Troubleshooting

Nokia® Lumia 1020 - 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.

  • Make sure you have at least two bars of signal strength with 3G or 4G 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. To check this setting, do the following.

  1. From the Home screen, swipe the screen to the left.
  2. Select Settings.
  3. Select airplane mode.
  4. Ensure that the Status is set to Off.
  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, swipe the screen to the left.
  2. Select Settings.
  3. Select cellular.
  4. Select Automatic under Network selection.
  5. 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.
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