Unable to answer calls

[MGLogan]

I am currently unable to answer calls on my phone. It started on my Sony Xperia and then I went into a kiosk to get them to have a look at it and they gave me a new SIM card but it didn't fix the problem. I was given the option of a hardware upgrade or sending my phone in with no idea of how much it would cost. I decided to think about it and I put the SIM card in my Blackberry at home in the meantime but it is also unable to answer calls. 

The phone rings and I pick it up and then the phone hangs itself up. I have tried waiting to pick up the call as well as picking it up right away and nothing seems to work.

Please help! I can't afford to get a new phone right now.

[RogersArthur]

Hi @MGLogan,

Thank you for your post and welcome to the Community Forums!

I understand your connection is dis-connecting right away for incoming calls. So far you've test a new SIM card in both a Sony Xperia then a Blackberry and you've been offered a repair or a new hardware upgrade. 

• Is the dropped calls happening for all incoming calls? If not, what's the percentage of the times it happens?
• When you were offered an upgrade did the representative also offer to reset your line?
• Is the issue only happening indoors, everywhere or in one specific location?
• How many signal bars do you notice during answering the incoming calls?
• What type of network are you connected to (2G,3G, 4G or LTE)?
• When was the last time it worked and what has changed since?
• What's the model number of the Blackberry you tried?

Please let us know,
RogersArthur

[MGLogan]

It is happening for all incoming calls.
No they did not offer to reset my line.
It is happening in a variety of places.
I have full bars or close to full bars on all calls that I have noticed.
I am connected to an LTE network.
It started happening about two weeks ago and nothing has changed since.
It is a Blackberry Z10 and it had always worked before I got the Sony.

[RogersArthur · Accepted solution]

Hi @MGLogan,

Thank you for your patience and the information, I'd like to look further into your issue and may need to access your account. Please send a private message to @CommunityHelps when you have a bit of free time for us to try a few more troubleshooting steps.

Thanks,
RogersArthur

[Felinesxhugsx]

What was the solution? I know it's not the phone because I've used different phones with my sim and all callls disconnect as soon as you tap accept or swipe to answer.
What needs to be done?

[RogersMaude]

Good evening @Felinesxhugsx,

Thank you for reaching out, we can certainly understand the inconveniences this issue must cause.

We'd like the oppportunity to take a deeper look into this situation.

In order to do so, we will require access to your account.

Please send us a private message at @CommunityHelps when you have a chance. 

Our private messaging system is explained in this blog.

RogersMaude