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Sat, Aug 24, 2019 2:14 PM

Galaxy S9 Cannot Make or Receive calls

My S9 will not make or receive calls. Texts and data work just fine. I went through the troubleshooter on ATT's website. The problem still exists.

 

Outgoing calls just display "Calling..." and never connect; eventually, ending the call automatically.

I never receive any notification of attempt of an incoming call. The person trying to call me hears ringing and then it goes to my voicemail. If they leave a voicemail, I am notified and can listen to it.

 

I've had my phone for almost a year now with no issues. Yes, I walked around the neighborhood and that changed nothing.

Any ideas?

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ATTHelp

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120K Messages

9 months ago

Hello there @TommyEverett!

 

Let's look into that for you. Please click the Forums Inbox (envelope icon) in the banner and reply to the Private Message (PM) from ATTCares. Make sure to verify your requested account details so we may review your case.

 

In the meantime, download our Mark the Spot app to find if there are reports of similar experiences in your area. It's also a great way for your device to notify AT&T of your network experience.

 

I look forward to assisting you.


Lar, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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1 Message

@ATTHelp I have the same problem. I went to the AT&T store twice now. They gave me a new sim card and it still does not work.

New Member

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1 Message

2 months ago

I have the same issue although it is not a constant thing, sometimes if I put my phone on airplane mode then restart it it gets better after i take it off airplane mode when it comes back on, its suuuuuper inconvineint and not a permanent fix but if you have the patience to leave it on airplane mode while it restarts it can get better, I wish I knew the cause though so it could have a permanent fix.

(edited)

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13 Messages

Same problem here...It started happening after I did an Android software update about 2 weeks ago. Went through ATT customer support online, got my ticket to be escalated, but they ended up getting back to me saying that they couldn't find any issue with the account/phone...

The airplane mode workaround mentioned above did not work for me, but while playing around with it, I did find that while the phone is on, if you put it on Airplane Mode, then try to make a call while the feature is on, it will tell you to turn it off to make the call. If you do so, the outgoing call will go through. So, it's kind of a workaround to make a call. It's far away from being a fix though, and it still leaves the problem of incoming calls not getting through.

I did notice that when the call went through, the phone was under H/H+ and not under 4G LTE. If still under H/H+, calls can be made, but as soon as it switches to LTE, the calling issue resumes.

A real fix is more than welcome at this point. If anyone knows how to, please do share.

New Member

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12 Messages

I'm having the same problem as well. My phone started as said above when it did it last update. I only have problems right now once I'm at work on the parking lot and inside the building. I can't make or receive calls. It wasnt doing that at first until after this last update..smh
It has to be the phone because I took the sim card out and put in my old phone and it worked fine. Started receiving calls n could make calls.

(edited)

New Member

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3 Messages

having same problem after March 1st update. 5 calls with AT&T tech support not helpful.. Wife has same phone on same account and doesnt have issues.

Phone works trying Marilyne's trick of dialing while in Airplane mode and letting it switch back. It does switch from LTE to H to make call. Seems like a software glitch?

(edited)

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3 Messages

tried using sim card from wife's phone and vice versa. Sim card is OK. ATT Pro tech says phone is damaged! I suspect by the software update which cannot be rolled back.!!!!

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13 Messages

Yeah, it's most likely software related. I also tried using my SIM card on another unlocked phone and it worked just fine. I also tried troubleshooting the phone with a Samsung Tech Support agent. The last option I was left with, to "maybe" fix the issue, was to do a factory reset. I have not done it yet since it's a real pain to have to do that and I need to back up all the stuff on the phone first. Needless to say though that I'm very reluctant to do it...especially if it is not even a sure fix for the problem. And also I'm thinking, if any future software update is going to bring back the problem, then there's really no point in doing it...

Having said that, has anyone done the factory reset by any chance, and did it fix the problem?

Update 4/9: I ended up doing a factory reset after a last attempt at fixing the problem over the phone with tech support. The problem still exists even after the factory reset. So, for those with the same issue, you can spare yourself the trouble to do it, it's not gonna solve it...

(edited)

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11 Messages

@Marilyne I was told by customer service that ATT was going to put up another cell phone tower near me and that would correct the problem. (That was almost a year ago) Another time I called and was told it was because there are a lot of trees in my neighborhood. My phone worked fine in my old house, but I moved 20 miles away and wasn't able to use the phone in the house on a regular basis. Hit and miss, not good. I think they do know what the problem is and aren't going to share it until it's fixed.

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1 Message

Same here. If I'm at home, I can only make calls on WiFi calling. And even then it's spotty at best. Cuts out a lot. Went through the trouble shooter and now can't turn off WiFi calling. Even if I turn off the WiFi first and then try to turn off WiFi calling, it just says "Loading, this may take a few moments" at the bottom but never turns off. Tried restarting it and nothing. I am just about done with Samsung phones.

Handler32

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18 Messages

Do you have an app on your phone called Textra? Also have you tried booting your phone into safe mode and making calls?

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13 Messages

@jjz519 In my case, I don't think it's a tower/network issue. Everybody else in my household has no issue making call, texting or using mobile data on their phones, and they are all under ATT. I also tested my phone at different locations and I still have the same problem while other folks with ATT have no issue getting signal and using all their phone features. Thanks for sharing your experience though!

@adenny I was asked about that feature in one of my troubleshooting sessions with Samsung, but I actually don't see it on my phone. The agent did not help figure out why though. Maybe he just didn't know. Could you let me know how/where you access the "Wifi Calling" feature? I searched on the web, but didn't find anything that will help me find it yet =/

@Handler32 Safe mode did not fix the issue in my case. Also, I don't have that Textra app.

Handler32

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18 Messages

What did your phone say when you tried to make a phone call in safe mode? Also you might have to reset your network settings.

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12 Messages

What does the textra app do. And how do you do a safe mode?

Also where do you do to rest your network settings
Handler32

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18 Messages

Textra is a messaging app that some people use instead of the standard messaging app. To boot into safe mode just hold down the power and bottom volume button until you see the Samsung screen. Then release the power button and continue holding the bottom volume button, it should boot up into safe mode. When it does try making a call and if that works it is an app issue. You have to find the app that is causing it.

For resetting network:

Swipe up on an empty spot from the Home screen to open the Apps tray.

Tap Settings.

Tap General Management.
Scroll to and tap Reset.

Select the option to Reset network settings. This will erase all your current network settings and restores the default values.

Tap Reset Settings.

If prompted, enter your device PIN or password.
Tap Reset Settings again to confirm action.

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12 Messages

Ok thanks for the information. I will have to test this at work. I have no problem at home with the calls . If just when I'm close to my job and in the building. I can't make or receive any calls now

New Member

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12 Messages

I will let u know how it works once I'm return back to work Mon. Thanks again!
Handler32

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18 Messages

Alright sounds good, keep me updated.

(edited)

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12 Messages

I will have a good weekend

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13 Messages

@Handler32 It shows "Couldn't connect" right after I hit the call button most of the time. Sometimes it doesn't and just stop the call. This happens whether I'm in safe mode or not.

I feel like I've done all the resets possible on the phone at this point, and nothing seems to work...

Handler32

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18 Messages

@Lharvey You too.
Handler32

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18 Messages

Okay the next thing I would suggest if you have not done it is reset network settings.

For resetting network:

Swipe up on an empty spot from the Home screen to open the Apps tray.

Tap Settings.

Tap General Management.
Scroll to and tap Reset.

Select the option to Reset network settings. This will erase all your current network settings and restores the default values.

Tap Reset Settings.

If prompted, enter your device PIN or password.
Tap Reset Settings again to confirm action.

If this does not work then I would suggest a factory reset.

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13 Messages

Actually, resetting the network settings was the very first thing I did when I found out I had the issue. I've done it countless times too while talking with CS...

I did a factory reset yesterday as well (updated my previous post above too about it) and that did not solve the problem.

Thanks for all the detailed steps though. They surely will be helpful for those that have never done it before!

Handler32

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18 Messages

Okay, yeah they would be helpful. What is the current version update that you have?

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13 Messages

By the way, I'm curious about one thing. What is the current firmware of your S9? When I checked mine, it's actually not the same as the one listed on ATT website for the Galaxy S9 (Mine has a later date, so maybe ATT hasn't updated their site yet).

My Baseband version is G960U1UEU7DTC2, Android security patch level from March 1, 2020. (Go to Settings>About Phone>Software Information)

This is what ATT has on their site: Samsung Galaxy S9/S9+ Software Update Device Support page

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@Handler32 Oh! For some reason, your message did not show and I didn't see your last question. Looks like we had similar thoughts though! :)

Handler32

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My software version is G965U1UEU7DTC2, I have an S9+. Yes it looks like we did.

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Mines says the same software version. N there is no other option for a software update. So they must be behind.

(edited)

New Member

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12 Messages

I check that software site n mines do not match but there is no update available right now.
Handler32

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18 Messages

What model do you have s9 or s9+? Does your Android version on your phone say 10?

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Yes said Android 10 n it's a S9
Handler32

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18 Messages

Okay

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1 Message

2 months ago

Having the same problem here. My phone works anywhere but inside the house. If I'm lucky, i put it on mobile hotspot and it works for a minute and then stops...
Handler32

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18 Messages

Do you have an S9 regular or the plus?

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I am having the same problem with my S9. I bought it at the end of January,used it about a month and then it started saying "can't connect." The first thing I did was get a new sim card and then had it "fixed" by an authorized dealer twice and then returned it to Samsung to be fixed again. Long story short, they deemed it unrepairable and mailed me a new (refurbished) one. Today, one day after setting it up and it working like it should. I did an update and I got the dreaded "can't connect" message again. It makes me think it's software issue as well because this is the second s9 that gives me the same message. I've reset my network and searched for answers to no avail. Just switched airplane mode on/off and a call went through. It's a sporadic problem. I'm beyond frustrated and ready to chunk it.

Handler32

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18 Messages

Have you tried booting into safe mode and making a call?

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I know the feeling. Got mines in Jan also. If u have already sent yours back n receive another one which I was in the process of doing n u are still have the same problem again. Then it's no need of me doing that. I'm already frustrated with this phone as of now..smh
I had a friend and hers was brand new. She had it for 2yrs n hers started acting up about a month ago. The same thing. She recently got a refurbish one so we will see if she has as any problems which I fear that she will. It has t ok be something within the software of these phones

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9 Messages

Looking on another forum,it appears to be a software update glitch. One person said the software update didn't include instructions to update the network on the sim card and to call your carrier and they send the update to your phone to fix the software deficiency. So far, putting mine in airplane mode before making a call and then it asking to take it off airplane mode works, but that's not a solution for receiving phone calls. Apparently, it's not just us. I've spent the last month plus going back and forth with Samsung and it appears to be a ATT/software update issue after all.

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9 Messages

@Handler32 How do you do that?

Keeping it in safe mode all the time would block a lot of other abilities, correct? The thing is sometimes it is making phone calls. I am going to try to get in touch with ATT and tell them what I saw on the other forum about the sim card not updating.

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12 Messages

When u get in touch let me know what they say. I think I am going to have to do the same

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@Lharvey I wouldn't send it back. I purchased a brand new one and I got a refurbished one instead as a replacement. And now it appears it's not the phone itself. I told them that I expected and was told it would be a new phone replacement, but it wasn't. Don't go through that hassle. I had tried to have it fixed locally twice and after the second time, I had to send it to them. It just did an update today after getting it yesterday and setting it up. As soon as I did the update, it started the very same issue again. With a different phone....I could scream!

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9 Messages

@DebbieDavis48 Nevermind. I did that, but then half your apps are unusable. I did the airplane mode trick and that works to at least make calls until I get can a real live ATT person to help me....hopefully.

Handler32

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18 Messages

To boot into safe mode just hold the power button and bottom volume button down together until you see the Samsung logo.

Release the power button and keep holding the bottom volume button. Do not keep it in safe mode!! This just allows you to see if your issue is app related or not like mine was.

Try making a call and if that does not work then it is a deeper issue. Just restart the phone to get out of safe mode.

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12 Messages

I'm glad someone came through here and has already experienced this because getting in touch as far as my protection plan n than they saying contact Samsung n than they giving me the run around. It has been frustrating within itself. Right now trying to contact At&t has been a hassle because the one that's located my way is closed right now..smh

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9 Messages

Found this elsewhere and it works so far...not sure exactly what I'm losing, but at least for now I can make phone calls. I have ATT, but it still "works" for now.

Ok, finally think I figured out what is going on. Leave this here if anyone else has the same issue.

Seems I can't get calls if my voice network is set to LTE. Possibly because I'm using an unlocked phone and cricket I don't think allows VoLTE on non-branded phones as I don't have access to the setting. Possbile some setting changed with the android 10 update that messed up the LTE calling that cricket hasn't fixed yet.

I had to dial #*#4636#*# to get to the extra phone info settings.

Changed my "Prefered Network Type" from TD-SCDMA/CDMA/UMTS to GLOBAL auto PRL.

I lose LTE data doing this, going down to HSPA+ but I get calling back when it switched the voice network to UMTS. Guess I'll roll with this for the time being till I figure something better out.

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9 Messages

Try this. It has worked for me so far:

"Ok, finally think I figured out what is going on. Leave this here if anyone else has the same issue.

Seems I can't get calls if my voice network is set to LTE. Possibly because I'm using an unlocked phone and cricket I don't think allows VoLTE on non-branded phones as I don't have access to the setting. Possbile some setting changed with the android 10 update that messed up the LTE calling that cricket hasn't fixed yet.

I had to dial #*#4636#*# to get to the extra phone info settings.

Changed my "Prefered Network Type" from TD-SCDMA/CDMA/UMTS to GLOBAL auto PRL.

I lose LTE data doing this, going down to HSPA+ but I get calling back when it switched the voice network to UMTS. Guess I'll roll with this for the time being till I figure something better out. "

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13 Messages

Me too. ​@DebbieDavis48 Thanks for letting us know that even getting a new/replacement S9 will not fix the problem.

Handler32

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18 Messages

I found this solution on another forum, I hope it can help you guys. This way you can have your lte and also a working phone that makes and receives calls.

WORKING SOLUTION!!!

After taking my phone to AT&T I barely got three words into the sentence of "my phone is no longer able to make phone calls" and he knew exactly what the problem was and how to fix it. Apparently the last update sent out by Samsung unregisters your IMEI number with AT&T (and I assume other carriers). He re-registered my IMEI and voila, my phone functions perfectly again.


When questioned, he told me he has a lot of traffic with that question and knew exactly what to do. Thought I'd share for all of you out there having trouble with this.

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@Handler32 I've seen that and brought it up to ATT support when I was able to get a hold of them and they checked and said my IMEI was registered properly with them. Another user also said that it did not work for him/her.

@DebbieDavis48 I also saw that "fix" and actually an ATT tech support also tried to fix the problem by setting my network so that it doesn't go to LTE (basically, he set it so my network remains under advanced 3G, H/H+), but personally, I prefer keeping 4G LTE as my network, so told the agent to set it back to default.

I hope some of you will get better luck with ATT support. I've had my issue escalated twice and was told via text messages that there were no technical issue with account/phone (1st time) and that they closed the urgent case ticket that was opened to fix my problem, but then never gave an explanation as to why they closed it or told me how they intended to fix it (2nd time).

Another time, I was told that that was a problem for Samsung. I've also been in touch with Samsung's tech support several times, and eventually, the last resort is to bring the phone to one of their centers and try to get it fixed there (but no guarantee they can fix it) and/or get a replacement. I've had my phone for over a year now, so warranty is over. Fix and/or replacement may not be free in my case. So I'm glad it was pointed out that even getting a replacement will not fix this calling issue.

Handler32

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Oh okay, I guess we will have to keep searching for a solution then.

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@Lharvey I'm going to wait until the world goes back to normal. I switch from LTE to HSPA (global auto prl) via the #*#4636#*# "trick" and it seems to be working with negligible difference in speed.

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9 Messages

@Marilyne I talked to ATT too and talked to somebody who seemed to understand the problem I was having and sounded confident in his response to forward my issue to an "engineer," gave me a ticket number and said someone would be in touch with 48 hours. Never happened. When I called back, they found the ticket number, but said nothing had been done about it. It's not your phone that's the issue. It's the network/updates/ATT that's the problem. But...trying to get a person at ATT who understands the issue and can address it from their end is next to impossible, especially with all the Covid stuff going on.

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12 Messages

@DebbieDavis48 thanks I will try that trick. It's not having problems at home. It's on my way to work n at work that it doesn't connect but I will try it Mon and let you know if it works for me

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13 Messages

@DebbieDavis48 Yeah, it's been very difficult to get in touch with someone who can maybe address the issue, and the current covid situation is definitely not helping. I understand that well, so I have been very courteous and nice to anyone I spoke with. I should feel lucky now that you said nobody got back to you after 48 hours! At least, they got back to me via text messages, even though their response was not what I was hoping for.

I'm just gonna wait and see at this point. I've notified most of my contacts to reach me via text or via 3rd party chat apps. So, that's why I'm keeping my network connection to LTE and not doing the network type switch. If someone absolutely needs the ability to make/receive regular phone calls though, then the solution you mentioned is probably the best "fix" at the moment.

Handler32

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18 Messages

If you guys want a temporary fix where you can use your LTE, you could download 2nd line. It is an app where you can use a second number from your area code but you will have to keep LTE on. Just a suggestion for you all.