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Phone not receiving calls/texts


Phone: Moto X, 2nd generation (purchased February 2015)

Over the past couple of months, I have been experiencing problems receiving calls and texts.

For phone calls, my phone will sometimes not ring or receive an incoming phone call. This occurs at both my home and office (4-5 bars in each location). On the caller's end, he/she will hear 2 rings and then the phone will go to voicemail. My phone will not ring, and I will not receive a notification of a missed call.

For text messages, there will sometimes be a notable delay between when a message is sent (as registered by the time stamp on the sender's phone) and when my phone receives the message. Again, this occurs at both my home and office. (As an experiment, someone texted me while sitting next to me on my couch at home; the message took 45 minutes to appear on my phone.)

There is no predicable pattern for the missed calls/delayed messages. I have considered (and rejected): location, time of day, whether I am actively using the phone as someone is trying to contact me (or, alternatively, whether it is asleep), charge level on the phone, whether my phone is connected to WiFi (although I do not have the option of WiFi calling on this device), and the type of phone/carrier that I am being contacted from. My phone is completely up-to-date.

I suspect that this is a problem on T-Mobile's end rather than mine, but I am open to any suggestions. Needless to say, I am frustrated with this problem, and friends/family are frustrated that they cannot reach me reliably!

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Best answer by tmo_chris 1 June 2018, 16:56

Thanks for clarifying! Since this is only a delay and not a complete failure, I don't think this has anything to do with any network upgrades causing your phone to stop working. With it being a delay, the way we will need to investigate this is going to be with a support ticket that our engineers will dig into. If you have a moment, please contact us so our tech teams can get the ball rolling on this.

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 @magenta5027830@lumia635@duke0011 , I have a theory.  The more research I do, the more I'm getting a feeling that this is related to Band 12.  There have been lots of reports over the past 3 years with folks with "Chinese" phones and non-branded TMO phones having service issues.  Check out OnePlus forum entries for OnePlus Two and OnePlus Three, as well as Nextbit, etc.  All your phones probably have "Band 12 support", but they may or may not have solid VoLTE implementations.  Download the TMO BYOD app from Android Play store and let us know the results.  Tell us what geographic region you're reporting from.  Run LTE Discovery or another similar app from Play Store and note what bands your phone sits on.  Disable WiFi and run straight from cellular.  Disable roaming.  If you've monkeyed around with your APN settings trying to troubleshoot, reset them to default.

 

Here's my theory.  In a periodic pique of assertive network management duties, in your area someone's gotten the bug to make sure that they're bouncing devices with marginal or missing VoLTE capabilities since their understanding of their e911 compliance requirements may require them to do so.

 

Best, austingonzo.

 

 

I have the same problem. My phone seems to go into some kind of “sleep mode”. I didn’t have this problem right away, it started earlier this year. It’s a galaxy s7 edge. Occasionally, my texts don’t go through and I have to send them twice. Usually, when that happens, I get a bunch of messages once my send text goes through. In that time frame, phone calls would also go straight to VM. I spoke to t mobile reps and they send me a signal booster but that didn’t solve the problem. I depend on this phone for work… I downloaded the LTE discovery app. TMO BYOD is no longer avail in the app store. I’m located in LA. Any suggestions? Thanks, S.

My phone, BLU Dash4 LTE, recently started exhibiting the same problem. Since I have not changed anything on my phone, it must be something that T-Mobile has done on the network side. I don't use my phone much, but do expect to be able to receive a call when it comes in, especially since I have my business line ring simultaneously on my cell. I have a legacy prepaid plan and keep data off except to download MMS messages.  I turn my phone off every night and upon power-up in the morning it does not take incoming calls or texts, but once I make an outgoing call, then it starts receiving incoming calls & texts, but only for a finite amount of time (which I have not been able to quantify), before it stops receiving them again.  Having Wi-Fi on or off makes no difference. I did a factory reset and this did not change the behavior.  Based on some of the previous posts, I tried going into Settings-->Cellular Network Settings-->T-Mobile-->Preferred Network Type and saw that the top choice (2G/3G/4G/4G LTE) was selected.  I switched to 2G/3G/4G instead, did a reboot for good measure and the phone is now working fine, at least for now.  Seems like 4G LTE was causing the issue and it might be because I keep data turned off.

One more tidbit of information.  My wife, who has the same legacy plan as I do and also keeps data turned off, uses an LG K20 Plus that was made for Metro PCS and her Network Mode is set to "GSM/WCDMA/LTE auto" and she has had no problems at all.

I have a MintMobile and my wife has Lycamobile(both these are MVNOs running on T-mobile network). I started seeing this issue from around Mar 2019. One phone is on LG G6 and the other one on LEECO S3. The issue is more frequent on LeEco compared to the LG phone. I tried swapping the simcards between the phones, tried switching off wifi-calling, tried toggling voLTE, but the issue keeps reappearing once in a while.

Same issue with my phones since 2017. I have been used difference brand phones, below is what I'm figured it out:

1. The problem only happen when you'are using non-T-Mobile device and does'n have WiFi-Calling option to enable it. (That's why Huawei mate 9 works, but mate 10/mate 20 don't)

2. The problem only happen when you connecting to a WiFi network. Every Incoming call will make the phone switch from 4G/LTE to GSM, but seems the phone loses the connection while SWITCHING. It means the phone lose the connection with signal tower/T-Mobile network, that's why the calls will go to voicemail directly.

3. After you make an outgoing call, then the phone will back to normal. But the incoming calls might drop again after couple hours.

4. Replaced a new sim card and problem keep the same.

Same issue with my phone, cannot receive text messages, however I am able to send? Weird.  Also some phone calls I don't receive and no voicemail notifications.  Also when I did receive text messages, it was sometimes delayed by a few minutes or even more.  This is going to be a problem since tmobile is not admitting to any problems, I might switch to at&t. 

Same issues on incoming calls.

Unit:  Oneplus 6 and OP6T

On 3G or WiFi Calling no issues

LTE NO Incoming calls, ALL calls goes directly to VM

VoLTE is a hit and miss

I've had my Sony xperia for a couple of years and no problems until recently my wife has called a few times and the call hasn't reached me. Infact we had quite a heated discussion, me showing her my call log with no call and she showing me hers with the call, glad to see other people with the same problem. Texts have sometimes come through late yesterday she texted me in the afternoon and it didn't come through until 8pm. My wife has an iphone so i blame that, luckily I have two phones one business one personal . I'm going to check on other carriers, tmobil doesn't treat long time customers with any degree of appreciation, we don't get pricing deals, recently I noticed I was running out of data, I thought I was on unlimited data but seemingly not when I checked my plan for some reason it showed 1Gig but, here's the kicker, selecting an extra Gig was free, 2Gig is the same as 1Gig. why didn't customer service tell me, they're always trying to sell me up to a new phone. My bill is on autopay and every other month they tell me the payment can't go through and to update my card info, every other month the payment goes through no problem, I just ignore it, what a way to run a business

This is a very interesting conversation with lots of good information!

I've been a T-Mobile customer since roughly 2004 and have been using an unlocked Xperia X Compact in NYC since March 2017 without any issues (phone specs here: http://www.xperiablog.net/specifications/2016-xperias/xperia-x-compact/). On October 16 -- the date, as it turns out, that my local tower began to be modernized -- I discovered that I could not receive incoming calls. The phone wasn't ringing on my end and was simply dead air on the caller's end for about 10 seconds, until it went into voicemail. (As far as I can tell, everything else -- outgoing calls and incoming and outgoing texts -- continued to work fine.)

I've spoken to six or seven representatives at this point (who have all been wonderful and very thorough) and have gone through all the basic troubleshooting steps, as well as having my network connection reset and having the engineers look into the matter. Each time, it seems like the problem has been fixed, but a few hours later, it unfortunately resurfaces. Switching my network type from "LTE(preferred)/WCDMA/GSM" to "GSM only" has been the only way to reliably receive my incoming calls.

I downloaded the T-Mobile BYOD app per @magenta5107645's suggestion (thank you!) and discovered that my phone "doesn't support Extended Range Coverage (700 Mhz) and Voice Over LTE." Per my most recent discussion with a representative today, my phone is incompatible with the modernized tower in my area and so will only be able to support calls over 2G. According to the rep, my only options are to use the phone on 2G only or to switch to a T-Mobile device.

This definitely makes sense with the timing of the tower modernization. However, I'm still not completely clear on why I'd be able to receive incoming calls intermittently, and to make calls and send and receive text messages without issue, if my phone isn't compatible with the newly modernized tower. It seems that if the phone were not compatible with the new LTE frequencies, it wouldn't function at all, rather than functioning intermittently for some tasks and well for others.

@tmo_chris (or anyone else who may know!), if you have the chance to look this over, does it seem like there could possibly be any other explanation (SIM card or some such)? Or is retiring my current device in favor of a T-Mobile locked device my only option? (I want to be sure that's going to work before I go to the trouble and expense!)

Thanks so much for reading and for any information anyone can provide!!

I am having the same problem with the same Sony Xperia but my boyfriend is having the same issue with a BLU phone. I called customer service and they told me that I needed to switch from an unlocked phone to a T-Moblie phone. I declined. I left Sprint because of being locked into their phones. My issue started about 2 weeks ago on both phones. I don't think its a phone issue. I think its a network issue. Customer support submitted my ticket to engineering. We will see.

Not just Chinese manufactured phones. I am same issues with Samsung note 8 dual SIM.

I have also had the same problem.  I'm on a custom rom for my galaxy note 3, with latest baseband and modem.

When my phone is in 3g mode, it works all the time.  However I would like to use LTE for data, and sometimes when the phone is not being used, incoming calls will not turn on the phone and drop from 4g to 3g (no volte on custom roms 😥)

Therefore, the only way to reliably use it as a phone is to keep 3g on.  which isn't as good as lte obviously

This is what I did. It seems to be working fine.

Removed SIM and carefully cleaned it using hydrighy peroxide.  Wiped the electronics clean, mounted it tight and reinserted it.

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Hey there! I'm sorry your phone is giving you such a hard time! On your device, does it show you have bars and LTE (or 4g, 3g, etc) service?

I have a Samsung S5 and I am not getting texts nor phone calls for the last 3 days.  This is not acceptable since I am my mom's emergency contact and the facility has been trying to reach me for the last 3 days.  At first it was just phone calls but now it texts.  I am also having troubling with outgoing texts.  I rebooted but no change.

I've been having the same problems described here and in other similar threads. I can lend credence to the theory that it's associated with Chinese-manufactured phones because I have a OnePlus 5t. It feels like about half the time I have the issues described above -- calls not ringing and going straight voicemail, texts being delayed and received hours later, usually the next time I pick up my phone to place a call.

Hopefully this gets figured out soon because it has been very frustrating for me as well as friends and family.

I spoke once with Tmobile support to try and fix the issue and they recommended I clear my cache and reset network settings but the problems persist.

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You can let the support folks know over the phone that the reboots help and that should lead them toward a SIM replacement as it is a telltale sign.

Please explain. Shall I call T-Mobile support and request a replacement SIM? I could not take a chance of missing incoming calls. Thanks

A reboot helps mine as well...for a while.

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Thanks for the update! If this issue is temporarily resolved after a reboot, we may need to look into replacing your SIM card as the device reboot forces the SIM to establish a fresh connection with the network.

I had a support online session today. I was asked to reboot my mobile. Support person called me. It seems to work fine. I was back with this issue in couple of hours. I even tried using my wife's phone to call my number. The call went straight to VM. After reboot, I started receiving the calls. Even a SMS for VM came thru'.

I need a close investigation and will reach the support line tomorrow morning.

Userlevel 5

@magenta5806482 - So this is going to happen when the network cannot reach your phone to notify it of an incoming call. If this is not happening 100% of the time, it is most likely a network issue. We would need to speak with you over the phone to gather some examples of this to really dig in to what is causing this. Please contact us when you have a moment.

I just missed another incoming call. It directly went to VM. There is not even an entry in the call history 😢

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@lindak4374 - We are going to need to look at your specific areas where this is happening. Please contact us so our tech care folks can gather the necessary information from you to open an engineering service ticket.

@magenta5806482 - Please do let us know if the issue persists. As for the visual voicemail, could you elaborate on that a bit?

I am not sure anymore. It is clear that I missed many calls last week.

BTW, I couldn’t make T-Mobile Visual Voicemail to work on this new phone.

Neeraj

It happens about 75% of the time...mainly where I live, but I've had the problem elsewhere. I'm new to T-Mobile and starting to wonder if I made a big mistake.

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