Devices_Calling_GSM LTE

Arina Vlasova Updated by Arina Vlasova Permissioned article This article is internal and cannot be seen by public viewers.

1. Landline Number Porting

If a customer ports their landline number to US Mobile and reports that when someone calls the number, it still rings their landline, let them know that it's normal behavior for landline ports due to the complexity that's inherent in switching a number from a landline system to wireless. It usually clears out in a couple of days.

2. Incoming Calls

When a customer reports incoming calls issue, you need to:

  1. Check if the customer has an active plan or not. Do not forget to sync the line first.
  2. Ask since when are they facing the issue and if they've changed their device or location recently.
  3. Ask customer the make and model of their device to check compatibility.
  4. Click on Update Device Details on SIM page in case customer has an old IMEI on the SIM page. We need to make sure that the new device's IMEI is there.
  5. Get their address to check the cellular coverage.
  6. Check if other services (Text, Data) are working fine.
Note: It’s always best to give a test call to the customer to be sure if the issue exists.

Troubleshooting Steps for Android:

Make sure customer followed this Guide.

Advanced troubleshooting:

  1. If the customer says that the issue persists, ask them to try the sim card in any other GSM unlocked device. In case of Dual SIM phone, ask the customer to switch SIM Slots (This is only if everything else has failed despite the device being compatible and coverage being available).
  2. If the calls are going directly to voicemail - Configure the Ring Time Delay for adjusting the duration of ringing time for a call before being routed to voicemail. Dial **61*18056377243**seconds# where 'seconds' is the duration of time the call will ring before going to voicemail. Acceptable inputs are 5,10,15,20,25 or 30 seconds.
    Example: If you wish to let the phone ring for 20 seconds before call goes to Voicemail, dial **61*18056377243**20#.
  3. If it still doesn’t work, ask the TL to perform Calls SOC reset from Vcare, followed by a restart, and then check again (This is only if all troubleshooting has failed).
  4. If the issue still isn't resolved, escalate the issue.

Troubleshooting Steps For iOS:

Make sure customer followed this Guide.

Advanced troubleshooting:

  1. If the customer says that the issue persists, ask them to try the SIM card in any other GSM unlocked device (this should be the last step as this is to confirm where the issue lies. It may be a SIM card issue, but this is rare)
  2. If it still doesn’t work, ask the TL to perform Calls SOC reset from Vcare, followed by a restart, and then check again (This is only if all troubleshooting has failed).
  3. If the issue still isn't resolved, escalate the issue.

3. Outgoing Calls

When a customer reports outgoing calls issue:

  1. Check if the customer has an active plan or not. Do not forget to sync the line first
  2. Ask since when are they facing the issue and if they've changed their device or location recently.
  3. Ask customer the make and model of their device to check compatibility.
  4. Get their address to check the cellular coverage
  5. Check if other services (Text, Data) are working fine.
  6. Confirm what happens when they try making a call. Ask if there is any recording that plays while making a call or any error message that appears on their phone screen.

Troubleshooting Steps for Android:

Make sure customer followed this Guide.

Troubleshooting Steps For iOS:

Make sure customer followed this Guide.

Advanced troubleshooting:

  1. If it still doesn’t work, ask the TL to perform Calls SOC reset from Vcare, followed by a restart, and then check again (This is only if all troubleshooting has failed).
  2. If the issue still isn't resolved, escalate the issue.

How did we do?

Devices_Advanced Troubleshooting: GSM LTE - SOC Reset (Vcare)

Devices_Calling_Super LTE

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