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Troubleshooting calls

Having trouble making or receiving calls? This guide covers two common call-related issues: fixing an incorrect Caller ID and troubleshooting calls that aren't working.

Caller ID is incorrect​

If people report seeing someone else's name on their phone when you call them, your Caller ID may be incorrect. This can happen if the number you were assigned at activation originally belonged to someone else.

Updating your Caller ID​

Here's how to update your Caller ID depending on your network.

Dark Star or Light Speed​

Contact us with the following information and we'll update the Caller ID:

  • Current Caller ID someone sees when you call them
  • Your phone number
  • Any phone number you call that shows the incorrect Caller ID

We'll forward your request to the relevant department, and within 3 business days, your Caller ID will be reset to Wireless Caller. Due to certain limitations, we're unable to assign specific names to phone numbers — but people who have you in their contacts list will still see your name when you call.

Warp​

Contact us with the following information and we'll update the Caller ID:

  • Current Caller ID someone sees when you call them
  • Your phone number
  • Any phone number you call that shows the incorrect Caller ID
  • Caller ID you want

Once you share these details, your Caller ID will be reset to your requested Caller ID. The new Caller ID takes about 3 business days to reflect on your number.

note

The Caller ID may contain up to 15 characters, including letters or a combination of letters and numbers.

Troubleshooting call issues​

If you're having trouble making or receiving calls, this guide will help you troubleshoot and fix the issue across all US Mobile networks (Warp, Light Speed, and Dark Star).

warning

US Mobile networks are VoLTE-only (no 3G fallback). If your device doesn't support VoLTE or it's not turned on, calls will not work.

Before diving into network-specific solutions, check these basics:

  • Check your plan: Make sure you have sufficient minutes in your plan
  • Verify plan status: Your service may be interrupted if your plan has expired
  • Check SIM card: Make sure the SIM card is inserted correctly into your device
  • Check block list: Make sure the number you're dialing or receiving calls from is not in your block list

If you still can't make or receive calls after checking these items, continue with the troubleshooting steps below.

I cannot make or receive calls​

Step 1: Turn off call forwarding​

  1. Dial ##004# to turn off conditional call forwarding
  2. Dial *73 to cancel call forwarding (Warp network)
  3. For Light Speed and Dark Star, also dial ##21# to turn off diverts
  4. On iPhone: go to Settings > Phone > Call Forwarding and turn it off
  5. On Android: go to Phone App/Dialer > 3 dots > Settings > Supplementary Services > Call forwarding > Voice Call > turn off all options

Step 2: Turn off call blocking​

Make sure the number you're calling or receiving calls from is not in your block list.

Step 3: Update network settings​

For iPhone​

  1. Go to Settings > Cellular / Mobile data > Cellular Data Options / Mobile Data Options
  2. Check Data Roaming — make sure all roaming options are turned off
  3. Check Voice & Data — make sure it is set to:
    • If you have a 5G phone: 5G Auto or Global
    • Warp: LTE
    • Light Speed: LTE
    • Dark Star: 5G Auto or 5G On

For Android​

  1. Swipe up on the home screen to access all your apps
  2. Go to Settings > Connections / Network & Internet > Mobile Networks / Cellular networks
  3. Check Roaming — make sure roaming is turned off
  4. Select the toggle next to VoLTE / HD Voice / Enhanced calling to turn VoLTE on
  5. Go to Preferred network type / Network mode — make sure it is set to:
    • If you have a 5G phone: 5G Auto or Global
    • Warp: LTE only or LTE/CDMA or LTE/3G/2G or Global
    • Light Speed: LTE/3G/2G
    • Dark Star: NR/LTE (5G)
note

If you're unable to find the network mode/preferred network type option on your device, use this hidden Android code: *#*#4636#*#* — this code helps you navigate to the preferred network type option menu.

Step 4: Turn off Wi-Fi calling (Light Speed and Dark Star)​

If you're on Light Speed or Dark Star and having call issues, try turning off Wi-Fi calling:

  1. From the home screen, navigate to Phone icon > Menu icon (upper-right)
  2. Select Settings > Connections / Network & Internet > Mobile Network (if shown) > Advanced (if shown)
  3. Select Wi-Fi Calling > select the Wi-Fi Calling switch to turn it off
note

If you need Wi-Fi calling, you can keep it turned on — but make sure it's working. If Wi-Fi calling doesn't work, follow the setup steps or contact customer support.

Step 5: Turn on call waiting​

On iPhone​

  1. Go to Settings > Phone > Call Waiting
  2. Select the Call Waiting switch to turn it on

On Android​

  1. Select Phone icon
  2. Select the three dots on the top right corner
  3. Select Settings > More Settings / Supplementary Services
  4. Select Call Waiting to turn it on

Step 6: Turn off Bluetooth​

If Bluetooth is on, the device may be trying to send the ring to a paired device, and you may miss it.

Step 7: Change network mode temporarily (Light Speed and Dark Star)​

If you're still having issues on Light Speed or Dark Star, try this:

  1. Go to Settings > Connections / Network & Internet > Mobile Networks / Cellular networks
  2. Select Advanced (if shown) > select Preferred network type / Network mode
  3. Change network mode to 2G only or 3G/2G
  4. If changing the network mode works, keep it there for about 15 minutes
  5. Then switch it back to LTE/3G/2G (Light Speed) or NR/LTE (Dark Star)

Try your SIM in another phone​

If you can't make or receive calls with your phone:

  1. Insert your SIM into another compatible phone and make a phone call
  2. If the call goes through, insert the SIM back into your original phone and it should start working there as well

Special troubleshooting​

"Out of credit" message​

If you receive a message that says you're out of credit:

  • You may be attempting to make an international call or trying to make a call while in a roaming zone when your plan doesn't support international calls. Make sure you're on a plan that supports international calling.
  • You may have fully used your talk plan. Check whether you have sufficient minutes in your plan.

"There are restrictions on the line" error​

Reach out to customer support via chat, email, or phone and they should be able to help you fix this.

Calls going to landline​

If you've recently ported in a landline number and notice that incoming calls still ring your landline, this is normal. It happens because of the complexity of switching a number from the landline system to wireless. It should fix itself within a couple of days.

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