{"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}

It's not possible to receive voice calls

If you have problems receiving voice calls, there may be several causes of the problem.

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.

Can you make a voice call?

Yes No

We found 3 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 3: There's a connection error
If your phone is slow or freezes, it might help to restart it.
Previous slide
Step 1 of 2

Press and hold the Side button.

Step 2 of 2

Simultaneously, press and hold the Bottom volume key until your phone restarts.

Did this solve your problem?

Yes No
Solution 2 of 3: Divert of all calls is turned on
If you no longer wish to divert your calls, you need to cancel the diverts.
Previous slide
Step 1 of 5

Press the phone icon.

Step 2 of 5

Press Keypad.

Step 3 of 5

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

Step 4 of 5

Press Dismiss.

Step 5 of 5

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

Did this solve your problem?

Yes No
Solution 3 of 3: Missed calls are diverted too fast
To receive voice messages, you need to divert your calls to your voicemail.
Previous slide
Step 1 of 8

Press the phone icon.

Step 2 of 8

Press Keypad.

**21*222
Step 3 of 8

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

**61*222*20
Step 4 of 8

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

**62*222
Step 5 of 8

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

**67*222
Step 6 of 8

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

Step 7 of 8

Press Dismiss.

Step 8 of 8

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

Did this solve your problem?

Yes No
Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 2/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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