Knowledgebase & FAQs

I cannot make or receive calls, what do I do?

If you've taken the "Agility Voice" service:
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Please reset your Agility Voice equipment in the first instance. Although it should be rare, planned maintenance by BT or other line operators (often done overnight) can cause your service to be disconnected. The easiest way to resolve this is to restart the equipment by disconnecting the power for a short time and then connecting again. Please see your User Guide for more instructions.

You can also perform basic "first line" checks by attempting to call Voice Mail on "00000" - even if you don't subscribe to Voice Mail, you should still hear a voice asking you for a mailbox ID or PIN number. If you can call this, your service IS working and there is no need to restart your equipment. Call our Support Team for further assistance.

If you've taken the "Traditional Agility Voice" service:
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There may be a line fault. Contact our Support Team and we'll be able to perform a line test, and if necessary arrange for Openreach to visit and fix the underlying fault with the line itself. Critical Line Fault support is 24/7/365 - please refer to your Agility Voice Guide for the full contact details for this. Please remember that if your fault is not with the lines, it is NOT covered by 24/7/365 unless you have an Out of Hours agreement with us.

If you've taken the "Agility Voice Trunk" service:
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Please reset your Agility Voice equipment in the first instance. Although it should be rare, planned maintenance by BT or other line operators (often done overnight) can cause your service to be disconnected. The easiest way to resolve this is to restart the equipment by disconnecting the power for a short time and then connecting again. Please see your User Guide for more instructions.

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