Issue: Incoming calls failing from specific carrie...
# ❓・bug-reportb
Blake Johnson
02/09/2026, 4:54 PMDescription: We are seeing calls fail when dialed from specific work/landline numbers. Calls from mobile phones connect fine.
Caller hears: "Can't reach this number."
Crucial: These attempts do not appear in our Retell logs, suggesting the drop is happening upstream at the carrier level before reaching the Retell agent.
Details:
Agent Number: +1 202-804-XXXX (Will DM full number). This is a retell-twilio number.
Failed Call Samples (All times EST):
Source: +1 701-450-XXXX (Work Phone)
Feb 3 @ 12:18 PM
Feb 3 @ 12:20 PM
Feb 3 @ 02:03 PM
Source: +1 575-760-XXXX
Feb 3 @ 11:07 AM
Request: I can DM the full source and destination numbers to a support team member. Is it possible to trace the signaling for these calls? Since we don't see them in our logs, we suspect a routing path failure with the underlying carrier.
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Shehroze -Support @Retell
02/09/2026, 5:03 PMHi @Blake Johnson
Shehroze -Support @Retell
02/09/2026, 5:17 PMCan you send call ids
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Blake Johnson
02/09/2026, 6:52 PMI just sent the call information in a direct message
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Shehroze -Support @Retell
02/09/2026, 8:33 PMHi @Blake Johnson
Shehroze -Support @Retell
02/09/2026, 8:34 PMI double check the log in Twilio. I could only see one entry in Feb 6. The calls listed for Feb 3 were not found in Twilio log either. Really want to help but there really no more trace at Retell side right now. We cannot tell what happened if there is no log/tracing at all.
https://cdn.discordapp.com/attachments/1470462807198666836/1470518183361249501/Screenshot_2026-02-10-01-33-29-65_abb9c8060a0a12c5ac89e934e52a2f4f.jpg?ex=698b9647&is=698a44c7&hm=6d7182edabd3a92c632eb61b14c366b6cb3cf9352f2be4a0dddb48ee897ee130&
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Blake Johnson
02/09/2026, 8:39 PM@Shehroze -Support @Retell thanks for looking into it and for the prompt response. We'll try checking with our customer's telephony provider to see if there's an issue on their end of things.