What to do if you get an error message when making a call

If you're trying to make a call but get a recorded error message, you might be scratching your head, wondering — Why? 

Below are three of the most common messages people receive. Read the explanations and try the recommendations to successfully place your call.

"We're sorry. All circuits are busy now. Please try your call again later."

  • An all-circuits-busy message or a fast-busy tone means that there aren't any free outgoing lines. It happens occasionally that more people call than there are available phone lines. Simply hang up and try again. A phone line should free up shortly. 
  • This message can indicate a service outage such as a cut cable or equipment that's been damaged by weather. 
  • If you continue to get this message, note when the problem began happening and/or what time of day it happens most frequently, and contact us.

"Your call cannot be completed as dialed. Please check the number and dial again."

  • Phone numbers come in 7, 10 and 11-digit varieties. If you only use 7 digits and the phone equipment is expecting 11, you can get error message like this. The simplest solution is try one of the patterns you haven't dialed yet:
    • 7-digit (XXX-XXXX): phone number only
    • 10-digit (XXX-XXX-XXXX): area code + the phone number
    • 11-digit (1-XXX-XXX-XXXX): 1 + the area code + the phone number
  • If you only hear this message when you call a specific number, there might be a problem with the number you're calling. Try calling from a different phone and/or at a different time.
  • If you are a Pure Broadband customer and only have our Internet service, then you may have dial tone, but you do not have true telephone service. Customers are not able to call out on Pure Broadband lines.
  • It's possible that you have a block on your phone, which would prohibit you from dialing locally. To remove a block, we will need to help you.
  • This message can indicate a suspended account. For instance, if you haven't paid your bill, you may still have dial tone, but that's about it. At some point, your account will be permanently disconnected, and you won't have dial tone. For how to re-activate your service, read Need your service restored?

"You must dial a 1 when calling this number. Please hang up and try again."

  • This message usually indicates you're calling a long distance number. You will need to follow the instructions and dial 1 before the rest of the number for your call to go through. (Note: Believe it or not, sometimes calling someone only a few blocks away can be a long distance call.)
  • If sometimes you hear this message, and sometimes you don't, when you call the same number, there might be a problem with the number you're calling. Check the number to be sure it's accurate, and then try calling from a different phone, at a different time or find a different way to reach the person.
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