Troubleshoot issues related to making and receiving calls on your Samsung Galaxy S4

Last Updated: Jun 16, 2014

This article helps troubleshoot making or receiving calls on your Samsung Galaxy S4.

You may have issues with calls if you have:

  • A low signal strength
  • Trouble making or receiving calls
  • Frequently dropped calls

These steps help identify and resolve the underlying cause. After completing each step, test to see if the issue is fixed. If not, continue to the next step.

  1. Verify airplane mode is turned off.

    Airplane mode is a feature that prevents your device from sending or receiving a wireless transmission.

    Turn airplane mode off.

  2. Verify your Samsung Galaxy S®4 is connected to the Sprint network using Sprint Zone.

    Be sure your Samsung Galaxy S4 is connected to the Sprint voice network to make or receive calls.

    1. Access Sprint Zone.
    2. Tap My Device.
    3. Tap Dashboard.
    4. Scroll to and tap Voice Network.
    5. Your voice connection status displays.
    6. Tap Network PRL.
    7. After the PRL update is complete, tap OK.
    8. Test your device to see if the issue is resolved.
  3. Verify if coverage is available at your current location.

    If your Samsung Galaxy S4 has low signal strength, see if your location is within Sprint voice coverage on the Sprint coverage map.

  4. Reset the network settings.

    Resetting the network settings reconnects your phone to the Sprint network and does not erase any of your content or data.

    1. From the home screen, tap Phone.
    2. Enter ##72786#.

      Note: The Final # may not display.

    3. The phone will restart and Hands Free Activation will begin.
  5. Do you know if other Sprint customers are experiencing the same issue in the same location?

    • If yes or you don't know: Please contact Sprint Customer Care for help.
    • If no: Please find the nearest Sprint Repair center and schedule an appointment so a Sprint technician can further diagnose the issue.

Note: To optimize device performance, be sure your Samsung Galaxy S4 is running the most recent device software. Check for software updates.

If you're still having issues, please contact Sprint Customer Care for more help.

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