Why can’t my end-user make calls or access data?
Follow steps 2 - 5 in the troubleshooting guide.
Check Roaming – If the user is still unable to call or access data, ask the user to make sure that roaming is enabled on their device. Once roaming is enabled, please restart the device and wait for up to 5 minutes for successful connectivity. Note this won’t be relevant if the device does not have optional roaming.
Coverage Unavailable – It may be that the user is in a location where there is simply no service from the relevant carrier. Ask the user to try again at another location to see if this resolves the issue.
Device / Network Compatibility – Finally, there may be an issue with the devices ability to access the network correctly. This could occur where the device does not have 4G/VoLTE enabled and the service provider has deactivated 3G coverage.
Typical behavior for this scenario is that an end-user will not be able to make or receive calls. The end-user may also hear an automated message on the device when they attempt to call, instructing them to add additional credits to their account or to reach out customer support.
In this scenario, you must confirm that the device has 4G/VoLTE hardware and software capabilities and that the device settings for 4G/VoLTE have been turned on.
If none of the above solves the connectivity issues, please reach out to us at [email protected], outlining the steps followed in the troubleshoot guide above.