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

If you're unable to make or receive calls, or your calls drop unexpectedly, these troubleshooting tips can help.

 

If you're having problems with calls just while connected to Wi-Fi Calling, read no further and check out Wi-Fi Calling problems instead.

 

 

Read me first

First things first. To make sure your device can make and receive calls, check the following:

 

check.PNG Your device shows at least two signal bars. If there are fewer, the signal is too low for reliable calls. Check out Signal issues / no service troubleshooting.

check.PNG Your line is active (prepaid lines must have a balance).

check.PNG If you have Family Allowances, make sure it isn't blocking calls or has time-of-day blocks set up.

check.PNG Wi-Fi Calling preferences are set to Cellular Preferred or Cellular Only to prevent Wi-Fi Calling issues with interfering with your signal.

check.PNG If you're calling an international number, check whether you have the right features on your account. See Stateside calling & texting services. For information about making international calls, see Make an international call.

 

 

If your device meets all these criteria, and you're still having calling issues, proceed with the troubleshooting steps below.

 

Tip: If you need help with any of the steps in this document, visit our Device tutorials page, select your device, and use the search bar in upper right to find what you're looking for.

 

Can't make or receive calls

If you can't make or receive calls; or get busy, fast busy, three beeps, three rising tones, or a "call failed" error when you try to call, start with these basic troubleshooting steps.

 

Note: For additional iPhone-specific troubleshooting steps, visit Apple Support.

 

Basic troubleshooting

  1. Restart your phone.
  2. Turn off Wi-Fi to ensure you're using the T-Mobile network.
  3. Turn on VoLTE.
  4. Uninstall downloaded apps such as calling apps; all blocking, launcher, and homescreen apps; and apps you downloaded around the time the problem started. T-Mobile can't support calls on other services such as Google Voice. Contact the app provider if necessary.
  5. (iPhone only) Reset the network wettings (Settings > General > Reset > Reset Network Settings).
  6. Update the device software to the latest version. You can do this over Wi-Fi. Visit the Devices page for current versions and steps.

 

Can't call a specific number or make international calls

  • Make sure the number you are dialing doesn't have a 1-700, 1-900, or 976 prefix. T-Mobile blocks calls to these numbers.
  • Make sure the number you're calling isn't on the device's Block or Spam list.
  • Use the dialer to enter the full 11-digit number, instead of using any saved contacts.
  • Include any country codes or area codes. (Add a + or 011 to the beginning for US numbers.)
  • Disable caller ID by dialing *67 before the 11-digit phone number. If the call goes through, your number is blocked to them.

 

 

Dropped calls

If it normal for calls to drop after four hours. But if your shorter calls drop frequently, try the following:

 

  1. For calls dropping only in specific locations, check out our 4G LTE Network coverage map to determine the level of signal you should expect.
  2. Make sure that the touch screen isn't waking up during the call. It may wake up if your cheek presses the touch screen or your fingers touch the buttons, like the End Call button.
  3. Remove any cases or covers from the phone. Some protective cases interfere with reception.
  4. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  5. Try calling in a location that dropped your call before to see if it happens again.
  6. If available, move the SIM card to another T-Mobile device and see if calls continue to drop when you call from that device. This test will help Customer Care diagnose the problem.

 

 

All incoming calls go to voicemail

  1. 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.
  2. Make sure that the number going to voicemail isn't on the device Block or Spam List.
  3. Check that Call Waiting is turned on in your phone settings.
  4. 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.
  5. 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.
  6. Call your own number to see if it rings before forwarding to voicemail.
  7. If available, move the SIM card to another T-Mobile device and have someone call you to see whether calls go to voicemail on that device. This test will help Customer Care diagnose the problem.

 

 

Touch tones don't work

If voicemail doesn't or phone systems (IVRs) don't recognize button presses on your device, check out your device's touch tone settings:

 

  1. Turn on touch tones in your phone settings. Note that touch tones may not work if you're on a conference call.
  2. For Android devices:
    • Wipe the cache partition to clear system memory.
    • Clear all app caches.
    • Turn off audible touch tones.
  3. Update the device software to the latest version. Visit the Devices page for current versions and steps.
  4. Call voicemail or a phone system to test whether touch tones are working as expected. If not, contact us.

 

 

Stuck? Contact us

If the phone still can't make or receive calls after you've followed these troubleshooting steps, contact us. We may need to check your number and the network in your area. If you received error messages or recordings when trying to place a call, be prepared to share those messages with us when you contact us.

 

If you can't call, contact us through chat (message us), the T-Mobile app , or social (Facebook, Twitter, Google+). Any of our contact options can connect you with someone to look at your account settings and local network details, and file a ticket for any problems.

 

Related pages

Audio on calls troubleshooting