When I try to make a phone call I get a message saying that my "phone is not on the network". However I can still send a receive texts.

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  • Updated 7 months ago
When I try to make a phone call I get a message saying that my "phone is not on the network". However I can still send a receive texts. What's going on?
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Malorie

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Posted 7 months ago

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Goran, Mobile Master

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Does this happen with anyone else with Koodo around you? Restart your phone. If that doesn't work, take out your Sim card, put it back, and restart it again. If that still doesn't work see if it'll work in another phone. Does your phone show as connected?
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Malorie

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I have asked around and other people are just as confused as I am. I have restarted the phone and tried the sim in another phone (it still doesn't work) and tried a different sim in my phone (it works). My phone shows as connected to the network and I have access to my data and texting. My plan includes phonecalls and has been working just fine up until now. Any thoughts?

I'm a little panicked because it is imperative that i have a phone for work and it seems impossible to get in touch with anyone from Koodo.

Thanks!
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Dinh, Mobile Master

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Are you a prepaid customer and this is a new activation?. Are you porting your number from somewhere and can you access your online selfserve?
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Malorie

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I have a monthly plan and I haven't had any issues accessing self-serve. I have had my plan for over a year. Earlier this year i put my plan "on hold" and I have reactivated it within the last couple of months, but I don't think this is the problem as I have been able to make and receive calls since my reactivation.

I'm not sure if this is useful information, but under sim status in settings it says that my mobile network state is "disconnected." Then when i go to network settings it says i'm connected. 

Thanks again!
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Dinh, Mobile Master

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From your description, it could very much a SIM card problem or network issues. Either way, you have to call in Koodo and ask for helps. I think they could direct you to get a new SIM or reset the network on Koodo side.
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Nick Koodo

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Buy a new Sim card directly at the store it's impossible to talk with them by phone...