In 60 Seconds

The Diagnosis:

Your profile has likely been filtered, suspended, or outranked by a competitor with better proximity signals.

The Fix:

•Check GBP dashboard for suspension alerts immediately.
•Audit your primary category and insure no recent edits triggered re-verification.
•Reply to all outstanding reviews to signal activity.
•Post a 'Geotagged' update photo to force a location ping.

Verify it Worked:

Search for your business name + city in Incognito Mode. If you appear, the filter is lifted.

When the phone stops ringing, it isn’t a “marketing problem.” It is a broken pipe in your revenue infrastructure.

For local service businesses, the Google Business Profile (GBP) is often the single largest source of inbound leads. A sudden drop to zero calls usually means one of two things: a suspension (hard stop) or a filter impact (soft stop).

This guide covers exactly how to diagnose and fix the issue without waiting for support.

1. Diagnose the Drop

Before changing anything, you need to know if you are invisible or just ignored.

Log into your GBP Dashboard. Look for any red banners saying "Suspended" or "Disabled".
Check Insights. If "Views" dropped to zero on a specific date, you were filtered.
Incognito Search. Search "Plumber in [Your City]" from a mobile device (turn off wifi). See if you rank.

2. The "Hard Stop" Fix (Suspension)

If you are suspended, DO NOT simply appeal blindly.

Remove multiple categories. Stick to one primary category until reinstated.
Check your address. Ensure it matches your utility bill exactly.
Scan for duplicates. Search your address on Google Maps. If another business exists there, report it.
Submit the appeal. Attach your business license and a utility bill.

3. The "Soft Stop" Fix (Filtering)

If you are not suspended but calls stopped, Google has likely "filtered" you because it trusts a competitor more or is confused about your service area.

Force a Signal Refresh: Upload 3 new photos of your team working. Geotag them if possible (or just take them at the location).
NAPs Audit: Ensure your Name, Address, and Phone number are identical on your website footer, Facebook, and GBP.
Review Response: Reply to your last 5 reviews. Include keywords naturally (e.g., "Thanks for hiring us for your roof repair in Austin").

[!TIP] Do not change your business name to stuff keywords. This works for 2 weeks and then gets you banned for 2 years.

Verification Checklist

Use this checklist to confirm the system is producing again.

Profile status is "Verified" with no red flags.
searching "Brand Name + City" shows the Knowledge Panel.
Views in Insights graph show an upward trend line for the last 48 hours.
You have received at least one test call from the number on the profile.

Common Mistakes

Panic Editing: Changing the business name or address immediately triggers re-verification.
Ignoring Reviews: Google treats silent profiles as dormant.
Fake Reviews: Buying reviews to "counteract" the drop often leads to a permanent ban.

FAQ

How long does a suspension appeal take?

Typically 3-5 business days. If you provide the correct utility bill upfront, it is faster.

Should I delete my profile and start over?

Never. You lose all review authority and age trust. Always fix the existing profile.

Why did I drop in ranking for just one city?

Proximity updates often tighten the radius. You need more distinct location pages on your website to reinforce your service area.

Related Resources

Hub: Local Visibility Systems
System: Learn about our Buying Moment Coverage
Support: Contact Support if you can't lift the suspension.

Google Business Profile Calls Stopped Overnight? Here is the Fix.