Calls Not Connecting

If you’re experiencing calls not connecting when certain people dial your uConnected number, the most common cause relates the caller’s provider not allowing calls to services that get forwarded. Most members can resolve this by disabling the need to Press 1 to receive incoming calls. This is called Announce Calls you can turn it off on the Details page of your Dashboard. Learn how right here. It can also be helpful to set the Caller ID that gets displayed on your device to your uConnected number, as detailed below.

Additionally, some members have mentioned they experience issues when receiving calls from correctional facilities. This relates how the phone systems work at these places and limitations they have in place. Some facilities may prevent or disconnect calls at any time. Unfortunately this activity happens outside of uConnected’s network which makes it impossible for our team to troubleshoot. However some members have experienced improvements by swapping phone numbers! Other members have mentioned asking their loved one to call from a different handset at their location has solved the issue, as several of the handsets provided for use are faulty.

Troubleshooting Checklist

1. Ensure your mobile is switched on with good reception, mobile data is not required
2. Perform a test call by asking a friend or family member to dial your uConnected number
3. Disable announce calls so you won’t need to Press 1 to receive calls
4. Ask your caller to call from a different handset at their location
5. Swap to a number closer to your caller’s location

Disabling Announce Calls

1. Log into your Dashboard
2. Visit the Details page
3. Toggle Announce Calls

Setting the Caller ID

1. Log into your Dashboard
2. Visit the Details page
3. Scroll down to Caller ID section shown below, set it to your own uConnected number then select Save