When you are unable to make or receive voice calls on your mobile handset or your phone does not ring.
NOTE: If you have recently transferred your number to Rocket Mobile and are having issues using data/calls/or SMS, please allow up to 3 hours for all services to transfer across after you've received your welcome SMS.
What you need to take note of:
"When someone dials to your phone, can you see the call coming up on the display?"
YES - Then this is a faulty ringer on the mobile handset.
Device may be faulty. Try reset network settings, hard restart of the device, re-seat SIM etc.
If none of the above works, try a factory reset. If this still doesn't resolve the issue, device may need to be replaced.
NO - Continue Troubleshooting
"Are you in an area with cellular coverage? If so, what is the reading on your signal strength? (Located on the mobile)."
YES, and signal strength is high - Continue Troubleshooting
YES, and there is no signal strength - Then this will may be a faulty handset.
Try switching the device to “Flight Mode” then wait a few seconds and switch back to normal mode.
Try power-cycling the device.
Reset network settings, hard restart of the device, re-seat SIM etc.
If none of the above works, try a factory reset. If this still doesn't resolve the issue, device may need to be replaced.
NO, I'm in a low coverage area -Then you may not be able to make or receive calls, please retry calling/receiving calls in an area with more coverage.
"Is your SIM Card barred?"
YES - If the SIM is barred then you will not be able to make calls out/receive calls (dependant on what call bar is on the phone). Call bars will need to be checked/removed to confirm/resolve.
NO - Try reset network settings, hard restart of the device, re-seat SIM etc. If none of the above works, try a factory reset. If this still doesn't resolve the issue, device may need to be replaced.
If in any case none of these troubleshooting steps resolve your issue, feel free to Contact Us.