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Error messages while making and receiving calls
This article is intended to explain error messages which may be encountered when making and receiving calls. In most cases, steps are provided to help you resolve the issue.
NOTE: Below, you will find a list of possible error messages. XX: Indicates the market where the error occurred. YY: Indicates the specific switch generating the message.

For example, if you encounter an error such as: "Welcome to T-Mobile. Your call cannot be completed as dialed. Please check the number and dial again, or dial 611 for customer assistance. Message WA 01 51."

This indicates error 51 is being given by the Washington switch numbered "01."

For more detailed information on the errors, please refer to the following:
XX YY 51 ›
XX YY 52 ›
XX YY 53 ›
XX YY 54 ›
XX YY 55 ›
XX YY 56 ›
XX YY 57 ›
XX YY 58 ›
XX YY 59 ›
XX YY 60 ›
XX YY 61 ›
XX YY 62 ›
XX YY 63 ›
XX YY 64 ›
XX YY 65 ›

XX YY 51

Error: "Welcome to T-Mobile. Your call cannot be completed as dialed. Please check the number and dial again, or dial 611 for customer assistance."
Cause: An incorrect dialing pattern for the number was attempted.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 52

Error: "The T-Mobile customer you have dialed is not available or has traveled outside the coverage area. Please try your call again later."
Cause: Call forwarding to voice mail (or to any other number) is not set up, or is set up incorrectly.
To resolve this error, perform the following:
  • View your phone’s User Manual, or our online “How To” content for your phone to learn how to set or reset call forwarding.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 53

Error: "Welcome to T-Mobile. The number you have dialed is not in service. Please check the number and dial again, or dial 611 for customer assistance."
Cause: The landline number dialed is invalid.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 54

Error: "Welcome to T-Mobile. To complete this call, you must first dial a one or zero plus the area code and phone number. Please hang up and try your call again."
Cause: A long distance number was dialed using only 7 digits. All long distance dialing requires an 11digit dialing pattern.
To resolve this error, perform the following:
  • Try dialing the number using 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 55

Error: "Welcome to T-Mobile. We're sorry, all circuits are busy now. Please try your call again later."
Cause: Indicates system congestion. This message can be received on both incoming and outgoing calls.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 56

Error: "The T-Mobile subscriber number you have dialed is not in service. If you feel you've received this message in error, please hang up and try your call again later."
Cause: The number dialed is a valid T-Mobile number, but it has not been assigned to a customer.
To resolve this error, perform the following:
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 57

Error: "Welcome to T-Mobile. We're sorry, due to technical difficulties, your call cannot be completed at this time. Please try your call again later."
Cause: The call attempted (either incoming or outgoing) cannot be completed due to a network issue.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 58

Error: "At the T-Mobile subscriber's request, this phone does not accept incoming calls."
Cause: The customer is blocking incoming calls.
To resolve this error, perform the following:
  • Contact Customer Care, to expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 59

Error: "Welcome to T-Mobile. The phone you are using does not allow outgoing calls. For customer assistance, please hang up and dial 611."
Cause: Indicates the customer is blocking outgoing calls.
To resolve this error, perform the following:
  • Contact Customer Care, to expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 60

Error: "We're sorry, your phone is not authorized for use in this area at this time. For further assistance, please dial 611."
Cause: The customer is roaming and their mobile number is not properly loaded in the roaming partner’s systems.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 61

Error: "We're sorry! Your call cannot be completed as dialed from the phone you are using. Please read the instruction card or dial 611 for customer assistance."
Cause: Error message cause will vary depending on market.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 62

Error: "Welcome to T-Mobile. Your service agreement does not allow calling the number dialed. For more information dial 611."
Cause: The customer has attempted to dial a number that conflicts with a call control feature they have subscribed to. Examples of such services include: no international calls or local calls only. This error can also be the result of a customer with no restrictions on their service attempting to dial another country that T-Mobile does not allow direct dialing.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 63

Error: "The subscriber you have called is not receiving calls at this time."
Cause: Call barring is enabled for the number dialed.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 64

Error: "Your call cannot be completed to the carrier you have selected. Please contact Customer Care for assistance"
Cause: Error message cause will vary depending on location.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.
TOP

XX YY 65

Error: "The service you are attempting to use has been restricted or is unavailable. Please contact Customer Care for assistance."
Cause: Indicates the customer's mailbox may be suspended or translations are not correct.
To resolve this error, perform the following:
  • Try dialing the number using 10 or 11 digits.
  • Try dialing the number for a different phone to verify it is a working number.
  • If the number is stored to your phone book, please try dialing it manually.
  • If trouble persists, contact Customer Care. To expedite the troubleshooting process, have the following information ready:
    • The location of where you are using the service
    • The number of signal bars you have on the phone
    • The make and model of the phone you are using
    • The error message or description of the problem you receive
    • The last time you were able to make or receive calls
NOTE: If you have to contact Customer Care, please do not call from your T-Mobile phone. Our Customer Care team will need you to be on a different phone line to accurately complete the troubleshooting process.

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