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Troubleshoot: Can’t receive calls on mobile phone

If you’re not receiving any incoming calls on your phone, here are some steps to help fix the issue.

No signal at all on your phone? Visit our “Troubleshooting for no-service or signal” page.


Step 1: Restart your phone 

Try turning your phone off and waiting 30 seconds before turning it back on.

For steps on how to restart an iPhone or Android phone, visit Restart your mobile phone. 

Once your phone’s back on, try receiving a phone call. Still not working? Check if you have signal bars on your phone. If you don’t have signal, learn how to restore service on your phone.

If you do have signal, please continue to the next step.

 

Step 2: Make sure “Do Not Disturb” is off 

The Do Not Disturb feature can send your calls to voicemail. Use the settings below to make sure it’s turned off

Apple iPhone: 

  • Select Settings. 
  • Select Do Not Disturb. 
  • Make sure all options in Do Not Disturb are toggled off. 
  • Note: On older models, make sure the small physical switch at the top left of your phone is set to grey.

 

Android:  

Note: While every Android is slightly different, most models will follow these basic steps.

  • Select Settings. 
  • Select Notifications (sometimes called Sounds & Notifications). 
  • Select Do Not Disturb. 
  • Make sure the Do Not Disturb options are toggled off. 


Step 3: Check your list of blocked callers

Using the steps below, check the list of callers or phone numbers blocked from incoming calls.

Apple iPhone: 

  • Select Settings. 
  • Select Phone. 
  • Select Silence Unknown Callers. 
  • Make sure that this toggle is off, and not showing green. 
  • Go back to the Phone screen. Select Blocked Calls and make sure no numbers are blocked here. 

 

Android:  

Note: While every Android is slightly different, most models will follow these basic steps.

  • Select the Phone app. 
  • Select the Menu button (3 dots at top right). 
  • Select Settings. 
  • Select Block Numbers. 
  • Make sure Block Unknown/Private Number is toggled off and not showing any colour. 
  • Scroll down to check if there are numbers under the Blocked Numbers list that are having trouble calling you. If so, remove them from the list.


Step 4: Check your Call Forwarding status 

To confirm all your calls aren't being forwarded, please follow the steps below. These steps are the same regardless of your phone type. 

  • Open the Phone app. 
  • Dial ##21# and select the Call button. 
  • This will turn off call forwarding. A short message will come up. Select Ok on the message and then test if you can receive calls.


Step 5: Check if VoLTE calls is turned on

Check if your mobile device is placing calls on the LTE/5G network by activating VoLTE.

Apple iPhone: 

  • Select Settings. 
  • Select Cellular. 
  • Select Cellular Data Options. 
  • Select Voice & Data.
  • Make sure LTE is checked.
  • Toggle VoLTE on.

 

Android:  

Note: While every Android is slightly different, most models will follow these basic steps.

  • Select Settings. 
  • Select Connections (sometimes called Network and Internet on different versions of Android). 
  • Select Mobile Networks. You may need to click on More first. 
  • Select VoLTE calls and toggle the switch to the blue “on” position. Then make a test call.


If this was already toggled on your device or if this didn't fix the issue, proceed to the next step.


Step 6: Try a different network option 

Please follow the steps below to test a different network option.  

Apple iPhone: 

  • Select Settings. 
  • Select Cellular. 
  • Select Cellular Data Options. 
  • Under Enable LTE or Voice and Data, select Off or 2G/3G. 

 

Android:   

Note: While every Android is slightly different, most models will follow these basic steps.

  • Select Settings. 
  • Select Connections (sometimes called Network and Internet on different versions of Android). 
  • Select Mobile Networks. You may need to click on More first. 
  • Select Network Mode. 
  • Select GSM/HSPA. 

 

Try receiving a phone call and see if it works. If it does, contact us so we can help you receive calls on all available network options.

If this doesn't work, switch the network mode back to the previous selection and continue to the next step. 


Step 7: Check for outages 

If the steps above haven't fixed your issue, please visit the Mobile Troubleshooting for additional support. You’ll be able to check for outages and get help from our virtual assistant, AskJack.

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