Calls troubleshooting: Android

Table of contents

 

Understanding the Issue

Use this page to help with problems making calls, receiving calls, or both on Android.

 

Symptoms

  • Cannot make calls
  • Cannot receive calls
  • Cannot make or receive calls
  • Error: 'Call failed'
  • Incoming calls route to another number
  • Switch recording on incoming or outgoing calls
  • Three rising tones, fast busy, busy, or three beeps on incoming or outgoing calls

 

What happens and why

  • Family Allowance preventing calls
  • IMEI is blocked
  • Low signal
  • Incorrect dialing pattern used
  • Third-party app blocking calls
  • Network outage
  • Insufficient funds or not paid status

 

 

Help & How to

Part 1: Beginning Troubleshooting

  1. Think about the problems you are having with the making or receiving calls. Do any of these questions apply to your symptoms:
    • Is the issue with making calls, receiving calls, or both?
    • What happens when you try to make or receive a call?
    • Is the issue with specific numbers or all calls?
    • Is there a specific error message received?
    • Does the device show signal?
    • Are you using non-T-Mobile calling applications, such as Google Voice? See Apps troubleshooting.
  2. Check the documents for your device. If there is a document with the problem or error you are having, follow it before continuing here.
  3. If the problem continues, move on to Part 2: Advanced troubleshooting.

 

Part 2: Advanced Troubleshooting

What to expect

  • To try and improve your reception, try moving location to another room or closer to a window.
  • If your device supports Wi-Fi Calling and you have Wi-Fi in your home, this is a great solution to take advantage of for low signal indoors.

 

Select from one of the making calls, receiving calls, or both scenarios below:

Problems making & receiving calls

 

Cannot make or receive calls

 

  1. Make sure Wi-Fi is turned off on the handset.
  2. To make sure both your incoming and outgoing calls are failing, have two separate parties call your number, and try making a call to two separate numbers.
  3. If this line has Family Allowance, make sure time of day and minute limits are not restricting usage
  4. Turn off your handset and remove the SIM card.
  5. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  6. Put the SIM card back in the device and turn it on.
  7. Test outgoing and incoming calls. Continue troubleshooting if the issue remains.
  8. For 3G and 4G devices, switch to 2G. See Change Band under Settings in the documents for your device.
  9. For 3G and 4G devices, switch back to 3G/4G.
  10. If the issue persists, Contact us.

 

Problems making calls

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

  1. Turn off your handset and remove the SIM card.
  2. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  3. Put the SIM card back in the device and turn it on.
  4. If the issue persists, Contact us.

 

Calls go to wrong number (Misroute)

  1. If the issue happens with a specific number, try manually dialing the number using 11-digit dialing. If the call is successful, delete the contact and re-add it using 11 digits.
  2. Turn off your handset and remove the SIM card.
  3. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  4. Put the SIM card back in the device and turn it on.
  5. If the issue persists, Contact us.

 

Cannot dial 911

  1. If you cannot make calls to other numbers, this is a problem making all outgoing calls. Follow the steps in Cannot Make or Receive Calls.
  2. If the issue persists, Contact us.

 

Cannot call a specific number

  1. 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.
  2. Call the phone number from another phone line.
  3. If the account has Family Allowance, verify the number, time of day, and minute allotments are not active for this number
  4. Dial the number manually using 11-digits. If the call completes and using the contacts (phone book) to call, delete the contact and re-add the contact using 11 digits.
    • Call was successful: If the number if not a T-Mobile number, the issue is with the number dialed. Have the owner of the number contact their carrier for assistance.
    • Call was not successful:
      1. Dial *67 and then the 11-digit number. If the call completes, the calling number prevents calls with blocked Caller ID.
      2. Determine if one of the following happens:
        • Device shows dialing and then immediately goes to Call Failed, Call Ended, or the main screen
        • 1-2 rings and forwards to voicemail
        • 1-2 rings followed by immediate disconnect, and returns to the main screen
        • Call forwards immediately to voicemail (no ringing)
      3. If the result is one of the above, the network is working properly. The number called has an application or setting preventing the call from completing.
  5. If the issue persists, Contact us.

 

Cannot call international numbers

  1. Make sure you can make calls to domestic numbers first. If you cannot call domestically, troubleshoot this as all calls failing.
  2. Make sure the country called is not blocked. See Blocked Country List.
  3. Verify that Google Voice isn't being used when attempting to call internationally. If so refer to Applications troubleshooting.
  4. Try dialing the number manually. See Dialing Internationally from the U.S.. If the call completes, and you were calling using contacts, delete the contact and re-add using the correct number.
  5. Turn your handset off.
  6. Turn on the device.
  7. If the issue persists, Contact us.

 

Cannot call toll-free numbers

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

 

Cannot dial three digit codes

  1. Short codes may not work if local regions have the numbers assigned to city or government services.
  2. For 911 call failure, use the 911 scenario on this page.
  3. If the issue persists, Contact us.

 

Dialer appliciation crashes or exits to home screen

  1. Clear the data in the dialer application. For instructions see Clear cache/data in any application for Android
  2. If the issue persists, Contact us.

 

Three rising tones / fast busy / busy / three beeps / call failed

  1. Place a test call by manually dialing the full 11-digit number and record any error messages you hear or see on the device.
      Note: If it works when dialing the full number, but fails when dialing from the phonebook, delete and recreate the contact.
  2. For 3G and 4G devices, switch to 2G. See Change Band under Settings in the documents for your device.
  3. Place a test call while on 2G. If the call is placed continue to troubleshoot. If it does not, see unable to make or receive calls.
  4. For 3G and 4G devices, switch back to 3G/4G.
  5. Turn the device off.
  6. Turn the device back on.
  7. Place a test call to determine if the issue is resolved. If the issue persists, Contact us.

 

Switch recorded messages on outgoing calls

XX indicates the market. YY indicates the specific switch generating the message.

 

Switch Recorded Messages are heard when you attempt to place an outbound call and it is unsuccessful. This is commonly related to complications with  registration or provisioning on the T-Mobile network.

  • XX YY 51: "Welcome to T-Mobile. Your call cannot be completed as dialed. Please check the number and dial again, or dial 611 for customer assistance."
  • XX YY 52: "The T-Mobile customer you have dialed is not available or has traveled outside the coverage area. Please try your call again later."
  • XX YY 53: "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."
  • XX YY 54: "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."
  • XX YY 55: "Welcome to T-Mobile. We're sorry, all circuits are busy now. Please try your call again later."
  • XX YY 56: "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."
  • XX YY 57: "Welcome to T-Mobile. We're sorry, due to technical difficulties, your call cannot completed at this time. Please try your call again later."
  • XX YY 58: "At the T-Mobile subscriber's request, this phone does not accept incoming calls."
  • XX YY 59: "Welcome to T-Mobile. The phone you are using does not allow outgoing calls. For customer assistance, please hang up and dial 611."
  • XX YY 60: "We're sorry, your phone is not authorized for use in this area at this time For further assistance, please dial 611."
  • XX YY 61: "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."
  • XX YY 62: "Welcome to T-Mobile. Your service agreement does not allow calling the number dialed. For more information dial 611."
  • XX YY 63: "The subscriber you have called is not receiving calls at this time."
  • XX YY 64: "Your call cannot be completed to the carrier you have selected. Please contact Customer Care for assistance"
  • XX YY 65: "The service you are attempting to use has been restricted or is unavailable. Please contact customer care for assistance."

 

  1. 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.
  2. Dial the number manually using 11-digits. If the call completes and using the contacts (phone book) to call, delete the contact and re-add the contact using 11 digits.
  3. If the issue persists, Contact us.

 

Problems receiving calls

All incoming calls route to voicemail in error

  1. Set the device to 2G only, and test. If the problem only happens on 3G/4G but not 2G, Contact us.
  2. If the problem happens only to specific callers, and not all callers:
    • Delete the contact from the phone book
    • Check call blocking / rejection settings, and remove blocked callers. Check the documents for your device for Call functions, Call basics.
  3. Check if the device set to forward all calls by  dialing ##004# and pressing Send.
  4. Delete all downloaded apps that have call or contact management functions.
  5. Turn off call forwarding on the device. Check the documents for your device for Call basics.
  6. Check the device troubleshooting documents for any relevant issues. If an issue is listed, follow the steps included in that issue.
  7. Place a test call to the device.
  8. If problems continue, turn off the device and remove the SIM card.
  9. Reinsert the SIM card and battery, and turn on the device.
  10. If the issue persists, Contact us.

 

Callers hear a T-Mobile switch recording

 

  1. If the issue happens with a specific caller / carrier, make sure they are using the correct dialing pattern (in the United States, 10 or 11 digit dialing should be used).
    Note: If the other number is not a T-Mobile number, that caller will need to contact their carrier to troubleshoot the issue.
  2. For Prepaid recorded messages, ensure sufficient funds or customer is in paid status.
  3. Turn off your handset and remove the SIM card.
  4. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  5. Put the SIM card back in the device and turn it on.
  6. If the issue persists, Contact us.

 

Callers hear a non-T-Mobile switch recording

  1. If the issue happens with a specific caller / carrier, make sure they are using the correct dialing pattern (in the United States, 10 or 11 digit dialing should be used).
    Note: If the other number is not a T-Mobile number, that caller will need to contact their carrier to troubleshoot the issue.
  2. For Prepaid recorded messages, ensure sufficient funds or customer is in paid status.
  3. Turn off your handset and remove the SIM card.
  4. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  5. Put the SIM card back in the device and turn it on.
  6. If the issue persists, Contact us.

 

Calls route to another number in error

  1. If the issue happens with a specific caller / carrier, make sure they are using the correct dialing pattern (in the United States, 10 or 11 digit dialing should be used).
    Note: If the other number is not a T-Mobile number, that caller will need to contact their carrier to troubleshoot the issue.
  2. Turn off your handset and remove the SIM card.
  3. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  4. Put the SIM card back in the device and turn it on.
  5. If the issue persists, Contact us.

 

Callers hear dead air (no ring)

  1. If the issue happens with a specific caller / carrier, make sure they are using the correct dialing pattern (in the United States, 10 or 11 digit dialing should be used).
    Note: If the other number is not a T-Mobile number, that caller will need to contact their carrier to troubleshoot the issue.
  2. If calls connect but there is no audio, see Audio Issues troubleshooting.
  3. Turn off your handset and remove the SIM card.
  4. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  5. Put the SIM card back in the device and turn it on.
  6. If the issue persists, Contact us.

 

Callers hear fast busy / three rising tones / hi-low tones

  1. Make sure Wi-Fi is turned off on the handset.
  2. If the issue happens with a specific caller / carrier, make sure they are using the correct dialing pattern (in the United States, 10 or 11 digit dialing should be used).
    Note: If the other number is not a T-Mobile number, that caller will need to contact their carrier to troubleshoot the issue.
  3. Turn off your handset and remove the SIM card.
  4. Make sure your SIM card does not have any scratches and is inserted correctly. Check the documents for your device for the steps to insert the SIM card .
  5. Put the SIM card back in the device and turn it on.
  6. If the issue persists, Contact us.

 

Unable to receive calls from a specific number

If an incoming call problem is only with one number, the issue is most likely related to the calling parties carrier. To verify that the T-Mobile line is functioning correctly:

  1. Place a test call to the device to make sure the issue is isolated to one number
  2. If the line has Family Allowance, make sure the number is not on the ‘Never Allowed' list
  3. If the issue persists, there is not a problem with this device. Refer the impacted calling-party to their carrier. If the impacted calling-party is with T-Mobile, they will need to contact T-Mobile to troubleshoot their line,  Contact us.