Why can I text but not make calls while setting up a new phone?
Answer
This usually means the phone number is mid-transfer or cellular service is not finished activating on the new phone. Turning the old phone off, finishing Set Up Cellular on the new phone, and toggling Airplane Mode often restores calling.
Before you start: stop right away if…
- Do not share carrier account PINs, transfer codes, or one-time passcodes with anyone who contacts you unexpectedly.
- Avoid factory-resetting either phone just to fix calling until cellular setup and carrier activation have been checked.
Follow these steps
Power off the old phone completely
Turn the old phone fully off so it stops holding the number during the transfer. Leave it off while you finish setup on the new phone.
You should see: The old phone is dark and no longer connected to the cellular network.
Restart the new phone
Restart the new phone, wait until it finishes booting, and confirm it shows signal bars or a carrier name instead of Searching or No Service.
You should see: The new phone reconnects to the network after the restart.
Finish Set Up Cellular
On an iPhone, open Settings > Cellular > Set Up Cellular (or Add eSIM) and complete the carrier prompts. On Android, open Settings > Network & internet > SIMs or Mobile network and finish activation.
You should see: Cellular shows as active for your number, not stuck on a setup screen.
Toggle Airplane Mode
Turn Airplane Mode on for about 10 seconds, then turn it off and wait for cellular service to return before placing a test call.
You should see: Signal returns and a test call connects on the new phone.
Contact the carrier if calls still fail
If texts work but calls still fail after setup, contact the carrier through its official app or support site and ask them to refresh or reprovision the line for the new device.
You should see: The carrier confirms the number is assigned to the new phone and calling works again.
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Extra tips
What to look for: A Set Up Cellular prompt, missing signal bars or No Service during calls, and whether the old phone is still powered on during the transfer.
Before you change anything: Know whether the new phone is an iPhone or Android and which carrier owns the number. Have the account PIN or transfer code from the carrier if the number is moving. Note whether Wi-Fi calling or eSIM setup was started but not finished. Do not share carrier account passwords or one-time codes with unexpected callers.