Calling troubleshooting

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

     

     

    Can't make or receive calls

    1. If your device doesn't have signal, see Can't get signal on my device.
    2. For lines with Family Allowances, make sure that calls aren't being blocked.
    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. For more information, see the user manual for you device on the Devices page.
    5. Turn your device off, and then restart it.
    6. Try making or receiving a call. If you're still having this issue, contact us.

     

     

    Can't call a specific number

    1. For lines with Family Allowances, make sure calls aren't being blocked. For instructions, search for your device on the Devices page.
    2. If you're 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.
    3. If you're calling an international number, check whether you have the right features on your account. See Stateside calling & texting services.
    4. If you're calling an international number, check whether you are using the right calling codes. See International calling codes.
    5. If the call is going to the wrong 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.
    6. Turn off your device, and then restart it.
    7. Make sure that the number doesn't have a 1-700, 1-900, or 976 prefix (for example, a 1-XXX-976). T-Mobile blocks calls to these numbers.
    8. Call the mobile number from another line.
      • If the test call fails, reach out to the service provider for that number. The problem is with that number.
      • If the test call works, try 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.
    9. If you are still having this issue, contact us.

     

     

    Poor audio quality on calls

    1. Make sure of the following:
      • Your device has at least two signal bars.
      • Your hand isn't covering the microphone.
      • Your device isn't using a case or cover. If it is, remove it and retest the issue.
      • You're not using a headset (wired or wireless). If the problem only happens with a headset, that accessory is causing the problem.
      • You're not using the speakerphone. If the problem only happens with the speakerphone, contact us.
    2. Turn off your device.
    3. Wait five seconds and turn on your device.
    4. Retest the issue.
    5. If you're still having this issue, contact us.

     

     

    Wi-Fi Calling issues

    To troubleshoot problems with Wi-Fi Calling, check out Wi-Fi Calling problems.

     

     

    Touch-tones don't work

    1. Turn off your device.
    2. Wait five seconds, and turn on your device.
    3. Make sure that touch-tones are on. For steps, check the how-to guides for your device on the Devices page.
    4. Make sure that your device has the latest software version. For steps, check our how-to guides.
    5. Make a call and try to use your touch-tones. If you are still having this issue, contact us.

     

     

    Dropped calls

    Occasional dropped calls are normal on any wireless network due to terrain, tower handoffs, weather, building structures, and many other factors. Also, all calls automatically drop after four hours to prevent unexpected overage from "pocket-dialing."

     

    To troubleshoot problems with dropped calls:

    1. Make sure that your device has at least two bars of signal. If not, see Can't get signal on my device.
    2. If you noticed dropped calls at a specific location or a few specific locations, enter your exact physical location in the Personal Coverage Check to determine the level of signal you should expect.
    3. If you have at least two bars of signal, or if you experience dropped calls everywhere, turn off your device, and then turn it on again. Regularly turning your device off and on can often improve your network connection.
    4. If your device has a touch-screen device, check to see if the screen is "waking up" while the device is against your cheek. It's possible the proximity sensor on the device is not functioning properly. If so, the screen can wake up, and your cheek can accidentally press the End button.
    5. If you still experience issues with dropped calls, contact us.