I'm facing a major issue with our VoIP phone system from Intermedia at my small business. We've got about 20 employees, and on Friday morning, our ability to make outbound calls just stopped. While we can receive direct inbound calls, the main number gives an error that it's not available. I tried logging into the admin portal for troubleshooting, but it requires 2FA verification. The catch? It's set up to call our main number which is currently down, and SMS or email alternatives just loop back to that same verification call.
I spoke with Intermedia's Level 1 support who also can't help without verification, sending us through the same 2FA process that's not working. After an escalation with an account owner, we were told they'd get back to us in 24 hours. It's now Saturday afternoon and still no word. Meanwhile, the owner is frustrated and I'm stuck with no clue on how to get assistance. I plan to reach out to their sales team for a better contact, but I'm wondering what else I can do to break through this bureaucratic barrier and get the help we need quickly. Any advice?
2 Answers
Inbound calls working but no outbound could be due to a few reasons: like an application misconfiguration or even hitting a limit on your account. Maybe the main number was ported out without you knowing, which some providers do without verification. If you can, test the lines by calling externally or check if they can call each other internally. I recommend demanding proof from Intermedia that your numbers are still active on their network.
This situation sounds frustrating! When our business switched from Intermedia, it was a relief! I’ve heard others mention issues with billing, so make sure your payments are up to date, even if you think they are. You might want to consider sending some firm emails pushing for a resolution—often that gets someone’s attention. It’s also worth calling multiple times regularly. Don't hesitate to escalate your issue further if you need to.
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