If you are experiencing issues receiving calls, the solution usually depends on which mode you are using. Follow the checklists below to get back online.
⚠️ Important: Testing Your Line
When testing your new Virtual Landline, do not call from the same mobile phone that is set to receive the calls. Because your mobile line will be "in use" making the test call, the system will detect the line as busy and the connection will fail. Always test from a different device or ask a colleague to dial the number for you.
If you are using DIVERT MODE
In Divert Mode, ONSIM receives the call and "pushes" it to your mobile. If the connection fails, check the following:
Signal Strength: Does the mobile phone you are diverting to have at least 2 bars of signal? If your mobile is unreachable, the landline call cannot connect.
Device Status: Is your mobile phone turned on?
Do Not Disturb (DND): Check that your phone is not in Do Not Disturb or Focus mode (look for a moon icon on the screen). These settings will automatically silence or reject incoming diverted calls.
The Destination Number: Log into your ONSIM Dashboard and verify that the divert number is entered correctly (including the area code).
The "Busy" Conflict: Are you currently on another call? If you are on the phone, the virtual landline call may be rejected or sent to voicemail.
Voicemail Settings: If calls are going straight to your personal voicemail, your mobile provider may be "answering" the call too quickly. You may need to extend the ring time on your mobile or check your provider's "Forward if Busy" settings.
If you are using SIM MODE (eSIM or Physical SIM)
If you are using a dedicated ONSIM SIM/eSIM to answer calls natively on your device, check these technical requirements:
VoLTE Enabled: You must ensure that VoLTE (Voice over LTE) is switched ON in your phone’s cellular settings. A guide on how to check VoLTE is enabled can be found here.
Supported Handset: Ensure you are using a supported device.
SIM Activation: Ensure the "Line" is toggled ON in your cellular settings
Can't make outbound calls using the landline number?
This is not a service fault, you can't make outbound calls using the landline number on our virtual landline service. If you need to make outbound calls, you will need to upgrade to our landline sim service.
Still having trouble?
If you have checked the above and calls are still not connecting, please reach out to us with a recent example (the time of the call and the number that tried to dial you).
👉 CLICK HERE TO LOG INTO YOUR DASHBOARD
Need technical support?
Our team can run a real-time trace on your number to see exactly where the call is dropping.
📧 Email us: support@onsim.uk