Like Colan mentioned, sharing the details would help us diagnose the situation a little better. The phone number could be one of many things going wrong here, so the more info you share, the more we can give back.
If you're concerned about sharing the details publicly, PM one of us.
New advertising option:
A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters.