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Troubleshoot Making or Receiving Calls

Make sure you’ve done the first steps here before continuing with any of the steps below.

Can’t make or receive calls

1. Turn off your phone for at least 2 minutes, then turn it back on.

2. Enable airplane mode for 1 minute then disable.

3. Check to make sure the number you’re trying to dial to or receive a call from isn’t blocked.

On Android

Open the Phone app.
Tap the three vertical dots in the top right.
Go to Settings.
Select Block Numbers.
Tap the X icon to unblock a number.

On iPhone

Go to Settings.
Select Phone.
Select Block Contacts.
Tap Edit in the upper right corner.
Select the red dash next to any numbers you want to unblock.

4. If you have a physical SIM card, turn off your phone and remove the SIM card, then reinsert the sim card and back on.

5. Turn off mobile data for 1 minute and then turn it back on.

On Android

Go to Settings.
Select Connections.
Tap Data usage.
Toggle Mobile data off / on.

On iPhone

Go to Settings.
Scroll to Cellular Data.
Toggle Cellular data off / on.

Incoming calls go directly to voicemail

1. Increase the ringer volume.

2. Disable all Do Not Disturb settings.

On Android

Go to Settings.
Search for "Do not Disturb" and make sure it is turned off.
Go to Settings.
Search for "Quiet Mode" and make sure it is turned off.
Go to Settings.
Search for "Airplane mode" and make sure it is turned off.

On iPhone

Go to Settings.
Tap Airplane mode and make sure it is turned off.
Go to Settings.
Tap Focus - Do Not Disturb and make sure that it is turned off.

3. Verify call forwarding is off.

On Android

Open the Phone app.
Click the three dots in the upper right hand corner.
Tap Settings.
Select Supplementary services.
Choose Call forwarding.
Verify call forwarding is turned off for all options.

On iPhone

Go to Settings.
Tap Phone.
Select Call Forwarding.
Make sure call forwarding is turned off.

4. Check blocked numbers on the device.

On Android

Open the Phone app.
Tap the three vertical dots in the top right.
Select Settings.
Choose Blocked Numbers.
Tap the X icon to unblock a number.

On iPhone

Go to Settings.
Select Phone.
Tap Blocked Contacts.
Click Edit in the upper-right corner.
Tap the red circle with a white line in it to remove a number so that it is unblocked.
Tap Unblock to confirm, then tap Done in the upper-right corner.

5. Make sure call barring is turned off (Android only)

Open the Phone app.
Click the three dots in the upper right hand corner.
Tap Settings.
Select Supplementary services.
Tap Call barring.
Make sure it’s toggled off.

6. Check incoming call settings (iPhone only)

Make sure Announce Calls is always on.

Go to Settings.
Select Phone.
Tap Announce Calls.
Make sure it is toggled on.

Make sure Silence Unknown Callers is off. This setting will send unknown callers to your voicemail.

Open Settings.
Select Phone.
Go to Silence Unknown Callers.
Make sure it is toggled off.

7. Check your APN settings

Android Make sure your APN settings are updated. Follow the steps here.

iPhone Make sure your iOS software is the most current version. Find more details here.

8. Verify that Bluetooth is not connected to any unwanted device.

On Android

Open Settings
Search for Bluetooth and select it.
Make sure only the correct devices are connected to it.

On iPhone

Go to Settings
Select Bluetooth.
Make sure only the correct devices are connected to it.

Poor call quality

1. Check the pairing settings on any connected Bluetooth accessories. Try unpairing and repairing the device.

2. Turn off your phone for at least 2 minutes, then turn it back on.

3. Remove any accessories, including any case you have on it.

4. Close any active applications.

5. Turn off the speaker phone and turn volume to mid level.

6. Using another device, place a call to your device. While the call is in progress, turn on your phone’s speaker. If there is no quality issue with the speaker, your device may have an audio issue.

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