device has successfully registered with the service.
Step 4 – Test More Than One Number

Try calling:

  • An internal extension (if applicable).
  • A mobile number.
  • A landline.
  • Your own telephone number from a mobile phone.

This helps identify whether the issue affects all calls or only certain destinations.

Step 5 – Check Whether the Issue Affects Other Users

If your business has multiple users, determine whether:

  • One extension is affected.
  • Multiple extensions are affected.
  • The entire office is affected.

This information helps our engineers diagnose the issue more quickly.

Before Contacting Support

Please have the following ready:

  • Your Subscriber ID.
  • Your registered email address.
  • A description of the issue.
  • The telephone numbers involved.
  • The date and time the issue occurred.
  • Any error messages displayed.
  • The make and model of your VoIP device (if known).
When Should I Raise a Support Ticket?

If the above checks do not resolve the issue, please raise a support ticket through your Customer Portal.

If your business is completely unable to make or receive calls, clearly state this in your ticket so our engineers can prioritise your request.

Our Recommendation

Most call issues are caused by internet connectivity, local network equipment, or device configuration. Completing the checks above before raising a ticket allows us to investigate your issue more efficiently and minimise downtime.