help_4.6.6-0

Problems with the mobile network: Calls or SMS not possible

Find out what options you have if you can suddenly no longer make or receive calls and can no longer send or receive SMS.

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Live diagnosis in My Sunrise

Check your mobile phone connection in My Sunrise and get customized solutions for your mobile network problem.

Try the following steps if you are suddenly no longer able to receive or make calls or receive and send SMS:

You cannot make calls or send SMS:

1
Restart mobile phone

Turn your mobile phone off and then on again. This often actually helps.

2
Disruptions or service outages

It is possible that there is currently a disruption in your area or maintenance work is being carried out.

Current information on disruptions in your region can be found here.

3
Check reception and number

Check whether you have mobile phone reception at your current location.

Also make sure that you have entered the phone number (including country and area code) correctly.

4
Outstanding bills

Make sure that you do not have any outstanding bills. You can view outstanding bills in My Sunrise and pay them directly.

Check and pay bills in My Sunrise.

5
Check device

Make sure that your device is working properly.

To do so, check your SIM card with another device.

You cannot receive calls or SMS:

1
Restart mobile phone

Turn your mobile phone off and then on again. This often actually helps.

2
Do not disturb or blocked numbers

Calls are automatically blocked when your mobile phone is in sleep mode or in «Do not disturb» mode.

Also check whether you have blocked the caller’s number. Calls and SMS will not be received then either.

Instructions for blocking numbers and sleep mode can be found here.

3
Check reception

Check whether you have mobile phone reception at your current location.

4
Check device

Make sure that your device is working properly.

To do so, check your SIM card with another device.

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