7 Replies Latest reply: Dec 24, 2013 2:10 AM by joshglass1 RSS

    Samsung Galaxy s4 not receiving calls

      So, just recently my two phones stopped receiving calls intermittenly, so I went to the T Mobile store and they replaced the sim card which did not help. I called customer support and when they tried to call one the phones it did not go through. So, I was transfered to technical support, where they had me turn off the LTE network because she said my phone was in between a 4g tower and a 4g LTE tower. She said that they were in the process of upgrading the towers and it would be done in three weeks. However this where I call BS, as they have advertised 4g LTE coverage in my area for awhile, and if you go to their website it shows a map of me having excellent coverage. So I find it hard to belive they are still upgrading the tower. What I think really is happening is that they are having a problem with one of their towers. If that is not the answer then they need to update their coverage map. So my question is, why cannot they be honest with the real problem, and why am I paying for a service I do not receive?

        • 1. Re: Samsung Galaxy s4 not receiving calls
          tmo_rick

          Thank you for bringing this to our attention we would love to explore the coverage in your area to make sure that you have fastest available speed. If there is an outage we would certainly want to get that resolved. Do you notice better signal as you travel away from the location you were at when this happened that it improved? When you do select the 4G network does the signal improve?

           

          We are here to get to the bottom of this and look forward to getting this resolved.

          • 2. Re: Samsung Galaxy s4 not receiving calls

            So, when I am on 4g , the signal does seem to be better, however I lose download speed, as I understand is that lte is actually for data flow and when you make a call it goes through the 4g network for voice. I also downloaded the app opensignal and it said the when I was on the lte network and made a call it would drop down to the 4g network and it was using the same tower. So, my continued question is, is it a problem with the phones and their ability to auto detect the right network or is their a problem with one of the towers,  or are they really still upgrading the towers in my area. My zipcode is 98499. I understand that 4g is okay, however I also know the lte more than doubles download speed which is great for streaming video. One of reasons I switched to t mobile fron verizon, unlimited download with good speed.

            • 3. Re: Samsung Galaxy s4 not receiving calls
              tmo_keith_m

              Since it's just in that area and we don't see anything currently going on I would recommend filing a Service Request with our chat support. You can find their link on the right side of this page.

              http://support.t-mobile.com/community/billing

              • 4. Re: Samsung Galaxy s4 not receiving calls
                tmo_terrence_j

                Hi, it has been 36 hours since our last comment so we are now marking this post as assumed answered. You can continue to post, and other community users may respond, but if you would like assistance from T-Mobile or T-Force, please create a new discussion. Thanks!

                • 5. Re: Samsung Galaxy s4 not receiving calls
                  joshglass1

                  Hi, has this been fixed?  My wife has an S4 that is doing the exact same thing.  I have called technical support and they did something, but it didn't work.  I am noticing that I have to restart the phone every 2 hours or so to be able to receive calls and text.  I can make calls on it at all times.  The phone can make and receive emails at all times as well.  Any hel9 would be nice.  Thanks.

                  • 6. Re: Samsung Galaxy s4 not receiving calls
                    randeepgoswami

                    Hello,

                    We have also faced the same issue. T mobile support team has tried out a number of things - resetting to factory setting, changing SIM, changing even the phone.... But none seems to work. If its a problem with LTE, please let us know. This issue is creating a lot of inconvenience. Hoping to get a reply soon. 

                    • 7. Re: Samsung Galaxy s4 not receiving calls
                      joshglass1

                      I know has far as my wifes S4 is concerned the problem has been fixed.  A T-Mobile local manager switched the service over to 4G rather than LTE and she has had zero issues.  Hope this helps especially right now just before Christmas.