Can't Make or Receive Calls on a Samsung Phone

Last modified : Mar 15. 2019

If you're having trouble making or receiving phone calls on your Samsung phone, the tips below will help you identify what the cause of this issue might be. This page covers all of the settings and issues that may be happening on your device - but they won't help if you have a problem with your phone plan. It's a good idea to check with your service provider for more information if nothing on this page resolves the problem. 

 

There are some circumstances where a device will not work on the available mobile networks if you have purchased a phone that was manufactured for another country. A lot of devices available for purchase online may have a chipset that will only work in certain regions of the world or even specific countries. There are no settings to change if this is the case - it is built into the physical hardware of the phone. If you're having problems with a brand new phone, consider getting in touch with the place of purchase to ensure the device is capable of connecting to the mobile network operators in your country of residence.

US Customers: Please see the Samsung US page Unable to make a Call

Troubleshooting Call Settings:

1 Auto Reject list: Check the Auto reject list to ensure that there are no numbers currently set to auto reject. If the number is not in the list, please proceed to the next step.

Check the Auto Reject list or blocked numbers:

Open the Phone app, and then open the Call Settings. Depending on the Operating System of your device you'll have an option called Call Rejection or Block Numbers. Inside this option you'll be able to see any numbers that have been added to the rejection list - these numbers will be automatically rejected if they try to call your number, but you also won't be able to place calls to this number.

2 Safe Mode: Start your device in Safe mode and check to see if you can make or receive phone calls. If your device is able to make and receive phone calls in Safe mode, this states that there may be 3rd party apps interfering with the network connection of your device. If the issue persists, please proceed to the next step.

If you can make and receive phone calls while the device is in Safe Mode you'll need to uninstall the application that is causing the issue. Identifying which app is causing the problem can be tricky - but try to think about when the issue started and if you downloaded any new apps around the same time.

3 Network Service Provider: There may be issues with the network or possible scheduled maintenance happening in your area. Contact your service provider to see if there are any issues with your service. If your service provider confirms that your service is stable, please proceed to the next step.

Visit the service status page of Australian Telcos:

Telstra Outages

Optus Service Status

Vodafone Network Status

4 Flight Mode: If Flight mode has been enabled, you will not be able to receive or make phone calls, send or receive text messages or access your mobile data. This is because Flight mode restricts all network connections to your mobile device to avoid any interference with sensitive equipment. If Flight mode is disabled and the issue persists, please proceed to the next step.
5 Different contact: Please ensure that it is not just a specific contact that you cannot make a phone call to.
If you're unable to make a call to the one contact, they may have blocked your phone number.
6 Check Call Barring: Call Barring is a setting in the phone dialer app that will restrict incoming or outgoing phone calls if turned on.

Check the Call Barring Settings:

Open the Phone dialer app > Open the (Call) Settings > More Settings > Call Barring > Voice Call > Make sure the All Outgoing Calls option is switched Off or greyed out.

7 SIM Card: Power off your device, and then remove the SIM card. If your SIM card is dirty, please gently clean it with a dry cloth. Carefully check to see if there are any scratches, or any damage to your SIM card. If your SIM card has been damaged, contact your Service provider for a replacement SIM card.
8 Toggle Network Mode: In the Settings app you'll be able to switch the network mode and try to make a call on the 3G network rather than 4G. 3G signal tends to be stronger and more reliable - particularly for rural areas. Most Samsung devices are automatically set to use the 4G network.

Open the Settings app and follow the menu path below to toggle the network mode:

Settings > Connections > More Networks > Mobile Networks

Switch the network mode from LTE or 4G to the second option (3G/2G or WCDMA/GSM). Test the network mode with another phone call. If you're able to make calls on the 3G network, you can try to toggle the option back to 4G/3G/2G (or LTE/WCDMA/GSM) and test the faster network again.

If you're still unable to make or receive calls on the 3G network, you'll need to continue onto the next step.

9 Reset APN (Access Point Names) Settings: Resetting the APN Settings essentially forces the device to re-read the information from the mobile network and your SIM card. Resetting the APN settings won't effect any other settings on your phone.

To reset your APN settings simply head into your Settings > Connections > Mobile Networks > Access Point Names > 3 Dots > Reset to Default

Check out Reset APN settings on a Samsung device for more information.

10 Factory Data Reset: If none of the troubleshooting on this page has resolved the problem, the last option is to perform a Factory Data Reset on your mobile device. Visit the page on How to Factory Data Reset a Mobile Device for more information.

Please Note: Make sure to back up the content and information on your phone before proceeding with a Factory Data Reset. Once reset, there is no way to retrieve any lost information.

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