We understand it can be frustrating when phone calls don't work perfectly. There are a few different types of issues you might experience.

Can't dial a particular number

We call this a call completion issue. Relationships between all the phone carriers within New Zealand and around the world are complex and sometimes we have to go another way to reach a number you want to call.

To get this sorted for you we need you to

  • Open a chat conversation through the little speech bubble on this page or email support@vorco.net and provide;
  • Number you are trying to dial, and
  • Time and date you tried to make this call, and
  • Number you are trying to make this call from (i.e. your number).

Once we have this information we'll get straight on to looking into it and either find another way to reach the number you're dialling, or advise why you won't be able to dial it (if it's an invalid number).

Poor quality audio

In this situation the call connects and you can hear each other but it doesn't sound very good. This can be caused by:

  • The person you're speaking to has network issues (far end)
  • Your network has issues (near end)
  • A network in the middle has issues (us, or one of our tolls carriers)

We can track these down by enabling call recording on your line and reviewing some example calls.

To get this sorted for you we need you to

  • Turn on call recording if it's not already on
  • Open a chat conversation through the little speech bubble on this page or email support@vorco.net and provide;
  • Number you are experiencing poor quality audio on, and
  • Provide the call recordings of two example calls with poor quality audio (if you're on SkyPhone Standard or SkyPhone Premium), or the time and date of two calls with poor quality audio (if you're on a SIP trunk).

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