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Troubleshooting Guide for Virtual Phone Numbers
Troubleshooting Guide for Virtual Phone Numbers

If you’re experiencing issues with your virtual phone number, don’t worry! Many problems can be resolved quickly by following the steps below.

Updated over a month ago

This guide will help you identify and troubleshoot potential issues with your virtual phone number setup.


Common Issues and Solutions

1. Calls Not Connecting

Description:

  • Calls to your virtual phone number do not go through, or callers hear a busy tone or error message.

Potential Cause:

  • This is often due to interconnection issues between carriers.

Steps to Resolve:

  1. Try calling your virtual phone number using different carriers (e.g., Telstra, Optus, Vodafone) to identify if the issue is specific to one carrier.

  2. If calls from one carrier consistently fail:

    • Note the carrier and type of call (e.g., mobile or fixed-line).

    • Contact Pickle support with the details for further investigation.


2. Call Audio Issues

Description:

  • Poor audio quality during calls (e.g., echoes, dropped words, or static).

  • One or both parties can’t hear each other.

Potential Cause:

  • Audio issues typically originate from the answering point (the phone or device receiving the call).

Steps to Resolve:

  1. Test both the virtual phone number and the answering point:

    • Call the virtual number and check for audio clarity.

    • Call the answering point directly (using its direct number) to see if the issue persists.

  2. If the problem exists only when calling the answering point directly, it is likely unrelated to the virtual phone number. Check your answering device or phone line for issues.

  3. If the issue exists with both calls:

    • Log into the Pickle Portal and check your routing settings.

    • Ensure the correct answering point is assigned.


3. Routing Issues

Description:

  • Calls are not being forwarded correctly or are going to the wrong answering point.

  • Calls fail outside regular business hours.

Potential Cause:

  • Incorrect routing settings, such as time-of-day routing or outdated answering point information.

Steps to Resolve:

  1. Log into the Pickle Portal and review your routing settings:

    • Check time-of-day routing to ensure calls are directed correctly during business and after hours.

    • Confirm the answering point is up-to-date and set to the correct number.

  2. If settings appear correct but the issue persists:

    • Update the answering point to a different number temporarily, then revert to the original number to refresh the routing.

    • Save all changes and test the virtual number again.

  3. If the issue continues, contact Pickle support for assistance.


4. Call Drops or Inconsistent Connectivity

Description:

  • Calls to or from your virtual phone number are frequently disconnected.

Potential Cause:

  • Network instability or incorrect settings in your virtual phone number configuration.

Steps to Resolve:

  1. Ensure your answering device is connected to a stable network (WiFi or mobile).

  2. Verify the number is correctly configured in the Pickle Portal.

  3. Test with different networks (e.g., switch from mobile data to WiFi or vice versa).

  4. If the issue persists, reach out to Pickle support.


5. Call Delay or Latency

Description:

  • There is a noticeable delay in the audio during calls.

Potential Cause:

  • Network routing inefficiencies or low bandwidth on the answering point's connection.

Steps to Resolve:

  1. Test the answering point’s internet connection or mobile network signal strength.

  2. Reduce network congestion by closing unused apps or devices sharing the same connection.

  3. Consider upgrading to a higher bandwidth internet plan if delays are frequent.

  4. If delays occur only with certain calls, contact Pickle support to investigate potential routing issues.


6. Unable to Log into the Pickle Portal

Description:

  • You’re unable to access the Pickle Portal to manage your virtual phone number.

Potential Cause:

  • Forgotten login details or account issues.

Steps to Resolve:

  1. Use the "Forgot Password" feature on the Pickle Portal login page to reset your password.

  2. Ensure your internet connection is stable and try accessing the portal using a different browser or device.

  3. If you’re still unable to log in, contact Pickle support for assistance.


7. Virtual Phone Number Not Receiving Calls

Description:

  • Calls are not reaching your virtual phone number, and no error message is heard.

Potential Cause:

  • The number may not be properly assigned or activated.

Steps to Resolve:

  1. Check the status of your number in the Pickle Portal to ensure it is active.

  2. Verify the number is assigned to a valid answering point.

  3. Test the number by calling from different carriers or devices.

  4. If the number is newly provisioned, ensure you’ve received written confirmation of activation from Pickle.


Still Need Help?

If the issue persists after trying the troubleshooting steps above, our support team is here to assist you.

You can reach us by:

  • Calling Pickle Support: 1300 688 588

  • Logging a Support Ticket: Through the Pickle Portal under the “Support” section.

We’ll investigate and resolve your issue as quickly as possible!


By following this guide, most issues with your virtual phone number can be resolved efficiently. Thank you for choosing Pickle for your communication needs!

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