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K
Newcomer
KayGee
Newcomer
October 16, 2021
Solved

Can NOT make nor receive Zoom phone calls

  • October 16, 2021
  • 2 replies
  • 10 views

Hi All, 

I am new to Zoom Phone and must say am not enjoying the experience!

 

I recently purchased an Australia and New Zealand Unlimited Plan, but have not been able to make any calls. Each time I have tried, I receive the following message "Sorry...the requested service is not available in your calling plan". Also, unable to receive calls too! So now I'm confused ( have I not set up properly, am I not dialling numbers correctly?) and worried that perhaps I have purchased an incorrect plan - although I made the purchase after long discussion and upon recommendation of Zoom's sale team.

 

I need to be able to call the landline of my office in Melbourne and vice-versa. I am however currently stuck in Greece (since COVID-19 outbreak) so I am wondering if my physical location is creating a problem.

 

I was told my plan isn't supported by Live Chat. I also submitted a ticket - and was the same thing - each time pointing me to video tutorials. I checked them out, but were not very helpful and my problem remains unsolved. 

 

So I'm really hoping that someone can PLEASE HELP ME from here.

 

Thanks in advance,

KayGee

 

 

 

Please help!

      Best answer by FORE-Craig

      Hi KayGee,

       

      I feel for you. I do not know if you can use Zoom Phone to make calls from abroad with your home country account. I couldn't find anything in Zoom Help or on the internet. 

       

      I would suggest that you verify a few settings on your account's setup:

       

      • Go to your Zoom Profile webpage, then click Phone System Management under Admin on the left.
      • Click Users & Rooms, then click your Name/Email address.
      • Under the Profile section, verify that the Calling Package is set properly to the AU/NZ Unlimited Calling Plan, verify that the Extension, Number, Company Number (same as number in your case). Outbound Caller ID, and Country/Region are all set up.

      With all of this Information set, you should be able to dial phone numbers associated with your calling plan.

       

      Since you haven't already used Zoom Phone back home, being abroad poses an extra challenge.

       

      Not knowing is Zoom Phone is allowed to work while abroad, it is also possible that system doesn't work with the AU/NZ Calling Plan because your current IP address in Greece is out of the range for IP addresses in Australia and New Zealand. If this is the case, you might need to try using a VPN (Virtual Private Network) connection to a server in your home country before launching the Zoom App, so that it appears to Zoom that your in that country.

       

      Good luck!

      Craig

       

       

      2 replies

      FORE-Craig
      Specialist
      FORE-CraigAnswer
      Specialist
      October 17, 2021

      Hi KayGee,

       

      I feel for you. I do not know if you can use Zoom Phone to make calls from abroad with your home country account. I couldn't find anything in Zoom Help or on the internet. 

       

      I would suggest that you verify a few settings on your account's setup:

       

      • Go to your Zoom Profile webpage, then click Phone System Management under Admin on the left.
      • Click Users & Rooms, then click your Name/Email address.
      • Under the Profile section, verify that the Calling Package is set properly to the AU/NZ Unlimited Calling Plan, verify that the Extension, Number, Company Number (same as number in your case). Outbound Caller ID, and Country/Region are all set up.

      With all of this Information set, you should be able to dial phone numbers associated with your calling plan.

       

      Since you haven't already used Zoom Phone back home, being abroad poses an extra challenge.

       

      Not knowing is Zoom Phone is allowed to work while abroad, it is also possible that system doesn't work with the AU/NZ Calling Plan because your current IP address in Greece is out of the range for IP addresses in Australia and New Zealand. If this is the case, you might need to try using a VPN (Virtual Private Network) connection to a server in your home country before launching the Zoom App, so that it appears to Zoom that your in that country.

       

      Good luck!

      Craig

       

       

        NickLincoln
        Newcomer
        NickLincoln
        Newcomer
        March 14, 2022

        Hi Craig

         

        I'm coming to you as you seem to be the expert!

         

        Yesterday, I bought the Zoom United Pro package with "UK and IR Unlimited Calling". However, I cannot make outbound calls as I get the auto-message "the requested service is not available in your calling plan."

         

        When I follow your instructions and go to "Users & Rooms" and click on my profile as "Owner" I get the screen below, which says I'm on the "Zoom Phone Basic" package. It won't let me assign to any other package.

         

        Am I missing the point? I've set up the account, chosen a phone number, paid the additional cost and now want to make and receive calls using said number!

         

         

          N
          Newcomer
          Ninja
          Newcomer
          March 5, 2023

          This seems to have resolved itself now, as my online account suddenly gave me the option to assign the correct license to myself. Maybe it just takes a while for the system to propagate correctly?


          How many days did it take?

          K
          Newcomer
          KayGeeAuthor
          Newcomer
          March 15, 2022

          Hello Craig,

           

          It's been a while...hope you have been keeping well!

           

          Now, I've recently been experiencing some difficulties (yet again!) with my zoom phone number, and thought of reaching out to you...the EXPERT 😉

           

          So the situation is that I am able to make calls but NOT RECEIVE calls. I have recently returned to Australia (from Greece) and am wondering if perhaps this has caused some kind of issue - although, when I initially arrived in Oz, I was able to make and receive calls with no worries.

           

          Anyways, hope you can help!

           

          Thanking you in advance,

          KayGee

           

           

          FORE-Craig
          Specialist
          FORE-Craig
          Specialist
          March 15, 2022

          Hi KayGee,

           

          It's nice to hear that you made it safely back to Australia, although I'm sure that you enjoyed your stay in Greece!

           

          I am wondering if the issue with not being able to receive calls now, since it was working when you first came home is due to the network that you're on. Are you using the app through you WiFi of ethernet connected network that maybe has a firewall blocking the incoming calls? Have you tested in various locations?

           

          I would also double check Calling Plan on the Zoom web portal to make sure that it still looks okay with your AU/NZ Unlimited Calling Plan. and that the Phone Number is still in check.

           

          Let me know!

           

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