Calls troubleshooting: Apple iPhone

Understanding Calling Issues

 

Issues with all numbers

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, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 readd it using the dialing pattern that was successful.
  6. If you are still having the issue, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 readd it using the dialing pattern that was successful.
  7. If you are still having the issue, test the SIM in a T-Mobile device.

    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 readd it using the dialing pattern that was successful.
  8. If you are still having the issue, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

Back to top

 

Issues with specific numbers

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 for additional troubleshooting.

 

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 readd 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 The other party has a service or application preventing the call from completing.
  11. If the result was not one of those listed, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 the issue, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 readd it using the dialing pattern that was successful.
  5. If you are still having the issue, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

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 the issue, test the SIM in a T-Mobile device.
    • If the SIM card does not have the same problem in the T-Mobile device, contact Apple to troubleshoot your iPhone.
    • If the SIM card has the same problem in the T-Mobile device, contact us for additional troubleshooting.

 

Back to top

 

 

DOC-47452