Can't call, dropped calls, & other calling issues

The T-Mobile network is usually very reliable. But if your calls aren't going through or are dropping, we have troubleshooting to help.

 

Apple iPhone users, check some Apple-specific steps on: If you can't make or receive calls on your iPhone - Apple Support

 

 

Cannot make or receive calls

  1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues / no service troubleshooting.
  2. On My T-Mobile, log in to check that:
    • Your line is active (or for prepaid lines, it must have a balance).
    • Family Allowances is not blocking calls nor has time of day blocks, if you subscribe to it.
  3. Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.
    • This prevents any Wi-Fi Calling issues with interfering with signal.
    • If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead.
  4. Turn off Wi-Fi to ensure you're using T-Mobile network.
  5. Restart the phone.
  6. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.)
  7. Uninstall downloaded apps such as:
    • Calling apps (Use the dialer that came with the phone, not a downloaded one.)
    • Call blocking apps
    • All apps you downloaded around the time the problem started
  8. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
  9. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  10. Try making or receiving a call.
  11. If the phone still cannot make or receive calls, Contact us.

 

 

Cannot call a specific number or international number

  1. On My T-Mobile, log in to check that:
    • Your line is active (or for prepaid lines, it must have a balance).
    • Family Allowances is not blocking calls nor has time of day blocks, if you subscribe to it.
    • If calling an international number, check whether you have the right features on your account. See Stateside calling & texting services.
  2. Make sure the number you are dialing is not a 1-700, 1-900, or 976 prefix (1-XXX-976...) number. T-Mobile blocks calls to these numbers.
  3. Check the number you're calling is not on the device Block or Spam List. (Visit your Devices page, and use the Manage Calls page for help.)
  4. Restart your phone.
  5. Test calling the number:
    • Use the dialer to enter the full 11-digit number, instead of using any saved contacts.
    • Dial using any country codes or area codes. (Add a + or 011 to the beginning for US numbers.)
    • If calling an international number, see Make an international call.
  6. Test calling the number again, but first dial *67 before the 11-digit phone number to disable caller ID. If the call goes through, your number is blocked to them.
  7. Uninstall or disable downloaded calling apps, such as Google Voice. (T-Mobile cannot support calls on other services. Contact the app provider if needed.)
  8. If you are still having this issue, contact us. We may need to check the number and the network in your area.

 

 

Dropped calls

Occasional dropped calls are normal on all wireless networks due to terrain, buildings, weather, moving between towers, high network congestion, and other factors. If calls drop frequently, try the following to troubleshoot.

 

  1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues / no service troubleshooting.
  2. For calls dropping only in specific locations:
    • Check out our 4G LTE Network coverage map to determine the level of signal you should expect.
    • Change Wi-Fi Calling preferences to Cellular Preferred or Cellular Only.
      • This prevents any Wi-Fi Calling issues with interfering with signal.
      • If you only have problems when Wi-Fi Calling is active, follow Wi-Fi Calling problems instead.
  3. Restart the phone. Restart your device regularly to reconnect to the network, especially after travelling between towers.
  4. Make sure that the touch screen is not waking up.
    • It may wake up with your cheek against the touch screen or fingers on the buttons.
    • Your cheek may be touching the End call button or other buttons.
  5. Remove any cases or covers from the phone. Some protective cases may interfere with reception.
  6. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.)
  7. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
  8. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.
  9. Test calling in a location that dropped your call before to see if it happens again.
  10. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem.
  11. If the phone still drops calls, Contact us. We need to look at the network details in your area.

 

 

Incoming calls all go to voicemail

  1. Check your phone shows at least 2 signal bars. If you have less, your signal is too low for reliable calls. Check out Signal issues / no service troubleshooting.
  2. Reset your call forwarding settings:
    • Dial ##004# on the phone dialer, and press Send to reset busy, if unreachable, and no reply settings.
    • Dial ##21# on the phone dialer, and press Send to reset unconditional call forwarding settings.
  3. On My T-Mobile, log in to check that Family Allowances is not blocking calls nor has time-of-day blocks, if you subscribe to it.
  4. Check the number who is calling is not on the device Block or Spam List. (Visit your Devices page, and use the Manage Calls page for help.)
  5. Turn on VoLTE. (Visit your Devices page, and use the Network, APN, and VoLTE page for help.)
  6. Check that Call Waiting is turned on in your phone settings.
  7. Turn off Bluetooth. If Bluetooth is on, the device may be trying to send the ring to a paired device, and you may miss it.
  8. Check the notification switch on the side of the phone, if you have one. It may make the phone go silent or turn off alerts to anyone who is not a favorite contact, and you may be missing those calls.
  9. Uninstall downloaded apps such as:
    • Calling apps (Use the dialer that came with the phone, not a downloaded one.)
    • Call blocking apps
    • Launchers or home screen apps
  10. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
  11. Call your phone as a test to see if it rings before forwarding to voicemail.
  12. If available, move the SIM card to another T-Mobile device and test if the Internet works or not. This test will help Customer Care diagnose the problem.
  13. If you are still having this issue, contact us. We may need to check your voicemail account settings and the network in your area.

 

 

Busy, fast busy, three beeps, three rising tones, or 'call failed' error

  1. On My T-Mobile, log in to check that your line is active (or for prepaid lines, it must have a balance).
  2. Restart the phone.
  3. For Apple iPhone, reset Network Settings (Settings > General > Reset > Reset Network Settings).
  4. Test calling the number:
    • Use the dialer to enter the full 11-digit number, instead of using any saved contacts.
    • Dial using any country codes or area codes. (Add a + or 011 to the beginning for US numbers.)
    • If calling an international number, see Make an international call.
  5. Write down any errors or recordings you hear. This test will help Customer Care diagnose the problem.
  6. If you are still having this issue, contact us. We may need to check your account settings and the network in your area.

 

 

Touch tones don't work

If voicemail is not recognizing your button presses or phone systems (IVR) do not respond to you, you may need to check on touch tones.

 

  1. Make sure you aren't on a conference call. Touch tones may not work on conference calls.
  2. Turn on touch tones in your phone settings.
  3. For Android devices:
    • Wipe the cache partition to clear system memory. (Visit your Devices page, and use the Device Reset page for help.)
    • Clear all app caches. (Visit your Devices page, and use the Manage Apps page for help.)
    • Turn off audible touch tones.
  4. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  5. Restart the phone.
  6. Test making a call to voicemail or a phone system and using touch tones.

 

 

Wi-Fi Calling issues with calls

If you're having problems with calls just while connected to Wi-Fi Calling, check out Wi-Fi Calling problems.