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Pay monthly

connections to this number is restricted on this phone when on 4G/LTE

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2: Seeker

Hi all,

I recently went on holiday to Benidorm where my phone got stolen I rang Vodafone and they put a bar on my number. I recieved a new replacment phone and SIM a couple of days ago and finally got it all up and running and activated yesterday and the bar was lifted from my number.

 

Yesterday I was able to make and recieve calls fine but today when I try to ring any number I get a message 'connections to this number is restricted on this phone'. I can however still recieve calls alright. I have contacted the technical teams several times today and they stated they could see no BARs or restrictions on my number anymore.

 

As a 'workaround' I was requested to change my network provider connection from 4G/LTE to 2G and this fixed the issue and I was able to make calls again however this isn't ideal as obviously 2G is alot slower. I thus have to manualy switch from 4G to 2G under network settings on my phone now everytime I want to make a call.

 

For me then it looks like there is a restriction somewhere on my 4G connection which has been accidently reactivated but I'm hitting a brick wall with tech teams. Any help very much appreciated.

 

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1 ACCEPTED SOLUTION

Accepted Solutions
2: Seeker

As I was just sat twiddling my thumbs waiting for Vodafone to reply to me, I decided to do a bit of investigating and managed to fix the issue myself 😊. I’ll post what I did below to help any others who have the same issue and prevent them from having to sit around for days waiting for Vodafone support:

 

  • Log into your online Vodafone account online.
  • Select Services and Extras.
  • Select Calling Options
  • Change WIFI and 4G calling to OFF. This will prevent your phone using 4G (and WIFI) when you make a call.
  • Allow about 10 minutes for it to take effect.
  • Make a call and you should see that the 4G in the top right of your mobile screen changes to H showing its has switched to 3G to make the call. The call should connect.
  • End the call and you should see your phone has automatically switched back to 4G.
  • Log into your online Vodafone account
  • Select Services and Extras.
  • Select Calling Options
  • Change WIFI and 4G calling to ON.
  • Allow about 10 minutes for it to take effect.
  • Make a call and you should see that the 4G now remains and it will also connect!!! 😊

So, it basically looks like some sort of account refresh is needed on the 4G call setting which is performed by disabling it and then re-enabling it on your account. Hopefully this will help a lot of people who have this issue in future 😊

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10 REPLIES 10
17: Community Champion

If you contact the social media team via Facebook or Twitter, they'll be able to take your details and get this looked into for you. 

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2: Seeker

Hi all,

 

Contacterd the social media team who were originally very helpful even though they were unable to rectify the issue. However, now they are not responding to questions and the last 3 messages I have recieved each 24 hours apart are to verify my security details as 24 hours has past since they last responded...sigh!

 

Just to summarise here is a rundown of the issue:

1) My phone was stolen so I had a bar put on my mobile number.

2) I recieved a replacment SIM and phone.

3) I activated the new SIM with my old number.

4) Vodafone removed the bar on my old number so I could use it again.

5) The phone worked fine for 1 day. I was able to make and recieve phone calls fine.

6) The next day I was unable to make phone calls recieving a message 'Connections to this number are restricted on this phone. Please contact your customer care agent.'

7) Technical Teams checked my account and said there was no restictions or bars on my number.

8) Tech Teams told me to change my data connection to 2G or 3G and try and make a call again. This time I was able to make a phone call with no issues. I was tiold to wait 20 mins and switch back to 4G and it should work again.

9) I switched the phone back to 4G but got the same restricted message.

10)I contacted Tech teams again but was told they were unable to see any issues and it was my phone at fault.

11) I contacted the social media Team. THey asked for a screen shot of my Access Point settinngs from my phone which they checked and said looked ok.

12) I was asked to use my SIM card ina nother phone to see if I could ring from 4G. THe only other phone I had was my work phone which is locked to EE so was unable to use my Voda SIM in it. However I tried my EE SIM in my Vodafone phone and was able to make 4G phone calls with no issues meaning the issue was not with the phone.

13) I was given new Access Point details to enter into my phone and verified these by screenshots I sent. However, the new AP details provided by Vodafone still did not resolvre the issue.

14) 72 hours have now passed and the only communications I have recieved is to verify my security details every 24 hours.

 

I am able to recieve calls on 4G, send and recieve messages on 4G but not make any outgoing calls. The only number I can ring without recieving the restiction message is the short dial for Vodafone 191.

 

 

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2: Seeker
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2: Seeker

And this one here:

https://forum.vodafone.co.uk/t5/Pay-monthly/this-number-is-restricted-on-this-phone/m-p/2594154#M415...

 

This seems to be a regular occurence with Vodafone when someone loses their phone it would seem...not good at all

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Moderator

Hi @aswilbourn, we really want to get this resolved, our social team do run on a queue based system and will be in touch as soon as possible. We do apologise for the time this is taking but rest assured they will get back to you so we can investigate this further.

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2: Seeker

Hi Andy,

Thanks for your reply. I understand that a queuing system must be in use however I was originally recieving replies within a few hours and I have now had no reply from the social media team in 4 days?!?

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2: Seeker

As I was just sat twiddling my thumbs waiting for Vodafone to reply to me, I decided to do a bit of investigating and managed to fix the issue myself 😊. I’ll post what I did below to help any others who have the same issue and prevent them from having to sit around for days waiting for Vodafone support:

 

  • Log into your online Vodafone account online.
  • Select Services and Extras.
  • Select Calling Options
  • Change WIFI and 4G calling to OFF. This will prevent your phone using 4G (and WIFI) when you make a call.
  • Allow about 10 minutes for it to take effect.
  • Make a call and you should see that the 4G in the top right of your mobile screen changes to H showing its has switched to 3G to make the call. The call should connect.
  • End the call and you should see your phone has automatically switched back to 4G.
  • Log into your online Vodafone account
  • Select Services and Extras.
  • Select Calling Options
  • Change WIFI and 4G calling to ON.
  • Allow about 10 minutes for it to take effect.
  • Make a call and you should see that the 4G now remains and it will also connect!!! 😊

So, it basically looks like some sort of account refresh is needed on the 4G call setting which is performed by disabling it and then re-enabling it on your account. Hopefully this will help a lot of people who have this issue in future 😊

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3: Seeker

This is the same issue as my wife is currently experiencing. She lost her GalaxyS8 and replaced it with an S10, can't make calls on 4G, so has to switch down to 3G/2G. Also voicemail no longer works. I'll ask her to try the steps outlined above...

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2: Seeker

Hope it works for you....was a headache for me for nearly 2 weeks and Vodafone were giving me no answers.

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Highlighted
3: Seeker

All sorted, she went into a store, they have her a replacement S10. Same problem though. They then requested an account reset, all working an hour later. 

 

If only they had done that in the first place...

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