What to do if your service is not working
If your dmSwitchboard12 service is not forwarding calls to you, please try the following steps and this will usually solve most issues.
Check your dmCalls12 Credit
dmCalls12 is in the Service Controls Section of your clubhouse. This is the program which allows your service to forward telephone calls inbound and outbound. It is important that dmCalls12 always has a positive balance otherwise your service will not work.
You can manually alter this by following these instructions:
- Click on the dmCalls12 control panel (1)
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Click 'Credit' (2)
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Check your current calls credit (3). If this is less than £1 then definitely top up.
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If required, enter a topup amount - note that this cannot be more than your current main balance (4)
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Press topup (5) to manually transfer credit from your main account balance to dmCalls12.
Place a test call directly to your divert destination
From a different phone, try a test call directly to your divert destination. If this does not work, the problem is likely with your divert destination provider (e.g. your landline or mobile provider)
Reactivate your Plan
If there is credit in your dmCalls12 account, it may be that pressing Save to re-activate your existing plan will solve the issue.
- Click on your dmSwitchboard12 service controls icon from your main clubhouse page (1)
- Click Plans (2).
- Click the orange asterix (3) next to your active plan to re-activate. This may take up to 2 minutes and will say "active" when complete.
Make a test call
- Place a test call (obviously from a different number than the one we are diverting your calls to).
- After your next test call, If the problem still persists, give it 10 minutes then try reactivating the plan again.
- If you are still experiecing problems, email support@dmclub.net or call 020-7060-2000 and we will respond within 4 working hours.
Other things you can do
Check your opening hours
Open the active plan and check the opening hours for the reception/team/personal extension you are trying to dial. We only divert calls to you when "open". If needed, you can change the opening hours, save and re-activate the plan.
What to do if you answer your calls via VoIP?
- Restart your router
- Restart your VoIP handset