I'm not receiving calls

What to do if calls aren’t making it through

If someone is trying to call you but your phone isn’t ringing, run through this troubleshooting guide to try and fix the problem.

Try these things first

Restart your phone

Switch your phone off and back on to refresh your network connection. This fixes a surprising number of problems.

Check for outages

Check the Network Status page to see if there are any known network issues that might be causing the problem.

Check coverage

Use the Coverage Checker to make sure you’re in a Vodafone coverage area. The Coverage Checker will also indicate if the signal there is strong enough for indoor and outdoor usage, or outdoor usage only.

If you’re in a covered area but have very low or no coverage bars, or your phone displays SOS, no service or emergency calls only, run through our troubleshooting guide for some additional tips.

Then try these things

Call diversions

Check that you don’t have an all calls diversion to Voicemail or another number set up. Dialling the short code 1213 will remove an all calls diversion.

Account status and call barring

When someone tries to call your number, do they get a message to say that you’ve got incoming call restrictions? If so, here’s what you can do:

  • If your calls have been barred because of an overdue account, get in touch
  • If you’ve placed a bar on your service through your phone or by dialling GSM codes, find out how to remove it

Compare with other Vodafone users

Are other Vodafone users in your area also unable to receive calls? If so, there may be a network issue that we’re not aware of.  Get in touch for further help.

Try a different device

Try your SIM card in another phone. If it works, this indicates there may be something wrong with yours. If it doesn’t it’s likely to either be related to the network or your account.

Do not disturb mode

Some phones and apps can be set to block all calls during certain hours of the day. If yours has this feature, check to make sure it’s off.

Blocked contacts

Are you having trouble receiving calls from specific numbers? If your phone has a block/reject list or you’re using an app with this feature, make sure they haven’t been added to it. Check our support page for more info.

Check the number they're calling you on

Make sure the caller is entering your number correctly.

If they're trying to call you from overseas, they'll need to enter it in international format. Eg. if your number was 00426320000 they'd need to enter:

+ The exit code
61 The country code for Australia
426320000 The number with the '0' removed

Putting it all together, they'd dial +61426320000

International roaming

Are you overseas? Check out the international roaming troubleshooting guide for some additional things to check.

Some other things you can try

Network selection

Check that your phone is set to automatically select a network.

Network mode

Try switching your phone’s network mode to 2G or 3G only to see if this lets you receive calls. If it doesn’t make any difference, remember to switch it back to auto mode when you’re done.

Software/device issues

Issues with your phone’s software can affect its ability to receive calls. If your phone is running slowly or isn’t performing how you’d expect, here are some things to try:

  • Check it there’s a software update available for your phone. Software updates often contain bug fixes for performance issues so installing the latest update may fix the problem
  • If no update is available, try backing it up and restoring it to factory settings. You’ll find instructions to restore factory settings on many phones in our interactive user guides

Next steps

If you've checked everything above and are still having trouble with your service, get in touch. If you’re able to provide the following, it’ll help us investigate:

  • Your device model
  • The street address/es where the problem is happening
  • The time and date the issue first started (state if it’s AM/PM, and to the closest minute if you can)
  • Do you know of any other Vodafone users that are experiencing the same problem in your area?
  • Any other information that you think could be helpful


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