Calling troubleshooting

    Learn how to troubleshoot calling issues. Calling issues can be related to to a coverage, network, phone, or account problems.

     

    If problems occur on Wi-Fi Calling, see Wi-Fi Calling troubleshooting instead.

     

     

     

     

     

    Cannot make or receive calls

    1. If your phone does not have signal, see Signal troubleshooting instead.
    2. For lines with Family Allowances, make sure calls aren't being blocked by a setting.
    3. For prepaid accounts, check that you have a balance.
    4. Turn off Wi-Fi, and check that WiFi Calling preferences are set to Cellular network preferred. See your user manual.
    5. Turn your phone off, and then restart it.
    6. Test making or receiving a call. If you are still having this issue, contact us.

     

     

    Problems making calls: Goes to wrong number

    1. Turn your phone off, and then restart it.
    2. If the issue happens with a specific number, try manually dialing the number using 11-digit dialing.
    3. If the call is successful, delete the stored phone contact and re-add it using 11 digits.
    4. Test making the call. If you are still having this issue, contact us.

     

     

    Problems making calls: Cannot call one specific number

    1. For lines with Family Allowances, make sure calls aren't being blocked by a setting.
    2. Turn your phone off, and then restart it.
    3. If the issue happens with a specific number, try manually dialing the number using 11-digits.
    4. If the call is successful, delete the contact and re-add it using 11 digits.
    5. Make sure the number is not a 1-700, 1-900, or 976 prefix (i.e. 1-XXX-976) number. T-Mobile blocks calls to these numbers.
    6. Call the phone number from another phone line.
      Note: If test call fails, reach out to the service provider for that number. The problem is with that number.
    7. If the test call works, attempt to dial the number again, first calling *67 and then the 11-digit number. If the call completes, the calling number has blocked your number from calling them.
    8. If you are still having this issue, contact us.

     

     

    Problems making calls: Cannot call international numbers

    1. If using a third-party app or dialer (such as Google Voice), turn it off or uninstall it. T-Mobile cannot support calls on other services.
    2. Check you have the right features on your account. See Stateside calling & texting services.
    3. Turn your phone off, and then restart it.
    4. Check you are using the right calling codes. See International calling codes.
    5. Try manually dialing the number using 11-digits (Do not use saved phone contacts).
    6. If the call is successful, delete the stored phone contact and re-add it using 11 digits.
    7. If you are still having this issue, contact us.

     

     

    Problems receiving calls: Incoming calls all go to voicemail in error

    1. If your phone does not have signal, see Signal troubleshooting instead.
    2. For lines with Family Allowances, make sure calls aren't being blocked by a setting.
    3. Turn your phone off, and then restart it.
    4. If the problem occurs with some callers and not others:
      • Delete the contact from your phone book. Have the person call you to test.
      • Check that your call blocking settings on the phone are not blocking the caller. See your user manual.
    5. Make sure the device is not set to forward all calls by dialing ##004# and pressing Send.
    6. Delete all downloaded apps that have call or contact management functions.
    7. If you are still having this issue, contact us.

     

     

    Problems receiving calls: Incoming calls from a specific caller are not received

    1. For lines with Family Allowances, make sure calls aren't being blocked by a setting.
    2. Turn your phone off, and then restart it.
    3. If the problem occurs with some callers and not others:
      • Delete the contact from your phone book. Have the person call you to test.
      • Check that your call blocking settings on the phone are not blocking the caller. See your user manual.
    4. If you are still having this issue, have the caller reach out to their phone provider for support.
      Note: T-Mobile cannot assist further, unless your caller is a T-Mobile customer.