Gen Mobile | Unable to make or receive calls Troubleshooting Procedure

Unable to make or receive calls Troubleshooting Procedure

Steps to troubleshoot an unable to make or receive calls

Maria O TM

Last Update vor 9 Monaten

One important part of our business line will be troubleshooting an issue with GenMobile's services and/or products (devices). In some scenarios, it is difficult to determine how to start this process.

Use this guideline to follow the correct steps and how to troubleshoot a voice issue.

Take in consideration

-If a customer is calling from a defective device, ask for an alternate phone number, call the alternate phone number, and proceed with troubleshooting.

-if a customer is calling from an alternate device, ask if the defective device is available to perform troubleshooting :

if yes, proceed with troubleshooting

if no, Advise steps they could follow once they have the device in their hands and educate them to call for any further assistance

If a customer states they have issues with voice, SMS, and data, and they are calling from the defective device or the same device, the agents should ask them if they have an alternative phone number, but when customers reply that they don't, the agents need to advise the caller to at least reset the network settings after the call, and if it doesn't work, then to call back.

Important:

Any Account change done in Vcare will need a device(Cell phone) power cycle(restart the device)

step 1. Visual Audit

A. Access the customer's account using ''the search bar'', which is located on Telgoo5/Vcare system.

You may access the account by searching with phone number,

last of SSN, Zip code or SIM card.

Check Live Status: (In column Line Information): Live status needs to say ACTIVE, if inactive this means the service is not active directly with the carrier (pink or blue)

B. Check the Plan on the account

make sure to determine that this plan has voice included on it (Calls)

In case the account does have a plan that has a voice package available.

C. Check minutes' balance

Always make sure the account has a positive balance available.

In case that customer has a plan that is Unlimited and ran out of minutes, we will need to

add more air minutes to the account by following the ''Adjust balance procedure''.

* If that’s not the case continue to the next step.

Additionally, you will need to check the features for Atnt accounts:
Make sure INC, OUT, and APEX BLOCK are not active (Deactive should be greyed out, meaning it is not active, DO NOT ACTIVATE)

D. Remove the SIM CARD and Verify The SIM Number on the account: Another

troubleshooting is to verify the SIM Card# on the device. You can ask the

customer to remove the SIM Card from the device and compare it with the # on

the account. You will see an example of how it will look on the SIM CARD.

E. Check IMEI (BYOD OR OURS): Another way to determine why the phone is

not able to make any call or receive any signal is to check the IMEI and see if its

compatible with our network by using this link: https://genmobile-website.telgoo5.com/BYOD.php --

Step 2. Check Coverage.

Before attempting any troubleshooting of any voice issue make sure the area where the customer is located using the GenMobile service has coverage for both carriers (AT&T or TMB).

A. T-Mobile Coverage Map: https://www.t-mobile.com/coverage/coverage-map

You will be able to enter the customer address or just the zip code to check the area.

B. AT&T coverage map: https://www.att.com/maps/wireless-coverage.html

By following these steps you will be able to confirm if customer has coverage, and more important it is possible to guide the customer through different locations inside the building or area where the customer uses the service.

Step 3. troubleshooting the device

a) Make sure that airplane mode is not on. When this mode is enabled, mobile networks

are disabled, and incoming phone calls go to voicemail. If Wi-Fi is on, you can still surf

the web and send messages using data, though. Pull down from the top of the phone's

screen to access Quick Settings, or go to Settings > Network & internet > Airplane

mode to check the status.

a1) Make sure data roaming and roaming are off

Once making sure that airplane mode is off and the device is connected to the correct network but the voice issue persists, continue to the next sub-step.

B. Reset network settings. If still unable to receive calls or make one,

refresh the network by following these steps

1) Open the Settings app.

2) Tap General management / System & Updates

3) Tap Reset or reset options.

4) Tap Reset network settings.

5) Tap Reset settings to confirm

or follow this link: https://www.wikihow.com/Reset-Network-Settings-on-Android

and this one for iPhone network reset: https://drfone.wondershare.com/reset-iphone/reset-network-settings-iphone.html

Step. 4 Clear Device

This troubleshooting step only works for accounts under the T-Mobile network.

Locate Carrier on Vcare under the line information column.

Once T-Mobile carrier verification is done proceed to click on ''FEATURES'' under the Quick Links column.

A new screen will be displayed with several options as shown below, locate and click on cancel device option. * Before canceling the device network make sure to have the customer turn the device off and take sim card out, once device off proceed to "cancel device".

Once clicked on cancel device, will see a message as follows

Once the cancel device is done, click on Query HLR and make sure: MS Status shows as registered

advised the customer to put the SIM Card back to the phone and power back on.

After the device is powered on, request a test call.

Step. 5 APN settings

If still unable to receive calls or make one, try to check the APN (Access Point Name) settings. This will allow the phone to connect to the carrier's network.

Follow these steps:

1. From the home screen, tap the Menu button.

2. Tap Settings

3. Tap Mobile networks

4. Tap Access Point Names

5. Tap the Menu button

6. Tap New APN

7. Tap the Name field

(Here’s the link for APN Settings. AT&T - https://genmobile.tawk.help/article/atnt-apn-setting .

T-Mobile - https://genmobile.tawk.help/article/gsm-apn-settings )

8. Enter Internet, then tap OK

9. Tap the APN field

10. Enter everywhere, then tap OK

11. Tap the Username field

12. Enter Eesecure, then tap OK

13. Tap the Password field

14. Enter secure, then tap OK

15. Tap the Menu icon

16. Tap Save

Step 6 Hard reset

If the previous steps didn't solve the voice issues, proceed to perform a hard reset for it use this link and follow the steps.

https://www.samsung.com/za/support/mobile-devices/how-to-perform-factory-reset-on-android-smartphone/

Additional troubleshooting

A. Dialer App set up as primary: There are many apps nowadays and some customers

might try to use those to make outbound calls. So, we should always advise customer

that when making calls, they should use the default Dialer App.

1. Go to the Settings app on your phone.

2. Tap Apps >> Choose Default apps

3. Under Default apps, locate and tap “Phone App” to change the default dialer in

your phone

B. Call forwarding: Another thing that it might affect the calling can be Call

Forwarding. Here are the steps on how to deactivate the call forwarding.

b1. Call forwarding through settings

1. Open the Phone app.

2. Tap the 3-dot menu button or the 3-line menu button.

3. Look for “Call Forwarding” or “More settings”

4. Tap ‘Call forwarding’

5. Select voice calls

6. Make sure all options are turned OFF

b2. disable call forwarding through shortcode

* Dial *720

* press ''talk'' and wait for the alert tone to signal that call forwarding was deactivated.

NOTE: Before moving to the last step of troubleshooting, we must make sure to do

the appropriate probing questions to determine which one is the problem. By asking

if the customer can see any message on the device. Getting the most information

from our customers it’s a key point for resolving these issues

Final step

Create a Ticket

On Vcare scroll down below the space to create notes and click on " Do you want to create a ticket?"

After performing each and every troubleshooting for data issues and it persists, make sure to submit a ticket as follows. Remember when you are going to make a ticket, the account must be authenticated.

If the customer can't verify the account, we can not proceed with the ticket since there might be some cases where we need to make changes to the account, and we are not allowed to do it if we don't verify it.