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Basic Troubleshooting

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Below are some troubleshooting steps for commonly reported issues. If you are not able to resolve your issue or it is not listed here, please CONTACT US or comment below @esupport.

 

Cannot Access Voicemail

  • Dial 785-639-MAIL and enter your phone number.  If you are not able to access customer’s voicemail, you will need to contact Customer Care to have voicemail services refreshed on your line.
  • If you call your Voicemail and are repeatedly asked to enter your password, check the DTMF tones, to make sure they are set to Long.
  • Any other issues contact Customer Care at 611 or 877-621-2600.

 

Cannot Place Calls

  • If you get the message “This account cannot be activated,” then the programming is incorrect.  If you are in the local area, take the device to a local office to have the device reprogrammed.
  • If you get the message “Please continue to hold,” then the programming is incorrect.  If you are in the local area, take the device to a local office to have the device reprogrammed.
  • If this does not seem to correct the issue, call Customer Care at 611 or 877-621-2600.
     

Cannot Receive Calls

  • Are you unable to receive any calls or is it just some calls.
    • When receiving a call and it goes directly to voicemail, check to make sure Do Not Disturb set on their line.
    • When receiving a call and only the contacts are able to call the number, check to make sure you don’t have incoming call restrictions set to contacts only.
    • If you have a Smart phone, check to make sure you do not have an app that is blocking the calls.  Also, make sure you don’t have “send to voicemail” set up in their contact.
      • When attempting to receive a call, if it rings several times and then it tells you the line is not active – Call Customer Care at 611 or 877-621-2600 to check Voicemail on your line.

 

  • Samsung Galaxy Devices – If you are unable to receive calls/texts from certain numbers, be sure you don’t have that number blocked as SPAM. CLICK HERE for Instructions to check this setting.

 

  • Apple iPhones – If you are unable to receive calls/texts, be sure Do Not Disturb is turned on. CLICK HERE for Instructions to check this setting.

 

Cannot send or cannot receive Short Message Service (SMS / Text Message)

  • If you recently ported your number in, it can take anywhere from 24-48 hours for their inter-carrier text messaging to begin working properly.
  • Do a battery pull/Power Cycle
  • If this does not seem to correct the issue, call Customer Care at 611 or 877-621-2600.

 

If basic troubleshooting steps have not resolved issues, a trouble ticket may be opened by our customer care team. You will be asked to provide information related to the issue you are having. Click here for Issuing a Trouble Ticket.

 

For additional information, please CONTACT US or comment below @esupport.