{"solutions":[{"name":"There's a connection error","description":"If your phone doesn't receive any calls when someone calls you, it may be caused by an unknown connection error.","guide":{"blocks":[{"title":"Restart your phone","steps":[{"note":null,"overlay":null,"text":"Press and hold the Side button ."},{"note":null,"overlay":null,"text":"Simultaneously, press and hold the Bottom volume key until your phone restarts."}],"content":"

• Press and hold the Side button.
• Simultaneously, press and hold the Bottom volume key until your phone restarts.

","info":""}],"name":"Restarting your phone","description":"If your phone is slow or freezes, it might help to restart it.","id":11,"deviceId":13515},"content":"Restart your phone ."},{"name":"Divert of all calls is turned on","description":"If divert of all calls is turned on, you can't receive any calls on your phone.","guide":{"blocks":[{"title":"Find "Keypad"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon ."},{"note":null,"overlay":null,"text":"Press Keypad ."}],"content":"

• Press the phone icon.
• Press Keypad.

","info":""},{"title":"Cancel all diverts","steps":[{"note":null,"overlay":{"top":676,"left":562,"text":"##002#","position":0},"text":"Key in ##002# and press the call icon ."}],"content":"

• Key in ##002# and press the call icon.

","info":""},{"title":"End call","steps":[{"note":null,"overlay":null,"text":"Press Dismiss ."}],"content":"

• Press Dismiss.

","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"

• Slide your finger upwards starting from the bottom of the screen to return to the home screen.

","info":""}],"name":"Cancelling all diverts","description":"If you no longer wish to divert your calls, you need to cancel the diverts.","id":54,"deviceId":13515},"content":"Cancel all diverts ."},{"name":"Missed calls are diverted too fast","description":"Your missed calls are diverted after a specified number of seconds. If your calls are diverted too fast, you need to select a longer period of time.","guide":{"blocks":[{"title":"Find "Keypad"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon ."},{"note":null,"overlay":null,"text":"Press Keypad ."}],"content":"

• Press the phone icon.
• Press Keypad.

","info":""},{"title":"Divert all calls","steps":[{"note":null,"overlay":{"top":686,"left":557,"text":"**21*222#","position":0},"text":"Key in **21*222# and press the call icon ."}],"content":"

• Key in **21*222# and press the call icon.

","info":""},{"title":"Divert missed calls","steps":[{"note":"Key in the required number of seconds before the call is diverted, e.g. 20. The number needs to be divisible by 5.","overlay":{"top":686,"left":562,"text":"**61*222*20#","position":0},"text":"Key in **61*222*20# and press the call icon ."}],"content":"

• Key in **61*222*20# and press the call icon.

","info":""},{"title":"Divert if unavailable","steps":[{"note":null,"overlay":{"top":681,"left":557,"text":"**62*222#","position":0},"text":"Key in **62*222# and press the call icon ."}],"content":"

• Key in **62*222# and press the call icon.

","info":""},{"title":"Divert if busy","steps":[{"note":null,"overlay":{"top":681,"left":562,"text":"**67*222#","position":0},"text":"Key in **67*222# and press the call icon ."}],"content":"

• Key in **67*222# and press the call icon.

","info":""},{"title":"End call","steps":[{"note":null,"overlay":null,"text":"Press Dismiss ."}],"content":"

• Press Dismiss.

","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Slide your finger upwards starting from the bottom of the screen to return to the home screen."}],"content":"

• Slide your finger upwards starting from the bottom of the screen to return to the home screen.

","info":""}],"name":"Diverting calls to voicemail","description":"To receive voice messages, you need to divert your calls to your voicemail.","id":52,"deviceId":13515},"content":"Set divert delay ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/iphone-x-ios-12-0#calls--contacts--messaging/troubleshooting/it-s-not-possible-to-make-voice-calls","relatedProblemId":8,"condition":"Can you make a voice call?","question":"It's important to find out if you can make a call. If you can't make a call, you need to solve this problem first. When the problem is solved, you will most likely also be able to receive calls."},"name":"It's not possible to receive voice calls","description":"If you have problems receiving voice calls, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":9}