Blocked Callers: "The number you have dialed cannot be reached from your calling area."

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  • Updated 4 years ago
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We have certain customer that get this message when they call our main number: "The number you have dialed cannot be reached from your calling area." What's going on here?

Some customers don't get any message at all. They call and the line will ring a few times and then go silent, neither connecting or giving an busy signal.
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walkyler

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Posted 6 years ago

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walkyler

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Interesting thought.

You are right that only certain customers cannot reach us. It is not all customers. What leads be to believe there must be some issue with RC, is that prior to switching to RC, these customers had no issue reaching us. After the switch, they cannot dial our number and connect. Something in the switch caused the change in connect-ability.
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RC-Installer, Champion

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Did you port your old number?
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walkyler

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yes
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Kim, Alum

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If you number was recently ported, open a WebCase and let them know what number is having the issue and that it was recently ported over. 

If you receive an error like this and number was not recently ported, and it's not the blocked message that Ben posted (which is very common), it might be a routing issue on the carrier.  
  1. See if you can narrow it down to a specific carrier (AT&T, T-Mobile, Verizon, etc.).  Test this from multiple cell phones.   
  2. Test Main Number & a few Digital Lines. 
  3. Get Call Samples.  Support will need the call examples (see below for template). 
  4. Open a WebCase and attach Call Samples.

 * 3. Get multiple Call Samples.
  • Date
  • Time
  • Called Number (to)
  • Calling Number (from + carrier). 
(Edited)
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Ben Foster, Alum

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Official Response
The "this number cannot be reached from your calling area" is the default message for blocked numbers (under My Settings > Screening, Greeting, & Hold Music).

Are you sure these numbers/area codes aren't blocked for any of the extensions in your account?
(Edited)
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Trevor Warren

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This solved my problem. Thank you!

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