topic Re: Unable to send or receive calls in Get Support

Unable to send or receive calls

vikingz — Wed, 05 Jan 2022 10:18:44 GMT

I just upgraded my phone to a Motorola razer phone 2 and cannot receive or make calls. If I switch to 3g as my preference then I can make and receive calls but cannot use LTE data. If I switch back to LTE as my preference then I cannot make or receive calls again but can use my data at LTE speeds. I pay for LTE speeds. Yes I have rebooted the phone numerous times. Yes my phone is compatible and yes my sim chip works properly in another phone. Yes my phone works properly if I put in a different carriers sim card. I have contacted a moderator a few days ago and to be honest I am very unsatisfied with thier response. I believe they did not understand the problem even after several back and forth emails. Has anyone else had this issue? What is my next step if I am unhappy with the moderators answer?

Re: Unable to send or receive calls

ShawnC13 — Mon, 10 Jun 2019 05:11:29 GMT

@vikingz wrote:
I just upgraded my phone to a Motorola razer phone 2 and cannot receive or make calls. If I switch to 3g as my preference then I can make and receive calls but cannot use LTE data. If I switch back to LTE as my preference then I cannot make or receive calls again but can use my data at LTE speeds. I pay for LTE speeds. Yes I have rebooted the phone numerous times. Yes my phone is compatible and yes my sim chip works properly in another phone. Yes my phone works properly if I put in a different carriers sim card. I have contacted a moderator a few days ago and to be honest I am very unsatisfied with thier response. I believe they did not understand the problem even after several back and forth emails. Has anyone else had this issue? What is my next step if I am unhappy with the moderators answer?

Can you have it select 3G or LTE automatically? When you call your phone will use 3G anyway

Re: Unable to send or receive calls

GinYVR — Mon, 10 Jun 2019 05:12:28 GMT

@vikingzNext steps I can think of is to go to CCTS to make your case, and or forefeit your credits and move to another provider?

To me it seems to be a customer device issue more than a network issue.

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 05:12:07 GMT

@vikingz wrote:
I just upgraded my phone to a Motorola razer phone 2 and cannot receive or make calls. If I switch to 3g as my preference then I can make and receive calls but cannot use LTE data. If I switch back to LTE as my preference then I cannot make or receive calls again but can use my data at LTE speeds. I pay for LTE speeds. Yes I have rebooted the phone numerous times. Yes my phone is compatible and yes my sim chip works properly in another phone. Yes my phone works properly if I put in a different carriers sim card. I have contacted a moderator a few days ago and to be honest I am very unsatisfied with thier response. I believe they did not understand the problem even after several back and forth emails. Has anyone else had this issue? What is my next step if I am unhappy with the moderators answer?

@vikingz Does your phone have a setting that allows you to enter the preferred network type as LTE/UMTS Auto (PRL) or similar? That way u will be able to make calls and connect to LTE for data.

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:16:12 GMT

In settings you can choose your prefferd network. If you have on auto it is LTE. I cannot make or receive calls and need to manually select 3g reboot the phone etc. I can then make calls etc but can only use 3g data. I pay for LTE. If I want to use LTE I need to reselect it in settings reboot the phone. Then I cannot make or receive calls again.

Re: Unable to send or receive calls

Alireja — Mon, 10 Jun 2019 05:16:53 GMT

@vikingz

Go to this link, under START CHECKING, put your phone brand and model and check to see if your phone is compatible with 4G or not. Easy, eh?

I checked one Motorola and seems LTE/4G in not supported on that particular model.

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:17:16 GMT

It's not a device issue if the phone works properly on another network.

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:21:34 GMT

First, you picked the wrong phone. It's a razer phone 2. The brand new flagship phone that supports every cellular band. You picked the original flip phone.

Re: Unable to send or receive calls

Anonymous — Mon, 10 Jun 2019 05:26:25 GMT

@vikingz wrote:
In settings you can choose your prefferd network. If you have on auto it is LTE. I cannot make or receive calls and need to manually select 3g reboot the phone etc. I can then make calls etc but can only use 3g data. I pay for LTE. If I want to use LTE I need to reselect it in settings reboot the phone. Then I cannot make or receive calls again.

So what are all the choices under preferred network? The way I've seen it work for other phones is that it sits around waiting on LTE. A call comes in and it flips to UMTS or whatever 3G. Hang up. It returns to LTE for idle.

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 05:27:56 GMT

@vikingz wrote:
In settings you can choose your prefferd network. If you have on auto it is LTE. I cannot make or receive calls and need to manually select 3g reboot the phone etc. I can then make calls etc but can only use 3g data. I pay for LTE. If I want to use LTE I need to reselect it in settings reboot the phone. Then I cannot make or receive calls again.

@vikingz Hum, usually when it's on auto it should be able to switch between the two. Is that phone running Android?

Re: Unable to send or receive calls

Anonymous — Mon, 10 Jun 2019 05:30:54 GMT

@vikingz

Maybe this will lead you somewhere.

geopublic likes his 4636 🙂

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 05:32:17 GMT

@geopublic wrote:
@vikingz wrote:
In settings you can choose your prefferd network. If you have on auto it is LTE. I cannot make or receive calls and need to manually select 3g reboot the phone etc. I can then make calls etc but can only use 3g data. I pay for LTE. If I want to use LTE I need to reselect it in settings reboot the phone. Then I cannot make or receive calls again.
@vikingz Hum, usually when it's on auto it should be able to switch between the two. Is that phone running Android?

Also make sure VoLTE is not enabled..

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:32:21 GMT

The phone is running Android 9. Yes the phone should switch to 3g when making a call. It does but it does not make the call. When someone calls me it goes straight to voicemail

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 05:36:15 GMT

@vikingz wrote:
The phone is running Android 9. Yes the phone should switch to 3g when making a call. It does but it does not make the call. When someone calls me it goes straight to voicemail

@vikingz Dial #*#*4636*#*# and select Phone Information. What does it show for voice network, data network and what are the choices fir preferred network.

Re: Unable to send or receive calls

Anonymous — Mon, 10 Jun 2019 05:36:08 GMT

@vikingz wrote:
The phone is running Android 9. Yes the phone should switch to 3g when making a call. It does but it does not make the call. When someone calls me it goes straight to voicemail

Yeah I'm with GinYVR on that it's a device issue. Not that we won't want to help you solve it... just that it's not a PM issue.

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:51:55 GMT

Shows voice as lte.

Data as lte.

Preferred as td-Scdma/cdma/umts

Re: Unable to send or receive calls

Anonymous — Mon, 10 Jun 2019 05:55:39 GMT

@vikingz wrote:
Shows voice as lte.
Data as lte.
Preferred as td-Scdma/cdma/umts

Right. So what are your drop-down choices there?

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 05:57:13 GMT

@vikingz wrote:
Shows voice as lte.
Data as lte.
Preferred as td-Scdma/cdma/umts

@vikingz Thats the problem voice should be 3G. On my phone data shows LTE and voice is showing 3G. Not sure what setting is causing your voice to be LTE only.

Maybe set your mobile network manually to Public mobile and make sure your APN settings are correct.

Re: Unable to send or receive calls

vikingz — Mon, 10 Jun 2019 05:58:05 GMT

There is approximately 25 choices

Re: Unable to send or receive calls

geopublic — Mon, 10 Jun 2019 06:01:50 GMT

@vikingz wrote:
There is approximately 25 choices

LTE/CDMA/UMTS auto (PRL)