Troubleshooting Calling Issues

This article is for users who are experiencing any of the generic calling issues listed below.

1. Poor call quality
2. One-way audio issues 
3. "Call Couldn't Connect" error message
4. Dropped calls 
5. Issues with using the dial pad on calls
6. Calls going straight to voicemail

Poor Call Quality

If you are experiencing poor call quality, it could be due to a variety of factors. To troubleshoot, we recommend a clean reinstall of the application.

To reinstall:

1. Delete the application.
2. Restart your device.
3. Reinstall the application from your app store.

If the issue persists after reinstalling, please submit a request.

One-Way Audio Issues on VoIP Calling

If you are experiencing one-way audio issues while calling on VoIP, please refer to this article which outlines steps to take to resolve audio issues. 

"Call Couldn't Connect" error message.

If you are receiving a "Call Couldn't Connect" error message, please refer to this article which outlines steps to take to resolve issues with calls connecting. 

Dropped Calls

Visit the Dropped Calls article for more info. 

Issues with using the dial pad on calls

If you are using an Android device, please visit the article Trouble with the dial pad? (Android users) for more info. For iOS users, we recommend a clean reinstall of the app; Delete the application > Restart your device > Reinstall the application from your app store.

Calls going straight to voicemail

If your calls are going to voicemail without ringing, please check first that "Forward Calls to Voicemail" is not switched on in your app Settings.

If call forwarding is not enabled, please try reinstalling the TextFree app.

If you need further assistance with call issues after reviewing the information above, please submit a request.