What to Do If You Cannot Make Calls

If you cannot make outgoing calls using your phone, try these troubleshooting tips:

Check your account

For Prepaid, check if you have at least P6.50 for Smart to Smart/TNT/SUN calls or P7.50 for Smart to other network and domestic landline calls within the country. If registered to a subscription or promo, check if you have enough call allocation.
For Postpaid, check if your account is redirected. If you try making a call while your account is redirected, you will hear a voice message informing you of your account status.

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 device 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.

Refresh your device by turning it OFF and then back ON.
Go to your call settings and disable the fixed dialing setting.
Disable call barring setting.
Check the Caller ID setting and ensure it is set to Show/Enabled.
Reset your network settings. Take note that your saved WiFi passwords will be deleted once this is performed.

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

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