Calls Not Coming Through on FLEX Plan

We have switched our account to the new FLEX plan and one of our phones has problems with calls not coming through and delayed text messages.  This phone worked perfectly prior to the switch.  We have had Ting Support push updates to the phone, reset, powered down & up numerous times.  Will a different SIM fix this or will we be required to purchase another phone (we have had to buy two so far).  Please help.  The phone in question is a MOTO G4 Play. 

Thank you for anything you can do.

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9 comments
  • Hey Fred,

    Sorry to hear you've been having trouble with that line, its especially weird since it was working before the swap. You could test one of the other active SIMs in that G4 to see if there is any difference but we can also definitely replace the SIM to see if that is the issue.

    I would double check that VoLTE settings on the device are all on just in case and if support haven't already set up that replacement SIM order reply here and I can follow up with you on a support ticket.

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  • Thank you for reaching out.  Unfortunately, it's an intermittent problem, so using another phones SIM might not work very well. I did check to see if VoLTE is enabled.  On this phone it isn't super obvious where that is enabled.  I was able to see that the VoLTE provisioned flag is turned on though.  Does that do it?

    Otherwise, if we can get this phone another SIM or on a different SIM/Network we would greatly appreciate it.  Thank you again for your help.  My wife would love to have a phone that works correctly again and receives phone calls when people are calling her the first time.

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  • Ok, it sounds like VoLTE is on and I get that with it being an intermittent issue the SIM swap test isn't the best barameter. I'll reach out on a support ticket and see what else we can look at options wise.

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  • Thank you.  I'll await your contact.  We appreciate anything you can do.

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  • Did this get resolved?

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  • No, it still happens fairly often.  Now it is "also" affecting a new phone we just bought from Ting.  Not very happy with the new Flex Plan service.  We are enjoying saving some money, but we are not enjoying missing calls and sometimes not even knowing we missed them.  We plan on contacting Ting Support again this week to see if they can help further.

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  • Hey Fred, 

    I'm not sure this is Flex-specific because not much has changed on the service side of things. If you're still missing calls on even a new phone, there's something else going on. 

    To confirm if you're using VoLTE, I'd like you to try something. When you're in an area where you know you've missed a call before, look at the data symbol on your phone. It should say "LTE". Then, make a regular phone call (not a FaceTime Audio or video call) and look at the symbol. If the LTE symbol is still there during your call, you're using VoLTE. If the symbol disappears during your call and reappears when you hang up, you're not using VoLTE. 

    That's still where we think the problem is, because anecdotally it seems like Flex is the problem, but there's nothing on the technical side of things that's different between the old plans and Flex when it comes to network connectivity for calls like this.

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  • We sorted out the new phone not working correctly by applying multiple updates to it.  It seems to have sorted out all the issues it started having.  The other phone, we switched over to a new SIM on the other network, but it did have problems occasionally receiving calls.  We will watch the LTE setting and see if it is using data (VoLTE) while we are having the issue.  This problem though has been mostly when others are calling this phone.  It just seems like it is ringing and it never shows up on this particular phone.  It mostly happens when my daughter calls my wife and then calls me to see why my wife's phone isn't working.  I can be sitting right next to my wife and her phone doesn't ring and yet mine works fine.  We may have to purchase a new phone later if we can't get this resolved.  This same phone previously worked flawlessly, so the new SIM's and network are the only changes.  Thanks, we'll update you within the week.

     

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  • Yes, the symptoms you describe it or indicative of the phone using voice over LTE. Even if the phone supports it, the tower might not be connecting to voice over LTE or the setting might be turned off somewhere inside the phone. 

    Verifying that it's working correctly is the first and crucial step in making sure you're getting your phone calls. You can also rely on Wi-Fi calling to bridge the coverage gap if it happens to be a tower issue. If you're not sure if that phone support Wi-Fi calling, or want me to investigate, let me know.

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