Troubleshooting voice calls on Ting

If you're having trouble making or receiving calls, we have some quick and easy troubleshooting tips to help you get up and running.

Before proceeding for CDMA devices we strongly suggest ensuring your active device is not on the list of obsolete Sprint devices

If a carrier reset, profile, or PRL update are performed on an already active phone on the list it will be unable to activate and will need to be replaced. New activations will not be possible unless the phone can be manually programmed.

The only solution is to manually program the phone if possible (data usage is not possible with activations via manual programming) or to obtain a new device. Please contact support for help troubleshooting or activating with these devices.

1. Check that there is coverage in your area.

In order to make calls with Ting Mobile, check our coverage map to make sure there is service in your area. If you're in an area where coverage is listed as "None", you won't be able to make calls

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".

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

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".

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

4. Confirm that your account is set up 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.

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If you are looking to make an international call on our CDMA network, new lines will take around 5-7 business days for the feature to become available.

A friendly reminder that calling long distance from the US may have surcharges in terms of calling a mobile or landline and are different for each country. If you are calling while roaming in another country there are also some surcharges that apply. 

5. Confirm that you are allowing your phone to roam domestic or international.

If you're in a roaming area, you'll want to make sure the roaming settings on your phone are set to allow you to access the network. If roaming internationally make sure the feature is enabled from your account and the network mode has been set to GSM.  

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There may be roaming restrictions when you are travelling internationally so get in touch with us if you still cannot make calls.

6. Make sure to use 10-digit dialing.

If you're trying to dial a number only using seven digits and you're getting error messages or unusual busy tones, try making the call again using all 10 digits. Ting voice (and text) services are designed for use with 10-digit phone numbers and trying to dial with seven digits can produce error messages that indicate that you need to set up an account or subscribe to a service.

7. Make sure you have call forwarding off unless it is deliberately on. 

Sometimes you may have had call forwarding on for a particular need but forgot to turn it off. When that happens, anyone who tries to get in touch with your Ting number is forwarded to your alternate contact number set in your Ting account. 

Using the same example in the picture below, please take a look at Minutes. You will see Enabled for all Call Forwarding options such as can use call forwarding, can use call forwarding on busy/no answer, and can use call forwarding at any time.

Can use call forwarding on busy/no answer means enabling any one of these options means that calls to your number will conditionally forward to another provider's number such as Google Voice if you deny the call, or let it go to voicemail. Can use call forwarding at any time means, that you will forward calls made to your Ting number to another provider. If you did this by mistake or if you want to change the feature and learn the difference check out how to turn off Call Forwarding.

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

Wi-Fi calling allows customers with specific phones to make a phone call over Wi-Fi  as opposed to our network towers. Try disabling Wi-Fi calling on your Ting account and on your phone, and then test making a phone call.

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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. Perform a soft-reset of the phone.

This is also known as performing a restart. Most smartphones will give you an option to hold your Power Button and Swipe to Power Off for iOS or Power Off/Restart for Android. For feature phones, try turning the phone off and removing the battery for a few seconds. Restart the phone and try to make a phone call

How to troubleshoot network specific issues.

The GSM and CDMA network have different ways of communicating with the cell tower to re-establish a signal. We've included network specific troubleshooting steps below. 

CDMA specific information for Android and iOS.

iOS.

Reset subscriber settings.

  1. Connect to a Wi-Fi network.
  2. Tap the Phone and pull up the Keypad.
  3. Dial ##25327#. 
  4. Tap the green call button.
  5. When the Reset subscriber settings message appears, tap Dismiss.
  6. Once the Waiting for activation message appears, tap Dismiss.
  7. If the activation is successful, an iPhone has been activated message will appear, tap Dismiss.
  8. Your phone is now ready for use.

This reset should automatically take care of the activation for voice, text messaging and data, as well as an update to the PRL (roaming lists) and firmware—if applicable. 

Service update.

  1. Connect to a Wi-Fi network.
  2. Tap the Phone and pull up the Keypad.
  3. Dial ##873283#.
  4. Tap the green call button.
  5. A starting service update message will appear, tap Dismiss.
  6. If the update is successful a Service update complete message will appear, tap Dismiss.

Android.

To complete a PRL/Profile Update each manufacturer has the path a little different. You want to check About Phone, or About Device in your Settings. For more exact steps, check out performing a PRL/Profile Update.

To complete a Carrier Reset on an Android phone you can dial from your Phone App on your keypad # # 72786 #, for recent 2017+ models it may be *#*# 72786 #*#* and it will automatically give you the same message an iPhone gets. Your phone will restart, and initiate a PRL/Profile Update automatically. 

For more information learn how to perform a carrier reset

Get in touch.

If none of these tips has 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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