Objective
If you are experiencing call quality issues such as failed calls, dropped calls, or delays in connecting, it can be challenging to know whether the problem should be reported to your end carrier (the phone provider of the affected number) or to Twilio Support. This article helps you decide where to escalate based on the pattern of failures you are observing, so the right team can investigate and resolve the issue as quickly as possible.
Product
Programmable Voice
Environment
Twilio Console
User Account Permission/Role(s) Required
To open a support ticket with Twilio, you must have access to the Twilio Console for your account.
Procedure
Before escalating, identify the pattern of the call failures by reviewing your Call Logs in the Twilio Console. The pattern will guide where the issue should be reported.
Scenario 1: A single phone number is affected
If only one specific phone number is experiencing call failures or quality issues, the problem is most likely on the end carrier's side, not on Twilio's network.
Recommended action:
- Contact the carrier (phone provider) of the affected number and ask them to verify the number's reachability and check for any local issues.
- Confirm that the number is active, has signal or coverage, and that there are no call-blocking rules or do-not-disturb settings in place.
- If the carrier confirms there is no issue on their end, contact Twilio Support and provide the affected Call SIDs for further investigation.
Scenario 2: Multiple numbers on the same destination are affected
If multiple numbers belonging to the same destination country, region, or carrier are experiencing failures, the issue may be related to the route used to deliver calls to that destination.
Recommended action:
- Check the Twilio Status Page for any active carrier incidents that may affect the destination.
- Contact Twilio Support and share at least 2 to 3 affected Call SIDs, the destination country or region, and the approximate time the issue began.
- Twilio Support will investigate the route and, if needed, escalate the issue to the relevant carrier partner.
Scenario 3: Multiple destinations across different carriers are affected
If call failures are happening across multiple destinations and different end carriers, the issue is likely on Twilio's side or related to your account configuration.
Recommended action:
- Check the Twilio Status Page for any ongoing platform-wide incidents.
- Review your account configuration, including geographic permissions, balance, and any recent changes to TwiML or your application logic.
- Contact Twilio Support and provide a representative sample of affected Call SIDs across the different destinations, along with a description of the issue and when it started.
Additional Information
When contacting Twilio Support, providing the following information will help the team investigate faster:
- Enable Voice Trace and reproduce the issue
- Provide Call SIDs (at least 2 to 3 examples recent examples once Voice Trace is enabled).
- The destination country, region, or carrier where the issue is observed.
- The approximate date and time when the issue began.
- A clear description of the symptom (for example, no answer, dropped call, audio delay, one-way audio).
The following resources may help you investigate further:
- Twilio Status Page: Check real-time status and active incidents.
- Twilio Voice Call Logs: Review individual call records and identify failure patterns.
Contacting Twilio Support: Open a support ticket and share the relevant Call SIDs.