Bought ZTE phone March 2022, sometimes no ring tone

[Tahiti]

Bought ZTE Cymbal2 March 2022.  Minor problem such as inside screen show "No service!", not a big deal so I just ignore.

We rarely use phone, even rare to get calls.  A (very) few times in last year, I noticed that someone called but we did not hear phone ring.  It didn't bother me as I believed it was junk calls(survey or whatever), and I've been too busy to deal with this anyway.  However, I've missed an important phone call at Christmas, this really upset me. (Whenever we expect call, we always test SMS phone to make sure it rings)

Questions:

1.  I do notice that when a call comes in, if I lower volume instead of answering call, the ringtone would stop/mute right away.  Don't think it affect the next call.  I assume that is a normal feature of the phone.  Is there any other "feature" on the phone that would mute incoming call?  (I'm wondering if we have pressed wrong key)  I think I should check those out (if any) before trying to exchange phone.

2.  I bought phone on March 18, 2022 and received March 23, 2022.  If I do start a ticket to exchange/repair phone:

i) how long will it take to get replacement/repair?

ii) how much guarantee will I have on replacement/repair?

Thanks in advance for your assistance!!

[Tahiti]

@LitlLdy 

Thank u very much for your help!!  Hope u are better now!

Closing this post.  Started a new one about voice at https://productioncommunity.publicmobile.ca/t5/Get-Support/Which-NETWORK-TYPE-is-better-for-calls-an...

[LitlLdy]

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@Tahiti wrote:

@LitlLdy The inside scree is always "no service", but outside screen always "Public Mobile".  Which network setting is better? Auto or 3G?

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@Tahiti , I’m sorry I wasn’t on to respond, I’m not feeling well!

 I have to use it on 3g for voice calls to work.

Edit: also I if signal seems weak I rebooted the phone or switched to airplane mode for a minute then airplane mode off.

[softech]

@Tahiti if there is a 3G option, test that.   It is better for voice

[Tahiti]

@LitlLdy The inside scree is always "no service", but outside screen always "Public Mobile".  Which network setting is better? Auto or 3G?

[LitlLdy]

@Tahiti , does your phone show “no service “ often? That could affect receiving calls causing call not to ring through on your phone. What is your preferred network set to? Is it on auto or 3g?

Edit: Also try resetting network settings & see if that helps the calls to ring through. Go to settings, phone settings, reset, network settings reset. It will rest network, wi-fi, mobile data & bluetooth but those are easy to set back up afterwards. It’s worth trying. Sorry thats all I can think of!

[LitlLdy]

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@softech wrote:

thanks @LitlLdy I guess I missed that it is a flip phone 

then it is even easier, just make sure the contacts are well taken care of, could move to the sim card.  Then reset the phone and test

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@softech , my contacts, ringtones, pictures & so on are saved on my sd card 🙂. Flip Phones are easy to setup again!

Edit: I meant to say flip phones like these are easy to set up again!

[softech]

thanks @LitlLdy I guess I missed that it is a flip phone 

then it is even easier, just make sure the contacts are well taken care of, could move to the sim card.  Then reset the phone and test

[LitlLdy]

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@softech wrote:

@Tahiti   did you try to wipe your phone and set it up again?

try to backup your stuff on cloud.  Wipe the phone and re-setup the phone BUT DO NOT restore on cloud yet.  Use the phone to see if the issue goes away. 

Yes, it is painful to wipe the phone and resetup , but this is a necessary steps and it could resolve many problem

Also, after the phone is wiped, make sure OS is up-to-date

And for warranty expiry check, here you are:

https://www.telus.com/en/mobility/services/warranty-lookup

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@softech , is there a cloud for the zte flip phone?

[softech]

@Tahiti   did you try to wipe your phone and set it up again?

try to backup your stuff on cloud.  Wipe the phone and re-setup the phone BUT DO NOT restore on cloud yet.  Use the phone to see if the issue goes away. 

Yes, it is painful to wipe the phone and resetup , but this is a necessary steps and it could resolve many problem

Also, after the phone is wiped, make sure OS is up-to-date

And for warranty expiry check, here you are:

https://www.telus.com/en/mobility/services/warranty-lookup

[LitlLdy]

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@Tahiti wrote:

@LitlLdy  Thanks for your test!! Pressing the volume down really helps to "mute" ~survey calls.

Your "speaker icon on the keypad it will mute the ringtone, hold down on it again will unmute it." - I've just tested it, very interesting."Ringtone silent!" show on the screen.  However, there is no special symbol to show that phone is mute, not on inside+outside screens, is it normal?  (I would have expected something next to signal strength symbol on top)”

@Tahiti , I don’t know if that’s normal. I have only had the phone for a little less than 2 months. It would be nice if it did show the ringtone is muted though. I don’t expect much from a cheap phone. I don’t even text on it due to it doesn’t have speech to text & it’s to difficult for me to type on.

Edit: I used a free app called textnow to test whether or not it was ringing each time.

[Tahiti]

@LitlLdy  Thanks for your test!! Pressing the volume down really helps to "mute" ~survey calls.

Your "speaker icon on the keypad it will mute the ringtone, hold down on it again will unmute it." - I've just tested it, very interesting."Ringtone silent!" show on the screen.  However, there is no special symbol to show that phone is mute, not on inside+outside screens, is it normal?  (I would have expected something next to signal strength symbol on top)

@HALIMACS 

1. ensure do not disturb is not enabled - never use
   

2. ensure the number calling you is not on a blocked senders list - never touch this
   

3. disable any call-forwarding features/settings - never use
   

4. turn off Bluetooth -- disabled when I first get phone to lower battery usage
   

5. try a hard reset of the device - will try, but . . . .

My biggest problem is that the phone "doesn't ring" only occasionally, I don't even know how to "proof it" or test the "problem of phone not ring when its supposed to"

[LitlLdy]

@Tahiti , to add to my last message, I have the same phone I’m now using. I will look at it. I know by holding down on the speaker icon on the keypad it will mute the ringtone, hold down on it again will unmute it. I will make a test call to myself & see what pressing down on the volume button on the side of my phone does when it rings & see if that affects hearing new calls.

Edit: pushing the volume down button on the side of my phone only muted hearing the ringing of the current incoming call. It did not affect hearing the ringing of new calls.

[HALIMACS]

@Tahiti 

Unlikely a device problem, very likely a user setting.

Try these fixes:

1. ensure do not disturb is not enabled

2. ensure the number calling you is not on a blocked senders list

3. disable any call-forwarding features/settings

4. turn off Bluetooth -- it's possible the 'ringing' is going through to a Bluetooth device instead of device's speakers

5. try a hard reset of the device

[LitlLdy · Accepted solution]

@Tahiti here's the link below for information on Public Mobile’s pre-owned phones. I hope it helps you.

Public Mobile’s Phone-Warranty-Returns-Repairs 

For Warranty Inquiries:                                                          

Please submit a ticket to Public Mobile’s Customer Support Agents here who will be able to check your warranty status and troubleshoot your issues.

If you would like to check the warranty status of your phone yourself, use the online warranty tool store locator at www.telus.com/checkwarranty.

[Handy1]

@Tahiti  Also as I’m sure your aware march is comming up quickly … I wouldn’t  hesitate and get it repaired soon as possible before any warranty is over as for how long it will take could  be an hour or a week … tuff to know for sure but best of luck with your phone . 

[Handy1]

@Tahiti  Take to Telus store should have 1 year warranty