Horror Story Of The Week: When Phones Don’t Work.

Simple Troubleshooting – For When Your Mobile Device Stops Working

Mobile devices have become an integral part of today’s business. Whether it is mobile phones for the fleet, or a variety of smartphones or mobile internet devices for sales people, they are indispensable tools for staff away from the office.

Imagine then, what would happen if suddenly a phone stopped working:

Sometime during your workday, one of your users was forced to return to the office from the field because their phone has stopped working. They are getting told all of their calls are going  to voicemail, and they are unable to place any outgoing calls from their phones.

A quick test call, sends you straight to voicemail, and confirms the issue.  The user had just recently been upgraded to a new phone, and it had worked fine before.

  • You try pulling the battery and rebooting the phone, to no avail. Still no service on the phone. 
  • You grab your phone and hold it next to the phone. You have service and are able to make calls no problem. 
  • You check the phone again to make sure the SIM card is in the phone, and find it securely in the back of the phone. Still no service when you boot up the phone. 

Now what?

If you are in charge of your company’s mobile device management, even one unit not working right can turn into a huge issue fast. So here’s what you can do?

  • Inspect the Cellular/Mobile Device.

First, make sure the phone is on and working correctly.

Make sure the battery is charged and is showing no signs of water or any other kind of damage.

If the phone has been left out in the cold or in the heat, let it come to room temperature.
Once the phone is on, check your signal strength, and make sure that you are getting a signal.

  • Check the SIM Card.

Make sure the SIM card is in the phone and inserted correctly. Call your carrier and confirm the SIM card number with the carrier to make sure that it is active and is assigned to the correct phone number.  If you do not have a SIM card, make sure the device has been activated and is provisioned correctly.

  • Call your Carrier.

Talk to your carrier and make sure everything on their end is looking good. Confirm that they are not having any service interruptions. You can also make sure that there are no blocks on the line, that the phone has not been call forwarded to another number, or the service hasn’t been cancelled or moved by mistake. If everything checks out, have them do a reset or resend to switch. This may help to solve you issue.

  • Call Tech Support.

If all else fails, you may have to talk to tech support. They will be better able to trouble shoot with your phone and deem whether you may need to have it repaired or not. If it turns out to be an issue with the phone, moving them to a spare can get them back on the road in the meantime.


Having a driver or a salesperson down without a phone can be frustrating for both you and the user. Knowing how to quickly recover their service can be a useful skill to have, and can save you and the company both time and money.


Need extra help in this area? – Contact one of our expert Client Care Specialists!

For more information on our Client Care services please visit www.gill-technologies.com


  1. When Phones Don't Work | Mobile Device Management Solutions http://t.co/Kl1Mt1ep