Dial 91 Customer Service — Expert Guide for Users and Administrators

Overview: what “Dial 91” customer service covers

“Dial 91” in a telecom context typically refers to international/VoIP calling services that operate across the +91 (India) numbering plan or a branded VoIP product called Dial91. Customer service for these services spans account setup, billing and refunds, call-quality troubleshooting (SIP/RTP), regulatory compliance, and incident escalation. A professional support organization separates first‑line provisioning and billing from second‑line technical escalation and a third‑line engineering group for protocol-level faults.

Experienced support teams use measurable KPIs: average speed-to-answer (ASA) in seconds, first-contact resolution (FCR) percentage, and mean time to restore (MTTR) for outages. Reasonable targets to expect are ASA < 120 seconds for phone, email response within 24–48 hours, and technical resolution for common voice-quality issues within 72 hours—longer for complex routing or interconnect faults.

Contact channels and sample formats

Providers generally offer a multichannel support model: phone support (IVR + agent), email/ticketing system, live chat, and an online support portal with knowledge-base articles and ticket status. If you need immediate assistance for call-dropping or billing block, use phone or live chat; for audit trails and refunds use the ticketing system so everything is logged.

When a provider asks for identifiers, expect formats similar to: account ID = D91-12345678, ticket ID = TKT-2025-000123, or session IDs that look like a 32-character GUID. Phone numbers for Indian services use the international format +91 followed by 10 digits (example: +91 22 1234 5678). Use placeholders in public posts rather than real account numbers.

What to prepare before contacting support

Preparing concise, accurate information saves time and avoids back-and-forth. At minimum have: account ID, last payment amount and date, invoice or transaction reference, the exact date/time stamps (in UTC) of the incident, and any screenshots or SIP trace snippets. Mobile app users should note the app version and OS (Android 12 / iOS 16), and desktop users should note the softphone name and SIP client version.

• Essential data to provide: account ID, transaction ID, timestamps (UTC), originating and destination numbers (E.164 format), caller/callee device IPs if available.
• Technical attachments: SIP INVITE/200 OK logs, RTP stream statistics (packet loss %, jitter ms), MOS score if your client reports it, and a short network test (upload/download kbps and ping/ms).
• Billing proof: invoice PDF, screenshot of balance/usage, bank reference number or UPI/IMPS transaction ID when disputing charges.

Service levels, escalation path and realistic timelines

Typical service level agreements (SLAs) for consumer VoIP: phone/IVR immediate routing with an expected agent wait time under 2 minutes during business hours; email/ticket triage within 24 hours; resolution of routine configuration issues within 48–72 hours. For enterprise customers, SLAs can be contractually committed: e.g., P1 (site-down) response within 1 hour and resolution within 8–24 hours depending on severity.

Escalation usually follows a path: Level 1 (Support Agent) → Level 2 (Technical Specialist) → Level 3 (Engineering/Carrier Liaison) → Account Manager / COO for contractual disputes. Use clear subject lines and include the ticket ID; example subject: “TKT-2025-000123 — P1: Call Drop Every 30s, SIP 5060, trace included”. If resolution stalls, request explicit timestamps for the next update and the name of the escalation owner.

Technical troubleshooting: practical steps and standards

Call-quality issues are the majority of technical requests. Start with quick local checks: ensure Wi‑Fi or mobile data bandwidth ≥ 1.5 Mbps per simultaneous G.711 call, disable VPNs, and test with a direct wired Ethernet connection where possible. Common SIP settings to verify include SIP server/realm, outbound proxy, SIP port (standardly 5060 for UDP/TCP, 5061 for TLS), and RTP port range (commonly 10000–20000 UDP).

Inspect RTP metrics: packet loss above 1–2% causes audible glitches; jitter above 30–50 ms indicates buffering issues; and MOS below 3.5 suggests poor quality. Recommended codecs: G.711 (64 kbps, uncompressed) for best quality, G.729 for low bandwidth but licensed. Collect a short SIP trace and an RTP stream report to attach to tickets. Sample diagnostic commands: “ping -c 10 sip.example.local” and “traceroute -n sip.example.local” to show routing latency and drops.

• Quick troubleshooting checklist: confirm codec, verify NAT traversal settings (STUN/TURN/ICE), check SIP ALG on routers (often should be disabled), run speed test and copy results, provide SIP trace and RTP stats to support.

Billing, refunds and charge disputes

For unauthorized or incorrect charges, open a ticket immediately and mark it “Billing Dispute.” Provide invoice number, transaction ID, date/time, and a short description. Providers commonly offer provisional credits within 3–7 business days and complete investigations within 7–30 days depending on payment method. Bank chargebacks or card disputes follow bank timelines (commonly 30–120 days) and require documentary proof from the merchant and the customer.

Refund policies vary: prepaid credit is often refundable only for the unused balance and may incur processing fees; postpaid bills typically require a billing audit. Always request a formal case number and closure note when a refund or credit is processed to keep your records complete for accounting or regulatory audits.

Security, privacy and best practices

Protect your Dial 91 account by enabling two-factor authentication (2FA) if available, using strong unique passwords (12+ characters, mix of types), and rotating API keys every 90 days for integrations. For enterprises, enforce session timeouts (recommended 15–30 minutes idle) and IP whitelisting for administrative portals.

If you suspect compromise (unexpected credits used, unknown numbers dialed), immediately change credentials, open a high-priority ticket, and request session/IP audit logs from support. For regulatory or compliance questions, ask support for their data-retention policy, privacy notice, and whether they comply with local laws (e.g., India’s telecom rules or GDPR for EU customers).