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Not Receiving calls and delayed text messages

puffie300

    Hi all, trying to find a resoultion to this issue that's been happening for the past 5 months. My phone is an unlocked HTC u11.

     

    Randomly I will not receive calls when I have full bars. It doesn't show up as a missed call or anything. The person will message me on another messenger and when I call them back I usually get a bunch of text messages time-stamped from the past hour that I have also missed.

     

    I will also randomly receive voicemails with no missed calls indicating that again, I've missed a call but it does not show up in my notifications .

     

    I've tried all the resetting everything on my phone, I've disabled wifi calling and volte but the problem persists. Has anyone experienced this and had it fixed?

      All replies

      • dragon1562

        This kind of issue happens across all carriers. The reasons for which can vary and would  require someone with the tools necessary to look at things for you. So basically I would call or message the team force team and explain the issue to them. I would also pay close attention to when this happens so that maybe a pattern can be formed. For example, delayed texts only occur when messengering person X from Verizon. Or maybe delayed messages only occur while messaging iPhone users.

         

        You can reach T-force by dialing 611 on your phone or over social media like Facebook/Twitter.

        • tmo_mike_c

          I appreciate all the testing you've done and I wish it was resolved. I'm not 100% familiar with this phone, but do you have the option to change the band to 2G, 3G, or 4G to see if messages and calls work a little better? It can be kinda tricky getting something like this resolved but this is another good test to see if it's related to a certain frequency.

            • magenta4321385

              Mike, yes there are settings in the Galaxy S7 to switch my phone to 3G or 2G.  I will test under these bands tomorrow and report back.

               

              FYI, someone from DriveMode support has reached out to me with an initial set of questions and suggestions. His suggestions didn't help, but I provided a more detailed description of the issue, which fortunately is consistently repeatable. Waiting to hear back from him, which I assume will not be until after the weekend. I'll let you know if we make any progress determining what the issue is.

               

              It really surprises me there isn't more online discussion to be found regarding this problem...  it's like I'm the only one having this issue, but it's hard for me to believe that's the case.

                • bruble73

                  you aren't the only one, I have the same issues that started recently both at home and while at work.  Resetting the phone tonight and will try and roll back to a previous build if I need to.

                  Phone is Huawei Honor 6X BLN-L24

                  • wamasea

                    There is a lot of online discussion about this same problem.  We have 3 phones w/T-Mobile service and we are all 3 having the same exact problem.  One phone is a T-Mobile and the other 2 are not.  Sometimes a call will ring thru, but it has gotten to be most of the calls don't.  We are testing using the 3 calls from different locations and it happens everywhere we go.

                    1 of 1 people found this helpful
                • tmo_amanda

                  Hey, puffie300!

                   

                  I'm just swinging by to see if you've had a chance to look over the replies from dragon1562 or tmo_mike_c. We want to try to figure out what's going on with your HTC u11 and why you're missing calls and texts. Please get back to us when you can.

                  • puffie300

                    tmo_mike_c I tried changing the band to none LTE and the problem persists. Im going to call the support team on the weekend when I have another phone to call from. I'll report back with more information after that .

                    • tmo_marissa

                      Hi, puffie300 and bruble73! Just wanted to check in once more on your respective issues and see if there were any updates!

                      • elhombre55

                        Happens to me constantly. So far, all advice from TMobile Support has just wasted my time.

                        • magenta4901095

                          I recently started having this exact problem. I thought It could be a problem with my phone, so I have tried: restarting, power off & restart, and default factory reset. And I continue to have this exact problem. Can someone please help? 

                            • magenta5002784

                              Same issue here across our 4 T Mobile lines as well as my kids 4 line plan and various friends on T-Mobile.  Phones vary from LG G6, Samsung Galaxy J , Huawei 7 as well as BLU Life One X2, Alcatel Idol and BLU Vivo XL3.

                              Phones suddenly show voicemails without a missed call notification. Text message disappear into nowhere or show up days later.  Callers say that they got ringing up to 6 times before it goes to voicmail and the physical phone never rang!

                              Worked with a local TM store and they changed out Sim cards on my 2 phones without any effect.  We can sit next to one another testing texting and my messages ago thru and hers disappear or the other way around.

                              This is not isolated to a phone, as so may people we deal with have this issue.  As far as I can tell, it started in January 2018 here in the Orlando FL area and has been getting worse.

                              BTW

                              , we did factory reset phones, rebooted and are using stock dailers.  So frustrated, investigating other carrier!

                                • deminsd

                                  Same issue here in San Diego.  Android phone also.  Wonder if iPhone's (with iMessage) would fare better?

                                  The disappearing call thing is bizarre, though...rings on the calling phone, but the called phone is doing nothing.

                                   

                                  TM is acting like they never heard of this, but I'm guessing the problem is much more common than they want to admit.

                                  1 of 1 people found this helpful
                              • emmanuelsa

                                Having same issues on San Antonio, TX on an LG g6. Resetting and rebooting does nothing. Wonder if this has to do with the lawsuit they lost in the Midwest for fake rings sounds for calls that never went through  Perhaps the network isn't nearly as large and reliable as they claim. Getting really pissed off here.

                                  • magenta5200731

                                    I don't think it is Puffie's phone, IMHO there is some problems with the TMO network, possibly introduced with the recent upgrades. All the same problems others are reporting, starting in the past few months. Seems completely random. May have something to do with where the caller is on the network.

                                    In Houston 77096. Using an Honor 6x which I got last summer along with a new TMO sim for my number that's been on the network for years. It does 4g.

                                     

                                    Yesterday's typical example of what has been going on for a month or two:

                                     

                                    Got several texts from my daughter in New Orleans 350mi away in the early morning with no apparent problem. Called the wife in the Texas Medical Center 8-10 miles away.mid-morning. Later got a call from someone. All normal. In the afternoon, wife texted me while leaving work about 3pm. Nothing on my phone. When she got home, she said she had also tried to call on the way home but they had gone to voicemail. She usually complains that during similar calls, she gets a voice message that I am out of the TMO calling area even though I am sitting in my usual spot.

                                     

                                    When she got home, I checked my voicemail and found that someone had left a voicemail even though my phone didn't ring and the phone's call log shows no calls. I called the person back and he said he had called within the previous hour which would have been 2-3pm.

                                     

                                    After the wife got home, the text messages she had sent while leaving work finally arrived about a half hour late.

                                    I checked her usage on the TMO site and it didn't show the outgoing calls she said she made.

                                     

                                    A typical afternoon on TMO.

                                    1 of 1 people found this helpful
                                  • magenta5200731

                                    Just wanted to revise my previous post a little in case it helps with troubleshooting. Just checked the wife's calls using the TMO account website:

                                     

                                    The two calls she says she made to me and I never received do appear on her call log there. They do not appear on mine.

                                    The text message I received from her at about 3pm does not show up in her usage log.

                                     

                                    The call from a 3rd party that resulted in a voicemail to me does not appear in my usage log, even though I have the voicemail.

                                    • el_profesor

                                      This problem is not just for TMO but also its resellers. Here in southern Indiana I also have lycamobile, which uses the TMO network, with a galaxy S7 and some LG G4s.  I have the same problems with callers saying they tried to call me, but my phone never rings.  The callers get a "this facility is not available for the subscriber" message, as I disabled my lycamobile voicemail.  Sometimes the calls go through, and sometimes not, even just minutes apart and with the phone in the same location.  It affects my wife's lycamobile phone as well.  For a while here the tower would even drop periodically so the phone said "no service", which could be fixed by toggling airplane mode on and off.  My mother has lycamobile in San Diego and has been having the same trouble. TMO fixed that now, but the problem with calls not being received is still an issue.

                                       

                                      My workaround solution has been to use a google voice number, then have it ring both my cell number and my google hangouts app directly.  This allows me to get calls over wifi or LTE, even if the phone service itself won't ring.  If everything is working, an incoming google voice call will ring both my phone and my hangouts app, and I can choose which way to take the call.  In the last few weeks (months, really) I've had a lot of calls to my google voice number that ring only my google hangouts app, but the phone itself doesn't ring.  That means the phone is working fine, but TMO network and towers are failing to get the call through.  At least I can get calls with google voice and hangouts app.  TMO really needs to get their towers and network fixed so calls go through.  All this expanded coverage is fine, but it seems to be stretching the tech back end too thin.

                                      • magenta5200731

                                        Just experienced it again. Business call that I only found out about because I checked voicemail and found it. Now having to frequently check it. Am letting business contacts know about it in case I don't respond to calls or text messages. I bet many more have the problem than realize it. It took me a couple of months before I found this thread and realized it's not just me.

                                        This could be a serious business problem for TMO if it's not fixed. Who wants a cell phone they can't rely on?

                                        • lagabbana

                                          I am experiencing the same issue. I was expecting a technician from 9 AM and 10 AM. I have been staring at the phone for the entire hour pretty much, since I was aware of how some phonecalls are not received at all. I didn't see anything on my phone by like 9:50 AM and decided to make a call to the technician. Then, my phone all of a sudden showed a few missed calls and voicemails. I am using the unlimited prepaid plan($50/month). Is this happening because t-mobile gives low priority for the prepaid plans?

                                          1 of 1 people found this helpful
                                          • magenta5200731

                                            From my experience, T-Mo is very concerned about support. They have spent a lot of time on my problem.

                                            I don't know about your incident, but from what I can tell, this is a systemwide bug, probably a programming error. Intermittent problems are often the hardest to fix because the person trying to fix the problem can't reproduce it and see it.

                                            At this point, I am getting some repetitive questions from the support team on twitter and just keep supplying what information I can in hopes something will click.

                                             

                                            When someone finally figures out the cause, there will be a huge facepalm.

                                              • magenta5253566

                                                i have the same problem for about 2-3 months now.  I have called them twice so far.  Once when i called they said their tower updates was not updated on my number in our family plan.  that didn't fix the problem.  The second time i called them starting over to the explain the problem, which ended useless wasting my time.  Has anyone received any response back to any of these forum users from Tmobile tech support?

                                                 

                                                Now after seeing this thread seriously thinking of changing to a different network.  

                                              • ankurmisra

                                                Same problem here. I was in the middle of planning something today and thought the person was ignoring me and got in a fight. then 5 hours later get 5 texts from the person to find out they were replying the whole time and were also trying to call me - i never got a missed call or even a notification about a missed call.  Then I recalled over the last month this has been happening..

                                                This is alarming and shocking that such a big issue is not only unresolved but also experienced by many others. #t-mobile Please resolve ASAP or i am jumping ship to a new carrier very soon.

                                                • magneta85

                                                  I've been having this issue too, since at least February 2018 when I missed a bunch of urgent calls and texts from multiple family members. Since then, it's been happening randomly -- sometimes texts are received immediately and sometimes it's a delay of anywhere from 5 min to over an hour. Multiple contacts (people in my phone, random callers, 2-factor authentication bots) and multiple locations (home, work, coffee shops, restaurants, inside, outside); there's no discernible pattern. Sometimes the phone doesn't ring either and no missed call in the log; I just get a voicemail notification and then come to find out I have, like, 10 or 15 voicemail. No idea how many business-related calls I'm missing from people who don't leave a voicemail. I'm in a large city and my phone shows good reception but is seems to disconnect from the network periodically. Tried clearing the cache and restarting the phone as recommended by T-mobile, no help.

                                                   

                                                  It's not happening with other family members on my plan (one of whom had the exact same phone as me until last month), and I'm not aware of it happening to friends on Tmobile/other networks, so I thought it was just my phone until I found this and other threads complaining about this issue and T-mobile's lack of response. I've been a T-mobile customer since 2008 but I'm thinking of leaving because of this.

                                                  • amandah1425

                                                    My Husband and I have been having the exact same problem. It started a few months ago randomly here and there with our Samsung phones. We recently got new Huawei phones and the problem seems to have intensified recently. And we are both missing extremely important phone calls and texts message between each other and with other people on other networks. It's extremely frustrating. With our upcoming move and our family being separated for several weeks we would hate to miss interactions with each other and our kids. Not to mention important phone calls for appointments and moving companies.

                                                    1 of 1 people found this helpful
                                                    • tikdoff

                                                      This has just started to happen here. I'd say half my texts are delayed, which makes the service useless for me. My leading suspect is the merger with Sprint. Reading the recent replies here makes it clear it is not the brand of the phone.

                                                       

                                                      I've begun sending myself texts from another phone and my experiment doesn't look good. Like I said, half the texts are delayed. The delays so far have been up to a half hour.

                                                       

                                                      Maybe if enough people complain and if enough switch, the company will get the idea.

                                                      • magenta5200731

                                                        Just had another occurrence of the text delay.

                                                        One problem is you generally don't know when it happens unless there's some circumstance that alerts you to the delay. Had what seemed like a normal set of messages with a neighbor this morning. 

                                                        But then wife just walked in from work and at almost the same time I got a text from her that she had sent a half hour earlier to let me know she was on her way.

                                                        • magenta4993909

                                                          Same problem here. Started about 6 months ago (no problem for many years) and I am now at the point where I'll have to look for a new carrier, even if they charge a little more. Any recommendations?

                                                            • magenta5200731

                                                              Unfortunately, this has occured to me even though Ihad been a satisfied customer for serveral years until this started. Have had several more occurrences over the last 2 days where I hear a voicemail has arrived and it's from the wife after her call went to voicemail without ringing.

                                                              TMO support has been conscientious in following up, but I think it's some problem in the network that is hard to find because it is intermittent.

                                                               

                                                              What phone or phones do you use?

                                                                • magenta4993909

                                                                  I am using an unlocked LG G5. Didn't purchase it from T-Mobile and customer support had the nerve to suggest that I buy a new phone from them. I wonder if they realize that a new phone costs close to 1K these days.

                                                                    • magenta4993909

                                                                      I just called T-Mobile to ask for a Signal Booster in the hopes that this will fix my problem. Because I was previously told that I couldn't get one because I am using a phone not purchased from T-Mobile, I expected very little. Turns out this latest representative was exceedingly helpful and sent a booster right away and even waved the shipping fee. Thank You T-Mobile! Now let's hope that the booster makes a difference.

                                                                        • deminsd

                                                                          magenta4993909 wrote:

                                                                           

                                                                          I just called T-Mobile to ask for a Signal Booster in the hopes that this will fix my problem. Because I was previously told that I couldn't get one because I am using a phone not purchased from T-Mobile, I expected very little. Turns out this latest representative was exceedingly helpful and sent a booster right away and even waved the shipping fee. Thank You T-Mobile! Now let's hope that the booster makes a difference.

                                                                          What was your problem that you think a signal booster will fix?  For most people, their phones support WiFi calling, which uses any WIFI that you are connected to instead of cellular service.  With that, no signal booster is needed.  Not to mention, you can't take a signal booster with you, so when you leave your house, then what?  For the issue this post is about, it clearly isn't a signal issue.  It's a service issue.

                                                                  • bpants

                                                                    Re: Not Receiving calls and delayed text messages

                                                                    Just adding myself to this list as well. My wife and I just switch to T-Mobile 2 days ago and we're already seeing text's that don't go through till hours later. We both have new Samsung Galaxy S9's. At this point I almost want to return everything before it's to late and switch to someone else.

                                                                    • smile9731

                                                                      Re: Not Receiving calls and delayed text messages

                                                                      Recently switch to Tmobile from AT&T and I'm having the same issue with my HTC U11 plus.

                                                                      I'm able to make calls but when I first dial a number it would have 10ish seconds of silence before it starts ringing. When people trying to call me, I would be using my phone and suddenly see a voicemail notification without the phone ringing at all.

                                                                       

                                                                      Tried all the solutions above and no luck. Also checked my call settings ( HTC U11 - Troubleshooting - I can't receive any calls | Vodafone Ireland ) the issue persists.

                                                                        • smile9731

                                                                          Hi,

                                                                          just an update

                                                                          I went to a store and they swap out my sim card but that didn't fix the issue.

                                                                          I've also tried online customer service, she asked me to try adding a new APNs and restart my phone but it still doesn't work.

                                                                          BYOD T-Mobile data & APN settings

                                                                          1 of 1 people found this helpful
                                                                            • magenta5200731

                                                                              Had a few more occurences yesterday:

                                                                               

                                                                              in the morning I went to my bank's website. With 2 factor authentication enabled (a very good idea), it wanted to text me a code.Said ok. Code never arrived.

                                                                              I eventually went back in and told it to email me. Worked fine.

                                                                               

                                                                              When the wife got home about 3:30 pm, she complained that she had called and texted when she left work. Call went straight to voicemail and she was so disgusted she didn't bother leaving one. Suspect many more are having the problem, but if the caller doesn't leave voicemail, they don't know about it.

                                                                               

                                                                              She also said that she had texted me when she left work.Sure enough, a few minutes after she arrive, the messages from the bank and from her arrived. the one from her was maybe 30 minutes late. The one from the bank was more delayed, maybe an hour. Of course, the timestamp on both was when I received them, not when they were sent.

                                                                               

                                                                              Wonder if ATT has any cheap plans? Had been very happy with TMO for years, but a phone you can't rely isn't worth it.

                                                                          • magenta5200731

                                                                            FWIW. Occurred to me that this must be some sort of routing issue. The wife sometimes gets a message that I am out of the calling area before the call goes to voicemail. Perhaps, the network is trying to route the call to another network and can't find me, even though I'm sitting at the house.

                                                                             

                                                                            My daughter had a number that had belonged to another family. Her Walgreens prescription account kept showing a previous owners name. Walgreens put her number in and the other family showed up, even though she had the number for a couple of years. Seemed like it must have  been a problem with the Walgreen's database, but on further investigation, there appeared to be some other database that contained it. No one seemed to be able to do anything about it.

                                                                             

                                                                            Is there some central database of cell numbers?

                                                                             

                                                                            Was just poking around with the history of my number and it showed up as originally being with Cingular, which then became ATT wireless before I switched to Verizon for a few years because coverage by Cingular/ATT in New Orleans was so bad. Eventually switched to TMO.

                                                                             

                                                                            No idea how that could start causing problems over the past 6-8 months, but TMO support doesn't have any better suggestions.

                                                                             

                                                                            Don't know if many are still watching this thread or if they have left TMO as I am considering, but what is the history of the numbers that have been acting up?

                                                                            • nick120

                                                                              Re: Not Receiving calls and delayed text messages

                                                                              Same issue here but already for about a year. Callers get directly into VM. If they leave a message it mostly shows within a few minutes but no missed call displayed. Contacted tech support a couple of times and was recommended to do a factory reset and to get a newer phone if this does not work. I am using a Galaxy S5 which I am replacing with an S9 due to these issues. Talked last week to a colleague of mine who is using a 2 year old iPhone and he has the same issues. So the problem does not seem to be related to certain phone models or only older phones.