Calls troubleshooting: Basic phones

Understanding Calling Issues

Use this document to troubleshoot problems with making calls, receiving calls, or both on Phone-first handsets.

 


 

Resolution Steps by Scenario

Choose a scenario:

 

 


All Outgoing Calls Route to 611 (T-Mobile Customer Service)

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Make sure you account is active.
  3. Turn off your handset.
  4. Wait 5 seconds and turn on your handset.
  5. Try making an outgoing call to one of your contacts.
  6. If you are still having the issue, contact us.

 

 

 

 

 

Calls go to wrong number (Misroute)

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Make sure you account is active.
  3. Turn off your handset.
  4. Wait 5 seconds and turn on your handset.
  5. If the issue occurs with a specific number, try dialing using different dialing patterns (10 or 11 digit dialing).
    • If successful, remove the contact in your handset and re-add it using the dialing pattern that was successful.
  6. If you are still having this issue, contact us.

 

 

 

 

 

Cannot call 911

 

Try calling another number. If you cannot make calls to other number, this is a problem making all outgoing calls. If you were able to call other numbers, but not 911, contact us.

 

 

 

 

 

Cannot call a specific number

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Make sure the number being dialed is not a 1-700, 1-900, or 976 prefix (i.e. 1-XXX-976) number. T-Mobile blocks calls to these numbers.
  3. If you have Family Allowances, make sure the settings are not preventing this call.
  4. Make sure you account is active.
  5. Try dialing using different dialing patterns (10 or 11 digit dialing).
    • If successful, remove the contact in your handset and re-add it using the dialing pattern that was successful.
  6. Dial *31# and then the 10 or 11 digit number. (*31# changes the caller ID settings for just one call).
    • If successful, your T-Mobile service is working properly. The other party has a service or application preventing the call from completing.
  7. Turn off your handset.
  8. Wait 5 seconds and turn on your handset.
  9. Dial *31# and then the 10 or 11 digit number. (*31# changes the caller ID settings for just one call).
  10. If the call fails, and you saw a "Call Failed," "Call Ended," disconnected, or heard 1 or 2 rings and then the call dropped, the other party has a service or application preventing the call from completing.
  11. If the result was not one of those listed, contact us.

 

 

 

 

 

Cannot make international calls

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Try making a domestic call. If you cannot call domestically, this is a problem with all of your outgoing calls and you should use that scenario to troubleshoot.
  3. Make sure you are using the correct dialing pattern. See Dialing Internationally from the U.S..
  4. Make sure you are not calling a blocked number. See The specified item was not found..
  5. If you are using Google Voice, see Apps troubleshooting.
  6. Turn off your handset.
  7. Wait 5 seconds and turn on your handset.
  8. Try making a call to the international number.
  9. If you are still having this issue, contact us.

 

 

 

 

 

Cannot call toll-free numbers

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Turn off your handset.
  3. Wait 5 seconds and turn on your handset.
    Note: Some toll-free numbers do not accept calls from out-of-state numbers or callers who block their numbers.
  4. Try dialing using different dialing patterns (10 or 11 digit dialing).
    • If successful, remove the contact in your handset and re-add it using the dialing pattern that was successful.
  5. If you are still having this issue, contact us.

 

 

 

 

 

Cannot call short three digit code

 

  1. Short codes may not work if local regions have the numbers assigned to city or government services.
  2. Make sure you are not on your phone when troubleshooting.
  3. Turn off your handset.
  4. Wait 5 seconds and turn on your handset.
  5. Make a call to the three digit short code.
  6. If you are still having this issue, contact us.

 

 

 

 

 

Outgoing calls go to three rising tones, fast busy, three beeps, or call failed error

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Make sure you account is active.
  3. Turn off your handset.
  4. Wait 5 seconds and turn on your handset.
  5. Make sure you have a minimum of 2 signal bars.
  6. If the issue occurs with a specific number, try dialing using different dialing patterns (10 or 11 digit dialing).
    • If successful, remove the contact in your handset and re-add it using the dialing pattern that was successful.
  7. If you are still having this issue, contact us.

 

 

 

 

 

Outgoing calls go to a switch recording

 

  1. Make sure you are not on your phone when troubleshooting.
  2. Make sure you account is active.
  3. If you have Family Allowances, make sure the settings aren't preventing the call from completing.
  4. Turn off your handset.
  5. Wait 5 seconds and turn on your handset.
  6. Make sure you have a minimum of 2 signal bars.
  7. If the issue occurs with a specific number, try dialing using different dialing patterns (10 or 11 digit dialing).
    • If successful, remove the contact in your handset and re-add it using the dialing pattern that was successful.
  8. If you are still having this issue, contact us.