Support Center / Troubleshooting
A Phone Number Isn't Receiving Calls — Diagnosis Path
When callers can't reach a business number, what they hear tells you which layer failed: a carrier message means the number itself (porting or provisioning), dead air or an unexpected menu means routing, and normal ringing with no answer means the destination. Get one fact first — what does a caller hear?
By symptom
Caller hears | Layer | Check |
|---|---|---|
"Number not in service" / carrier message | The number | Port status; number active on the account |
Dead air, then drop | Routing | Number's destination points at something deleted or empty |
Wrong greeting/menu | Routing | Destination is a stale route or menu |
Rings, no answer, no voicemail | Destination | Extension's devices offline; no fallback configured |
Busy signal | Destination | Device/extension limits; report if persistent |
The two-call test
- Call the number from a mobile. Note exactly what you hear.
- Call the extension internally that the number should reach. If the internal call works, the problem is the number/routing layer; if not, it's the device or extension.
Recently ported numbers
A number that worked yesterday and shows a carrier message today, shortly after a port: contact support with the number and port reference — inbound routing from some carriers can lag a port completion. Meanwhile, confirm other numbers on the account receive calls (they will, if the platform side is healthy).
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Last reviewed August 6, 2026. Still stuck? Contact Signal Support from your portal — include what you expected, what happened instead, and one example phone number or extension.