Fix phone number and calling problems

In Nuteq, most phone number problems fall into a few known cases: no agent assigned, a number stuck getting set up, or a port request that didn't go through, and each has a specific fix on the Connections page.

Calls aren't reaching an agent

Check the number's card in Connections. If it shows "No agent assigned," click Choose agent and pick one, since a number with nothing assigned can't answer calls. If an agent is already assigned but callers still aren't getting through, confirm the agent has been published, since changes made in the agent editor don't take effect on calls until you publish them.

A number is stuck on "provisioning"

After you buy a number, Nuteq finishes setting it up in the background, which normally takes well under a minute. If a number stays on provisioning for longer than that, it usually means one setup step needs a retry, which Nuteq keeps attempting automatically for a couple of minutes. If it's still stuck after that, contact support with the number so the team can look at it directly.

A port request was rejected or needs action

Open the port request on the Connections page. A rejected or action-needed request shows the carrier's reason right on the card. The most common cause is a billing detail, the account holder's name, account number, PIN, or service address, that doesn't exactly match what your current carrier has on file. Start a new port request with the corrected details. If the reason isn't something you can fix yourself, contact support and reference the number.

Forwarding isn't working

If dialing the forwarding code doesn't ring through to your Nuteq number, see Business hours and forwarding for the exact code and what to check with your carrier.

Still stuck

Check Common problems for issues that aren't specific to phone numbers, or contact support with the number and a short description of what you're seeing.