topic Re: Callers hear ringtone when phone is switched off in Get Support

Callers hear ringtone when phone is switched off

sholsam1 — Tue, 21 May 2024 14:07:21 GMT

Hi there -reaching out within the community for any insight since @CS_Agent don't seem to be familiar or know how to resolve the issue I am experiencing.

Issue: When my phone is switched off, on airplane mode, or has no coverage -callers are not diverted to voicemail (at least not right away), instead they hear a ringtone and goes on for about 5 to 6 rings before being routed to my voicemail. This gives callers the impression that my phone is on and I am away, which is not what I want.

Any insight here would be appreciated.

Re: Callers hear ringtone when phone is switched off

hTideGnow — Tue, 21 May 2024 14:09:06 GMT

HI @sholsam1

as long as the caller get sent to voicemail, I think it is ok

your situation could happen as the network still thought it seems your phone online. You can try your sim card in another phone first, then turn off and see if the same issue.

Re: Callers hear ringtone when phone is switched off

sholsam1 — Tue, 21 May 2024 14:13:24 GMT

Scenario (and this has happened a few times): Phone rings and caller thinks I'm away and will see their missed call and therefore hangs-up before being directed to voicemail. The result is: I do not receive a VM from the caller upon switching on my phone, nor do I see a missed call notification.

I will try troubleshooting with another device, however I'm unsure if it's device related since popping out the sim card and not being in any phone still results in callers hearing a ringing tone.

Re: Callers hear ringtone when phone is switched off

computergeek541 — Tue, 21 May 2024 14:19:22 GMT

@sholsam1 wrote:
Hi there -reaching out within the community for any insight since @CS_Agent don't seem to be familiar or know how to resolve the issue I am experiencing.
Issue: When my phone is switched off, on airplane mode, or has no coverage -callers are not diverted to voicemail (at least not right away), instead they hear a ringtone and goes on for about 5 to 6 rings before being routed to my voicemail. This gives callers the impression that my phone is on and I am away, which is not what I want.
Any insight here would be appreciated.

Whether or not the phone number that you're calling rings can't be used as a reliable indicator that other person's phone is turned either on or off. Unfortunately, there isn't anything that can be changed by you or by customer service.

On a related note, some networks simply let the person calling hear blank air while the netowrk is searching for the device being called, while Telus has always made it so that a ring sound is heard even if the receiving network is still looking for the phone. Blank air can be just as troublesome as it can sometimes lasts for an extended period of time making the outgoing callier falsely believe that there is something wrong with the service.

Re: Callers hear ringtone when phone is switched off

softech — Tue, 21 May 2024 14:18:29 GMT

@sholsam1

try to reset the forwarding back to default:

##004#

Also, try to change network connection from Automatic to Manual and select Public Mobile

Test it for couple days and see any improvement

Re: Callers hear ringtone when phone is switched off

sholsam1 — Tue, 21 May 2024 14:21:24 GMT

Thanks @computergeek541 -I do not believe this is blanket Telus behaviour. I have two other Koodo lines with the same VM service as PM and they behave as intended.

Re: Callers hear ringtone when phone is switched off

sholsam1 — Tue, 21 May 2024 14:23:04 GMT

Thanks @softech -I did reset forwarding (a few times), no dice. I will try changing the network selection and monitor to see if it behaves differently.

FWIW, it works as intended on the two other Koodo lines that I have.

Re: Callers hear ringtone when phone is switched off

T121 — Thu, 04 Jul 2024 03:01:32 GMT

I'm having the same issue. Phone's off or on airplane mode, but incoming call hears the long regular ring sound 5 times before going to voicemail.

So, if the phone's off and the caller doesn't leave any voicemail, I won't notice anything.

Any Ideas?

Re: Callers hear ringtone when phone is switched off

sholsam1 — Mon, 08 Jul 2024 14:48:55 GMT

Sadly there doesn't appear to be anything that can be done about this. With Telus and Koodo the behaviour is as you would expect (i.e. no ring and straight to VM when phone is switched off), however with PM the behaviour is different and may have something to do with the network configuration / setup. I would love for:

The line to reflect the true state of the receiving device (i.e. ring if available, straight to VM if not)
Also the ability to disable VM altogether (not extended absence) as with other carriers

Maybe some day.