Cannot call or receive calls, sms and data work fine

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  • Updated 3 months ago
  • (Edited)
Hi, For some reason I cannot call or receive calls today. Koodo shows as my provider, and I can text and use data with no problem. I have restarted the phone, and also powered it off and on but did not change anything. The phone Moto G4 play is fairly new, have not had any issues up until now. Also just removed/put back the battery & sim. I am on auto top up and have lots of minutes in my buster. Any ideas?
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Hubert

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Posted 3 months ago

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Dinh, Mobile Master

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Hi Hubert,
Could you receive/make call in the same spot before?
As you have done several steps, I would try resetting network settings and see if it can help.
Do you have access to another phone, can you test the SIM in it to find if the problem was from the network or the phone.
(Edited)
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Hubert

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Yes I could receive/make calls in this spot/area before with no problem. I will try the sim in a different phone. Thanks for the suggestions. If this test points to the network is there a technical support I can get from Koodo? 
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Dinh, Mobile Master

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Can you check if your phone was set to 3G/LTE/AUto in network selection. It looked like your phone didn't connect to 3G to make call, and stayed to LTE. You could also set the network to 3G to test calls. This is my assumption, I am not 100%sure about the cause. Reset the network settings should also check it. If nothing works, you could try to reset the phone to factory default, but then you need to backup everything before doing that.

If you wish, you could visit a Koodo kiosk and ask the agent to check. I think the problem was from the phone settings, not the network.
(Edited)
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Mats

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If you can text it sounds to me like you don't have any minutes left to use on your talk booster.
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Dinh, Mobile Master

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He mentioned he used auto-topup and got plenty of minutes.
(Edited)
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Mats

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I saw that but he can text and phone worked before with calling and no problems.
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BobTheElectrician

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Pull out the SIM, reboot the phone... error message but will flush connection. Power down, re-insert the SIM and restart. Phone and SIM should be reset and re-establishing connection from ø to the network and re-acquiring permissions for data, SMS, voice, etc.
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rikkster, Mobile Master

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How old is the SIM card that's in your Moto G4 Play? If it's an older SIM card used in say a previous phone, it's possible the SIM card may be showing signs of age and may need to be replaced. 

Have you noticed a drop in signal strength?

If the Moto G4 is set to the default 'GSM/WCDMA/LTE/auto' network type, try switching to WCDMA Only. Go to: Settings > More > Mobile networks > Preferred network type. This allows the phone to operate in 3G mode only. Make some test calls to see if the phone works in this mode. Keep an eye on the signal strength indicator.

When switching to WCDMA Only, there's usually an increase in signal strength of between three to five bars or more, depending on your proximity to the nearest cell site or tower. 

Another option, go to: Settings > Backup and reset and look for 'reset settings'. This will reset the phones' settings to factory default values without erasing the content on your phone. Note: this feature may or may not appear on your device.

Yet another option. Try walking or driving away from your immediate area and make some test calls. If successful, there may be a problem with the cell site or tower that services your area. Keep us posted.
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Hubert

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Thanks for all the answers/ideas ... turns out if was a phone issue. It was a Moto G4 play from Verizon. A recent update to Android (N), force the phone to be activated on Verizon only i.e. blocked calls otherwise. Fortunately the shop I bought the phone from knew about the issue, and just exchanged the phone for a different brand ... and problem solved!
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BobTheElectrician

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Verizon gear is best avoided. They are renowned for locking down customers as much as possible.