What to Do If You Cannot Receive Calls

If you cannot receive calls, try these troubleshooting tips.

Check your account

• Check if your account is active.

Try changing locations to improve your signal

• If you have low signal reception, try changing locations, preferably somewhere more open and with fewer surrounding obstacles, such as concrete walls.
• If your LTE is turned ON, your phone should automatically shift to 3G or 2G when making an outgoing or receiving an incoming call. If your device fails to automatically shift to 3G or 2G, go to your phone’s mobile network settings and manually select 3G or 2G. If your device supports this feature, you may also enable VoLTE to make calls over LTE.
• If you have a low signal reception or in an area where the signal cannot penetrate, you may use Wi-Fi calling or VoWiFi if your device can use this feature. Read more about it here.

Optimize your device

• Refresh your device by turning it OFF and then back ON.
• If you cannot receive calls from a specific mobile number, check if your device has a block list or block status feature. If the mobile number that is trying to call you is in that block list, remove it from the list.
• Reset your network settings. Take note that your saved WiFi passwords will be deleted once this is performed.

Try another device

• Transfer SIM to another working device to check if you can receive calls.

If the problem persists, reach out to us so we can help. Visit this link to know where to contact us.

If you cannot receive calls while roaming abroad, click here.