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

Check the settings on your device

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 you are unable to get a signal

Wireless network signal strength can vary by location 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 on 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.

Troubleshoot: Can't make or receive phone calls

Check to see if you have an active connection

Check the settings on your device

Reset your connection

Restart your device

If you are unable to get a signal

Service congestion and outages

If you are still unable to resolve your issue

Did this article solve your problem?

Related articles

Wi-Fi Calling for Apple and Android devices

Information about the TELUS Wi-Fi Calling service for Apple and Android devices

Wi-Fi Calling terms and conditions

Effective as of December 12, 2018

Wi-Fi Calling FAQ

Information on the TELUS Wi-Fi Calling feature