If you are unable to make outbound Cloud Voice calls, first check to see if you have a dial tone. If there is no dial tone, please refer to the No Dial Tone section of our Phone Line Troubleshooting guide.

If there is a dial tone, but you can’t make outbound calls, try calling alternative destinations to ensure the fault is not with the area you are calling or with the recipient’s service.

The next step is to check your broadband connection. Cloud Voice requires an internet connection to work, so if your connection has dropped, you won't be able to make or receive calls. Click here for our Broadband Troubleshooting guide.

If you are still unable to make outbound calls after following the above steps, please contact our Technical Support team via Live Chat, using the keyword Fault. You can also call the team on 0808 178 5200.

It's important that you are at the premises you are calling for when you reach out to us. Doing this can help our team quickly troubleshoot and address your issue.

If you are unable to be on site, you can try and arrange for someone else to be there in your place. They can speak to us on your behalf and give us the information and information we need to proceed with the issue. However, we may need to confirm your identity or presence when we do this.

We run our service on the BT Openreach network, and your broadband remains part of this network when you join switch to Cloud Voice. That means that if you have a fault with your broadband, an Openreach engineer will repair it.

The length it takes to repair a fault depends on a number of different things. XLN’s service uses the BT Openreach network, which means that any faults with your broadband will be seen to by an Openreach engineer. How quickly they address the fault depends on the complexity or location of the problem. An earliest appointment will be booked however, please bear in mind that it may take a few days for an engineer to become available.