Keku customer service number — how to find it and use it effectively

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1 Keku customer service number — how to find it and use it effectively

Where to look for Keku’s official customer service number

Keku’s publicly listed contact details can change; the most reliable place to find an official phone number is inside your secure Keku account dashboard and on Keku’s own support pages. Check the support section at https://www.keku.com/support and the bottom (footer) of your account portal for a dedicated “Contact” or “Support” entry. For contractual or escalation contacts, the details are usually included in the invoice or the signed service agreement you received when the account was created.

Third‑party directories, reseller pages, and forum posts frequently show outdated phone numbers. To avoid wasting time or risking fraud, do not rely on search engine snippets alone. If your account is managed by a reseller, the reseller’s support phone and escalation path will typically be the first line of contact — that number will be on invoices and the reseller portal rather than on Keku’s retail pages.

How to prepare before you call Keku support

Gather the essential account and technical data before you call so the agent can diagnose problems quickly. Required items: your Keku account ID, full account email, the last four digits of the payment method on file, invoice number (if billing related), and the exact DID(s) or virtual numbers involved. For technical issues, record the exact time (including timezone) of the failed call, caller and callee numbers, and whether the problem is consistent or intermittent.

For SIP/VoIP problems, capture or have ready these technical details: SIP username and domain as shown in the portal, SIP server/registrar, transport protocol (UDP/TCP/TLS), SIP port (commonly 5060 for UDP/TCP or 5061 for TLS), and RTP port range (commonly 10000–20000). Also note codec preferences (e.g., G.711 µ-law/alaw, G.729), whether SRTP is enabled, and any NAT traversal tools in use (STUN/TURN). Providing a short packet capture (pcap) or SIP trace and the device model and firmware version cuts average resolution time dramatically.

Phone support alternatives and escalation paths

If you cannot find or reach a live phone number, Keku offers multiple non‑voice support channels that can be faster for certain issues: a ticketing system inside the account portal, email support, and an online knowledge base. Open a ticket through the portal and include the technical artefacts described above; an initial ticket acknowledgement should arrive within a few hours during business days and allows engineers to work asynchronously on the issue.

For outages and contractual escalations, look for an “emergency” or “critical incident” procedure in your service agreement. Enterprise customers usually have a dedicated Technical Account Manager (TAM) or a hotline number listed in the SLA. If your issue involves number porting, billing disputes, or E911 provisioning, specify that when opening a ticket — those teams have different workflows and response time targets (for example, many providers aim to respond to critical incidents within 1–2 hours and to standard tickets within 24–48 hours).

Billing, porting, and account disputes: practical details

When contacting billing, have the invoice number, charge date, the last four of the card used, and a clear description of the disputed amount. Dispute timelines commonly require notification within 30 calendar days of the charge; check your contract for exact limits. Porting a number into Keku typically requires a recent copy of the current carrier invoice (last 30–60 days) and an authorization form (LOA). Typical local number porting can take 7–30 business days; toll‑free or inter‑carrier special cases may take longer (up to 45 days) depending on the losing carrier.

Refund and cancellation rules are contract dependent. Small accounts often have monthly prepay billing cycles; enterprise arrangements may have termination fees or minimum terms. If you need a refund or invoice correction, escalate through the billing ticket route and request a timestamped response; if resolution stalls past the SLA, escalate to the account manager or use the formal dispute clause in your contract.

Technical support: common root causes and exact fixes

Common VoIP issues that support will check first include NAT/firewall blocking (SIP signalling or RTP ports closed), codec mismatches, excessive network packet loss (>1%), high jitter (>30–60 ms), or MOS below 3.7. Practical fixes to try and report before calling: open UDP 5060 (or 5061 for TLS) and the RTP port range 10000–20000 in the firewall, enable STUN if behind symmetric NAT, prefer G.711 for troubleshooting, and test using a wired connection to remove Wi‑Fi variables.

If you provide a packet capture, support will look for repeated Retransmits or 4xx SIP responses and for RTP packet gaps. Useful network diagnostics to run and include in your support ticket: ping and traceroute to the SIP server, an RTP stream test (e.g., using sipp or a media test tool), and an A/V test call from the device to a publicly reachable echo server. Providing these diagnostics reduces average time to resolution from hours to often under one business day.

Quick troubleshooting checklist: confirm account/caller details, record timestamps (UTC), check SIP transport and ports (5060/5061), verify RTP range (10000–20000), test with G.711, capture a short pcap or SIP trace, note firmware/version of SIP device, try wired LAN to rule out Wi‑Fi.

Essential info to have when calling or opening a ticket: Keku account ID, full email on account, invoice number (if billing), DID(s) affected, local timezone and exact timestamps of incidents, call flow sample (caller->callee), and any error messages returned by endpoints (e.g., 403, 408, 503).