First call rings and goes to VM without ringing on receiving end

[Reading22]

Hi, every time someone calls, it rings their end and then goes to VM. On my phone, it doesn’t ring but just shows as a missed call. If the caller immediately calls back, the call does come through to my phone.

called customer service and was advised to turn Dial Assist off, which I did. Was also asked to go to language settings and change from English UK to English Australia and then back in order to reset - did that too. Was advised that if that doesn’t resolve issue, to reset the phone. I’ve done that too. Issue still persists. 

I don’t believe that this is a phone issue. Please can someone advise. It’s not just annoying but because the phone doesn’t ring, no missed call notifications show on the phone. I have to look at the phone log and check which numbers are showing as missed calls 

Any helpful tips?

[Steven_L · Accepted solution]

Hey @Reading22,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm sorry to hear of the issues that you're having with your calls at the moment.

Is this happening when you are called mobiles and landlines or just mobiles?

Does this happen in one particular location  and time or numerous times and locations?

Do you have signal at the time the calls are coming through? 

Regards,

Steven_L

[Reading22]

Hi Steve, thanks for your reply. It happens with both landline and mobile calls. Network reception or connection isn’t the issue as I have no other issues using all functionality on my phone from making calls, internet usage, IM, using apps, receiving and sending emails etc. It only happens when someone tries to call me 🤷🏽‍♀️

[Steven_L]

Thanks for coming back to me @Reading22, are you able to try the sim card in a different handset at all? This way we can check if its the handset that is causing the issues and we can rule that out before we raise the issue with our second line faults team.

Also, have you had a new sim card recently?

Regards,

Steven_L