If you are using our Virtual Landline (Divert Mode only) and calls are not reaching your phone, the issue usually lies in one of two places: your OnSim divert settings or your personal SIM provider.
Follow this simple diagnostic flow to find the cause and fix it quickly.
⚠️ 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.
Step 1: The Virtual Number Test
Call your OnSim Virtual Landline number from a different device.
If it rings/answers: The OnSim service is working correctly.
If you get an error message or it disconnects:
1. Log in to your OnSim Dashboard.
2. Check your Divert Settings.
3. Ensure you have entered the correct mobile or landline number for the destination. A single typo here will stop all calls.
Step 2: The Personal SIM Test
If your OnSim settings look correct, you need to test the "destination" phone. Call your personal mobile number directly from another device (bypass the landline number entirely).
If your personal number does not ring: This confirms the issue is with your personal SIM/Network Provider, not OnSim.
Next Step: You will need to contact the provider of your personal SIM (e.g., EE, Vodafone, O2) to troubleshoot why your line is not receiving calls.
Troubleshooting Checklist
Before contacting your provider, check these common "silent" killers of mobile signals:
[ ] Airplane Mode: Is it accidentally turned on?
[ ] Do Not Disturb: Is your phone silencing calls from unknown numbers?
[ ] Signal Strength: Do you have at least 2 bars of service?
[ ] Voicemail/Diverts: Does your personal SIM have its own diverts active that might be interfering?