Troubleshooting

HTC One™ - Can't place or receive calls

Check signal strength

The signal strength may be low.

  • Make sure you have at least two bars of signal strength with 4G or LTE in the network indicator.
  • If you have low signal strength, move to a location with better coverage. Concrete and steel buildings may be hindering reception, especially in elevators and underground locations like basements, subways, and tunnels.

Check coverage maps

Check our network maps to be sure that you’re in an area with coverage.

Check the Airplane mode setting

You won't be able to place or receive calls if Airplane mode is enabled on your smartphone. To check this setting, do the following.

  1. From the Home screen, swipe down from the top edge of the screen.
  2. Tap Settings at the top right corner.
  3. Ensure Airplane mode is Off. In On is displayed, tap it.
  4. Airplane mode is disabled.

Reset the network connection

Your smartphone may have a poor connection to the network. Resetting the network connection can help resolve this problem.

  1. From the Home screen, swipe down from the top edge of the screen.
  2. Tap Settings at the top right corner.
  3. Select Mobile data.
  4. Select Network operators.
  5. Select Search networks. Your smartphone scans for available networks.
  6. Select TELUS.
  7. Your network connection is reset.

Check your SIM card

Your TELUS SIM card may not be inserted properly.

  1. Remove the battery.
  2. Remove your SIM card.
  3. Inspect the contacts of your SIM card for signs of damage such as rust or deep scratches.
    NOTE: If your SIM card shows signs of damage, visit a Product Care Centre. Use our Store Locator to find the closest location.
  4. Reinsert your SIM card, taking care to insert it properly.
  5. Reinsert the battery.
  6. Your smartphone is restarted.
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