Dial91 customer service — professional guide and practical playbook
Contents
Overview of Dial91 support ecosystem
Dial91 operates as an international calling and VoIP service provider; from a customer-service perspective the ecosystem is typically split into four channels: automated IVR and knowledge-base, live chat, email/ticketing, and phone support. For efficient resolution expect first-contact acknowledgement within 1 business day for email/ticket, near-immediate response for chat (2–15 minutes) when staffed, and instant IVR confirmations for account status. Many telecom providers aim for a first-response SLA of 24 hours and a technical-resolution SLA of 48–72 hours; treating these as baseline expectations will help you evaluate performance and escalate appropriately.
Key metrics to track during interactions are ticket ID, timestamp (UTC or local), agent name/ID, resolution ETA, and any reference numbers (transaction IDs, recharge voucher numbers, call-session IDs). Collecting these during the first contact reduces back-and-forth and improves mean-time-to-resolution (MTTR). If you need official contact endpoints, always verify them on the provider’s site (for reference, search the provider domain such as https://www.dial91.com) and record the exact URL or phone number the agent provides in the session transcript for future escalation.
How to prepare before you contact support
Preparation reduces a typical 30–60 minute troubleshooting interaction to under 10–15 minutes. Before you call or open a ticket, gather: your Dial91 account ID or username, the last 4–8 digits of the payment card or UPI reference, the precise timestamp of the failed call or recharge (date and time with timezone), and any transaction/receipt numbers from SMS or email receipts. If the issue is related to a phone call, note the destination number, dialed prefix, call duration, exact error message (e.g., “No Route,” “Busy,” “4xx/5xx SIP error”), and the public IP address of your network.
Also capture technical artifacts where relevant: a screenshot of the account/balance page, a SIP trace or pcap (see technical section below), and the device/softphone details (app name, version, operating system, SIP port). Having a clear, single-issue description (one ticket per problem) speeds routing to level-2 technical staff and prevents ticket churn. If you are requesting a refund or reversal, include the original payment timestamp and the last 6–8 characters of the transaction ID as a minimum.
Data checklist (use this before submitting a ticket)
- Account / username / email used for registration (exact spelling); preferred contact phone number and local timezone (e.g., IST UTC+5:30).
- Transaction ID, recharge voucher number, or payment provider reference (example format: txn_20240915_ABCDEFG); date and time in ISO 8601 (YYYY-MM-DD HH:MM TZ).
- For call quality issues: destination country code, called number, call start time, call duration, jitter/packet loss% if available, and codec in use (G.711u, G.729, etc.).
- For SIP/registration failures: SIP REGISTER/INVITE logs or a pcap capture (tcpdump -n -s 0 -w capture.pcap host
or port 5060).
Troubleshooting common issues — step-by-step
Balance or recharge not applied: verify the payment gateway confirmation email and the transaction ID. If a top-up of INR 100 (or your local equivalent) was deducted but not reflected, request a transaction audit from support and include the payment provider’s reference. Typical processing delays are 0–15 minutes for automated vouchers, but if routed via manual reconciliation expect up to 24–48 hours; escalate if no resolution after that window.
Call connection problems and poor voice quality: check local network rules, NAT and firewall settings, and codecs. Use SIP port 5060 (UDP) or 5061 (TCP/TLS) as configured by Dial91; RTP media typically uses a port range such as 10,000–20,000 UDP. If you see one-way audio, configure STUN/TURN or open the RTP range on your NAT device. When submitting a ticket include a SIP trace (look for INVITE→100→180→200 OK sequence) and RTP statistics (packet loss >1–2% or jitter >30ms commonly produces audible issues).
Technical settings and logs to collect
Collecting the right logs is essential for level‑2/level‑3 troubleshooting. Run a packet capture during a failing call with a command like: tcpdump -n -s 0 -w dial91_call.pcap port 5060 or host
Also gather device logs: softphone debug logs, Android/iOS app diagnostics (include app version and build number), and any modem/router syslogs. An experienced support engineer will request these artifacts and can often identify NAT hairpinning, RTP pinning, or upstream carrier degradation within a single 30-minute session when the data is complete.
Escalation, refunds and SLA expectations
Start with standard support channels; if a ticket is not acknowledged within 24 hours escalate to the “manager-level” or use a dedicated escalation email address if provided. A reasonable escalation matrix is: L1 acknowledgement in 24 hours, L2 technical analysis within 48–72 hours, and L3 resolution or compensatory action within 7–14 business days. For refund requests, many VoIP providers complete refunds to the original payment instrument within 7–21 business days depending on the bank or payment gateway timelines.
If you exhaust internal escalation, use external remedies: raise a dispute with the payment provider (chargeback window varies by scheme, typically 30–120 days), and if you are in India you may direct unresolved telecom complaints to TRAI or the consumer protection forum. Keep all correspondence, ticket IDs, timestamps, and screenshots — they are the evidence you will need for chargebacks or regulator complaints.
Support channels and sample scripts
- Phone/support chat: “Hello, my account is
. I made a recharge on 2025-08-15 at 09:23 IST, txn id . My balance isn’t updated. Can you provide the transaction audit and reference number?” - Email/ticket subject: “Urgent: Recharge not credited — Account
— txn — 2025-08-15 09:23 IST”. Body should include the checklist items above and an explicit requested resolution (refund, reversal, or manual credit) and your SLA expectation (e.g., “Please resolve or escalate within 48 hours”).
