Our upstream network provider has implemented new connectivity standards for all calls to the US (+1), which we must follow to ensure your calls continue to reach their destination. These changes are a response to the massive amount of "spam" traffic in the US and heavy new fines (up to $2,500 per call) issued by US regulators.

Why is this happening?

The US phone network is very strict. To avoid being fined, the large carriers who handle our traffic now use automated filters to block any calls that look like "nuisance" or "robotic" dialling. These standards are set by the providers we connect through, and we must pass them on so your calls don't get blocked before they reach their destination.

Mandatory call traffic standards:

To keep your US calling active, your traffic needs to stay within these four specific targets required by the carriers:

Answer Rate: Must be 70% or higher

At least 7 out of 10 calls you make should be picked up.

Call Length: Minimum 1.5 minutes average

Your calls should result in real conversations lasting a minimum of 90 seconds on average.

Short Calls: Under 3%

Less than 3% of your calls should last 6 seconds or less.

Dead Numbers: Under 3%

You must avoid calling "unallocated" or disconnected phone numbers (less than 3%).

What happens if these targets aren't met?

Automatic Blocking: The upstream provider’s system will automatically block any traffic that fails these metrics.

Account Review: If an account consistently sends "low-quality" traffic, it will be flagged for a review, which could lead to higher costs or the service being stopped entirely.

How to keep your service running smoothly

The carriers want to see "responsible" calling patterns. We recommend:

Checking your lists: Make sure you aren't calling old or "dead" numbers.

Genuine calls: Ensure you are calling people who are expecting your call and are likely to answer.

For more information on how to stop your US Caller ID from being flagged as spam, please see our FAQ here.

If you have any questions, please contact our friendly Support Team on 0330 122 6000, or send us an email!