18 days of useless customer service tests and time-burning. No solutions of any kind.
Calls placed through browser work fine. Calls placed though mobile phone never call me before calling the recipient. Calls is completed but no way of communicating. No filters of any kind on the mobile phone. All other calls received and sent. HubSpot system is simply not connecting the sender side of the call. Sent them HAR files of actual calls. They know it isn’t working on their side - and doing absolutely nothing about it. Continually attempting to blame the mobile phone carrier. Calls via the app on the phone also work perfectly.
The odd thing is that this worked fine 4 weeks ago.
I’m mostly venting because I can’t fix this and HubSpot Customer Service is totally ineffective at addressing and providing solutions. If you have worked through this and found a permanent fix - please share.
Hey @NealSearle,
Welcome to the Community and thanks for posting here!
I saw that the status of your support ticket and it looks like this has been escalated to our internal team. I understand the frustration here, but hopefully that will be your quickest route as this will typically allow for internal call logs to be reviewed. In the meantime, have your tried the mobile app with Call method > mobile phone carrier, like seen here: Make calls from the HubSpot mobile app (please feel free to correct if thats what you’re already utilizing)
Tagging in some folks from the community as well to make to see if they’ve dealt with this as well.
Hey @remingtonbegg , @CGrove5, @val_kouba – do you have any other suggestions for @NealSearle on this?
Sam, Community Manager
the app works fine but doesn’t work with my project as I’m working off a sequence. And the browser call works until I run out of minutes.
Hey @stassey, I think i can help here…
Hey @NealSearle, I’m sorry you’ve lost 18 days to this. That’s exhausting, especially when you’re trying to work through a sequence.
As you said, the app works but doesn’t fit your sequence workflow, and browser calling stops when your minutes run out, I’d connect a third-party calling provider to HubSpot rather than wait on “call from phone” to be fixed. Aircall, Dialpad, JustCall, RingCentral and Zoom Phone all plug into HubSpot’s calling widget. You’d pick the provider straight from the call option on your sequence tasks and work through the task queue as normal. Calls still log against the contact and the sequence moves on, but you’re not using HubSpot minutes, and your calls stop depending on that phone-side connection. Most of these providers have free trials, so you could be back to working your sequence today.
If you’d rather keep trying to get “call from phone” working, remove your registered number and add it again so it re-verifies. Also ask your carrier whether a network-level spam or call-protection filter has been turned on. Those block calls before they ever reach the handset, which would explain why there’s nothing to see on your phone and why it suddenly stopped a few weeks ago.
I hope one of these gets you moving again!
well - that’s another option I guess. Although I guarantee that the additional system comes at a cost and I am not in an executive position and capable of purchasing additional software to integrate with HS.
And to make matters worse - Browser stopped working today - which further provides evidence that it’s a problem on HS side, not my damned cell provider. Completely and totally unacceptable.
I have removed and reverified. No change.
There are no spam filters, I’m getting every single useless call. And even the blocked calls are still recorded as having been blocked. The HS calls never hit my handset or the carrier (xfinity) and there is no record whatsoever of it ever being attempted.