Mobile: Unable to Make or Receive Calls

Customer Unable to Make or Receive Calls

When a customer is unable to make or receive calls, please follow this process.

Ask the customer to try these steps before escalation:

Restart the handset.
Toggle Airplane Mode on and off.
Check if the SIM is inserted correctly.
Test the SIM in another handset (to rule out handset issue).
Check if call forwarding or Do Not Disturb is enabled.
Ensure the handset has the latest software updates installed.
Confirm that the issue is not related to network coverage by moving to a different location.

If the issue persists, collect the following details and include them in the ticket:

#	Question	Response
1	Is the issue everywhere or only in specific locations (home, office, outdoors)?
2	Exact address or GPS coordinates of affected location(s)
3	When did the issue first start?
4	Handset make & model
5	Handset OS version
6	Recent OS/app updates done?
7	Current signal strength shown on phone (bars/4G/5G symbol)
8	Frequent call drops? If yes, where?
9	Poor voice quality/distortion during calls?
10	Muting or dropped audio during calls?
11	Mobile data issues (slow/no connectivity)? If yes, where?

👉 Once this information is provided, we can escalate further to carrier support for deeper investigation.