no ring, straight to voicemail

I don't get a ring, caller doesn't hear a ring tone, call goes straight to voicemail. Sometime I get a notification when I have a new voicemail, sometime I don't.

I've been working with, first Joseph Johnson, and now Olivia Golding since July 11 on Ting Help Center. The problem persists. Olivia has been trying different things, meanwhile I keep missing calls everyday.

I'm about to give up, any help would be appreciated.


Thanks,

Vince

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Comments

36 comments
  • Hey Vince, 

    We're not aware of any network outages, and it looks like Olivia is following up with you via email now. Follow the steps she's providing, and we'll keep an eye out for anything else to help troubleshoot this with you.

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  • Hey Mitch,
    Thanks for the comment. Other than disabling all forwardings (which hasn't solved the problem), Olivia hasn't really provided any steps. I appreciate her trying to help, but this has been going on for a month now. I keep missing important calls. I'm looking for another provider, Ting doesn't seem to care that I can't receive calls, or competent to provide essential technical support.

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  • Hey Vincent, 

    I may have found part of the problem. It's a little complex, but if this is what's happening, it's exactly what happened to one of my Ting GSM phones. 

    Our network provider put a lot of time and money into this thing called LTE Band 12. Without getting too technical, it's just a new 4G frequency. They also put the ability to make phone calls on it (called VoLTE), which doesn't exist for their other 4G frequencies. 

    Your phone is the Motorola Moto X, specifically the model XT1053. I've checked with our lookup tool, and that means your phone supports LTE Band 2 and LTE Band 4 for 4G, 3G and 2G. It doesn't support the new LTE Band 12, and doesn't support VoLTE.

    What this means is that for all your calls and texts, your phone switches really quickly back to 2G. Your phone probably doesn't even tell you it's doing it. It'll show 4G the whole time.

    Because our network partner is using the spectrum they own for 4G, they're chopping up the 2G part into tinier and tinier pieces. Your phone has to share the tiny piece with all the other customers (both ours and theirs) who use the 2G network. 

    When a call comes in, your phone gets that signal over 2G. If there are too may people connected to that tower who are using 2G, there's no room for your phone call. That's why sometimes you get a ring, sometimes you don't, and some go straight to voicemail, sometimes you get the voicemail notification, sometimes you don't. 

    What it boils down to is that your phone is fighting with other phones for a piece of that 2G. As our network partner pushes away from 2G, they're relying more and more on VoLTE to deliver calls, because more people can fit on that frequency at once. 

    This happened to me on one of my Ting GSM phones, but this problem isn't Ting-specific. You'll have this problem on any carrier that uses T-Mobile as their backbone. 

    The only real solution is to get a phone that supports LTE Band 12, and VoLTE. As soon as you do, your missing call problems will probably disappear. 

    You can ask Olivia what VoLTE phones she recommends, or stop into our Personal Shopper program and we can find something in your budget that's going to get you back to 100%.

    If you have any other questions, just let me know.

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  • Hey Mitch,

    Thank you for your help and explanation.

    I think I might try and find other carriers that don't use T-Mobile as their backbone and let me use my Moto X.


    Thanks again,

    Vince

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  • Here's a cheat sheet for you. 

    Your phone supports LTE B2, B4 and B17.

    Carrier 3G Frequencies 4G Bands
    Verizon CDMA 800 MHz, 1900 MHz 2, 4, 13*
    AT&T GSMA/HSPA/HSPA+ 1900 MHz, 850 MHz 2, 4, 5, 12, 17*
    T-Mobile GSM/HSPA/HSPA+ 1900 MHz, 1700/2100 MHz 2, 4*, 12*, 66, 71
    Sprint CDMA 800 MHz, 1900 MHz 25*, 26, 41

    * denotes primary Band

    Based on this, your phone would work okay on both AT&T and T-Mobile, but not Sprint and not very well if at all on Verizon (they use CDMA and VoLTE for calls, which your phone does not support). However, you may run into similar issues on AT&T, as they use Band 5 for their indoor coverage.

    If you choose an AT&T-based carrier and experience poor indoor coverage, this is why. The breakdown of your phone is here. The AT&T version supports B2, B4, B5 and B17. Yours is missing B5.

    5 years doesn't seem like a long time, but in cell phone years, it's substantial. The carriers keep releasing new technology that didn't exist when they made phones from just a few years ago.

    If you do decide to choose another carrier and things don't work out, we'd be more than happy to have you back on Ting, and I'd be happy to continue to break this kind of thing down for you. 

    My recommendation for you is to pick up a GSM-enabled phone that supports all the frequencies used today, like the Motorola Moto E4. You can pick one up secondhand from places like Swappa or eBay if you're comfortable with a secondhand device.

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  • Thanks Mitch, really appreciate your help.

    Do you think the Moto E4 will work fine with T-Mobile 4G LTE Band 12 and VoLTE?
    Would I be able to do WiFi calling?
    Is it unlocked?

    Thanks!

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  • Yes. The Motorola Moto E4 supports Band 12, VoLTE and WiFi calling. 

    As for unlock status, if you buy the one from our shop or from Motorola, it is absolutely unlocked. Secondhand devices might be locked, but you can check with your seller and ask. 

    Usually locked T-Mobile Moto E4s will work on our network without unlocking, and will support B12, VoLTE and WiFi Calling. But I'd really recommend buying an unlocked phone just in case you want to bring it elsewhere. The Moto E4 supports all kinds of LTE bands, including:
    LTE band 1(2100), 2(1900), 4(1700/2100), 5(850), 7(2600), 8(900), 12(700), 13(700), 17(700), 25(1900), 26(850), 38(2600), 41(2500), 66(1700/2100)

    Quickly referring back to the chart, that means this phone, if unlocked, is compatible not just with Ting, but with T-Mobile, Sprint, AT&T, Verizon and all their MVNOs. 

    It doesn't break the bank, and supports all the frequencies you'll need. I think it's a good fit, if you're looking at it.

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  • Thanks Mitch!
    I think the E4 uses the same size SIM card as my Moto X so I wouldn't need another SIM from Ting.

    Thank you Mitch for all your help. Very much appreciated!

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  • You're welcome!

    If you run into any questions, don't hesitate to reply to Olivia's email, or just reply right here. I check the forums every day (except my weekends), so I'm never very far away if you need anything.

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  • I have this happen to me too once in a while.  I'll suddenly get a voice mail notification and I never had a ring or any indication that a call came in. 

    I'm a little confused by the technical description, is Band 12 the same as VoLTE, or is VoLTE yet another frequency band?  My phone, the XT1575 supports Band 12, but I see no mention of VoLTE in its specs.  Can you confirm that? 

    Thanks,

    Mike

     

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  • Michael, 

    VoLTE is a technology that lots (but not all) cell phone carriers use. It allows phone calls to be made over the LTE data connection, rather than over the old talk and text routes. 

    Our network provider uses VoLTE technology, but they only use it over one of their LTE frequencies. They don't make VoLTE calls over the other frequencies they support. There was a little perceived kerfuffle between T-Mobile and Motorola over the issue of VoLTE and Band 12 recently. The long and short of that is that if a device was certified to work on the T-Mobile network with Band 12, it had to support VoLTE and E911, or risk not getting certification to work. 

    In general, it's not something you have to worry about if your phone supports Band 12, as it probably then also supports VoLTE on that frequency. There are some really limited exceptions, but as carriers work on inter-operability and LTE roaming, that's going to become even less of an issue than it already is, and it's already pretty small.

    The Moto X Pure does support both Band 12 and VoLTE. You can check yourself by downloading and installing SignalCheck and having it open while you make a call. If your phone supports VoLTE and you live in a Band 12 area (really common), your phone won't leave Band 12 connectivity at all while your call connects. If your phone doesn't support VoLTE or you're out of Band 12 coverage area (uncommon), the phone will drop its connection to EDGE(2G) on 1900MHz to make the call.

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  • Thanks for that awesome explanation. My experiences then are most likely due to the very weak signal I get while at my workplace where service cuts in and out.

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  • That sounds more likely, yeah. 

    A cursory search suggests the Moto X Pure doesn't support WFC on our GSM network, so you might be limited to just the Band 12 coverage that can reach you at work. Double-check our GSM coverage map at ting.com/coverage. Band 12 is indicated by "4G LTE 700". If you've otherwise got good Band 12 coverage at work, it could just be what the building is made of that's preventing you from getting a good signal.

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  • Hi, I am having exactly the same issue as Vince has, it is inconsistent, both my spouse's phone and mine are effected, doesn't ring, goes to voicemail..(just like described above). We both have Microsoft Lumia 640LTE running Windows 10. Any suggestions, (besides purchasing new phone). 

    Thanks, 

    Randy 

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  • Hey Randy, 

    I took a quick look through the support tickets you've opened but I couldn't get a firm grip on if this only happens in one place (at home) or if it's everywhere that your calls just sometimes don't arrive. I have a strong feeling it's based on the service on/off issue you were having back in June, as with service off, your calls would just go directly to Voicemail. 

    I'd be happy to take a second look at it if you'd like, just to make sure we didn't miss any troubleshooting steps. Just let me know and I'll get the process started.

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  • My phone has been acting in a similar fashion lately - no rings, then I have a voicemail (or I get no notification of a voicemail, but I do have one after randomly checking).  Especially the past week.  

    I also have been experiencing receiving my text messages in batches.  I know somebody has sent me one, yet nothing is coming through, but then I suddenly get 2 or 3 at the same exact time, sometimes hours later.  Like they all got stuck somewhere and then flushed out.  

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  • My phone has been doing the same thing for about 2 weeks! It's frustrating, especially when you're expecting a call and then get a voicemail notification instead. At the same time this started happening, my mms messages began coming in delayed, sometimes 40 minutes after they were sent to me, but maybe that's coincidence.

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  • Hey Gregory,

    I seen that you were speaking with Tabitha today. Based on your coverage you have good signal,  I went ahead reset your network settings. Please re-insert your sim card and restart your device and let know how that goes. 

     

    Cheers   

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  • Hey Amanda, 

    I went ahead to check coverage area to see if there were any outages but everything seems to be ok in that area. We will need to refresh your network sim that we can get you reconnected to the closest tower. I have started the process, completing it would require that you restart your device. If you could re-seat the sim card in to the device, that may help as well. 

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  • Hello Mitch,

    I have been experiencing similar symptoms with my Nexus 6 (US version), running Android 7.1.1. I just went through some sort of reset process with Ting support. Can you shed more light on what's happening my case? As far as I know, my phone does support LTE band 12 and VoLTE.

    Thanks

    Sanjeev

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  • Hey Sanjeev

    Just filling in for Mitch. Is appears that was a loss of signal from the tower you were connected to. In your case, reset your network sim helps with reconnecting your device back to the closest tower to help sustain a better connection.

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  • Mitch,

    I have the same problem that Vince described. I had used CDMA on Ting for many years without a problem. When my phone died earlier this year, I switched to an unlocked LG Risio on GSM. I am a light user so it took awhile before I realized that random calls were not ringing my phone and were being routed to voice mail. To get some help with this problem, I opened ticket #3144014 and that resulted in back and forth emails that ended with my thinking the problem was resolved. I still have it even though I upgraded my phone to an unlocked LG Risio 2, which claims (on lg.com) to have VoLTE capability and support for LTE bands 2, 4, 5, and 12. The problem seems to happen randomly which makes it difficult to diagnose. Someone on another website suggested it was caused by network congestion and recommended increasing the ring time to a maximum of 30 seconds. I did that yesterday and afterwards called my phone five times successfully over a ten minute period. This morning the same test failed 100%. I then made a call from my phone followed by the same test which was successful. It seemed like the network could not find my phone after an idle period (even with the increased ring time of 30 seconds) until I made a call, and then it could easily find it (about five seconds before first ring).

    Thanks in advance for any help you can offer.

    Jim

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  • Hey Jim,

    We do let Mitch have some fresh air from time to time so let us see what kind of help we can provide while he is off.

    Are you seeing an LTE connection on the phone when not connected to Wi-Fi? If not it sounds like the Ting APNs need to be set up to take advantage of the Band 12 in your area.

    Assuming you do have the APNs set have you seen a difference between indoors and outdoors? The signal in the area does appear to be a bit weak so it may not connect indoors at all locations, but should outdoors.

    The issue may also simply be in need of a network refresh, support can help with that if you get in touch from another phone as they will need you to reboot yours for the refresh to take effect. 

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  • Christian,

    Mobile data is always turned off on my Risio 2 because I use a T-Mobile hotspot to access the Internet. This phone used to be on the Cricket network and when Mobile data was turned on, LTE would show up next to the bars. When mobile data was turned off, LTE symbol next to bars would go away. Now that the Risio 2 is on Ting and mobile data is always off, the LTE symbol is off, and the cellular connection (usually 2-3 bars) is present. As far as Ting is concerned, I only use the Risio 2 to make and receive voice calls.

    Receiving calls is problematic because they randomly go to voice mail without ringing. I noticed during a failed test call that I heard about 30 seconds of silence (no rings) on the calling phone before voice mail answered. In this case the Risio remained idle with no rings. When the test was successful, I heard about five seconds of silence and then ringing on the calling phone, and the Risio 2 rang also and everything worked as expected.

    Most of my testing has been indoors. I do carry the phone with me outdoors when I do errands, but I normally get so few calls I haven't noticed if the problem occurs outdoors. The phone is indoors most of the time since it replaced a land line. The next time I test indoors and the problem exists, I will move the phone outdoors and test again. The T-Mobile hotspot sits about two feet away from the Risio 2 and works great indoors.

    I think the network refresh has already been tried. I first reported the problem on your chat line from my laptop. The Ting agent did something on your end, and I had to remove the battery and SIM on my end and then boot the phone. I could not immediately test while chatting because I needed my wife's phone and she was away at the time. I tested after she returned, and the problem was still present after the refresh. That is why there was a sequence of back and forth emails to Ting support after the refresh.

    Thanks.

    Jim

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  • Hey Jim, 

    I'm spit-balling here, but you may need the data connection to be active in order to use VoLTE. You don't need to use any data, and you should be able to disable it on the Ting website side of things, but the "Mobile Data" switch on your Risio 2 likely needs to stay "on" in order to receive all your calls, otherwise they're all going to be routed the old way over 2G, which is less reliable.

    Try that, and keep me posted.

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  • Mitch,

    Thanks for following up on my post.

    I disabled data in my Ting account and turned on mobile data on the Risio 2. LTE now shows at the top of the screen next to signal bars. I don't have another phone to test with at this time, but should have one later today.

    Do I need to change APN settings. The following settings were loaded automatically after the SIM was installed and Risio 2 powered up.

    TMOProfile
    fast.t-mobile.com                 (This APN not selected)

    mvne wap without proxy       (This APN is selected)
    wholesale

    MMS
    fast.t-mobile.com

    Just got an incoming call that looks like a telemarketer (not in my contacts). I declined and the call went to voice mail. I'm encouraged by what just happened. Everything looked normal. Will keep monitoring the situation.

    Thanks again.

    Jim

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  • If you are seeing LTE that should be fine, those settings you've listed are also for the same network we would be running off of.

    If there is any trouble (fingers crossed!) it would be worth entering the Ting APNs specifically, these should also ensure MMS functions if you wanted access to that feature at some point.

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  • Christian is right about the APN settings. If you experience any data or MMS issues, it's worth making sure the proper Ting APNs are set.

    I'll keep an eye out and I look forward to your followup on any further missed calls.

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  • I am having the same problem with my Samsung Galaxy J7 Prime. Friends report that when they call they don't hear a ring and it goes straight to voicemail. There is no voicemail notification and no record in the call log. Please help!

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