The assistant does not answer the phone

Work through them from the top — it is almost always one of the first two.

1. Is call forwarding switched on? If you call your own number and it is not forwarded, nothing happens at our end. Call the number you were given by us to work out whether it is the forwarding or the assistant.
2. Is the assistant active, and does it have a number? An assistant without a number does not answer, even if everything else is right.
3. Is the subscription active? If an invoice is more than five days overdue, the assistant is switched off until it is paid. It says so on the account.
4. Are there minutes left? Going over your plan does not switch anything off, but a spending cap does.

If all four are in order, write to us with the time of the call that was not answered — we can see it in the log.

Where to check the four

1. Call forwarding: with your own telecoms provider.
2. Assistant and number: Assistants and Settings → Telephony.
3. The subscription: Settings → Subscription.
4. The spending cap: same place, under usage.