What do I do if I have calls or Internet issues?

Modified on Mon, 22 Apr 2024 at 10:03 AM

Here are some steps you can do if you're experiencing the following network issues:

  • Unable to make or receive calls
  • Slow Internet connection

Step 1: Check network status in your area. Ensure that there are no service disruptions.


Step 2: Check account balance via Celcom Life/ MyDigi app.

  • If your postpaid line is barred due to unpaid bills, please pay your outstanding bill via Celcom Life/ MyDigi app, JomPAY or online banking.
  • If your prepaid line has insufficient balance, please perform a reload to top-up balance.

 
Step 3: Check your device settings and restart your phone.

  • In your device settings, ensure that airplane/ flight mode is turned off.
  • Activate VoLTE to enjoy higher quality calls with almost no background noise. Click here to find out how to activate VoLTE on your device.
  • If you are facing poor internet within your home, activate VoWiFi to make/receive calls over your home’s Wi-Fi. We recommend turning on this feature if you have fibre Internet at home. Click here to find out how to activate VoWiFi on your device.
  • If you’re travelling overseas, make sure that you have activated your roaming service. Check via Celcom Life/ MyDigi app and be sure to turn on roaming service on your device settings.
    • Celcom Life app > Usage > Roaming
    • MyDigi app > Settings > My Subscriptions > International Roaming


Step 4: Turn off any call divert or call forwarding.

iPhone

Step 1: Go to ‘Settings’ 

Step 2: Scroll down and tap on ‘Phone’

Step 3: Select ‘Call Forwarding’

Step 4: Toggle the switch to the left to turn off call forwarding.

 

Android 

Step 1: Open the ‘Settings’

Step 2: Select ‘Call Settings’

Step 3: Look for the ‘Call Forwarding’ or ‘Call Settings’ option and tap it

Step 4: Turn off ‘Call Forwarding’.


Note: Steps to turn off call forwarding may vary slightly depending on your device's manufacturer and Android version. We advise you to search ‘Call Forwarding’ in your phone settings to search for the feature.


Step 5: Reset your phone’s network settings.

Phone Model

Reset Network Setting Instruction

Apple

  • iOS 15 or later, tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings
  • iOS 14 or earlier, tap Settings > General > Reset > Reset Network Settings

Samsung

Go to Settings > General Management > Reset > Reset Network Settings > Reset Settings > Select Reset to confirm

Huawei

Go to Settings > System & Updates > Reset > Touch Reset Network Settings, then follow the onscreen instructions to reset network settings

Vivo

Go to Settings > System Management/System > Backup & Reset/Reset Options, Reset network settings and try again

Oppo

Go to Settings > Additional Settings > Back up and Reset > Reset Phone > Reset Network Settings > Reset network settings again


Note: Your saved Wi-Fi password will be deleted and you will need to re-enter the password after the network reset.


Step 6: Update your phone’s operating system to make sure you are using the latest version to check your current operating system, go to your device settings and select ‘Software Update’.



If you've tried all the above steps and still experience issues making or receiving calls, please visit the nearest Digi Store or Celcom bluecube to perform a SIM replacement. For prolonged Internet slowness issues, please get in touch with us.


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