No obligation. UK support. Same-day response.
Get Prices → 📞 0121 268 0121Before spending time in the Teams admin centre, rule out network issues. Run a speed test at speedtest.net and a Teams-specific network test at aka.ms/netstatus . If your internet connection is fine and Microsoft's services are showing green, the issue is in Teams configuration.
Most Teams calling configuration lives in the Teams Admin Centre (admin.teams.microsoft.com). The key sections for diagnosing call issues:
If you're using Direct Routing (an external SIP provider like Telexico connecting Teams to the phone network), check the SBC health first:
Before spending time in the Teams admin centre, rule out network issues. Run a speed test at speedtest.net and a Teams-specific network test at aka.ms/netstatus . If your internet connection is fine and Microsoft's services are showing green, the issue is in Teams configuration.
Most Teams calling configuration lives in the Teams Admin Centre (admin.teams.microsoft.com). The key sections for diagnosing call issues:
If you're using Direct Routing (an external SIP provider like Telexico connecting Teams to the phone network), check the SBC health first:
Missing or misconfigured licences account for a surprisingly high proportion of Teams calling failures. A user needs all of the following to make and receive external calls:
When you assign a new licence or change a policy in Teams, it can take up to 24 hours to fully propagate to the user's client. If something 'should' be working after a recent change, wait 2–4 hours and retest before escalating.
Contact Microsoft support for: licence activation issues, Teams service outages, admin centre access problems, Teams client bugs.
Contact your Direct Routing provider (Telexico) for: calls failing to connect to external numbers, inbound calls not reaching Teams, SBC showing inactive, number porting issues.
Telexico manages Teams Direct Routing for UK businesses — support included for routing and SBC issues.
| Symptom | Most Likely Cause | Where to Check |
|---|---|---|
| Can't make outbound calls | Licence or Direct Routing issue | Teams admin → Users → Policy |
| Inbound calls not ringing | Number routing misconfigured | Teams admin → Voice → Phone numbers |
| Echo or feedback | Microphone/speaker issue or processing | Update Teams, check audio device |
| Call drops after 30 seconds | SIP timer or firewall issue | Teams admin → PSTN usage |
| Poor quality on certain calls | Network path to Microsoft | Network connectivity report |
| Teams shows 'not connected' | Microsoft outage or licence issue | M365 service health dashboard |
| Emergency calls not working | Emergency calling policy | Teams admin → Emergency policies |
| Licence | Purpose | Where to Check |
|---|---|---|
| Microsoft 365 (any tier) | Base Teams access | M365 Admin → Users → Licences |
| Teams Phone (add-on) | Phone system capability | M365 Admin → Licences |
| Calling Plan OR Direct Routing | PSTN connectivity | Teams Admin → Voice |
| Phone number assigned | Individual DID number | Teams Admin → Voice → Phone numbers |
Click your area for local pricing and case studies.
"Switched our entire office phone system and broadband. The team handled everything, zero downtime. Saving over £200 a month compared to our old BT contract."
"Had failover installed after losing internet for a whole day. Assure X kicks in within seconds. Our team didn't even notice when the main line dropped last week."
"Our dental practice needed reliable phones and fast broadband. Telexico sorted everything in one visit. The AI receptionist handles after-hours calls brilliantly."
Free, no-obligation quote. UK-based support. Same-day response.