Why can’t my end-user make calls or access data?

This document provides a comprehensive guide for troubleshooting connectivity issues related to calling and data access. Follow the outlined steps to identify and resolve common problems that users may encounter.

To start troubleshooting, please follow steps 2 to 5 in the Guide: Troubleshooting an end-user issue article.

If the user is still unable to make calls or access data, it is essential to verify that roaming is enabled on their device. Once roaming is enabled, instruct the user to restart their device and wait for up to 5 minutes to establish successful connectivity. Please note that this step is not applicable if the device does not support optional roaming.

Another possibility is that the user is in an area where there is no service available from the relevant carrier. In this case, ask the user to try again in a different location to determine if the issue persists.

Lastly, there may be compatibility issues between the device and the network. This can occur if the device does not have 4G/VoLTE enabled, especially if the service provider has deactivated 3G coverage. It is crucial to ensure that the device is capable of accessing the network correctly.

In scenarios where connectivity issues arise, the typical behavior observed is that the end-user will be unable to make or receive calls. Additionally, the user may hear an automated message instructing them to add credits to their account or to contact customer support when attempting to make a call.

In this situation, it is important to confirm that the device possesses 4G/VoLTE hardware and software capabilities. Additionally, ensure that the settings for 4G/VoLTE are enabled on the device.

If none of the above steps resolve the connectivity issues, please reach out to us at support@gigs.com, providing details of the steps followed in the troubleshooting guide above.