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Troubleshoot issues related to making and receiving calls on your Moto E

Last Updated: Mar 14, 2016

This article helps troubleshoot making or receiving calls on your Moto E

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.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Settings.
    3. Tap More.
    4. If Airplane Mode is on, tap the Airplane mode switch to off.
  2. Verify your Moto E is connected to the Sprint voice network using Sprint Zone.

    1. From the home screen, tap the All Apps icon.
    2. Scroll to and tap Sprint Zone.
    3. Swipe to the left to open Device Diagnostics.
    4. Look for Network:
      • Network is in the Passed section: Your phone is connected to the Sprint voice network.
      • Network is in the Failed or Flagged section: Update the PRL.
        1. From Device Diagnostics, tap Network.
        2. Tap Network PRL.
        3. After the update is complete, tap OK.
  3. Verify if coverage is available at your current location.

    If your Moto E has low signal strength, see if your location is within Sprint voice coverage on the Sprint coverage map.

  4. Perform a soft reset.

    A soft reset deletes any temporary files that may be causing the issue.

    1. Press and hold the Power key on your phone for 10 seconds.
    2. Your phone will restart.

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

If you're still having issues, dial *2 on your phone or dial 855-639-4644 to reach Sprint Prepaid Customer Care.

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