I'm getting "Call failed," and not receiving calls, called 611 and they said get a new SIM card and then I received a text that issue was resolved, phone started working normal but I still went ahead and took it to a AT&T store for the new SIM card and while I was there they ran a diagnostic on my phone and said it was working properly but I started having the call failed again, I don't know what to do this is the third time in two years and I'm always told it was an internal issue that gets resolved and nothing to do with my phone. Help!
Thanks for reaching out to the Community Forums! I’m sorry to hear you are experiencing issues with calling after replacing your SIM card. I would be more than happy to help.
We do have an awesome Troubleshoot & Resolve tool online. This will guide you through more advanced steps to fix the issue. The only thing you will need to do when you get on the page, is make sure you have your device’s make and model selected.
If still experiencing this issue you may need to contact our Warranty Support or visit any AT&T Retail store to diagnose device issues and be assisted with a warranty replacement if needed. Generally, your phone is covered under warranty for up to one year. Our store locator tool can help find the nearest location, and they can also let you set up an appointment to reduce your wait time!
If you’re phone is no longer covered under warranty and you have insurance, you may be eligible for replacement. The insurance provides protection against loss, theft, accidental damage, liquid damage, and any out-of-warranty malfunctions. To file a claim, you will need to reach out to Asurion. You can call directly at 888-562-8662 or file the claim online atwww.phoneclaim.com/ATT. Their hours of operation are Monday – Friday 8:00 AM – 10:00 PM EST and Saturday – Sunday 10:00 AM – 9:00 PM EST.
I hope this helps! If any questions should pop up, feel free to let us know! Have a great upcoming weekend!
Donna, AT&T Community Specialist
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