T-Mobile Customer Care and Technical Support Center

Trouble Making or Receiving Calls

I Lost or Someone Stole my Phone

What do the error messages or number mean on my phone

Trouble Making or Receiving Calls

NOTE: Your device may not initiate or receive calls for the following reasons:

• Your account is inactive or needs to be refilled (prepaid)
• The device needs to be reset
• You are out of the coverage area
• You have no Internet connection (HotSpot @Home home phones)

To troubleshoot sending and receiving calls, perform one or more of the following steps:

1. Ensure you are in an area where you have signal. Signal strength can be impaired when using your phone indoors or behind physical barriers.
2. Turn your phone off, remove the battery, and then re-attach the battery and turn the phone on.
3. Attempt to make your call again.
4. Check to see if you are in a T-Mobile or T-Mobile Roaming Partner coverage area:
5. Attempt to call another number. If this call goes thorough, then it may be an issue with the number you are dialing. If this call does not go through, go to Step 7.
6. Test your SIM card in another device to isolate the phone to determine if the issue is due to your SIM card or your phone. Insert the SIM card into the new T-Mobile phone and try calling your phone number. If you receive the call on the device with your SIM card in it, contact Customer Care for further troubleshooting.
7. Attempt to select the T-Mobile network manually from your phone. See your user guide for more information on manual network selection.
8. If you are still unable to make your call, note the following information:

• Signal Strength
• Battery Strength
• Number you were trying to call
• Dialing pattern, 10 digits vs. 11 digits
• Date and time of attempted call

9. Contact Customer Care. When you contact Customer Care, please make sure you call from a different phone than your T-Mobile phone. This will help our Customer Care team complete full troubleshooting on your device.

What do I do if my T-Mobile phone is lost or stolen? Just follow these easy steps.

• If your Device is lost or stolen please contact T-Mobile Customer Service at 800-937-8997 or 611 from your Device.
• Upon notification, T-Mobile will suspend your Service without charge.
• Unless you are a California customer, you will remain responsible for charges incurred prior to the suspension of your service.
• T-Mobile may request that you provide or you may submit information to support that your Device was lost or stolen.
• You must fulfill the remainder of your contract term by activating a replacement Device (which may be full price) or the early cancellation fee will apply. CA Customers: California customers may request an investigation of any charges believed to be unauthorized and incurred after the Device was lost or stolen, but before T-Mobile was notified.
• If we determine that the charges were unauthorized we will credit your account.
• If we determine that the charges were authorized we will inform you within 30 days and you will remain responsible for the charges.
  
  Contact Us
  
  You can call T-Mobile toll-free at 1-800-937-8997 from any phone.