Known Problems and Solutions

The known problems and solutions with Toll Free Numbers

Based on feedback from our customers and technicians, we are in the process of compiling a list of problems with toll free numbers and their solutions. Displayed below are some of the ones we have found so far.

Problem: How come my security code doesn't work?

Solution: You're not entering the correct security code. If you just changed your security code, hung up, called back your number and found that you couldn't get in, then the solution is simple. Most likely when you changed your security code, you entered [*5555] (or any 4 numbers) as your new security code. So, your new security code has the [*] key in front of it. To get inside your mail box you would have to enter [*,*,5555]. If you are a new customer, your security code should have been given to you at sign-up. If that security code does not appear to be working, call customer services at (310) 636 3300.

Problem: Why does my voice mail cut me off while I'm on the phone?
Solution: This problem is simple to identify and quick to fix. It occurs when your local phone company is having trouble properly relaying your call. Because of this, our voice mail system cannot hear you on the phone and hangs up on you. To solve this problem, call customer services and a voice mail technician will adjust the signal on the our system to eliminate your problem.

Problem: Why is there an echo on the line?
Solution: Unfortunately, this is one of our most common problems. Again, the echo is caused with a problem in your local phone company relaying your call. In these situations we first try adjusting the signal of your voice mail box to be more tolerable with problems your phone company is having. If this doesn't work, we offer the option of exchanging the current toll free number for another one in a different calling area.

Problem: Why is there static on the line?
Solution: Although our voice mail equipment may be in tip top shape, many times the lines that run to them from the phone company aren't. If you hear static on the line we are most likely aware of it and have telephone company technicians on location fixing the problem.

Problem: Why am I getting a busy signal?
Solution: There are two types of busy signals. The first is a fast busy. The fast busy means that either your local telephone switch is full and cannot take any more calls or your phone company is having an equipment failure. Unfortunately, we have no control over fast busies and you might have the issue to your phone company. Now the second type of busy is the slow busy signal. Slow busies are quite frequent among those toll free customers who heavily advertise their numbers. Basic toll free voice mail comes with the ability to take only one call at a time. If you need more capacity, multi-line voice mail packages are available at an additional cost.

Problem: Why is there someone else's greeting on my voice mail box?
Solution: Although rare, this problem does come up from time to time. It is usually caused from crossed lines with the telephone company and the problem is usually quickly resolved. Unfortunately we cannot foresee these situations, as we do not have total control over the phone companies that service our voice mail systems.

We hope that some of these entries have helped solve or explain a problem that you may be having with your toll free number. As we find them, more entries will be made available. Thank you for your patience.