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 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.

     

     

    Can't make outgoing calls

    1. Make sure Wi-Fi is turned off on the handset.
    2. For accounts or lines with Family Allowances, make sure calls aren't being blocked by a setting.
    3. Make sure your phone has signal. If it doesn't go to No or low signal on this page.
    4. Turn your phone off.
    5. Wait 5 seconds, and turn your phone on.
    6. Try making an outgoing call. If you are still having this issue, contact us.

     

     

    Can't receive calls

    1. Make sure Wi-Fi is turned off on the handset.
    2. For accounts or lines with Family Allowances, make sure calls aren't being blocked by a setting.
    3. Make sure your phone has signal. If it doesn't go to No or low signal on this page.
    4. Turn your phone off.
    5. Wait 5 seconds, and turn your phone on.
    6. Have someone try to call your number. If you are 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 by a setting.
    2. 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.
    3. If you're calling an international number, check you have the right features on your account. See Stateside calling & texting services.
    4. If you're calling an international number, check 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.
    6. Turn your phone off, and then restart it.
    7. If the issue happens with a specific number, try manually dialing the number using 11-digits.
    8. If the call is successful, delete the contact and re-add it using 11 digits.
    9. 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.
    10. 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.
    11. 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.
    12. If you are still having this issue, contact us.

     

     

    Poor audio quality on calls

    1. Make sure of the following:
      • Your phone has at least 2 signal bars.
      • Your hand isn't covering the microphone.
      • Your phone isn't using a case or cover. If it is, remove it and restest 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 speakerphone. If the problem only happens with speakerphone, contact us.
    2. Turn your phone off.
    3. Wait 5 seconds and turn your phone on.
    4. Retest the issue
    5. If you are still having this issue, contact us.

     

     

    Wi-Fi Calling issues

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

     

     

    Touch-tones aren't working

    1. Turn your phone off.
    2. Wait 5 seconds, and turn your phone on.
    3. Make sure touch-tones are on. For steps, check the Calls page for your phone.
    4. Make sure your phone 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 will automatically drop after 4 hours to prevent unexpected overage from "pocket-dialing."

     

    To troubleshoot problems with dropped calls:

     

    1. Make sure your device has at least 2 bars of signal. If not, refer to Signal issue troubleshooting.
    2. If you noticed dropped calls at a specific 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 2 bars of signal or if you experience dropped calls everywhere, turn your device off and 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 phone is against your cheek. It's possible the proximity sensor on the phone is not functioning properly. If so, the screen may wake up, and your cheek may accidentally press the End button on the screen.
    5. If you still experience issues with dropped calls, please contact T-Mobile.