Audio troubleshooting and Calling troubleshooting
Learn how to troubleshoot calling issues. Calling issues can be related to to a coverage, network, phone, or account problems.
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Cannot make or receive calls
Can't make calls
Can't receive calls
Can't call a specific number
Poor audio quality on calls
Wi-Fi Calling issues
Touch-tones aren't working
Dropped calls
Can't make or receive calls
If your phone does not have signal, see Signal troubleshooting instead.
For lines with Family Allowances, make sure calls aren't being blocked by a setting.
For prepaid accounts, check that you have a balance.
Turn off Wi-Fi, and check that WiFi Calling preferences are set to Cellular network preferred. See your user manual.
Turn your phone off, and then restart it.
Can't make outgoing calls
Make sure Wi-Fi is turned off on the handset.
For accounts or lines with Family Allowances, make sure calls aren't being blocked by a setting.
Make sure your phone has signal. If it doesn't go to No or low signal on this page.
Turn your phone off.
Wait 5 seconds, and turn your phone on.
Can't receive calls
Make sure Wi-Fi is turned off on the handset.
For accounts or lines with Family Allowances, make sure calls aren't being blocked by a setting.
Make sure your phone has signal. If it doesn't go to No or low signal on this page.
Turn your phone off.
Wait 5 seconds, and turn your phone on.
Can't call a specific number
For lines with Family Allowances, make sure calls aren't being blocked by a setting.
If using a third-party app or dialer (such as Google Voice), turn it off or uninstall it.
If you're calling an international number, check you have the right features on your account. See Stateside calling & texting services.
If you're calling an international number, check you are using the right calling codes. See International calling codes.
If the call is going to the wrong number. try manually dialing the number using 11-digit dialing.
Turn your phone off, and then restart it.
If the issue happens with a specific number, try manually dialing the number using 11-digits.
If the call is successful, delete the contact and re-add it using 11 digits.
Call the phone number from another phone line.
Note: If test call fails, reach out to the service provider for that number. The problem is with that number.
If the test call works, attempt to dial the number again, first calling *67 and then the 11-digit number. If the call completes, the calling number has blocked your number from calling them.
If you are still having this issue, contact us.
Poor audio quality on calls
Make sure of the following:
Your phone has at least 2 signal bars.
Your hand isn't covering the microphone.
Your phone isn't using a case or cover. If it is, remove it and restest the issue.
You're not using a headset (wired or wireless). If the problem only happens with a headset, that accessory is causing the problem.
Turn your phone off.
Wait 5 seconds and turn your phone on.
Wi-Fi Calling issues
To troubleshoot problems with Wi-Fi Calling, check out Wi-Fi Calling troubleshooting.
Touch-tones aren't working
Turn your phone off.
Wait 5 seconds, and turn your phone on.
Make sure touch-tones are on. For steps, check the Calls page for your phone.
Make sure your phone has the latest software version. For steps, check our how-to guides.
Dropped calls
Occasional dropped calls are normal on any wireless network due to terrain, tower handoffs, weather, building structures, and many other factors. Also, all calls will automatically drop after 4 hours to prevent unexpected overage from "pocket-dialing."
To troubleshoot problems with dropped calls:
Make sure your device has at least 2 bars of signal. If not, refer to Signal issue troubleshooting.
If you noticed dropped calls at a specific or a few specific locations, enter your exact physical location in the Personal Coverage Check to determine the level of signal you should expect.
If you have at least 2 bars of signal or if you experience dropped calls everywhere, turn your device off and on again. Regularly turning your device off and on can often improve your network connection.
If your device has a touch screen device, check to see if the screen is "waking up" while the phone is against your cheek. It's possible the proximity sensor on the phone is not functioning properly. If so, the screen may wake up, and your cheek may accidentally press the End button on the screen.
If you still experience issues with dropped calls
Signal troubleshooting
Can't get signal
Troubleshoot signal or reception issues. These problems can be related to to a coverage, network, service, or account issues.
To troubleshoot a signal problem:
Make sure of the following:
You're not using any skins or shells. If you are, remove them and check the signal.
If you're roaming, you may need to check the band you're on. For steps, check our how-to guides.
Airplane mode is off.
Wi-Fi is off.
Make sure your phone has the latest software version.For steps, check our how-to guides.
Turn your device off. Wait 5 seconds and then turn your device on. Test the data connection when the phone turns back on.
Voice mail troubleshooting
Voice mail issues
Troubleshoot voice mail issues, including problems calling voice mail, voice mail message quality, and other issues. For help with Visual Voice mail, check out Visual Voice mail troubleshooting.
If you need help performing any step, check the how-to guides for your device on the Phones page.
Can't call voice mail
Make sure of the following:
You're not on your phone while troubleshooting.
Your phone has signal. If you don't have signal, check out Can't get signal.
Turn off your phone.
Wait 5 seconds and turn on your phone.
Retest calling your voice mail.
Unanswered calls don't go to voice mail
Dial ##004# and send the call to reset call forwarding.
Turn off your phone.
Wait 5 seconds and turn on your phone.
Have a contact call you to test the issue.
If you still have the issue, contact us.
Voice mail messages have poor audio quality
If only one message had poor audio quality, it's possible the calling party's carrier was experiencing difficulties. Retest the issue by having that party place a call and leave you a voice mail message.
If this is an intermittent problem, and you have stored messages with poor audio quality, do not delete them and contact us.
New voice mail notifications are delayed or not received
Message notifications are usually delivered immediately, but can take up to 2 hours to be delivered to your phone.
To fix this issue:
Make sure of the following:
You can receive text messages. If you can't, check out text message troubleshooting.
Your phone is on the latest software version.
Delete all text messages.
Turn off your phone.
Wait 5 seconds and turn on your phone.
Have a contact call you and leave a message.
If you still have the issue, contact us.(www.pcmclass.blogspot.com for additional support)
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