Forwarding calls to voice mail
My phone (Moto G7) sends some calls to voice mail without my authorization.
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  • Hey Bruce, 

     I have a feeling that this issue may be arising due to the 3G shutdown and lack of VoLTE on your phone. 

     We've been letting customers know that our network partner on GSM has begun the shutdown of the 3G network. Our blog post here goes into details on it but the basics of it is that they are refarming the frequency to accommodate space for the newer technology. This has caused phones without VoLTE to have their calls on the network going to voicemail. If you have VoLTE capabilities on your phone you should turn it on and this will stop the calls from going to the voicemail. We have a blog post on how to turn on VoLTE here. Most newer phones are VoLTE capable (unless from another country then it can be an issue) and this is the easiest way to fix the issue.

     If your phone is not capable of VoLTE your option would be to switch to one of our networks and if the phone is not able to do that it would need to be replaced otherwise the issue would continue. If you reach out to our support we can always give a hand with your specific account inforamtion and run through what your options are with you. Our support team is available Monday to Friday from 8 am to 1 am ET and on the weekends from 8 am to 11 pm ET. 

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