---
title: "Basic Phones - Phone number can’t be called and receiving a disconnect message"
slug: "basic-phones-phone-number-can-t-be-called-and-receiving-a-disconnect-message"
updated: 2026-10-15T01:07:19Z
published: 2026-10-15T01:07:19Z
canonical: "help.servicetitan.com/basic-phones-phone-number-can-t-be-called-and-receiving-a-disconnect-message"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Basic Phones - Phone number can’t be called and receiving a disconnect message

## Problem

Customers are calling the advertised numbers and receiving a disconnect message saying the phone number is no longer in service.

## Solution

Confirm there are no [reported outages or system-wide issues](https://status.servicetitan.com/) before proceeding with the steps below. [Enable Emergency Phones Fallback](/construction/docs/edit-and-enable-emergency-phones-fallback) in case of an outage.

1. Attempt to replicate the issue by calling the forward to number.

- If Yes, the issue is with the customers phone carrier and a repair ticket will need to be opened with them to address the issue.
- If No, Go to step 2.

2. Attempt to replicate the issue by calling the advertised number.

- If Yes, reach out to [ServiceTitan Technical Support](http://go.servicetitan.com/ask) and a repair case will need to be opened to address the issue.
- If No, call examples will be needed as the issue was not replicated and it could be intermittent or could be a third party issue on the caller's end. Collect call examples from the past 24-48 hours at most and contact [Technical Support](https://go.servicetitan.com/#/ask). Use the format below to provide examples to the Support Agent:
  - Caller's number
  - Number dialed
  - Date, time, and timezone
  - Description