Troubleshooting

Nexus 5 - Can't place or receive calls

There could be a number of reasons why you can’t place or receive calls. To resolve the issue, try the following.

Check signal strength

The signal strength may be low.

  1. Make sure you have at least two bars of signal strength with 3G or H in the network indicator.
  2. 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, tap the Apps icon at the bottom of your screen.
  2. Tap Settings.
  3. Select More.
  4. Uncheck the Airplane mode checkbox.
  5. 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, tap the Apps icon at the bottom of your screen.
  2. Tap Settings.
  3. Select More.
  4. Select Mobile networks.
  5. Select Network operators. 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.
  4. Reinsert your SIM card, taking care to insert it properly.
  5. Reinsert the battery.
  6. Your smartphone is restarted.
Tell us what you think It's in our nature to listen. As TELUS.com/business continues to evolve, we'd love to hear more from you.