Troubleshooting Phone Lines and Access Number Calls
What should I do if I’m having trouble making calls using Phone Lines or an Access Number?
If your call doesn’t connect, you hear a busy tone, reach the wrong person, experience poor audio or no sound, or notice other unexpected behavior, contact Rebtel Support.
We’ll check your account, calling method, recent calls, destination, and the local number used to connect your call to determine what may be causing the issue.
Why am I having trouble with Phone Lines or an Access Number?
Phone Lines and Access Number calls use your mobile operator’s local network before connecting through Rebtel.
This means the issue may sometimes be related to your mobile operator, the local number used to connect your Rebtel call, or your Rebtel account and calling setup.
Does this apply if I’m calling using Wi-Fi or Mobile Data?
No. This information is specifically for calls made using Phone Lines or an Access Number.
If you’re calling through the Rebtel app using Wi-Fi or Mobile Data, different troubleshooting steps apply.
Why am I hearing a busy tone when making a call?
A busy tone can have several causes, including an issue with the local number used to connect your call.
Contact Rebtel Support so we can review a recent call attempt and check your calling setup.
Why does my call connect to the wrong person?
If your Phone Lines call connects to the wrong person or destination, contact Rebtel Support.
We may need to refresh the local number assigned to your contact. Once this is done, we’ll ask you to try the call again.
Why is there no sound or poor audio quality during my call?
Poor audio quality or no sound can be caused by different parts of the call connection.
If the problem continues, contact Rebtel Support and provide details about a recent affected call. Let us know whether the issue happens when calling one specific number or multiple numbers.
Why can’t I reach my Rebtel Access Number?
Try calling your assigned Access Number as a regular mobile call.
If you cannot reach the Access Number at all, the issue may be related to your local mobile operator. In this case, you may need to contact your operator for assistance.
If you can reach the Access Number but still cannot complete your Rebtel call, contact Rebtel Support so we can investigate further.
What does it mean if I hear the Rebtel automated menu when I call the Access Number?
If you hear the Rebtel automated menu, your phone is successfully reaching Rebtel’s Access Number.
The menu may include options such as checking your balance, requesting a new PIN, adding a contact, changing your language, or changing your primary phone number.
If you can reach the menu but still cannot call your intended destination, contact Rebtel Support.
Can my mobile operator charge me for calling a Rebtel Access Number?
Yes. Phone Lines and Access Number calls rely on your local mobile operator to connect to a local number before the call continues through Rebtel.
Depending on your mobile plan, your operator may charge you for this local call. We recommend checking that your plan includes sufficient local minutes and confirming any applicable charges with your mobile operator.
Why did my mobile operator charge me for a Rebtel call?
When using Phone Lines or an Access Number, your phone first makes a local call through your mobile operator.
Whether that local call is included in your plan or charged separately depends on your mobile subscription and your operator’s rates.
Can Rebtel give me a different Access Number?
In some cases, Rebtel Support may be able to assign a different Access Number.
If you know that a nearby city or area code is considered a local call under your mobile plan, let our Support team know. We can check whether another suitable Access Number is available.
Can Rebtel refresh the local number used for my Phone Lines call?
Yes. If a specific local number assigned to your contact isn’t working correctly, Rebtel Support can check the assignment and may refresh it.
After the number has been refreshed, we’ll ask you to make another test call to check whether the issue has been resolved.
What information should I provide when contacting Rebtel Support?
Providing a recent example of an affected call can help us investigate the issue.
Please provide:
The number you were trying to call
Approximately when you made the call
What happened when you tried to call
Whether the problem affects one number or multiple numbers
Whether you’ve successfully called the number before
Whether you can make regular local calls from your mobile phone
What can I do if Phone Lines or my Access Number still aren’t working?
If the issue continues after troubleshooting, Rebtel Support can investigate further.
If Internet Calling is available to you, you can also try making your Rebtel calls through the app using Wi-Fi or Mobile Data instead of Phone Lines.