I wanted to flag a persistent issue with the Retell inbound phone number from Canada. The call quality is very poor—constant static and broken AI voice—making it impossible to use. I’ve tried different phones over multiple days with the same result, though the web test call works great. We’re hoping to use Retell for a bigger project soon, but if this Canada-specific phone issue isn’t resolved, we’ll have to consider other options. How can we best get support on this?
For Canadian inbound phone number issues with poor call quality, here are the best support channels:
Primary Support Options:
Visit Contact Sales for direct assistance with your Canada-specific phone quality issues(1).
Ask questions on Discord where community members have discussed similar Canadian phone number challenges(1).
Visit https://github.com/RetellAI/ for additional resources(1).
Troubleshooting Steps:
If you’re using custom telephony, double check your configuration and make sure you imported the right information(1). If the configuration is not correct, delete the imported number and re-import(1). If that does not solve it, please check with your telephony provider to see what’s the error on their side(1).
Check the call history and detailed log in your Retell dashboard, which contains the disconnection reason, the SIP error code, and the error message(1).
Related Context:
Community members have noted challenges with Canadian Twilio numbers for inbound calls(2). One user reported needing to downgrade the Python SDK to version 3.18.0 to make inbound calls work with Canadian Twilio numbers, though this feature is now deprecated(2).
Given the persistent nature of your issue and its impact on your upcoming project, I recommend reaching out through the Contact Sales channel for the most direct assistance.
Hello @Automation_HQ
Can you share a call id that have this issue?