Missed calls

[Tomy]

About 20% of the inbound calls never make it to my phone.    A person can be sitting beside me, call and the call goes to voice mail.  I then call the caller and it works.  The caller calls back and it works.    The missed calls never show up in the recent calls log. 

I have done a factory reset on the phone but it still misses some calls.

I'm guessing phone hardware or bad service.   I might change out the SIM card but not sure that will help

Any ideas? 

[LuckyMobileKris]

Hi there @Tomy, and welcome to the Community.

We're sorry to hear about the difficulties. Have you spoken to Tech Support and had a ticket made for further investigation?

Beyond that, could you please share more info for the Community to better able to assist?

• Are these missed calls happening only indoors, outdoors, or both? At a certain time of day?
• Are the calls coming from other Lucky Mobile users, or are they with other providers?
• Have you noticed any outgoing calls being dropped or failing to connect, or is it only inbound?
• Has there been any issues with sending and/or receiving text messages as well?

If you do decide to go ahead with a SIM replacement as well, do let us know if that makes any change.

Looking forward to hearing back from you.

[Tomy]

The missed calls happen inside and outside. at all different times of day.

Calls are not from other Lucky users. Outbound calls always connect, and calls rarely drop but it has happened.

Texts work perfect sending and receiving.

I would change the SIM card but  your website option has not been "available" for the last few days.

My uneducated guess would be my device getting caught in between 3G and 4LTE or a sporadic hardware issue.

I am probably due for a new phone.  If I change over and it happens again I will switch providers.

[LuckyMobileKris]

Thanks for the update, @Tomy.

You'll need to go in store to get a SIM replacement. When you do, could you report back if you see any change in service?

Additionally, you may be prompted to enter a PUK code when you go to activate your new SIM. Check out our thread on SIM unlocks & PUK codesfor how to obtain your PUK code.

[Tomy]

I got a SIM at Dollarama.    When will your web site be working so I can change it.   

[LuckyMobileKris]

As said in our previous reply, you'll need to visit a Lucky Mobile kiosk or partnered retailer to complete a SIM swap. Dollarama only sells SIM cards and is unable to assist with any changes made to an account.

If you're unsure where to find a Lucky Mobile kiosk or a retailer that can assist, take a look at our Store Locator on our website. Do keep in mind as well that the following retail partners will not be able to assist:

• Dollarama
• Canada Post
• Best Buy
• easyhome
• All locations that only sell top-up cards

Once you've completed your SIM swap, let us know after testing if you see any difference in the amount of calls dropping.

[Davidm189]

I've been dealing with this for a few months now. I tried a new sim card and nothing changed. I will be switching to Public Mobile now that they have VoLTE 

[LuckyMobileKris]

Hi there @Davidm189, and welcome to the Community.

We're sorry to hear about the difficulties you've been having. Have you taken the time to speak to Tech Support and make a ticket?

Otherwise, for the Community to be better able to assist, we ask that you take a look at the questions we had asked above.

If you could also confirm what model of phone you're using and if you've tried inserting your SIM into a different phone, it would be greatly appreciated.

Looking forward to hearing back from you.