Plan requirement
| Subscription | Any plan |
One carrier having problems does not have to become your problem. Here is what happens and what to check.
What happens automatically
Multi Carrier Trunks connect to several carriers. When one degrades, traffic can take another path. You do not configure this and there is no switch to operate; it is the reason the service is built that way.
Most of the time you will not notice anything.
What you might notice
- Calls to one country failing while everything else works
- Poor audio on some calls but not others
- Calls taking longer than usual to connect
The pattern is the clue. A problem affecting one destination points at a route; a problem affecting everything from one office points closer to home.
Check the status page first
status.pluscloud.nl shows current status, planned maintenance and past incidents. If what you are seeing lines up with something there, you have your answer without opening a ticket, and you can tell your colleagues what is happening.
Rule out your own network
Before reporting a carrier issue, check whether it is local. Poor audio for one person on Wi-Fi is a Wi-Fi problem, and it looks identical to a carrier problem from the user's side.
- Does it affect everyone or one person?
- Does it happen on a cabled connection too?
- Does it affect one destination or all calls?
Note the time, the number called and what went wrong. "Calls to Germany dropped after about thirty seconds, around 14:20, three times" is something we can trace. "Calling was bad this morning" is not.
Reporting it
Send us a request with those details. Routing is ours to fix, and specifics get you there faster than urgency does.
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