phone not working

[Alanshar]

Hi i have two phones on a recently acquired PM account. One phone is fine, the other will not accept calls. Calls in receive a busy signal and cut off, calls out say i have no long distance plan even though the call is local.  Text works fine.

[Luddite]

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@Alanshar wrote:

Hi i have two phones on a recently acquired PM account. One phone is fine, the other will not accept calls. Calls in receive a busy signal and cut off, calls out say i have no long distance plan even though the call is local.  Text works fine.

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Did you really mean this literally - "i have two phones on a recently acquired PM account"?

If so, it is not possible to have 2 SIMs on 1 account.

[popping · Accepted solution]

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@Alanshar wrote:

Old LG-K210

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For LG phone, do a network reset to get the data working.

Your plan features were not provisioned correctly.  Try the lost/stolen phone trick to re-provision your plan features again.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is about 48 - 72 hours. Good luck.

[wetcoaster]

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@Alanshar wrote:

Old LG-K210

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One thing to consider if your self serve account looks fine, the SIM works fine in another unlocked phone and this phone is unlocked:

Some LG phones might need a network reset to work with a new provider. The more extreme last resort on the hardware side would be a factory reset after backing up your data.

[Dunkgirl]

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@Alanshar wrote:

Old LG-K210

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@AlansharThat is the LG X power? That is not very old. Was released in 2016 July. It is a budget phone but its fairly recent. It has LTE and Andriod marshmallow. It's newer than my primary phone. My primary phone was released in 2014.

Read the first 2 posts

[Alanshar]

Old LG-K210

[mh1983]

What kind of phone is the one that's not working? Can you provide more details?

[Dunkgirl]

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@Alanshar wrote:

Hi i have two phones on a recently acquired PM account. One phone is fine, the other will not accept calls. Calls in receive a busy signal and cut off, calls out say i have no long distance plan even though the call is local.  Text works fine.

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You might have a stuck or in process port, when did you activate and was it a new number or move in from another carrier? Does this happen to every number and does the phone end up connecting if you let the message finish? What about a 1-800 number or trying to call yourself? Make sure you are dialing a “1” to the start of each number. If this doesn’t help make sure you still have minutes left / an active calling plan. If it still doesn’t work during the activation you may have had a provisioning issue and need to be corrected by the moderator team. Send a private message to the public mobile moderator team. Click this to message them.    

[RobertQc]

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@Alanshar wrote:

Hi i have two phones on a recently acquired PM account. One phone is fine, the other will not accept calls. Calls in receive a busy signal and cut off, calls out say i have no long distance plan even though the call is local.  Text works fine.

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@Alanshar

Have you restarted the phone recently? How long ago did you port? What plans did you activate? The one that did not accept calls, did you just port / transfer a number in from another provider? Try sticking in your old sim card if it was a port/transfer and see if that line is still working, if it is leave it in until it stops working. If it has been more than 24 hours (from cell phone porting) or 48 hours (for landline/voip) and the issue continues you may have a partially completed port but most often ports just take a bit longer. One of the moderators can take a look, see if they need to do something to move it along.  Click this to send them a message

As for the long distance error- You might find that adding a ”1” to the beginning of your phone call dial might solve the issue. As long as you have minutes left (are not on a limited calling plan) your account may have a provisioning issues where the database of included calling numbers is corrupted.  Once again, please reach out to the moderator team and they should be able to reprovision your account.  Click this to send them a message