Troubleshoot: Can't make or receive phone calls

Solve issues that may prevent you from sending or receiving calls on your mobile device

Note: There are several reasons why you may be unable to place or receive calls. If you are in an area where you normally have a signal, your device may be having difficulty connecting to the network. In this case, resetting the network connection or restarting the device may help to re-establish a connection. Depending on your location, there may be areas where the wireless signal strength is too weak to make a call, send a text or browse the internet. Sometimes moving outdoors or to a different location may help.

Review the tips below to help diagnose and resolve any issues you may be experiencing.

Check to see if you have an active connection

Your device is connected to the wireless network when TELUS appears next to the signal strength bars.

Check the settings on your device

Certain settings disable your cellular connection or receiving functionality. Ensure that Airplane Mode and Do Not Disturb or Blocking Features are disabled. For Data connections ensure that Mobile Data is enabled.

Reset your connection

You can force a reset of your connection by turning Airplane Mode off and on again. This will force your device to attempt to re-establish a connection.

You can also reset your network connection by performing a Reset of Network Settings.

For detailed instructions on a specific device model, visit our Device simulators support page or visit the device manufacture website. Choose your device model and then search Airplane Mode or Reset Network Settings using the simulator.

Restart your device

If your device is unable to connect to the network, restarting your device may help regain the connection. Turn your phone off and on again then attempt to place a call.

For detailed instructions on your device model, visit our Device simulators support page visit the device manufacture website. Choose your device model and then search Restart in the simulator.

If you are unable to get a signal

Wireless network signal strength can vary by locations due to a number of factors including distance from the nearest cell tower and obstacles in the environment.

If you have low signal strength, move to a location with better coverage. You will usually find a better connection by moving outdoors, closer to a window or a more open location. Concrete and steel buildings may hinder reception, especially in elevators and underground locations like basements, subways, and tunnels. Wi-Fi calling may be an alternative in those areas.

Finally, ensure that your area is part of our coverage network. Check our coverage maps.

Service congestion and outages

TELUS Mobility is committed to providing our customers with excellent wireless communications at all times. We have built our networks using state-of-the-art digital technologies so customers receive the best possible service within our coverage areas across Canada.

From time to time, occasional maintenance, network difficulties, technical limitations or even atmospheric conditions may disrupt service. We try to make sure that any planned maintenance outages occur at times that will have the least impact to our customers.

You may experience degraded coverage or service quality when many customers attempt to access the network from the same location, such as a large public event or during rush-hour.

If you are still unable to resolve your issue

Certain issues may need to be resolved through a TELUS Support Agent. At your convenience please contact us for support using the chat window, or your preferred contact method.

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