Unable to receive calls
Please ensure the below checks have been followed. These steps will either resolve the problem for you or allow us to provide a resolution as quickly as possible.
Step 1
Does this problem affect all calls or just calls from one number? This is to eliminate any problems with the number that is calling you.
- All Calls? Continue to the next step
- One number? This seems to be a problem with the other number. Please request they contact their service provider and raise the problem with them.
Step 2
Has your number ported in to our network in the last 24 hours? This is to check if the user if affected by a porting problem.
- Yes, please report the problem to Exeltel support on 0333 004 0180 or email us at [email protected]
- No continue to the next step.
Step 3
Do you have coverage on your handset? To make and receive calls you require coverage on your phone. If you have 4G signal please try both 4G and 3G to confirm the problem persists on both types of signal
- Yes continue to the next step
- No, please report the problem to Exeltel support on 0333 004 0180 or email us at [email protected]
Step 4
Are there any active diverts preventing the call being connected to the you? This check confirms that diverts are not inadvertently blocking the user’s calls from being received. To remove diverts please dial ##002# and send (which is the call button) to remove the diverts.
- Yes problem resolved, problem was caused by calls being diverted to another number
- No continue to the next step
Step 5
Please perform a hard reset on your phone. Take out the battery (where possible, if it is not possible please follow the manufacturer's guide to hard rebooting your device) and SIM card without switching the handset off. Then wipe the SIM card with a soft dry cloth. This will resolve a large number of problems caused by registration to the network. Did this work?
- Yes problem resolved.
- No continue to the next step.
Step 6
Try the SIM card in a handset you know to be working. This is done to eliminate any issues with the handset as approximately 80% of issues are equipment related. Did this work?
- Yes the problem lies with the handset, please refer to your own process relating to handset repair/exchange.
- No then please continue to the next step
Step 7
Contact Exeltel to check if there are any bars restricting in bound services. You can call Exeltel on 0333 004 0180 or email [email protected]
- Yes Exeltel removed the restrictions, and problems were resolved.
- No continue to next step
Step 8
Are there any mobile notifications on the Exeltel Status Page? You can view this at https://status.exeltel.co.uk At this point you may be affected by a problem that needs to be investigated further. Please check the notifications on the Exeltel Status Page to see if this is a problem we are already aware of.
- Yes please keep an eye on the status page for more information as we are aware of the issue. Only raise the issue if the service has been restored on the status page but it still isn't working on your device.
- No then please raise a fault to Exeltel, you can do this by calling us on 0333 004 0180 or you can email us at [email protected]