Here are a few common reasons your calls might not be coming through.
- Your mobile thinks calls from your PhoneThru number are junk calls and is sending them straight to voicemail.
- You’ve run out of call minutes so your calls are being rejected.
- You’ve turned off call forwarding so your calls are being rejected.
- Your phone reception is poor or your mobile is in Airplane or Do-Not-Disturb mode.
The first thing to do is the check your mobile’s reception is good and that it’s not in Airplane or Do-not-disturb mode.
If that checks out, it can be helpful to have a friend call your PhoneThru landline number and report what happens.
If their call goes straight to voicemail, check your phone’s blocked number list and add your landline number to your phone’s Contacts so that it knows you’re expecting calls from the landline number.
If your friend hears a busy signal (and you’re not on a call) check you have call minutes left on the number and your landline number is set to forward to your mobile.
For more details, read on….
Sign in to your account at https://phonethru.com/login and scroll down to the My Numbers section.
Check 1: Call Forwarding
Check that your mobile appears in the number panel with an arrow before it. That means calls to the landline number are forwarding to your mobile. If it says rejected turn call forwarding back on. (See How to turn off calls but turn it on, not off!)
Check 2: Call Minutes
Next, check you have call minutes remaining. No minutes means no calls – time to recharge!
Check 3: Recent Calls
Scroll down to the Recent Calls section and the call at the top of the list will be your most recent call. (If you have more than one landline number you’ll want to expand the call details by tapping on it and checking the ‘To’ number is the landline number you’re troubleshooting.)
If you remember getting the most recent call, then you’re looking good – it’s just that nobody has called you since then.
What if you didn’t get the most recent call?
If you don’t remember getting the last call on the Recent Calls list, tap the call to expand it and look at the Status line. If the call status is ‘Answered’ but the call duration is short (say, less than 60 seconds) then it’s likely the call went to your mobile’s voicemail service. Most mobile providers have a default voicemail service, even if you don’t set it up yourself. If your caller didn’t leave a message it might not show up as a missed call on your mobile.
There’s a few reasons why your mobile might send the call to voicemail.
- You’ve accidentally blocked the landline number.
- Your mobile thinks the call is a junk call and has rejected it.
- You have no reception on your phone or it’s set to Airplane/Do-Not-Disturb mode.
Check your mobile’s Blocked callers list for your landline number. If your landline number is 07 7010 1234, check for 61 7 70101234 as well – that’s full “national” number format. If you find the landline number remove it from the block list.
Adding the landline number to your mobile’s Contacts will tell it you’re expecting calls from that number, so it will let them through as long as you haven’t explicitly blocked the number.
If you’re still having issues after all that, shoot us an email and we’ll assist!