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Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello. I work for a SaaS company. We've been using call extensions for most of our campaigns. Lately, we've been getting alot of calls that result in hang ups, or the person has called the wrong number. Does anyone know why this is or what I can do to resolve the issue? I recently set the device preference to mobile but that has not seemed to resolve the hang up issue.

 

Thank you!

1 Expert replyverified_user

Call Extensions Receiving Wrong Number Calls

Rising Star
# 2
Rising Star

Hi Alyssa,

 

Are you using a Google forwarding number in your call extension? (If you're not sure, read this: https://support.google.com/adwords/answer/2454052).

 

I have occasionally seen clients who use call tracking numbers receive a lot of wrong numbers/hang-ups. If you're using a Google forwarding number, it's possible that people are finding that number in places it has been used in the pas, and are still calling it not realizing it now belongs to someone else.

 

You could test turning off the Google forwarding number option to see what impact that has on the volume of irrelevant calls. That's not a great longterm strategy because it reduces your tracking abilities, but it might be worth a test.

 

If that doesn't help, or if you're already not using a Google forwarding number, there aren't really any other good options except to stop using call extensions entirely.

 

Best,

 

John

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

We are having this same issue for the past several months. Turning off call reporting has not resolved the issue. I've also added negative keyword phrases with the names of the businesses that people are searching when they reach us instead. We've been asking Google for a resolution as now about 50% of our call volume is wrong number calls generated by google forwarding numbers. 

 

 

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Hi Kerri, I have also not been able to find a resolution. At first, I thought the tracking number was too closely resembling another companies number as we were getting calls for Uber. But, even changing the tracking number has not resolved the issue. 

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Sounds like your keywords are too broad.

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

I had the same problem for weeks! The numbers are not sterile. 

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Hi 

 

I am getting the same issue, a lot of calls to my work number looking to speak to other people. 

 

Why is this? How can I resolve it? 

 

Thanks

Terry 

Re: Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
I gave in and used numbers from CITYNUMBERS

Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi Barry 

 

what are numbers from CityNumbers? and how would it resolve the issue? 

 

thanks

Terry 

Re: Call Extensions Receiving Wrong Number Calls

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭
Hi, Terry:

>From what I have gathered... Google is using IP phone numbers on our ads
and forwarding them to our main number to track the calls generated by the
ads. The problem seems to be that the numbers are often re-used and old ads
are running with the same numbers. A user will search "Uber Customer
Service" and the phone number they are advised to call on the ad is
forwarded to us.

I'm not sure how to fix this. I've turned off call tracking but the calls
are still forwarded to us. I've spoken to countless people over at Google.
They tell me it must be our keywords, but I know it is not. We are getting
calls for companies that have nothing to do with our keywords. I've even
added negative keywords for the companies that we keep receiving calls for.
Nothing has helped.

Google acts like they've never heard of this issue when I mention it to
them, but I find that hard to believe considering all the people I've seen
posting about this exact issue on these forums. Google keeps telling me
they are working on it but no one ever gets back to us with any suggestions
or resolutions and nothing they have suggested has worked so far.

What is the problem, Google? Why can't you just stop forwarding IP numbers
to our main number?
--
Kerri Green