Calls troubleshooting: Basic phones

Learn how to troubleshoot problems with making or receiving calls.

 

 

Troubleshooting steps

To troubleshoot problems with making or receiving calls, follow these steps:

 

Important: This function may not be available on tablet devices. Check the User Manual of your device for details.

 

  1. Make sure your device has at least 2 bars of signal. If not, refer to Signal issue troubleshooting.
  2. If you are trying to make a call from a phone book entry, place a test call by manually dialing the 11-digit number.
  3. Try calling or receiving a call from another number to determine if the issue is isolated to one phone number or all numbers.
  4. Turn the device off and then back on again.
  5. Try to make a call or receive a call.
  6. If you're still experiencing issues with calling, please note any error messages, dates and times, and the numbers you're experiencing the issues with and contact T-Mobile.

 

Outgoing calls route to 611

 

  1. Turn off your device and take out the SIM card.
  2. Note the series of numbers on the back of the SIM card on a piece of paper in case you recently placed a new SIM card into your device and the number is not updated.
  3. Put the SIM and battery back into the device and power it on.
  4. Make sure your device has at least 2 bars of signal. If not, refer to Signal issue troubleshooting.
  5. Place a test call by manually dialing a 11 digit number.
  6. If you're still experiencing issues with calling, please note any error messages, dates and times, and the numbers you're experiencing the issues with and contact us.


Switch recorded message

  1. Turn off your device and take out the SIM card.
  2. Note the series of numbers on the back of the SIM card on a piece of paper in case you recently placed a new SIM card into your device and the number is not updated.
  3. Put the SIM and battery back into the device and power it on.
  4. Make sure your device has at least 2 bars of signal. If not, refer to Signal issue troubleshooting.
  5. Try calling or receiving a call from 2 different numbers to determine if the issue is isolated to one phone number or all numbers.  Place an outgoing call by manually dialing a 11 digit number.
  6. Please make a note the switch recorded error message, if the calls are unsuccessful.
  7. If you're still experiencing issues with calling, please note any error messages, dates and times, and the numbers you're experiencing the issues with and contact us.