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 wondering why. 

Below are three of the most common messages people receive: "All circuits are busy," "Cannot be completed as dialed," and "Dial a one." 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 means that there aren't any free outgoing lines. Occasionally, there are more people trying to place calls than the number of available phone lines. Simply hang up and try again. A line should free up soon. 
  • Sometimes, this message can also indicate a service outage such as a cut cable or equipment that's been damaged by weather. You can use the Service Troubleshooter below to check for outages.
  • If you continue to get this message, note when the problem began happening and/or what time of day it happens, and submit a repair ticket through the Service Troubleshooter below.

Service Troubleshooter

Please enter your Account or Billing Phone Number and Billing Zip Code to test your services.

"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 + phone number
    • 11-digit (1-XXX-XXX-XXXX): 1 + area code + 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 a 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 making calls. To remove a block, you will need to contact us.
  • This message can indicate a suspended account. If you haven't paid your bill, you may still have a dial tone, but that's about it. If your account continues to be past due, it will be permanently disconnected, and you won't have a dial tone. Learn how to set up a payment plan.

"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.
  • If you get this message only sometimes 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 or at a different time.
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