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Troubleshooting GSM Voice Services

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Last updated by Isabel M

 

If you're having trouble making or receiving calls, here are a few quick and easy troubleshooting tips that might get you up and running.

1. Check that there is coverage is available in your area.

If you're in an area where coverage is listed as "None", you won't be able to make calls. To make sure that voice service is available where you are, plug your address into our map and check your voice coverage.

An area with no coverage will show up in white.

1. Check that there is coverage is available in your area.

2. Confirm that your phone number is active.

To check the status of your phone number, go to the Device settings page in your account and check that the Status of your device is listed as "active".

If your number is suspended or still porting, those statuses will show up here and you will not have voice services.

2. Confirm that your phone number is active.

3. Confirm that voice services are enabled on your account.

To confirm that voice services are enabled on your account, go to the device settings page for your phone and make sure that both "Can make/receive calls" is marked as "Enabled".

If there is no edit icon at the top of the Minutes section (i.e. you can't update your call settings) then the number is not active.

3. Confirm that voice services are enabled on your account.

4. Confirm that you've allowed for long distance calling, if applicable.

If you're trying to call outside of the US, then make sure that you have long distance calling enabled in your Device settings.

Also, make sure you're dialing the correct country code. A quick online search of how to call the country you want to call from the U.S. will help you find the correct country code.

4. Confirm that you've allowed for long distance calling, if applicable.

5. Make sure there isn't another type of conflict with the number you're calling.

1-700, 1-900, and 1-976 Numbers

If you're dialing a 1-700, 1-900 or 1-976 number then it won't go through. Ting on the GSM network currently doesn't allow for calls to these numbers. You'll need to call these numbers from another line.

Short Codes

Some 3-digit short codes won't work in some regions because they're assigned to city or government services already. Try calling the short code to see if it connect or if you can make and receive calls from that short code on another GSM device. If not, then the short code is the issue. If so, keep troubleshooting.

6. Try using 10- or 11-digit dialing.

If you're trying to dial a number only using 7 digits and you're getting error messages or unusual busy tones, try making the call again using 10 or 11 digits (for 11-digit dialing, add 1 at the beginning of the 10-digit phone number). If the call goes through delete the stored contact in your phone and re-add it with the 10- or 11-digit number--whichever one allowed the call to go through successfully.  

7. Make sure you're not forwarding your calls?

Dial # # 004 # and press Send/Call to disable any call forwarding that might have been set up on the phone mistakenly.

8. Turn off Wi-Fi and Wi-Fi calling.

If you have Wi-Fi calling enabled, disable it.

9. Disable or delete any third party calling apps.

Disable any third party calling apps to see if you can make calls when those are not running. It's best to remove them and download them again later to ensure that they aren't interfering. If you're able to make calls once apps are disabled or removed, then you will need to troubleshoot the app.

10. Switch your device to 2G data.

If your phone supports it, switch from 3G/4G/LTE data to 2G. Wait 10 seconds and then switch it back. This is usually found in the network settings.

11. Power cycle or soft reset your phone and remove the SIM card.

Shut your phone down by holding and pressing the power button on a smartphone, or the Call End button on a feature phone. If you have a removable battery, remove it and the SIM card for about 30 seconds after you've shut the phone down. If your battery is not removable then just remove the SIM card. Then reinsert the battery and SIM card and power the phone back up.

12. Test your SIM card in another phone if possible.

If you have another GSM device available, test your SIM card in that phone. If the other phone is able to make and receive calls, then the problem is with the original phone and not the SIM card.

Get in touch.

If none of these tips have gotten you up and running, then it's time to get in touch so we can help. Please be sure to let us know what you've done already so we know where to pick up.

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