Completing this fault finding guide

If your UK local telephone number does not work you can use this guide to try to solve the problem yourself without having to contact Support.

Before you begin, read the instructions contained in Fault finding guides: Introduction so that you know how to report your findings.

The Flow

This diagram shows the fault finding flow that you need to follow if your UK local number is not working.

The flow's steps are explained in more detail in the next section.

FF-100 Step 1 - What is your number and service?

My number is <e.g.+44 20-7060-2000>
Choose the applicable service:

- I have a dmConnect service (Go to Step2)

- I have a dmVoice service (Go to step2)

- I have a dmSwitchboard service (Go to <dmNote 5678 Step1>)

Without this information, Support will not be able to help you.

FF-100 Step 2: Does your service require calling credit?

Does your number require calling credit?

- Yes (Go to step 3)

- No (Go to step 4)

Step instructions

Many of our services require calling credit to forward calls; you can check this by using the tariff calculator in the control panel for your number.

See dmNote 0111 for information on how to find this.

FF-100 Step 3 – If your service requires calling credit, how much credit do you have in your account?

I have <e.g. £124.54> calling credit in my account. (Go to step 4)

Step instructions

You can check your account credit by looking in the top right hand corner of your clubhouse. Your current balance is shown in the Account credit and orders box, shown here.

If you need to add calling credit to your account, then you can do so by clicking the orange ADD Credit button.

FF-100 Step 4 – Check your service’s settings

I have checked my settings and they:

- Don’t need changes (Go to step 5)

- Need changes (See dmNote 3324)

Step instructions

You can check the settings of your service, by clicking the number or graphic on the service icon from your main clubhouse page.

This opens a new window, where you’ll be able to check the settings for your number. Remember that the DIVERT tab indicates to where the number is forwarding calls.

For more information on the options and settings on each divert page, please refer to the on-screen help at the foot of the divert options tab.

FF-100 Step 5 – Check the divert destination

I have checked the divert destination:

- It is working (Go to step 6)

- It is not working. The problem is not with your dmClub service. See Step instructions.

Step instructions

You can check whether there is a problem with the divert destination by calling the number from a different source, such as your mobile phone, and seeing whether you can connect successfully.

If you cannot, check that the line is operational: does it have power and a strong signal. Is it switched on. If these basic checks do not resolve the problem, contact your service provider.

FF-100 Step 6 – Contact dmClub support

My name is:
My contact number is:

Step instructions

If you’ve made it this far and you have not managed to resolve the problem with your service, please complete the email that you’ve been preparing along the way. Include any further information that you think might be useful.