Wireless carriers use spam and robocall detection features that can sometimes prevent legitimate forwarded calls from ringing on your device. This typically happens when your incoming caller ID is set to show the caller's phone number, but can also occur if your virtual phone number has been accidentally blocked or flagged.
For more information on carrier call authentication (STIR/SHAKEN), visit the FCC website.
Troubleshooting Steps
1. Check your blocked numbers list
Make sure your Talkroute virtual phone number hasn't been accidentally added to your phone's blocked list.
iOS: Settings → Phone → Blocked Contacts
Android: Phone app → Settings → Blocked numbers
2. Add your virtual phone number to your contacts
Saving your Talkroute number as a contact can help some carriers and devices recognize it as a trusted number rather than spam.
3. Change your incoming caller ID setting
Set your incoming caller ID to display your Talkroute virtual phone number instead of the caller's number. This reduces the likelihood of your carrier flagging the call as spam. See How to Change the Incoming Caller ID for instructions.
4. Disable spam blocking on your device or carrier app
Turn off the scam blocking or spam protection feature on your phone. This is usually found in your carrier's app or your phone's settings. Common carrier apps include T-Mobile Scam Shield, Verizon Call Filter, and AT&T Call Protect. Once disabled, calls that would have been blocked will instead be labeled as "Scam Likely" or similar.
5. Contact your carrier
If calls are still being blocked after trying the steps above, contact your carrier directly. They may be able to whitelist your virtual phone number or adjust your spam protection settings on their end.
6. Test with a different forwarding number
Try forwarding calls to a different phone number temporarily. If calls come through on the other number, the issue is specific to your original device or carrier settings.
If you're still experiencing issues after trying these steps, contact support for further assistance.
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