Hi ​@DMW Manchester, 

We're sorry to hear that you're missing important calls despite already resetting your phone and removing the SIM card. We understand how frustrating this must be.

Please try the following additional troubleshooting steps:

• Ensure your handset software is fully up to date
• Turn Airplane Mode ON for 60 seconds, then OFF again
• Check that Call Forwarding is disabled:
  • iPhone: Settings > Phone > Call Forwarding
  • Android: Phone App > Settings > Calling Accounts > Call Forwarding
• Check that Do Not Disturb or Focus modes are turned OFF
• Ensure Wi-Fi Calling is turned OFF temporarily and test incoming calls again
• Manually set the handset to 4G/LTE only:
  • iPhone: Settings > Mobile Service > Mobile Data Options > Voice & Data > 4G
  • Android: Settings > Mobile Networks > Preferred Network Type > 4G/LTE

Please also check that your mobile number is showing correctly on the handset:

iPhone

• Settings
• Phone
• My Number

Android

• Settings
• About Phone
• SIM Status (location may vary by device)
• Check that the correct mobile number is displayed

If the number is incorrect or missing, please let us know.

If you're still unable to receive calls after completing the above steps, please contact us via Live Chat or send us a direct message through our social media platforms so that we can investigate the issue further.

Owethu