{"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 On/Off ."},{"note":null,"overlay":null,"text":"Simultaneously, press and hold the lower part of the Volume key until your phone restarts."}],"content":"
  • Press and hold On/Off.
  • Simultaneously, press and hold the lower part of the 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":15538},"content":"Restart your phone ."},{"name":"Barring of incoming calls is turned on","description":"If barring of incoming calls is turned on, you can't receive any calls on your phone.","guide":{"blocks":[{"title":"Find "Voice call"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon ."},{"note":null,"overlay":null,"text":"Press the menu icon ."},{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Supplementary services ."},{"note":null,"overlay":null,"text":"Press Call barring ."},{"note":null,"overlay":null,"text":"Press Voice call ."}],"content":"
  • Press the phone icon.
  • Press the menu icon.
  • Press Settings.
  • Press Supplementary services.
  • Press Call barring.
  • Press Voice call.
","info":""},{"title":"Turn call barring on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to the required barring type to turn the function on or off."},{"note":null,"overlay":null,"text":"Key in your barring password and press OK ."}],"content":"
  • Press the indicator next to the required barring type to turn the function on or off.
  • Key in your barring password and press OK.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning call barring on or off","description":"You can block certain types of calls such as incoming calls when you're abroad.","id":55,"deviceId":15538},"content":"Turn off call barring ."},{"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 "Voice call"","steps":[{"note":null,"overlay":null,"text":"Press the phone icon ."},{"note":null,"overlay":null,"text":"Press the menu icon ."},{"note":null,"overlay":null,"text":"Press Settings ."},{"note":null,"overlay":null,"text":"Press Supplementary services ."},{"note":null,"overlay":null,"text":"Press Call forwarding ."},{"note":null,"overlay":null,"text":"Press Voice call ."}],"content":"
  • Press the phone icon.
  • Press the menu icon.
  • Press Settings.
  • Press Supplementary services.
  • Press Call forwarding.
  • Press Voice call.
","info":""},{"title":"Cancel all diverts","steps":[{"note":null,"overlay":null,"text":"Press the required divert type ."},{"note":null,"overlay":null,"text":"Press Disable ."}],"content":"
  • Press the required divert type.
  • Press Disable.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key 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":15538},"content":"Cancel all diverts ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/samsung/galaxy-s10-plus#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 On/Off.

Step 2 of 2

Simultaneously, press and hold the lower part of the Volume key until your phone restarts.

Solution 2 of 3: Barring of incoming calls is turned on
You can block certain types of calls such as incoming calls when you're abroad.
Previous slide
Step 1 of 9

Press the phone icon.

Step 2 of 9

Press the menu icon.

Step 3 of 9

Press Settings.

Step 4 of 9

Press Supplementary services.

Step 5 of 9

Press Call barring.

Step 6 of 9

Press Voice call.

Step 7 of 9

Press the indicator next to the required barring type to turn the function on or off.

Step 8 of 9

Key in your barring password and press OK.

Step 9 of 9

Press the Home key to return to the home screen.

Solution 3 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 9

Press the phone icon.

Step 2 of 9

Press the menu icon.

Step 3 of 9

Press Settings.

Step 4 of 9

Press Supplementary services.

Step 5 of 9

Press Call forwarding.

Step 6 of 9

Press Voice call.

Step 7 of 9

Press the required divert type.

Step 8 of 9

Press Disable.

Step 9 of 9

Press the Home key to return to the home screen.

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: 28/3/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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